Last updated 21 September 2026
Refund and Cancellation Policy
You can ask for a refund within 24 hours of paying, as long as nothing from that purchase has been used. Plans never renew on their own, so there is nothing to cancel.
The short version
- You have 24 hours to ask. A payment can be refunded only if you ask within that time and nothing from the purchase has been used.
- For a plan, "used" means any DM sent or any AI credit spent after you paid. For extra DMs, AI credits, knowledge bases or flows, it means any part of what you bought.
- Ask from your dashboard. Open a support ticket with the "Refund request" category and include your order ID.
- Nothing renews by itself. A plan ends on its expiry date and your workspace moves to the Free plan. There is no standing mandate on your UPI account and no saved card that is charged again, so there is nothing to cancel.
- You can try everything first. Every workspace starts with a 15-day free trial of every feature, with no card and no payment details.
When you can get a refund
We refund a purchase when both of these are true:
- Your request reaches us within 24 hours of the payment. What counts is when your ticket arrives, so a request made in time is accepted even if we reply after the 24 hours are up.
- Nothing from that purchase has been used. The next section explains what "used" means.
When both are true, we refund the full amount you paid for that purchase.
What counts as used
Plans
A plan counts as used as soon as your workspace sends a DM or spends an AI credit after the payment. That includes DMs your campaigns send on their own, so if your campaigns are live when you buy a plan, it starts being used straight away.
Extra DMs, AI credits, knowledge bases and flows
A one-off purchase counts as used once any part of it has been used: one bought DM sent, one bought AI credit spent, or one extra knowledge base or flow switched on beyond what your plan includes. Bought DMs are only drawn on after your plan's monthly DMs run out, so a pack can stay unused for a while even when your campaigns are busy.
If any part of a purchase has been used, none of it can be refunded, including the part you haven't used yet.
When we can't refund
- More than 24 hours have passed since the payment.
- Anything from the purchase has been used, however little.
- You stopped using a plan partway through its period. The plan stays active until its expiry date, and the remaining days aren't refunded.
- Meta restricting or removing your Instagram account doesn't change these rules.
How to ask for a refund
- Sign in and open a refund request. The link opens the support form with Refund request already chosen. You can also go to Support in the dashboard menu, click Create Ticket and pick that category yourself.
- Add your order ID and a line about why you want the refund. The order ID is on your payment receipt email, and on the invoice under Billing, in Payment history.
- Send the ticket. We reply within one business day.
We accept refund requests only as a ticket from inside your account, so we know the request comes from the person who paid. Requests by email or anywhere else aren't accepted.
Approved refunds go back the way you paid: to the UPI account that paid or, for a card payment, to the card, through Dodo Payments. The money usually reaches you within 5 to 7 working days after we issue it. The exact timing depends on your bank.
A refunded purchase is cancelled. A refunded plan ends and your workspace moves to the Free plan, and refunded DMs, AI credits or extra slots are removed from your workspace. If the purchase came through someone's referral link, the referral reward for it is cancelled too.
Payment problems
These are handled separately, because in these cases you didn't get what you paid for.
Charged twice, or charged and nothing activated
If money left your account twice for the same order, or left your account and the plan or pack never activated, we refund it in full. The 24-hour limit doesn't apply. Open a refund request with the UPI reference number from your UPI app, or for a card payment, the order ID from your receipt.
A payment you don't recognise
Write to [email protected] with the UPI reference number, or the last four digits of the card, and we will help you trace it.
Ending a plan
HookSend never sets up a recurring UPI mandate or a card subscription, so a plan cannot charge you again by itself and there is nothing to cancel. Each plan runs for the period you paid for.
When that period ends, your workspace moves to the Free plan. Comment-to-DM keeps running on 1 Instagram account with 1,000DMs a month, and anything beyond the Free plan's limits pauses until you buy a plan again. Nothing is deleted: your campaigns, tracked links, leads and storefront stay as they are.
To stop early, don't buy another period. You keep everything your plan includes until the expiry date shown on your Billing page.
If prices or plans change
Plan prices, plan limits and what the Free plan includes can change. HookSend may also add plans or retire them, including the Free plan, which we offer for as long as we are able to. We announce changes in the product before they take effect. A period you have already paid for always runs to its end at the price and limits you bought.
Related
See the Terms of Service, Privacy Policy and Pricing. For any other question about payments, see the contact page.