REFUNDS
Refund Policy
A full refund within fourteen days of any payment, no questions asked, the same everywhere in the world. After that, cancel any time and service runs to the end of the period. Last updated: 2026-10-14.
Current status: invitation testing; subscriptions are not open
Hoop is currently being tested by invitation. Paddle payments are not open. The subscription and payment descriptions on this page do not mean you can buy now; existing users follow their agreed arrangements.
Where Basic runs, and how free periods and gifts work, will be explained together before subscriptions go on sale. Installing Hoop Matrix on your own computer is still in development; no installer is available.
Within fourteen days
- No questions asked Any payment can be refunded in full to the original payment method within fourteen days of the charge, with no reason required. Service fee and machine fee are refunded together.
- How to ask For now, write to billing@hoopgram.com with the name of your Hoop. We do not ask why and we set no conditions.
- When it arrives Refunds return through the original payment method; timing depends on the bank or payment provider. Paddle payments are not open yet. Once available, refunds for payments made through Paddle will also be handled by Paddle.
After fourteen days
- Cancel any time After cancelling there are no further charges and service runs to the end of the current period. Service already delivered is not refunded.
- Our fault If your machine was unavailable for a long time because of us, the fourteen-day limit does not apply: write to us and we refund the time it was actually unavailable.
- AI credit Prepaid AI credit is a balance, not a debt: the unused part is refunded when you delete your account.
What happens to the Hoop
- Machine A machine under our cloud account stops renewing after a refund and is switched off at the end of the period; its data is kept intact for thirty days, during which you can export at any time. A machine under your own cloud account is unaffected.
- Export A refund deletes nothing. You can export the whole Hoop from the account page and take every conversation, file, mail and setting with you.
- Deletion Refund, cancellation, deleting the Hoop and deleting the account are different things, each confirmed separately. If you do not click delete, we do not delete.
Contact
For refund questions write to
Last updated: 2026-10-14.