Refund Policy

Last updated: 05.16.2025

HiVirals

This Refund Policy governs your purchase of any HiVirals subscription package and forms an integral part of the Terms of Service. By proceeding with your purchase, you acknowledge and agree to the conditions outlined in this Refund Policy, including eligibility, exclusions, procedures, and the limitations of refund rights. Please read this policy carefully before purchasing.

1. General

If you experience technical difficulties using HiVirals services and our Customer Support team cannot resolve them, you may be eligible for a full refund in accordance with the terms outlined below. However, we strongly encourage all users to engage with our support team before seeking a refund, as most issues can be resolved through expert guidance.

To request assistance, please contact our Customer Support team at [email protected].

2. Refund Eligibility and Conditions

Refunds are subject to the following strict conditions:

2.1 Valid grounds for refund:

  • Technical malfunctions that prevent the proper use of the service and cannot be resolved by our support team, provided the issue is reported within 14 days of the original purchase.
  • Instagram account blockage or suspension caused directly by the use of HiVirals services, and verified by our support team.

2.2 Exclusions:

Refunds will not be granted under the following circumstances:

  • More than 14 calendar days have passed since the purchase date.
  • Partial refunds for unused portions of multi-month purchases are not permitted.

  • Refund requests that cite personal reasons, such as:

    • "Changed my mind" or "purchased by mistake"
    • "No longer need the service"
    • "Did not use the service"
  • The user has not followed the instructions provided by our support team.
  • The user refuses assistance from our Customer Support team.
  • The user's account is deemed Dormant, meaning there has been no login activity for 45 consecutive days.

2.3 Processing fees:

All approved refunds will be subject to a 9% processing fee, which may be deducted from the refund amount to cover banking and payment provider charges.

3. Refund Procedure

To apply for a refund, the following steps must be followed:

  1. Submit a written request to [email protected] with the subject line: "Refund Request".

  2. Include the following details:

    • Your account email address
    • Payment method used
    • Transaction amount and date
    • The reason for your refund request, with sufficient detail to evaluate the issue
  3. Refund decisions will be communicated within three (3) business days of submission.

Refund requests that are incomplete or submitted to any other email address will not be considered.

4. Chargebacks

If a chargeback is initiated through your credit card issuer or payment provider, HiVirals reserves the right to suspend access to your account and all associated services immediately.

  • Access to your account may only be reinstated at HiVirals' sole discretion upon full payment of the original amount owed.
  • A reinstatement fee of $25 USD will apply for reactivation.

5. Contact Information

For questions regarding this Refund Policy or to initiate a refund request, please contact us at:

Email: [email protected]

Business Address: ERSTEN GROUP LTD, Reg number: 12820821, 63-66 Hatton Garden, 5th Floor, Suite 23, London, United Kingdom, EC1N 8LE.