Hawi Agents — Cancellation and Refund Policy

Last Updated: 23 August 2026 Effective Date: 23 August 2026

This Cancellation and Refund Policy (“Policy”) explains when customers of Hawi Inc, trading as Hawi Agents (“Hawi”, “Hawi Agents”, “we”, “us”, or “our”) may cancel purchases, subscriptions or other paid Services and when a refund, credit, price reduction or other remedy may be available.

This Policy forms part of and should be read together with our:

• Terms and Conditions;
• Privacy Policy;
• Cookie Policy;
• applicable Order Form;
• Marketplace terms;
• and any other product-specific terms that apply to your purchase.

Nothing in this Policy excludes or restricts rights that cannot lawfully be excluded, including mandatory rights available to Consumers under applicable consumer-protection law.

1. COMPANY DETAILS

Legal entity: Hawi Inc Trading name: Hawi Agents Registered office: [INSERT REGISTERED ADDRESS] Company number: [INSERT COMPANY NUMBER] Website: [INSERT FINAL PRODUCTION DOMAIN] Billing support: [INSERT BILLING EMAIL] General support: [INSERT SUPPORT EMAIL] Legal: [INSERT LEGAL EMAIL]

2. SCOPE OF THIS POLICY

This Policy applies to eligible purchases made directly from Hawi, including where applicable:

• individual subscriptions;
• business subscriptions;
• annual subscriptions;
• monthly subscriptions;
• Seat-based plans;
• free trials that convert to paid subscriptions;
• AI Credit top-ups;
• Voice Units;
• voice refills;
• recurring voice add-ons;
• usage charges;
• automatic recharge purchases;
• postpaid usage;
• Marketplace purchases;
• paid Agents;
• paid modifiers or templates;
• account add-ons;
• and other products sold directly by Hawi.

This Policy does not automatically govern purchases made directly from an independent third-party merchant merely because a Hawi Agent helped initiate the transaction.

3. CANCELLATION AND REFUNDS ARE DIFFERENT

Cancelling a product or subscription and receiving a refund are separate matters.

Cancellation means stopping future renewal, future billing or future provision of a recurring product.

Refund means returning some or all money already paid.

Cancelling a subscription does not automatically mean that previously paid amounts are refundable.

Similarly, receiving a refund for a particular transaction does not necessarily terminate your Account or every other active Hawi product.

4. CONSUMERS AND BUSINESS CUSTOMERS

Different rules may apply depending on whether you are a Consumer or a Business Customer.

A Consumer generally means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.

A Business Customer means a person or organisation purchasing the Services wholly or mainly for business purposes.

Consumer rights required by applicable law take priority over conflicting provisions of this Policy.

Business Customers generally do not receive statutory consumer cooling-off rights.

5. YOUR STATUTORY RIGHTS

Nothing in this Policy limits rights or remedies that applicable law says cannot be limited.

In particular, UK Consumers may have rights under legislation including:

• the Consumer Rights Act 2015;
• the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
• and other applicable consumer-protection legislation.

Where Hawi provides digital content or services that fail to meet applicable statutory standards, a Consumer may have rights including:

• repeat performance;
• repair or replacement where applicable;
• price reduction;
• refund;
• or another statutory remedy.

6. GENERAL SUBSCRIPTION CANCELLATION

You may cancel an eligible Hawi subscription through the cancellation functionality provided in your Account or by another method we make available.

Unless:

• applicable law requires otherwise;
• your checkout terms say otherwise;
• or an Order Form provides otherwise,

cancellation normally takes effect at the end of your current paid billing period.

You should normally retain access to the applicable paid Plan until that date.

After cancellation:

• future renewals should stop;
• recurring subscription charges should stop;
• and the Account may downgrade to a free or restricted Plan if one is available.

7. CANCELLING DOES NOT DELETE YOUR ACCOUNT

Cancelling a paid subscription does not necessarily delete your Hawi Account.

You may still retain:

• an Account;
• a free Plan;
• Workspace information;
• Agent configurations;
• eligible remaining data;
• or other functionality permitted by Hawi.

Account deletion is a separate process.

8. UK CONSUMER 14-DAY CANCELLATION PERIOD

Where the Consumer Contracts Regulations apply to an eligible distance contract, a UK Consumer will generally have the right to cancel the contract within 14 days from conclusion of the contract, without needing to provide a reason.

This is sometimes called the:

• cancellation period;
• cooling-off period;
• or withdrawal period.

The precise treatment of a refund depends on whether Hawi has already started providing the relevant service or digital content and on the nature of the product purchased.

9. REQUESTING IMMEDIATE SERVICE

Many Hawi products are designed to become available immediately after purchase.

For example, after subscribing, a customer may immediately be able to:

• create Agents;
• run Agents;
• consume AI Credits;
• access paid models;
• connect services;
• access additional Seats;
• use voice functionality;
• or use other paid features.

Where required by law, Hawi may ask you to expressly request that the Service begin during your statutory cancellation period.

If you make such a request and later validly cancel during the applicable cancellation period, Hawi may be entitled to charge a proportionate amount for Services already supplied before cancellation, where permitted by law.

10. DIGITAL CONTENT

Certain Hawi products or Marketplace products may legally constitute or include digital content.

Where applicable law permits a Consumer's statutory cancellation right for digital content to end once supply begins, Hawi will obtain the legally required:

1. express consent to begin supply during the cancellation period; and
2. acknowledgement that beginning supply may cause the applicable cancellation right to be lost.

We will not rely on a purported waiver of a statutory cancellation right where the required consent or acknowledgement was not properly obtained.

11. FAILURE TO PROVIDE CANCELLATION INFORMATION

Where applicable law requires us to provide information about your statutory right to cancel, Hawi will provide that information.

If applicable law extends a Consumer's cancellation period because required cancellation information was not properly supplied, this Policy does not override that extended statutory right.

12. HOW TO EXERCISE A STATUTORY CANCELLATION RIGHT

Where you have a statutory right to cancel, you may exercise it by making a clear statement that you wish to cancel.

You may use:

• the cancellation control in your Hawi Account;
• email;
• the cancellation form in this Policy;
• or another method we expressly provide.

You do not have to use our model cancellation form where applicable law allows cancellation by another clear statement.

Your notice must be sent within the applicable cancellation period.

13. MONTHLY SUBSCRIPTIONS

Monthly subscriptions normally renew automatically each month until cancelled.

You may cancel future renewal at any time.

Unless required by law or expressly provided otherwise:

• cancelling mid-month does not automatically create a pro-rata refund for the unused portion of that month;
• access normally continues through the remainder of the paid billing period;
• and no further monthly subscription charge should occur after cancellation becomes effective.

14. ANNUAL SUBSCRIPTIONS

Some Business Plans may be available with annual billing.

Unless applicable law, an Order Form or a specific offer provides otherwise, cancelling an annual subscription normally stops the next annual renewal rather than automatically refunding the unused portion of the current annual term.

For Business Customers, an unused portion of an annual subscription is generally non-refundable merely because the customer chooses to stop using the Services before the end of the purchased term.

This does not affect:

• statutory Consumer rights;
• billing-error refunds;
• contractual termination rights;
• or remedies for Hawi's material breach.

15. BUSINESS PLANS AND SEATS

Some Hawi Business Plans are sold based on a number of Seats and may require a minimum Seat quantity.

If you reduce your Seat quantity:

• the change may take effect immediately or at the next billing cycle as displayed to you;
• access for affected users may be restricted;
• and previously paid Seat fees are not automatically refundable merely because a Seat is removed before the end of the paid period.

Where Hawi bills additional Seats on a prorated basis during an existing billing period, the amount shown at confirmation or checkout governs that Seat addition.

16. MINIMUM SEAT REQUIREMENTS

If a Plan requires a minimum number of Seats, you may not reduce the subscription below that minimum while remaining on that Plan.

You may instead need to:

• move to another Plan;
• cancel the relevant Business Plan;
• or make another change permitted by Hawi.

Any price or refund consequence should be displayed before the change becomes effective.

17. FREE TRIALS

Some Hawi paid Plans may offer a free trial.

Trial availability, duration and eligibility are displayed at signup or checkout.

Where a trial automatically converts into a paid subscription:

• the conversion terms will be displayed before signup;
• the payment amount and billing frequency should be disclosed;
• and you should cancel before the trial converts if you do not wish to become a paying subscriber.

18. CANCELLING DURING A FREE TRIAL

If you cancel a trial before the applicable conversion deadline, Hawi should not intentionally charge the first paid subscription fee.

If Hawi charges you after a valid and timely cancellation because of a Hawi billing error, we will correct the error and refund the erroneous charge.

19. REPEAT TRIALS

Free trials are generally intended to allow a new eligible customer to evaluate an eligible paid product.

Hawi may restrict:

• repeated trials;
• multiple trials by the same person;
• multiple trials using related Accounts;
• trials obtained by manipulating identity information;
• or other attempts to repeatedly obtain promotional access.

Fraudulent trial abuse may result in cancellation or suspension.

20. AI CREDITS

Hawi may sell or grant AI Credits.

AI Credits are closed-loop usage units for eligible Hawi Services.

They:

• are not cash;
• are not bank deposits;
• are not electronic money;
• do not accrue interest;
• cannot ordinarily be redeemed for cash;
• and are generally consumed when eligible Hawi usage occurs.

21. SUBSCRIPTION-INCLUDED CREDITS

Credits included as part of a subscription do not have a separate standalone cash value for refund purposes.

For example, if a customer purchases a subscription that includes:

• access to features;
• Agents;
• queue priority;
• and AI Credits,

the customer cannot ordinarily demand a cash refund solely for a portion of included Credits that remains unused when the subscription ends.

Mandatory Consumer rights remain unaffected.

22. PREPAID AI CREDIT TOP-UPS

Hawi may sell prepaid Credit top-ups separately from subscriptions.

For Business Customers, purchased top-ups are generally non-refundable once successfully purchased except where:

• Hawi made a billing error;
• the payment was duplicated;
• the Credits were not delivered;
• applicable written terms expressly allow a refund;
• or law requires a refund.

For Consumers, statutory cancellation and digital-service or digital-content rights continue to apply where applicable.

23. CONSUMED CREDITS

Credits already consumed through valid usage are generally non-refundable.

This includes Credits consumed by:

• model execution;
• Agent operation;
• tool calls;
• connected service operations;
• qualifying searches;
• processing;
• or other eligible paid usage.

A customer is not ordinarily entitled to a refund merely because the Output or commercial result of a correctly processed Agent task was not what the customer hoped to achieve.

This does not apply where a statutory remedy exists or where the charge resulted from a Hawi billing or system error.

24. PARTIALLY CONSUMED CREDIT PURCHASES

If a purchased Credit balance has been partly consumed, the consumed portion will generally not be refundable.

If a Consumer has a statutory cancellation right that remains available, the treatment of the unused and consumed portions will be determined according to applicable law and the type of product supplied.

25. PROMOTIONAL CREDITS

Promotional, complimentary, goodwill or free Credits:

• are not refundable for cash;
• may expire;
• may be subject to additional terms;
• and may be removed if obtained through fraud or abuse.

Where paid and promotional Credits are combined in the same Account, Hawi's internal accounting system may determine which Credit lots were consumed first.

26. VOICE SERVICES

Voice usage is treated separately from ordinary AI Credits where the relevant product provides separate Voice Units.

Eligible voice products may include:

• usage billed per minute;
• prepaid voice refills;
• recurring voice add-ons;
• or other voice packages.

27. CONSUMED VOICE USAGE

Voice Units or voice charges corresponding to calls that were validly connected, processed or consumed are generally non-refundable.

This includes situations where:

• the call was shorter than expected;
• the person called did not purchase anything;
• an Agent did not obtain the expected commercial outcome;
• or the conversation did not achieve the customer's intended result.

This does not apply to demonstrable billing errors or where mandatory law provides a remedy.

28. FAILED OR UNCONNECTED CALLS

Where Hawi's metering rules do not treat a failed or unconnected call as billable, it should not be billed as successfully consumed voice usage.

Where a provider or Hawi incorrectly records duplicate or materially incorrect usage, Hawi may:

• reverse the usage;
• restore Voice Units;
• issue account credit;
• or issue a monetary refund where appropriate.

29. VOICE REFILLS

Prepaid Voice Unit refills are generally non-refundable for Business Customers once successfully added to the Account.

For Consumers, applicable statutory cancellation rights remain unaffected.

Consumed Voice Units are generally deducted from any otherwise refundable balance where legally permitted.

30. RECURRING VOICE ADD-ONS

A recurring voice add-on may be cancelled separately where the Service permits this.

Cancellation normally prevents the next renewal.

Unless required by law, cancellation does not automatically refund the current paid period.

31. AUTO-RECHARGE

Eligible customers may enable automatic recharge or automatic top-up.

When enabled, you authorise Hawi to charge your designated payment method according to the thresholds, recharge amount and spending limits you selected.

You may disable auto-recharge at any time for future recharge events.

32. AUTO-RECHARGE REFUNDS

Disabling auto-recharge does not automatically reverse a recharge that was properly initiated before disablement.

A valid auto-recharge transaction is generally treated in the same way as an equivalent manually purchased top-up.

However, Hawi will investigate claims involving:

• a charge after auto-recharge was properly disabled;
• duplicate recharge events;
• amounts exceeding the configured hard cap because of a Hawi system error;
• or another billing malfunction.

Where an error is confirmed, an appropriate correction or refund will be provided.

33. AGENT-GENERATED USAGE

Agents may consume paid Hawi resources autonomously where you have authorised them to operate.

If:

• you enabled the Agent;
• you granted the relevant permissions;
• the usage remained within your configured limits;
• and Hawi correctly metered the usage,

the resulting usage charges are generally not refundable simply because you did not manually approve each individual Agent step.

34. AUTOMATIC AGENT PURCHASING

Where you expressly enable automatic purchasing, an Agent may be permitted to initiate eligible third-party purchases within the limits you configure.

A Hawi subscription refund policy does not automatically apply to goods or services purchased from independent merchants.

The relevant merchant's:

• refund policy;
• cancellation rules;
• returns policy;
• statutory obligations;
• and terms of sale

normally govern that underlying third-party transaction.

35. ACCIDENTAL AGENT ACTIONS

Where an Agent takes an external action that was permitted by the authority and configuration you gave it, Hawi does not automatically refund the related Hawi usage merely because you later decide that you did not want that particular action performed.

You should use:

• approval policies;
• spending limits;
• restricted permissions;
• destination restrictions;
• and human review

for operations where mistakes could be costly.

36. UNAUTHORISED ACTIONS CAUSED BY A HAWI ERROR

If an Agent performs a material paid operation that clearly exceeded enforced permissions because of a verified Hawi technical failure, contact us promptly.

We may investigate:

• execution records;
• approval records;
• configured permissions;
• audit events;
• transaction information;
• and provider confirmations.

Where Hawi confirms that a charge was directly caused by a Hawi billing or authorisation defect, we may reverse usage, restore credits or provide another appropriate remedy.

This does not limit any mandatory legal remedy.

37. USAGE ESTIMATES

Any pre-run cost estimate displayed by Hawi may be an estimate rather than the final charge.

Actual consumption can differ because of:

• task duration;
• model output;
• context size;
• reasoning usage;
• tool calls;
• provider activity;
• retries;
• voice duration;
• and other variables.

A difference between an estimate and the final charge does not automatically entitle you to a refund where the final usage was validly incurred and measured according to the disclosed pricing method.

38. CREDIT RESERVATIONS

Hawi may reserve an estimated number of Credits before executing a paid task.

A reservation is not necessarily a final charge.

If actual usage is lower than the reservation, unused reserved Credits may be released.

If execution does not occur and no billable usage was incurred, Hawi should ordinarily release the relevant reservation.

39. PARTIALLY COMPLETED RUNS

A task can fail after some billable work has already been performed.

Where measurable paid processing occurred before failure, Hawi may charge for the portion actually consumed.

We may refund or reverse:

• duplicated metering;
• processing that did not occur;
• clearly incorrect settlement;
• or another verified billing error.

40. SERVICE OUTAGES

A temporary service interruption does not automatically entitle every customer to a monetary refund.

Depending on the circumstances, Hawi may provide:

• restored Credits;
• service credits;
• additional access time;
• a partial refund;
• or another remedy.

Enterprise customers with a separate Service Level Agreement are governed by the remedies stated in that SLA.

Consumer statutory rights remain unaffected.

41. DEFECTIVE DIGITAL CONTENT

Where Hawi supplies digital content to a Consumer and applicable consumer law gives the Consumer a right to:

• repair;
• replacement;
• price reduction;
• or refund,

Hawi will provide the applicable statutory remedy.

Hawi does not use this Policy to replace or reduce those statutory rights.

42. SERVICES NOT PROVIDED WITH REASONABLE CARE AND SKILL

Where applicable consumer law requires a Hawi Service to be provided with reasonable care and skill, we will honour the remedies required by law.

Depending on the circumstances, this may include:

• repeat performance;
• correction;
• price reduction;
• or refund.

43. DUPLICATE CHARGES

If Hawi or our payment processor charges the same transaction more than once in error, contact us.

After verification, we will refund or reverse the duplicate amount.

A duplicate pending authorisation that later disappears without settling may not require a refund because it was never finally collected.

44. INCORRECT CHARGES

If you believe:

• the amount charged was incorrect;
• the wrong Plan was charged;
• the wrong Seat quantity was charged;
• a cancelled subscription renewed incorrectly;
• a top-up was duplicated;
• or usage was incorrectly measured,

contact billing support as soon as reasonably possible.

We may request information necessary to investigate.

45. UNAUTHORISED PAYMENT TRANSACTIONS

If you believe your payment method was used without authorisation, contact:

1. Hawi; and
2. your payment provider or financial institution where appropriate.

We may suspend the relevant Account or payment functionality while investigating.

Nothing in this Policy restricts statutory rights relating to unauthorised payment transactions.

46. MARKETPLACE PURCHASES

When Hawi's Marketplace supports paid purchases, refund rights may depend on:

• whether the seller is Hawi or an independent Creator;
• whether the product is digital content;
• whether supply has started;
• whether it has been installed or used;
• whether applicable Consumer cancellation rights remain;
• and whether the item is defective or materially misdescribed.

Any Marketplace-specific refund terms presented at checkout also apply.

47. MARKETPLACE DIGITAL PRODUCTS

Marketplace Agents, modifiers, templates or similar products may constitute digital content.

Where required, Hawi may obtain express consent for immediate supply and acknowledgement concerning the consequences for statutory cancellation rights before providing immediate access.

If the legally required consent or acknowledgement is not obtained, Hawi will not rely on it to deny a statutory right.

48. DEFECTIVE MARKETPLACE PRODUCTS

Where a paid Marketplace product:

• cannot be installed;
• materially differs from its description;
• contains undisclosed malicious functionality;
• or otherwise triggers a legal refund or remedy,

the purchaser should contact Hawi.

Hawi may:

• investigate;
• suspend the listing;
• contact the Creator;
• issue a refund;
• provide replacement access;
• or take another appropriate action.

49. CREATOR PAYOUT ADJUSTMENTS

If a Marketplace purchase is refunded, the related Creator earnings may be:

• reversed;
• deducted from an unpaid Creator balance;
• deducted from a future payout;
• or otherwise adjusted

in accordance with Marketplace terms.

This may also apply to:

• chargebacks;
• fraud;
• disputed transactions;
• and payment reversals.

50. CUSTOM AND ENTERPRISE AGREEMENTS

Enterprise or custom customers may have:

• negotiated refund terms;
• minimum commitments;
• non-cancellable periods;
• committed spending;
• custom Seat arrangements;
• invoice terms;
• service credits;
• or termination rights

in a signed Order Form or enterprise agreement.

Where a signed agreement expressly conflicts with this Policy, the signed agreement will prevail to the extent stated in the Terms and Conditions.

51. POSTPAID BUSINESS USAGE

Approved Business Customers may use eligible postpaid arrangements.

Usage already validly incurred under a postpaid facility remains payable even after the customer cancels future service.

Cancellation does not erase:

• unpaid invoices;
• usage accrued before termination;
• approved provider expenses;
• or other outstanding contractual obligations.

52. PROMOTIONS AND DISCOUNTS

Promotional prices may have additional terms.

If a promotion gives you:

• discounted subscription pricing;
• bonus Credits;
• trial access;
• referral value;
• or another benefit,

the promotional benefit itself generally has no cash refund value.

If a paid transaction is refunded, associated promotional benefits may be removed.

53. PARTIAL REFUNDS

Where appropriate, Hawi may provide a partial rather than full refund.

Examples may include:

• a statutory proportional refund;
• a partial service failure;
• a billing correction;
• a partially affected product;
• or a goodwill resolution.

A partial refund does not necessarily require termination of your Account.

54. ACCOUNT CREDIT INSTEAD OF CASH

Hawi may offer Credits, Voice Units, account credit or additional subscription time as a discretionary goodwill remedy.

You do not have to accept a discretionary account-credit remedy instead of a cash refund where applicable law specifically entitles you to a monetary refund.

55. REFUND METHOD

Unless:

• applicable law permits otherwise;
• you expressly agree otherwise;
• or the original method is unavailable for legitimate reasons,

statutory monetary refunds will generally be made using the same payment method used for the original transaction.

Hawi does not charge a fee merely for issuing a statutory refund.

56. REFUND PROCESSING TIME

Where applicable law requires a refund within a particular period, Hawi will process the refund within that legally required period.

For eligible UK Consumer cancellations, this can require reimbursement within 14 days in the circumstances prescribed by the Consumer Contracts Regulations.

After Hawi issues a refund, your bank or payment provider may take additional time to display the refund in your account.

57. TAXES AND REFUNDS

Where a refund includes a transaction on which VAT, sales tax or another applicable tax was collected, the tax treatment of the refund will be handled according to applicable tax law.

Refund documents or credit notes may be issued where required.

58. CURRENCY CONVERSION

If your payment provider converted currency when you paid Hawi, the amount that ultimately appears in your bank account following a refund can differ because of:

• exchange-rate movements;
• card-network conversion;
• bank charges;
• or payment-provider conversion rules.

Hawi is not responsible for exchange-rate losses imposed independently by a bank or card provider, except where applicable law requires otherwise.

59. PAYMENT PROCESSOR TIMING

Hawi may use a third-party payment processor such as Stripe.

A refund may therefore pass through:

1. Hawi's billing system;
2. the payment processor;
3. card networks or payment rails;
4. and your bank.

Once Hawi has correctly submitted the refund, additional settlement time may be outside Hawi's direct control.

60. FAILED REFUNDS

If a refund fails because the original payment method is:

• closed;
• expired;
• unavailable;
• or otherwise unable to receive the refund,

contact billing support.

We may need to verify your identity and determine an appropriate alternative refund method.

61. REFUND REQUEST INFORMATION

When requesting a refund, we may ask for information such as:

• your Account email;
• Account or Workspace details;
• invoice number;
• transaction date;
• transaction amount;
• reason for the request;
• relevant Agent run identifier;
• Marketplace transaction;
• or other information necessary to locate the payment.

Do not send complete payment-card numbers to Hawi support.

62. FRAUDULENT REFUND REQUESTS

You must not:

• fabricate billing errors;
• falsely claim that authorised usage was unauthorised;
• manipulate logs;
• repeatedly purchase and refund products to obtain free usage;
• abuse Consumer cancellation rights fraudulently;
• or use chargebacks as a means of deliberately avoiding legitimate payment.

Fraudulent activity may result in Account restrictions or termination.

Nothing in this section discourages legitimate complaints or lawful exercise of payment or Consumer rights.

63. CHARGEBACKS

If you believe a transaction is incorrect, we encourage you to contact Hawi so we have an opportunity to investigate.

However, nothing in this Policy prevents you from exercising any lawful chargeback, card dispute or statutory payment right available to you.

If a chargeback is opened, Hawi may provide:

• transaction records;
• consent records;
• billing records;
• Account activity;
• usage records;
• or other relevant evidence

to the payment provider as permitted by law.

64. ACCOUNT SUSPENSION DURING PAYMENT DISPUTES

Where a payment is reversed or subject to a serious fraud dispute, Hawi may temporarily restrict access to the paid entitlement associated with the disputed payment.

We will not use suspension solely to punish a Consumer for exercising a legitimate statutory right.

65. GOODWILL REFUNDS

Hawi may issue a refund even where we are not legally or contractually required to do so.

Such a refund may be provided as a goodwill gesture.

A goodwill refund:

• does not constitute an admission of liability;
• does not change this Policy;
• and does not require Hawi to provide the same exception in future cases.

66. REFUNDS FOLLOWING TERMINATION BY HAWI

If Hawi terminates a paid Account for serious breach of the Terms, fraud, malicious conduct or other substantial misuse, unused fees are generally non-refundable for Business Customers unless an applicable agreement says otherwise.

Consumers retain mandatory statutory rights.

If Hawi terminates a paid service for reasons unrelated to customer breach and cannot provide the remainder of a prepaid period, Hawi may provide an appropriate pro-rata refund or other remedy where required by law or contract.

67. CANCELLATION AFTER ACCOUNT COMPROMISE

If your Account is compromised, contact Hawi immediately.

We may:

• suspend Agent execution;
• revoke sessions;
• disable payment functionality;
• disable Integrations;
• investigate recent transactions;
• and secure the Account.

Refund treatment will depend on whether charges were:

• authorised;
• unauthorised;
• caused by customer credential compromise;
• caused by a Hawi security failure;
• or otherwise subject to legal payment protections.

68. CANCELLATION OF CONNECTED THIRD-PARTY SERVICES

Cancelling Hawi does not necessarily cancel subscriptions or contracts you have directly with:

• Google;
• Microsoft;
• Shopify;
• Stripe;
• a telecommunications provider;
• a CRM provider;
• a merchant;
• or another independent Third-Party Service.

You remain responsible for independently cancelling third-party contracts where necessary.

69. DELETING AN INTEGRATION

Disconnecting an Integration does not automatically:

• cancel your Hawi subscription;
• refund Hawi usage;
• cancel a third-party subscription;
• or undo external actions previously completed.

70. ACCOUNT DELETION

Deleting your Hawi Account does not automatically create a right to refund fees already validly charged.

Before deleting an Account, you should:

• cancel active subscriptions;
• review outstanding invoices;
• review unused balances;
• export information you need;
• and review consequences shown in the deletion interface.

Mandatory rights remain unaffected.

71. DATA AFTER CANCELLATION

Cancellation of billing and deletion of data are separate processes.

Data may remain after subscription cancellation according to:

• your Account status;
• the Privacy Policy;
• retention schedules;
• backup cycles;
• legal obligations;
• fraud-prevention requirements;
• or legal holds.

72. NO PHYSICAL RETURNS

Hawi primarily provides digital services.

Accordingly, there is generally no physical product to return to Hawi when cancelling a Hawi subscription, Credit purchase or digital product.

If Hawi later directly sells physical goods, separate return conditions may apply.

73. THIRD-PARTY PHYSICAL PURCHASES

If an Agent purchases a physical product from an independent merchant on your behalf, returns should normally be handled under:

• that merchant's returns policy;
• the underlying purchase contract;
• and applicable consumer law.

Hawi is not automatically the seller merely because an Agent initiated the order.

74. CHANGES TO PRICING

A prospective change in Hawi pricing does not create an automatic right to refund earlier usage purchased or consumed at a different valid price.

Where required, we will notify customers about material subscription price changes before they take effect.

You may cancel future renewal if you do not wish to continue at the new price, subject to the terms displayed in the notice and applicable law.

75. SUBSCRIPTION LAW CHANGES

UK subscription law is developing.

The Digital Markets, Competition and Consumers Act 2024 includes a newer subscription-contract regime that is expected to introduce additional requirements concerning matters such as:

• subscription information;
• reminders;
• cancellation mechanisms;
• initial cooling-off periods;
• certain renewal cooling-off periods;
• and refund treatment.

As of the Effective Date of this Policy, the Government expects that regime to commence in spring 2027.

Hawi will update its checkout, cancellation processes and this Policy as required when the new regime takes effect.

76. FAIR CANCELLATION

Hawi does not intend to use unnecessary friction to prevent customers from cancelling.

Where cancellation can reasonably be completed through the Account interface, we aim to provide a straightforward cancellation mechanism.

We will not intentionally require a Consumer to telephone a sales team merely to cancel an ordinary online subscription if a simpler mechanism is required by applicable law.

77. CANCELLATION CONFIRMATION

After a successful subscription cancellation, Hawi should provide confirmation through:

• the Account interface;
• email;
• or another durable or appropriate method.

You should retain the confirmation for your records.

If you do not receive confirmation, check the billing section of your Account or contact support.

78. REFUND DECISIONS

A decision concerning a discretionary refund may take into account:

• applicable law;
• Account type;
• product purchased;
• amount used;
• timing;
• reason for the request;
• billing history;
• technical logs;
• provider records;
• whether a service defect occurred;
• and whether there is evidence of abuse.

Mandatory refunds are not subject to discretionary criteria.

79. APPEALING A BILLING DECISION

If you believe we incorrectly denied a refund or cancellation request, you may ask billing support to review the decision.

Where appropriate, the review may be escalated internally.

You retain any external rights available to you under applicable law.

80. CONSUMER COMPLAINTS

Consumers may submit complaints to:

[INSERT COMPLAINTS EMAIL]

Please include sufficient information for us to investigate.

Nothing in this Policy prevents a Consumer from contacting:

• Trading Standards;
• the Competition and Markets Authority where appropriate;
• an applicable Alternative Dispute Resolution body;
• a payment provider;
• or a court with jurisdiction.

81. BUSINESS CUSTOMER DISPUTES

Business Customer refund disputes are also subject to the dispute-resolution provisions contained in the Hawi Terms and Conditions and any applicable Order Form.

82. CHANGES TO THIS POLICY

We may update this Policy to reflect:

• changes in our products;
• pricing systems;
• new payment methods;
• Marketplace changes;
• legal requirements;
• subscription-law changes;
• or improvements to customer protection.

Material changes will be communicated where required.

The date at the top identifies the current version.

83. CONTACT US

For cancellation or refund assistance:

Hawi Inc Trading as Hawi Agents

Registered office: [INSERT REGISTERED ADDRESS]

Billing support: [INSERT BILLING EMAIL]

General support: [INSERT SUPPORT EMAIL]

Legal: [INSERT LEGAL EMAIL]

Website: [INSERT FINAL PRODUCTION DOMAIN]

SCHEDULE 1 — REFUND SUMMARY

The table below provides a general summary only. Mandatory law and specific checkout terms take priority.

SCHEDULE 2 — WHEN HAWI WOULD NORMALLY REFUND OR CORRECT A CHARGE

Subject to verification, examples include:

• duplicate subscription charges;
• duplicate top-ups;
• charges occurring after a confirmed timely cancellation because of a Hawi error;
• Credits paid for but not delivered;
• Voice Units paid for but not delivered;
• verified incorrect metering;
• payment amounts materially different from the amount authorised;
• an automatic recharge caused by a verified Hawi system error;
• a statutory Consumer refund;
• a remedy required under the Consumer Rights Act;
• or another situation where applicable law requires reimbursement.

SCHEDULE 3 — WHEN HAWI WOULD NOT NORMALLY PROVIDE A REFUND

Subject always to mandatory legal rights, examples include:

• changing your mind after a Business subscription period has started;
• forgetting to cancel before a renewal;
• unused time remaining in a Business subscription term;
• unused subscription-included Credits;
• valid Credits already consumed;
• valid voice usage already consumed;
• Agent activity that occurred within permissions you configured;
• an Agent Output being less useful than you expected where the Service operated correctly;
• third-party provider performance outside Hawi's control;
• failure to use purchased Services;
• removing a Business Seat part-way through a prepaid period;
• promotional Credits;
• or a third-party merchant refusing a return under its own transaction.

This Schedule does not override statutory Consumer rights.

SCHEDULE 4 — UK CONSUMER CANCELLATION FORM

You may use this form where you have a statutory right to cancel, but use of this form is not mandatory.

MODEL CANCELLATION FORM

To: Hawi Inc, trading as Hawi Agents [INSERT REGISTERED ADDRESS] [INSERT BILLING / CANCELLATION EMAIL]

I hereby give notice that I cancel my contract for the following Hawi Service:

Service / Plan: ______________________________

Order / Invoice Number: ______________________________

Date Ordered: ______________________________

Name of Consumer: ______________________________

Account Email: ______________________________

Address of Consumer: ______________________________

Date: ______________________________

Signature: ______________________________ (required only if submitted on paper)

SCHEDULE 5 — CHECKOUT REQUIREMENTS

To support this Policy, Hawi's checkout flow should clearly display, where applicable:

1. the identity of Hawi;
2. the product being purchased;
3. the total price;
4. whether VAT is included or excluded;
5. billing frequency;
6. whether billing automatically renews;
7. the minimum subscription commitment;
8. the applicable Seat quantity;
9. the minimum Seat requirement;
10. free-trial duration;
11. the date the first paid charge will occur;
12. how to cancel;
13. relevant Consumer cancellation rights;
14. any request to begin Services immediately;
15. any required consent concerning digital-content supply;
16. any acknowledgement concerning loss of a statutory cancellation right;
17. whether a payment is one-off or recurring;
18. auto-recharge terms;
19. Voice Unit or Credit quantities;
20. and any material restrictions applicable to the purchase.

Consent boxes that are legally required to be affirmative should not be pre-selected.

SCHEDULE 6 — AUTOMATIC RECHARGE REQUIREMENTS

Where auto-recharge is available, the interface should make clear:

• that automatic charges will occur;
• what event triggers a recharge;
• how much will be charged;
• the relevant wallet;
• any monthly maximum;
• the selected payment method;
• how to turn automatic recharge off;
• and how to contact Hawi about an incorrect charge.

Disabling auto-recharge should not require cancelling the entire Hawi Account.

SCHEDULE 7 — REFUND INVESTIGATION FOR AGENT USAGE

Where a user disputes autonomous Agent usage, Hawi may review available operational evidence including:

• Agent identity;
• Agent version;
• Workspace;
• Account;
• initiating trigger;
• configured permissions;
• approval policy;
• approval event;
• applicable spending limit;
• Credit reservation;
• usage settlement;
• external tool operation;
• provider confirmation;
• Voice Unit usage;
• relevant transaction identifier;
• and audit records.

The purpose of this review is to determine whether the activity was:

1. authorised and correctly billed;
2. authorised but incorrectly billed;
3. duplicated;
4. outside an enforced permission;
5. caused by a Hawi technical defect;
6. caused by an external provider;
7. or potentially unauthorised account activity.

SCHEDULE 8 — PRINCIPLES

Hawi intends to apply the following principles when handling refunds:

No hidden cancellation traps. Customers should be able to understand how to stop recurring billing.

No charging for usage that did not occur. Verified duplicate or incorrect metering should be corrected.

No automatic refund merely because an Agent did not achieve the desired commercial outcome. Users pay for eligible processing and Services rather than guaranteed business results.

No removal of statutory Consumer rights. Mandatory legal remedies take priority over contractual refund restrictions.

No cash redemption of ordinary Hawi Credits. Credits remain closed-loop Service usage units.

Consumed usage remains consumed. Valid AI and Voice usage is generally not refundable.

Automatic activity requires appropriate authority. Users remain responsible for permissions and spending settings they intentionally enable.

Errors should be corrected transparently. Where Hawi confirms a billing error, we should correct the relevant balance or payment rather than leaving the customer incorrectly charged.

END OF CANCELLATION AND REFUND POLICY