Refund Policy

We want billing to feel fair and predictable. This policy explains exactly how refunds, auto-renewal, cancellation, and disputed charges work for HiddenViewer subscriptions, operated by J.A.B. Enterprises. It supplements our Terms of Service.

1. Public account access

Public-account lookups (profiles, posts, reels, stories, highlights) work automatically and reliably and are the core of what your subscription pays for. If a technical failure on our end prevents you from using this core functionality during your billing cycle, contact [email protected] within 14 days of the issue and we'll make it right — typically a partial refund or account credit, assessed case by case.

2. Private account requests

Private-account requests are explicitly sold as a manual, best-effort service with no guaranteed outcome — this is disclosed before you submit a request. Because of that, the inability to retrieve content from a specific private account is not, on its own, grounds for a refund of your subscription. Your subscription fee covers access to the Service (including unlimited public lookups) for the billing cycle, not a guaranteed private-account result.

That said, if our team never actually attempts your request within a reasonable time, or if something on our end clearly went wrong, tell us — we review these individually and will make it right, which may include a partial refund, credit, or an additional attempt.

3. First-cycle discount & auto-renewal

Your first billing cycle (1, 3, or 12 months, as selected) is charged at a 25%-discounted introductory rate. Every renewal after that is charged automatically, at the start of the next cycle, at the full, non-discounted price shown on our pricing page — this continues every cycle until you cancel. If you did not intend to renew and contact us within 7 days of a renewal charge, we will issue a full refund of that renewal charge and cancel future billing.

4. How to cancel

Cancel any time from account settings with one click — no phone call, no retention flow, no need to contact support. Cancelling only turns off future auto-renewal: your access continues for the remainder of the billing cycle you've already paid for, and it does not refund that cycle unless it qualifies under Section 1 or Section 3 above.

5. Refund window

Outside of Sections 1–3 above, we will consider a full refund of your first subscription purchase (not renewals) if requested within 7 days of that purchase, provided your account has not made substantial use of the Service — for example, submitting multiple private-account requests or a high volume of lookups. Subsequent purchases, plan changes, and renewals are refunded only as described in Sections 1 and 3.

6. Dormant accounts

If your account has had no login or lookup activity for 90 consecutive days, we may treat it as dormant for refund purposes: charges on a dormant account are not eligible for refund under Section 5, since the lack of use was not caused by an issue on our end. You can still cancel a dormant account at any time to stop future renewals, and we'll try to reach you by email before a renewal if we notice extended inactivity.

7. Chargebacks & disputes

If you believe you've been charged in error, please contact [email protected] first — most billing issues are resolved faster this way than through your card issuer, and we will not treat that outreach negatively. If you file a chargeback or payment dispute without contacting us first, or if a dispute is found to be unwarranted, we reserve the right to suspend your account while the dispute is investigated and to submit evidence of your use of the Service (including request logs and delivered content) to the payment processor or card issuer. Accounts suspended for an unwarranted or fraudulent chargeback may be reinstated, at our discretion, only after the outstanding balance is resolved.

8. How to request a refund

Email [email protected] with your account email and the reason for the request. We aim to respond within 2 business days and to resolve refund requests within 5 business days. Approved refunds are returned to your original payment method and may take 5–10 business days to appear on your statement, depending on your bank or card issuer; transaction/processing fees charged by intermediaries may not be recoverable.