Refund and Payment Policy

1. Scope

This policy applies to all orders placed through the HDE Platform for custom Discord bot development, hosting, maintenance, third-party provider services, VIP subscriptions, and any other services offered. By placing an order or subscribing to a service, you agree to the terms set out in this policy.

2. Pricing Models

Services on the Platform are offered under two pricing models:

• Hourly Pricing: The development cost is calculated as the total estimated hours multiplied by the applicable hourly rate, adjusted by your account's price multiplier and any active VIP discount. Additional monthly costs for maintenance and hosting may apply.
• Fixed Pricing: A single fixed development price is set for the service, adjusted by your account's price multiplier and any active VIP discount. Additional monthly costs may apply.

3. Payment Structure

Orders may include the following cost components:

• One-time development fee: Due before or during the development phase as specified in the order
• Monthly maintenance fee: Recurring charge for ongoing maintenance of your bot
• Monthly hosting fee: Recurring charge for hosting your bot on our infrastructure
• VIP subscription fee: Monthly recurring charge for VIP membership tiers, billed through Stripe

4. Payment Methods and Processing

Payments are processed securely through Stripe, Inc. When making a payment, your payment card information is collected and processed directly by Stripe's payment infrastructure. By making a payment, you agree to Stripe's Terms of Service. HDE does not store full credit card numbers or payment card details. All amounts are denominated in EUR (Euro) unless otherwise agreed. Wallet credits and credit note amounts may be applied towards outstanding balances where applicable.

5. Promotional Discounts and Affiliate Codes

Orders may include promotional discount codes or affiliate referral codes. Discounts are calculated on the server and may apply to development costs, monthly costs, or both, depending on the promotion type. Discount codes are subject to usage limits, per-user limits, and expiry dates. VIP tier discounts are applied automatically based on your active subscription. In the event of a refund, the refund amount is based on the actual amount paid after any discounts have been applied.

6. Refund Eligibility

Refund eligibility depends on the status of your order at the time of the refund request:

7. VIP Subscription Cancellation

VIP subscriptions may be cancelled at any time through the Platform. Cancellation takes effect at the end of the current billing period - you will retain VIP benefits until your paid period expires. No pro-rata refunds are issued for partial billing periods. After cancellation, your VIP status will transition to "cancelled" and then to "inactive" once the paid period ends. VIP discounts will no longer apply to new purchases after your subscription becomes inactive.

8. Credit Notes and Wallet Credits

In certain circumstances, HDE may issue credit notes against invoices or apply wallet credits to your account instead of processing a direct refund. Credit notes may be used to offset future invoices. Wallet credits may be applied towards future service purchases. The decision to issue a credit note or wallet credit versus a direct refund is at HDE's discretion, subject to applicable consumer protection law.

9. Order Cancellation

You may cancel an order in "pending" status through the Platform. Cancellation of a pending order will automatically reverse any promotional discount usage counts. Orders that have progressed beyond "pending" status cannot be cancelled by the user and must be discussed with our team at info@hdetailenterprise.com.

10. Taxes and VAT

Prices displayed on the Platform may be subject to Value Added Tax (VAT) or other applicable taxes in accordance with Bulgarian and EU tax law. The applicable tax treatment will be determined based on your location and the nature of the service. You are responsible for any additional taxes applicable in your jurisdiction that are not collected by HDE.

11. Currency

All prices are stored and calculated in EUR (Euro). Approximate USD equivalents may be displayed for reference, based on the current exchange rate (refreshed periodically from the European Central Bank via the Frankfurter API). The EUR amount is authoritative for all billing and refund purposes.

12. Failed Payments

Failed payments may result in the order remaining in "pending" status until payment is successfully completed. For VIP subscriptions, a failed payment may result in your subscription status changing to "past due." Repeated payment failures may lead to order cancellation or VIP subscription termination. We will make reasonable efforts to notify you of payment issues through the Platform.

13. Disputes and Contact

If you have a dispute regarding a payment or refund, please contact us at info@hdetailenterprise.com. We will respond within 14 business days. If we are unable to resolve the dispute directly, you may exercise your rights under applicable consumer protection law, including the right to file a complaint with the Bulgarian Commission for Consumer Protection or to use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.