Refund Policy

1. Subscription Billing

RedHen Labs operates on recurring monthly billing through Stripe. Your subscription renews automatically unless cancelled prior to the renewal date.

After cancellation, your account remains active until the end of the already-paid billing period.

2. Refund Eligibility

We offer refunds only in the following cases:

2.1 Service Outages or Technical Failures

If RedHen Labs is unavailable for an extended period due to a system failure caused by us, and that outage materially impacts your ability to use the service, you may request a prorated refund.

2.2 Accidental Duplicate Charges

If you were accidentally billed more than once for the same period, we will issue a full refund of the duplicate charge.

2.3 Inability to Access the Service Due to Our System

If a verified system error prevents you from accessing the platform despite proper onboarding, we may issue a refund at our discretion.

2.4 30-Day Money-Back Guarantee (Review Plan)

The $19/mo Review plan is backed by a 30-day money-back guarantee. If you are not satisfied for any reason, email us at contact@rrw-ads.com within 30 days of your first Review-plan payment (the day-14 charge that follows the free trial) and we will refund that payment in full. This guarantee covers your first paid month on the Review plan and takes precedence over the exclusions in Section 3 for that 30-day period — including the "forgot to cancel" exclusion.

3. Situations Not Eligible for Refunds

Refunds are not provided under the following conditions:

• You forgot to cancel before renewal (except the Review plan's first charge, which is covered by the 30-day money-back guarantee in Section 2.4)
• You did not use the service during the billing period
• Your Amazon ad account was disconnected, suspended, or restricted
• Your ad performance did not improve or meet expectations
• Delays or limitations caused by Amazon's API or reporting system
• You changed your mind after subscribing
• You subscribed without verifying compatibility or needs

RedHen Labs is a data-driven software tool, and results depend on many factors outside our control (bids, budgets, competition, product quality, listings, seasonality, Amazon policies, etc.).

3.1 Managed

A Managed month that has started is not refunded. That includes the first month, which is mostly the work of setting up your account, and any marketplace added during a month. You can cancel Managed at any time, and it then continues to the end of the month you have paid for. A marketplace you remove stops at the end of the billing month, with no credit. Sections 2.1 to 2.3 still apply to Managed, and so does the right of consumers in Brazil described below. The 30-day money-back guarantee in Section 2.4 covers the Review plan only.

Consumers in Brazil: Under the Brazilian Consumer Protection Code (Código de Defesa do Consumidor, Art. 49), if you are a consumer you may withdraw from an online purchase within 7 days of the transaction and receive a full refund, with no justification required. This statutory right applies to eligible Brazilian consumers notwithstanding the exclusions listed above.

4. Trials and Introductory Periods

RedHen Labs offers a 14-day free trial. How it works depends on the plan:

• Review ($19/mo): a payment card is required at signup. You are not charged during the 14-day trial. On day 14, unless you cancel first, your card is automatically charged $19 and the plan renews monthly at $19 until you cancel. Cancel anytime before day 14 to avoid any charge. This first $19 charge is covered by the 30-day money-back guarantee in Section 2.4.
• Growth ($69/mo) and Professional ($129/mo): a payment card is required at signup. You are not charged during the 14-day trial. On day 14, unless you cancel first, your card is automatically charged your plan price ($69 for Growth, $129 for Professional) and the plan renews monthly at that price until you cancel. Cancel anytime before day 14 to avoid any charge.
• Managed ($499/mo for one marketplace, plus $199/mo for each additional marketplace): no free trial of its own. If you are in a free trial when Managed begins, the trial ends that day and we email you an invoice for your first Managed month, which you pay within 7 days. See Section 3.1.
• Once a paid billing cycle begins, the normal refund rules above apply.

Before your Review-plan trial converts to a paid subscription, we email you a reminder that billing is about to begin.

5. How to Request a Refund

To request a refund, visit our FAQ page

Include:

• Your account email
• Charge ID (from your Stripe receipt)
• Description of the issue

Refunds are reviewed case-by-case and typically processed within 5–7 business days.

6. Stripe and Payment Disputes

Initiating a chargeback with your bank without first contacting RedHen Labs may:

• Delay the resolution
• Result in account suspension
• Incur fees or restrictions imposed by Stripe

We resolve all legitimate billing issues quickly. Always contact us first.

7. Policy Updates

We may update this policy as needed. Continued use of the Service after updates constitutes acceptance.