Cancellation and refund policy
Last updated: 15 October 2026
This policy covers Premium for hivup apps, such as Heart Steps Premium, bought on our website or inside our web apps at play.hivup.pro. Payments there are processed securely by Razorpay. We want every family to be happy with what they paid for, so this policy is short and simple.
1. What you buy
Premium is a digital pass that unlocks extra content in one app for the length you choose: 1 month, 3 months, 6 months or 1 year. Prices are shown in Indian rupees before you pay. A web purchase is a one-time payment: it does not renew automatically, and we never charge you again unless you choose to buy.
2. Cancellation
- There is nothing to cancel to stop future charges, because web passes do not renew.
- When your pass ends, Premium content locks again. Your child keeps the free content and all their progress.
- If you change your mind before paying, simply close the payment window. No money is taken.
3. Refunds
We will refund your payment in full if, within 7 days of buying, you tell us that:
- you were charged more than once for the same purchase;
- you were charged but Premium did not open, and we could not fix it for you; or
- you bought the wrong plan or bought by mistake, and Premium has hardly been used.
In other cases, refunds for a pass that has already been used are at our discretion, and we look at every request kindly. Nothing in this policy limits your rights under Indian consumer law.
4. How to ask for a refund
Email support@hivup.pro from the email you used to buy, with the app name, the date of payment and, if you have it, the Razorpay payment ID from your receipt. We reply within 2 working days.
Approved refunds go back to the original payment method (UPI, card, net banking or wallet) within 5–7 working days. Your bank may take a little longer to show it. When a pass is refunded, Premium for that purchase ends.
5. Purchases through app stores
Subscriptions bought through Google Play or the App Store are billed, renewed, cancelled and refunded by that store under its own policies. You can cancel them at any time in your store account.
6. Contact
Questions about a payment: support@hivup.pro. Our business details are on the contact page.