Refund Policy
Last updated: July 21, 2026
This policy explains when and how RevOps Labs s.r.o. (the "Provider") refunds payments for paid subscriptions to the Hugo service (meethugo.co). It supplements the Terms of Service, in particular Section 5 (Right of Withdrawal) and Section 7 (Complaints Procedure), and does not limit any statutory consumer rights under Czech or EU consumer protection law. In case of any conflict between this document and mandatory statutory provisions, the statutory provisions prevail.
1. When we issue a refund
1.1 Withdrawal within 14 days
If, when activating a paid plan, you did not give consent to immediate performance of the service before the withdrawal period expired (see Section 5.2 of the Terms of Service), you have the right as a consumer to withdraw from the contract within 14 days of its conclusion without giving a reason. In that case, we will refund the full amount paid.
If you gave consent to immediate performance and have already started using the service, the right of withdrawal and automatic refund under this section does not apply — see Sections 5.2 and 5.3 of the Terms of Service.
1.2 Duplicate or incorrect charges
If you were charged twice by mistake, charged an incorrect amount, or charged after cancelling your subscription, we will refund the incorrectly charged amount in full without undue delay after verification.
1.3 Extended unavailability of paid features
If paid (Premium) features are unavailable for reasons attributable to the Provider for more than 72 hours within a single billing period, you may request a pro-rated refund for the period of unavailability, or an extension of your subscription by the same period. We assess these requests on a case-by-case basis.
1.4 Trials
Activating or cancelling a trial involves no payment, so no refund arises in connection with it. If a trial converts automatically into a paid subscription and you did not cancel it in time, Section 1.1 or 1.2 above applies as relevant.
2. When we do not issue a refund
Beyond the statutory exceptions, we generally do not refund:
- the already-elapsed part of a subscription period after the withdrawal period has expired, or where you consented to immediate performance,
- the remaining part of a prepaid period if you cancel by your own choice (e.g. you decide to stop using the Service) — Premium access continues until the end of the paid period, but the pro-rated amount for unused time is not refunded,
- account suspension or termination by the Provider due to your breach of the Terms of Service,
- fees or currency conversion differences charged by your bank or card issuer, which are outside the Provider's control.
3. How to request a refund
Send a request to support@meethugo.co including:
- the email address your account is registered under,
- the payment date and, if available, the invoice/transaction number,
- the reason for your refund request.
We will confirm receipt within 5 business days and resolve the request in accordance with the complaints procedure (Section 7 of the Terms of Service), no later than 30 days from receipt.
4. Refund method and timing
An approved refund is issued using the same payment method you used to pay, without undue delay and no later than 14 days after approval. Depending on your bank or card issuer, it may take an additional 5–10 business days for the amount to appear on your statement.
5. Before starting a chargeback
If you disagree with a charge, please contact us first at support@meethugo.co — we can resolve most requests faster and without the fees often associated with a bank chargeback.
6. Changes to this policy
We may update this policy from time to time, in particular following the selection of a payment processor. We will notify you of material changes by email or an in-Service notice.
7. Contact
RevOps Labs s.r.o., Hlaváčkova 1334/19, Košíře, 150 00 Prague, Czech Republic
Email: support@meethugo.co