Refund & Cancellation Policy

Hero is a subscription service billed monthly in advance. Because it is a digital service with a free trial, our refund terms are simple and generous where it matters.

Free trial first

Every new organisation receives a 14-day free trial with no payment details required. We encourage you to fully evaluate Hero during the trial before subscribing.

7-day money-back guarantee

If you are not satisfied within 7 days of your first subscription payment, contact us at support@pngcloud.xyz and we will refund that payment in full. Refunds are returned to the original payment method, normally within 5–10 business days depending on your card issuer.

Cancelling your subscription

You may cancel at any time from Settings → Subscription or through the payment provider. Cancellation stops future billing; you retain full access until the end of the period already paid for. We do not offer pro-rata refunds for partial months after the 7-day window, and there are no cancellation fees.

Billing errors

If you believe you were charged in error (duplicate charge, charge after cancellation, wrong amount), contact us with the transaction date and amount. Verified billing errors are refunded in full, regardless of when they occurred.

Your data after cancellation

Your organisation's data remains stored and encrypted for 90 days after cancellation, so you can resubscribe without loss or request an export. After 90 days it may be permanently deleted on request or per our retention schedule.

How to reach us

Email support@pngcloud.xyz with your organisation name and the email address on the account. We respond to refund requests within 2 business days (Port Moresby time).