Refund Policy

Last Updated: November 15, 2025

1. Refund Eligibility

Refunds Are Available If:

  • Request is made within 7 days of payment
  • Output quality issue (missing events, incorrect dates, formatting problems)
  • Technical failure (PDF won't download, corrupted files, processing errors)
  • Service did not function as described
  • AI failed to extract events from uploaded files

Refunds Are NOT Available For:

  • Change of mind after downloading PDFs
  • User error (uploaded wrong files, entered incorrect case information)
  • Court rejection of documents (formatting requirements vary by jurisdiction)
  • Buyer's remorse or change of circumstances
  • Requests made after the 7-day window
  • Dissatisfaction with legal outcomes or court decisions
  • Violations of our Terms of Service
2. How to Request a Refund

To request a refund, email us at admin@haiec.com with:

  • Order number or case ID
  • Payment email address
  • Detailed reason for refund request
  • Description of quality issue (screenshots or examples if applicable)

Subject line: "Refund Request - [Case ID]"

Tip: Include specific examples of issues (e.g., "AI missed 10 events from my email attachment" or "Timeline shows wrong dates"). This helps us review your request faster.

3. Review Process

Timeline

  • Initial Response: Within 24 hours (business days)
  • Review Completion: Within 2 business days
  • Refund Processing: 3-5 business days (if approved)

What We Review

  • Payment date and refund window eligibility
  • Quality of generated output (timeline, PDFs, events)
  • Technical issues or service failures
  • User's specific concerns and examples

Possible Outcomes

  • Full refund approved: 100% of payment returned
  • Partial refund: Case-by-case basis for minor issues
  • Re-processing offered: We fix the issue at no charge
  • Refund denied: If outside eligibility or 7-day window
4. Refund Methods

Refunds are processed via Stripe to the original payment method used for purchase.

Processing Time

  • Credit/Debit Cards: 3-5 business days
  • Bank Transfers: 5-10 business days
  • Actual timing depends on your bank or card issuer

Note: Refunds appear as a credit from "CourtCase" or "Haiec" on your statement.

5. Partial Refunds

For minor issues that don't warrant a full refund, we may offer partial refunds at our discretion:

Examples

  • 50% refund: If AI missed some events but generated usable timeline
  • 25% refund: Minor formatting issues in PDF output
  • Custom amount: Based on severity and impact

We prioritize customer satisfaction and will work with you to find a fair solution.

6. Alternative Solutions

Instead of a refund, we may offer:

  • Free Re-processing: Upload files again, we'll process at no charge
  • Manual Review: Our team manually checks and corrects AI extractions
  • Extended Retention: Extra time to download and review files
  • Tier Upgrade: Upgrade to Premium tier at no extra cost

In many cases, re-processing resolves issues without needing a refund. We're here to help!

7. Non-Refundable Situations

Refunds will be denied in these situations:

  • Request made after 7-day window
  • Service functioned as described (even if user dislikes results)
  • User uploaded inappropriate file types or corrupted files
  • Court rejected documents due to local formatting rules (not our fault)
  • User violated Terms of Service
  • Fraudulent or abusive refund requests
  • Account termination for policy violations
8. Chargebacks

Please contact us before initiating a chargeback. Chargebacks are costly for small businesses and damage our merchant account.

We will work with you to resolve issues through our refund process first.

If you file a chargeback:

  • Your account will be immediately suspended
  • We will contest the chargeback with evidence
  • Future access to CourtCase may be denied

We have a strong track record of resolving issues directly. Give us a chance to make it right!

9. Contact Us

For refund requests or questions:

Email: admin@haiec.com

Subject: "Refund Request - [Case ID]"

Expected Response: Within 24 hours (business days)

This Refund Policy was last updated on November 15, 2025. We reserve the right to modify this policy with notice.

Also see: Privacy Policy and Terms of Service

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