Refund and Cancellation Policy — Hermes Layer

Refund and Cancellation Policy — Hermes Layer

Version: 1.0
Last updated: 11 June 2026
Language: English international version
Reference language: French

This English version is provided for international users. The operator of Hermes Layer remains a French business, and the French version remains the reference version in case of inconsistency, unless mandatory law provides otherwise.

This Policy explains the rules for cancellation, suspension, refunds, Managed AI credits and payment disputes for Hermes Layer.

It supplements the Terms of Use and the Terms of Sale.

1. Contact before refund or dispute

For any refund request, cancellation, payment error, duplicate payment, invoice issue or Stripe dispute, please first contact:

Hermes Layer Support: [email protected]

Please include:

• the account email address;
• the payment date;
• the amount;
• the relevant plan or top-up;
• the invoice, Stripe receipt, checkout session, payment intent or charge identifier if available;
• the reason for the request;
• any useful screenshot or information.

Hermes Layer may refuse to process an incomplete request if the account or payment identity cannot be verified.

2. Subscription cancellation

The customer may cancel the subscription through the Stripe Customer Portal where available, or by contacting support.

Unless otherwise stated:

• cancellation takes effect at the end of the current billing period;
• access remains available until that date if the account complies with the terms;
• no further renewal is charged after the effective cancellation date;
• the workspace, runtime and access may be stopped at the end of the paid period;
• the customer must export its data and backups before access ends.

Cancellation does not automatically delete payment obligations already incurred, amounts due, contractual evidence, accounting data or data retained for dispute or legal obligation purposes.

3. Payment-related suspension

Hermes Layer may suspend access, stop the runtime or limit features where:

• payment fails;
• the subscription becomes past_due, unpaid, canceled, incomplete or inactive;
• a chargeback or payment dispute is opened;
• a payment appears fraudulent;
• Stripe or a provider reports a risk;
• the law or an authority requires it.

If payment is regularized and the subscription becomes active again, Hermes Layer may resume or reprovision the associated workspace where technically possible.

4. Subscription refunds

Unless a contrary legal obligation or written agreement by Hermes Layer applies, subscriptions are not refundable once the service has been activated, used or made available.

The following are considered signs of activation or use, in particular:

• confirmed checkout;
• active subscription;
• workspace created, resumed or provisioned;
• opening of the WebUI or agent;
• runtime started;
• backup created, downloaded, imported or restored;
• support ticket linked to use;
• use of the Managed AI gateway;
• access or digital delivery logs;
• consumption of server resources.

Hermes Layer may nevertheless accept a full or partial refund on a case-by-case basis, including in the following situations:

• clearly accidental duplicate payment;
• billing error attributable to Hermes Layer;
• confirmed fraudulent payment before significant use;
• order not technically activated after a reasonable period despite a support request;
• prolonged and substantial unavailability exclusively attributable to Hermes Layer;
• mandatory legal obligation.

Partial refunds may be calculated taking into account actual use, reserved resources, discounts, taxes, provider costs and non-recoverable fees.

5. No refund in certain cases

Unless a contrary legal obligation applies, no refund is due in particular where:

• the customer simply changed their mind after activation;
• the customer failed to cancel before renewal;
• the customer did not use the service although it was available;
• the issue results from customer misconfiguration;
• the issue results from a BYOK provider, model, API key, connector or repository configured by the customer;
• the customer breached the Terms of Use;
• access was suspended for fraud, abuse, prohibited use or security risk;
• the customer requests a refund for a period already started and available;
• Managed AI credits have been consumed;
• an AI output is considered unsatisfactory although the service technically worked;
• a third-party provider changes its prices, models, limits, terms or availability.

6. Managed AI credits: cancellation, consumption and refund

Managed AI credits are prepaid credits usable through the Hermes Layer OpenRouter gateway.

A one-time first-subscription Managed AI credit bonus may be offered as a separate promotional credit. It is not part of the subscription price, does not make AI model usage included in the subscription, is granted only once per account or customer after the first paid subscription is confirmed, and is not reissued after cancellation, suspension, plan change, restart or later resubscription.

6.1 Before payment

An unpaid, expired or canceled top-up reservation is not charged and may be released automatically. By default, a reservation may expire after a limited period, including 45 minutes according to the technical configuration.

6.2 After payment

After confirmed payment, credits are added to the account ledger.

Credits consumed, held for an ongoing request or corresponding to a provider cost already incurred are not refundable, unless a technical error attributable to Hermes Layer or a contrary legal obligation applies.

Promotional first-subscription AI credit bonuses have no cash value and are not refundable, except where mandatory law requires otherwise.

6.3 Unused credits

Hermes Layer may, at its discretion and upon request sent to [email protected], refund all or part of unused Managed AI credits where:

• the request is made shortly after purchase;
• no abuse is detected;
• the payment is not disputed;
• the account is in good standing;
• fees, taxes and non-recoverable costs can be handled;
• the balance can be debited properly.

In case of refund, the account balance is debited by the refunded amount. If the available balance is lower than the requested refund, Hermes Layer may refuse or limit the refund.

7. Right of withdrawal

7.1 Professional customers

Hermes Layer is sold mainly to professional customers. Professional customers do not benefit from a statutory 14-day right of withdrawal, unless a mandatory provision provides otherwise or a written agreement is made.

7.2 Consumers who may be accepted

If Hermes Layer exceptionally accepts a consumer order, mandatory withdrawal rules applicable to distance contracts and digital services remain applicable.

Where the consumer requests immediate access to the digital service, activates the workspace, uses the agent, consumes Managed AI credits, generates outputs, downloads or restores backups before the expiry of the withdrawal period, the consumer acknowledges that performance begins immediately and that the right of withdrawal may be lost, limited or subject to proportional billing depending on applicable law.

8. Automatic renewals

Subscriptions renew automatically until cancelled.

The customer must cancel before the renewal date if it does not wish to be charged for the following period. A request received after renewal does not automatically entitle the customer to a refund.

Hermes Layer may send payment, invoice, payment failure or status change notifications, but the customer remains responsible for managing its subscription and payment method.

9. Plan changes

Plan changes may result in:

• immediate payment;
• proration;
• change at the next period;
• Stripe credit or debit;
• resource modification;
• technical restart of the workspace.

The exact conditions are those displayed in Stripe Customer Portal or in the interface at the time of change.

A plan change that has already been applied and used is not automatically refundable.

10. Incidents and unavailability

In case of significant unavailability attributable to Hermes Layer, the customer must open a support ticket with a description of the incident, dates, time, impact, screenshots or available logs.

Hermes Layer may offer, depending on severity and duration:

• technical correction;
• commercial extension;
• credit;
• partial refund;
• full refund of the affected period.

No refund is due for incidents caused by:

• third-party AI providers;
• invalid or exhausted BYOK keys;
• customer configuration errors;
• customer-side Internet outages;
• user actions in the runtime;
• force majeure;
• reasonable maintenance;
• suspension for breach or security risk.

11. Taxes, banking fees and currencies

Refunds are made through the original payment method where possible.

Taxes may be refunded according to Stripe rules, the relevant country and the invoice. Bank fees, exchange fees, card fees, currency differences or fees imposed by the customer’s bank are not refunded by Hermes Layer.

12. Chargebacks and Stripe disputes

A chargeback or Stripe dispute is not a support process. It may result in immediate suspension of access until resolved.

Hermes Layer reserves the right to challenge any chargeback it considers unfounded, fraudulent or contrary to the accepted terms. In this context, Hermes Layer may transmit to Stripe or payment networks:

• applicable terms;
• refund policy;
• checkout proof;
• activation proof;
• receipt or invoice;
• access proof;
• usage evidence;
• plan and billing data;
• support logs;
• backup history;
• proof of Managed AI credits purchased or consumed;
• payment method elements available through Stripe;
• hashes, PDF/JSON exports and integrity evidence.

If the dispute is lost or if payment remains unpaid, Hermes Layer may terminate the account, disable access and retain evidence for the necessary period.

13. Data export before cancellation

Before the end of the subscription, the customer must download necessary exports and backups.

After access ends, Hermes Layer may temporarily retain certain data in accordance with the Privacy Policy, the Data Processing Addendum, legal obligations and backup constraints. Hermes Layer is not required to maintain runtime access after the end of the paid period.

14. Handling of requests

Hermes Layer makes reasonable efforts to respond to refund or cancellation requests within a reasonable time.

A request may be refused if:

• the account cannot be identified;
• the requester is not authorized;
• the request is abusive;
• the payment is already disputed;
• the refund would breach Stripe terms, a legal obligation or a tax obligation;
• the service has been used significantly;
• the evidence shows compliant activation and delivery.

15. Contact

Cancellation and refund support: [email protected]
General questions: [email protected]
Personal data: [email protected]