Refund & Cancellation Policy — Emet
Effective: 2026-09-15
1. Who you are buying from
Emet is sold through Paddle, which acts as the Merchant of Record. That means Paddle — not Hesed — is the seller of record for your purchase: Paddle processes the payment, issues the receipt and invoice, and handles sales tax, VAT and any other transaction taxes for your country.
Practically, this means a refund can be requested either from us (support@emet.ing) or directly from Paddle, and either route reaches the same place. Paddle's own buyer terms apply to the transaction alongside this policy; where the two genuinely conflict on the mechanics of payment, Paddle's govern.
What you pay us is not what you pay your translators. Your subscription is the only money that reaches Hesed. You engage your own translators, reviewers and language managers and you pay them directly — Emet supplies the platform and the arithmetic, never the funds (Terms §6). So a refund here returns your subscription charge. It has nothing to do with, and cannot return, what you have already paid the people you hired.
2. The free trial — nothing to refund
Every workspace starts with a 14-day free trial. No card is required, and nothing is charged during it. If you do nothing at the end of the trial, the workspace becomes read-only — your projects, translations and memory stay intact and exportable; you simply cannot create new work until you choose a plan. Nothing is deleted automatically, and no charge is ever triggered by a trial ending.
The trial exists so that the decision to pay is made after you have used the product on your own files. We would rather you find out it is wrong for you during the trial than ask for your money back afterwards.
3. Refund on your first payment
If you are not satisfied, contact us within 30 days of your first paid charge and we will refund it in full. You do not need to give a reason.
Thirty days, rather than the fourteen a consumer in the EU or UK gets by law: you have already had a 14-day trial on your own files before paying anything, so if Emet turns out to be wrong for you we would rather return the money than have you feel held to a decision made in the first week.
4. Renewals
Subscriptions renew automatically each billing period until cancelled. You can cancel at any time — see §5 — and cancelling before a renewal date means you are not charged again.
If a renewal charge catches you by surprise — you had stopped using Emet and forgot to cancel — write to us within 7 days of that charge and we will refund it, provided you have not started work in the new period.
We measure that rather than debate it. "Not started work" means no AI drafting and no segments confirmed in your workspace since the renewal date. Both are recorded, both are visible to you, and neither is a matter of opinion. We would rather refund a forgotten renewal than keep money from someone who was not getting value — and we would rather you knew in advance exactly what the test is.
Partial periods are not otherwise pro-rated. If you cancel mid-period, you keep access until the end of the period you have paid for. This follows Paddle's mechanics as seller of record: a cancellation takes effect at the close of the billing period you are in.
That rule is about you choosing to leave. If we end the agreement for convenience under Terms §7, we refund a fair proportion of anything you have prepaid for a period you will not now receive. Keeping a year's fee after asking a customer to go is not something we would want to defend, and it is not what we do.
5. How to cancel, and what happens to your data
Cancel from Plan & usage inside the app, or by writing to support@emet.ing. On cancellation:
- access continues until the end of the period you have already paid for;
- after that, the workspace becomes read-only — the same state as an expired trial. Existing work stays visible and exportable;
- you can export everything yourself at any time from Organisation settings → Your data, without asking us and without waiting;
- that read-only period runs for 30 days. After it, the organisation is retired and then deleted, exactly as Terms of Service §7 sets out. Ask and we will delete sooner, or retire without deleting if what you want is a pause rather than an ending. Retention periods for everything else are in Privacy Policy §5.
We do not hold your translations hostage to a subscription. The export button works whether or not you are paying.
6. Your statutory rights
This policy is offered in addition to any rights you have by law, and does not limit them.
- EU / EEA / UK — consumers have a 14-day withdrawal right for distance contracts. Paddle administers this one, because Paddle is the seller of record: it is written into their Buyer Terms and you can exercise it through them directly. Nothing in this policy narrows it.
- Brazil (CDC art. 49) — where the Consumer Defence Code applies, a consumer buying at a distance may withdraw within 7 days of contracting or of first being given access, whichever is later, and be refunded in full with monetary correction. We honour that directly — write to
support@emet.ing. We do not send you to Paddle for it: under the CDC everyone in the supply chain answers to the consumer, and asking you to chase a payment processor abroad would not be right.
In practice you should not need it. §3 gives you 30 days, no questions asked, on a first paid charge — longer than the statute, and offered whether or not you are a consumer.
Most Emet customers are organisations rather than consumers, and whether a consumer regime reaches a given organisation is something Brazilian courts decide case by case. We have deliberately not made this policy depend on the answer. The 30 days in §3 is offered to everyone, so the question could only arise on a renewal — and §4 covers that separately, on its own terms.
7. Where we will not refund
- Charges older than the windows above, except where the law requires otherwise.
- Accounts terminated for breach of the Acceptable Use Policy (see its §5 for what leads there, and what does not).
8. Contact
support@emet.ing — a person reads it. Tell us the workspace name and the charge you are asking about, and we will resolve it or explain why not.
Hesed Assessoria em Software LTDA · CNPJ 15.025.740/0001-50 · Rua Leroy, 119, Jd. Monsenhor Rossi, Limeira-SP, 13484-229, Brazil.