www.hookd.group
Document Set v1.2 · Effective: 2026-05-18
Supersedes: v1.1 (2026-05-18) and v1.0 (2026-05-15)
This document is part of the Hookd Group v1.2 legal pack, comprising: General Terms & Conditions, Privacy Policy, Cookie Policy, Refund Policy, Data Processing Agreement (DPA, Annex I to the Terms), and Subprocessor List. All documents in this set share the same effective date and must be read together. In the event of conflict between documents, the order of precedence is: (i) any individually-signed Order; (ii) the General Terms & Conditions; (iii) the Data Processing Agreement (for matters of personal-data protection, the DPA prevails over the Terms); (iv) the Refund Policy; (v) the Subprocessor List; (vi) the Privacy Policy; (vii) the Cookie Policy.
Hookd Group is the operating brand of OmnisMundi GmbH, a private limited company organised under the laws of the Federal Republic of Germany, with registered office at Kirchhainer Strasse 62, 60433 Frankfurt am Main, Germany, registered with the commercial register of the local court of Frankfurt am Main (Managing Director: Gerald Heydenreich). All references in this document to "Hookd Group", "the Company", "we", "us" or "our" mean OmnisMundi GmbH acting under the brand "Hookd Group". General contact: info@hookd.group. Data-protection enquiries: privacy@hookd.group. Web: https://www.hookd.group.
This Refund Policy describes the conditions under which Hookd Group ("we", "us") will issue refunds for fees paid in connection with the Hookd Group software-as-a-service platform (the "Service"). It supplements, but does not replace, the General Terms & Conditions (Clause 11 of which is reproduced here for the Client's convenience). In case of conflict, the General Terms & Conditions prevail.
Hookd Group is a business-to-business (B2B) service. The statutory right of withdrawal under § 312g BGB available to consumers (Verbraucher within the meaning of § 13 BGB) does not apply, since the Service is offered exclusively to entrepreneurs (Unternehmer within the meaning of § 14 BGB).
1.1 You will not be entitled to a refund or credit from Us under any circumstance. However, We may, at our sole discretion, offer a refund, discount or credit in particular cases described below.
2.1 Subscriptions are billed monthly in advance and may be terminated at any time with effect at the end of the then-current monthly term, as described in the General Terms & Conditions. Termination prevents the next renewal but does not entitle the Client to a pro-rata refund of fees already paid for the current term.
2.2 The Client retains access to the Service through the end of the prepaid monthly term following termination, after which access ceases.
3.1 Where the Service is materially unavailable for an extended period attributable to the Company, the Client may request a service-credit refund proportionate to the period of unavailability. "Materially unavailable" means the core functionality of the Subscription is inaccessible or non-functional for more than 8 consecutive hours during business days (Frankfurt am Main local time).
3.2 Requests for service-failure refunds must be submitted in writing to info@hookd.group within 30 days of the incident, with reasonable evidence of the impact on the Client's use of the Service.
3.3 Service-credit refunds are issued as either (i) a credit applied to the next monthly invoice, or (ii) at the Company's discretion, a cash refund processed by Polar Software, Inc. (acting as Merchant of Record).
4.1 Credit packs are billed at the time of purchase and are non-refundable once any Credits in the pack have been consumed. The Client accepts that consumption of even a single Credit constitutes activation of the pack.
4.2 Unused, unconsumed Credit packs may, at the Company's discretion, be refunded within 14 days of purchase, less a 10% administrative deduction to cover payment-processing costs.
4.3 Credits included in monthly Plan B Subscriptions are not separately refundable and expire at the end of the calendar month in which they were granted.
5.1 The Founder tier offer (EUR/USD 10 per month, rate locked for the duration of an active Subscription, limited to 100 seats system-wide) is provided as a special pricing arrangement. By accepting the Founder tier, the Client acknowledges:
5.2.1 The Founder-tier locked rate applies only for so long as the Service continues to be offered. We expressly reserve the right under Clause 16 of the General Terms & Conditions to discontinue the Service in whole or in part, on at least ninety (90) days' prior written notice, for any operational, regulatory, technical, or commercial reason at our sole discretion.
5.2.2 Upon Service-wide discontinuation, all Founder-tier Subscriptions terminate on the discontinuation date. Affected Clients will receive a pro-rata refund of any unused prepaid monthly fee for the partial month in which discontinuation occurs, processed through the Merchant of Record.
5.2.3 No further compensation, damages, lost-profits or specific-performance claims arise in connection with such discontinuation. The Founder-tier "locked-for-life" framing in marketing communications is contingent on the existence of the Service; it does not constitute an irrevocable lifetime entitlement to access the Service or to any specific pricing thereof, and no such entitlement shall be implied.
5.3.1 We may, on at least ninety (90) days' prior written notice, discontinue the Founder tier specifically while continuing the Service generally. Reasons may include (without limitation) the conclusion of the launch-cohort experiment, structural changes to the pricing model, or commercial considerations.
5.3.2 In such case, affected Founder-tier Clients will be given the option to (i) transition to then-current standard pricing on the discontinuation date and continue using the Service, or (ii) terminate the Subscription on the discontinuation date with a pro-rata refund of any unused prepaid monthly fee.
5.3.3 We will communicate the transition options and the discontinuation date in the notice referenced above.
6.1 If a Client believes a charge is incorrect, the Client should first contact us at info@hookd.group. We will respond within 5 business days and, where appropriate, arrange for correction or refund.
6.2 The Client should not initiate a chargeback through its payment card issuer before contacting us directly. We consider chargebacks initiated without prior contact a material breach of the General Terms & Conditions and reserve the right to suspend the account pending resolution.
6.3 Where a chargeback is successfully initiated by the Client's card issuer, we will treat the contested amount as outstanding and may suspend the account until the underlying dispute is resolved.
7.1 All payments and refunds in respect of the Service are processed by Polar Software, Inc. (or its applicable affiliate) acting as Merchant of Record. Polar is a separate legal entity from Hookd Group.
7.2 Refunds approved by us are issued via Polar, which will return the refunded amount to the original payment method. The Client acknowledges that Polar's own processing terms and timing apply to refund issuance, typically 5-10 business days from approval.
7.3 Where the Client's card issuer or bank applies its own processing delays after Polar returns funds, we are not responsible for those delays.
8.1 As stated at the head of this Policy, the Service is offered exclusively to entrepreneurs. The 14-day statutory right of withdrawal in distance-sales contracts under § 312g BGB applies only to consumers and is therefore not available to Clients of the Service.
8.2 Nothing in this Policy purports to limit any non-waivable consumer-protection rights of any person who, contrary to the Service's B2B-only positioning, may be deemed a consumer under mandatory provisions of applicable law. In such a case, the relevant non-waivable rights apply notwithstanding this Policy.
All refund requests must be submitted in writing to:
Hookd Group (c/o OmnisMundi GmbH)
Re: Refunds
Email: info@hookd.group
Please include: account email, Subscription identifier, the date and amount of the disputed charge, and a brief description of the basis for the refund request.
We may update this Policy from time to time to reflect changes in the Service, in our billing arrangements, or in applicable law. Material changes will be communicated to Clients at least 30 days before they take effect and will apply only to fees paid after the effective date of the change.