Refund Policy

General Policy

Our Standard Position

All purchases on Hatch — including membership fees, Nest subscriptions, and any other paid features — are generally non-refundable, except in the specific circumstances outlined in this policy or as required by applicable consumer protection law.

This is consistent with how subscription-based digital services work globally. When you subscribe, you gain immediate access to digital content and features — that access begins the moment your payment is processed.

Membership Plans

Explorer & Creator Memberships

Hatch membership fees ($4.99/month Explorer, $19.99/month Creator) are billed monthly in advance and are non-refundable for the current billing period.

Cancellation: You may cancel at any time from your account dashboard. Upon cancellation:

• Your membership remains active through the end of your current paid period
• You will not be charged again after your current period ends
• No partial refund is issued for unused days in the current period
• Your content and Nests remain accessible until the period ends

Nest Subscriptions

Creator Nest Subscriptions

When you subscribe to a creator's Nest, your payment goes directly to supporting that creator. Nest subscription fees are set by the creator and are non-refundable for the current billing period.

If you cancel a Nest subscription:

• Access continues through the end of your current paid period
• No partial refund for unused time
• You can re-subscribe at any time

If the creator closes or deletes their Nest: If a creator closes their Nest mid-subscription period, you are entitled to a pro-rated refund for the remaining days. Contact us at [email protected] within 14 days.

Exceptions

When Refunds Are Issued

Refunds are considered in the following circumstances:

• Duplicate charge — you were charged more than once for the same purchase
• Unauthorized payment — a charge was made without your authorization and you have reported it to us within 14 days
• Creator Nest closure — a creator closes their Nest mid-subscription period (pro-rated refund for remaining days)
• Technical failure — Hatch experienced a documented, prolonged outage that prevented you from accessing a paid service you had already purchased
• Statutory cooling-off period — if you are located in the EU or UK and cancel within 14 days of your first subscription purchase, you may be entitled to a full refund under the EU Consumer Rights Directive, provided you have not yet accessed the digital content

The following are not grounds for a refund:

• Changing your mind after subscribing
• Not using the platform after subscribing
• Dissatisfaction with content from a specific creator
• Account suspension or termination due to policy violations
• Forgetting to cancel before renewal

App Stores

Apple App Store & Google Play Purchases

If you purchase a Hatch membership or Nest subscription through the Apple App Store or Google Play Store, your purchase is governed by Apple's or Google's terms and refund policies — not Hatch's.

Hatch has no ability to issue refunds for purchases made through Apple or Google. Please contact them directly.

How to Request

Requesting a Refund

To request a refund under one of the eligible circumstances above:

• Email [email protected] with the subject line "Refund Request"
• Include your account email address, the date of the charge, the amount, and the reason for your request
• Attach any relevant screenshots or documentation
• Requests must be submitted within 30 days of the charge in question

We will acknowledge your request within 5 business days and resolve it within 14 business days. Approved refunds are processed via the original payment method and may take 5–10 business days to appear.

Chargebacks

Chargebacks & Disputes

If you initiate a chargeback with your bank or card issuer without first contacting Hatch, we reserve the right to:

• Suspend your account pending investigation
• Withhold future payouts (for creator accounts) until the dispute is resolved
• Deny future subscription requests

We take fraud seriously and will provide your bank with all transaction records, IP logs, and usage data in our dispute response.

If you believe a charge was made in error, please contact us first — we resolve legitimate billing issues quickly and without drama.

Contact

Billing & Refund Support

Email: [email protected] — subject line "Refund Request"

We respond within 5 business days. No bots. A real person will read your email.