Hiprup

Refund and Cancellation Policy

Last updated: July 26, 2026

This Refund and Cancellation Policy applies to institutional purchases of Hiprup from Pixobase Solutions ("Pixobase", "Hiprup", "we", "us", or "our").

Hiprup is offered through accepted quotations, order forms, invoices, payment links, statements of work, or similar documents (each an "Order"). The Order sets out the purchased seats, service period, usage allocations, fees, payment schedule, and any special cancellation or refund terms.

If an Order signed by Pixobase contains different refund or cancellation terms, the Order controls.

1. Before an Order is accepted

A quotation or proposal may be withdrawn or changed before acceptance. The Customer may also decide not to proceed before Pixobase accepts the Order or receives payment.

Submitting an institution enquiry or requesting a quotation does not create a purchase or payment obligation.

2. Cancellation before provisioning

If the Customer has paid but Pixobase has not yet provisioned the organization or begun contracted implementation work, the Customer's authorized business contact may request cancellation.

We will normally approve the request unless:

  • the Order states that it is non-cancellable;
  • a committed service start date has passed;
  • custom implementation or configuration work has begun; or
  • Pixobase has incurred disclosed, non-recoverable third-party costs for the Order.

Any permitted deduction will be explained before the balance is refunded.

3. Cancellation after access begins

Once the organization has been provisioned, the service period has begun, or contracted implementation work has started, Orders are non-cancellable and fees are non-refundable for convenience unless the Order expressly says otherwise.

The following do not cancel an Order or create a refund:

  • a Customer using fewer seats or mock-interview allocations than it purchased;
  • deactivating or removing an Authorized User;
  • releasing or reassigning an active seat;
  • a user leaving the institution;
  • a Customer choosing not to use available features; or
  • an individual user's account, device, internet, or eligibility issue.

A request to reduce seats generally applies only to a future Order or renewal and is subject to written acceptance by Pixobase.

4. Renewals and recurring payments

Unless the Order expressly says otherwise, Hiprup Orders do not renew automatically and Pixobase does not initiate recurring debits. Continued service requires a new or extended Order and the applicable payment.

If a Customer has expressly agreed to automatic renewal or recurring payment in an Order, the cancellation deadline and method stated in that Order apply.

5. When a refund or service credit may be available

We will investigate a request involving:

  • a duplicate payment for the same Order;
  • a successful payment where Pixobase does not provision the contracted service;
  • an incorrect amount charged by Pixobase;
  • a material, reproducible failure of a contracted core feature that Pixobase cannot cure within a reasonable period; or
  • a refund or remedy required by applicable law or the Order.

Depending on the circumstances and the Order, the appropriate remedy may be correction of the service, additional service time, a credit note, a partial service credit, or a full or partial refund.

Temporary maintenance, third-party internet failures, Customer configuration, unsupported devices, isolated defects, AI-output quality, or a user's interview or placement outcome do not by themselves qualify for a refund.

6. How to request cancellation or a refund

The Customer's authorized business or billing contact should email support@hiprup.com as soon as possible and, for a payment error, preferably within 7 calendar days of discovering it.

Include:

  • the institution's legal name;
  • the requester’s name, role, email, and phone number;
  • the Order, quotation, or invoice number;
  • the payment date, amount, and transaction reference;
  • the requested resolution; and
  • supporting screenshots or documents, if relevant.

Requests from individual Authorized Users may be referred to the Customer because the Customer is the contracting and paying party.

7. Review and resolution

We will acknowledge a cancellation, refund, or payment grievance within 48 hours and aim to resolve it within 30 days.

We may ask for additional information, test a reported issue, or first offer a reasonable cure where appropriate. Approval or rejection will be communicated to the Customer's authorized contact with an explanation.

If approved, Pixobase will normally initiate the refund within 5–7 business days using the original payment method where possible. The bank or payment provider may require additional time to credit the Customer's account.

Applicable taxes, withholding, exchange-rate differences, provider charges, and credit-note requirements will be handled according to law and the original transaction.

8. Payment disputes and chargebacks

Please contact us before starting a chargeback so we can investigate and correct the issue. Pixobase may suspend the affected service while a payment is reversed or formally disputed.

Nothing in this section prevents a Customer from using a lawful payment-dispute process or another remedy that cannot be waived.

9. Statutory rights

This Policy does not exclude or limit any refund, cancellation, warranty, or consumer right that cannot lawfully be excluded. Where mandatory law provides a stronger remedy, that law will apply.

10. Contact

Pixobase Solutions — Hiprup Billing and Grievance Contact