Refund Policy

Effective Date: April 22, 2026

1. Our Philosophy

BillHero LLC ("BillHero," "we," "us") wants you to pay only for software that works for you. If it doesn't, we'd rather refund you quickly and earn your recommendation than keep a fee from a frustrated customer. This policy describes the scenarios in which we'll refund you, and the process for requesting a refund.

This Refund Policy supplements and, where more generous, supersedes the non-refundability language in Section 5 of our Terms of Service.

2. 7-Day Free Trial (Family Monthly & Family Annual)

All Family Monthly and Family Annual subscriptions include a 7-day free trial. If you cancel during the trial period, you will not be charged. You can cancel at any time from your Account page.

3. Family Monthly Subscriptions

  • You can cancel at any time. Cancellation stops future billing immediately and ends your access at the end of the current billing period.
  • Within 7 days of the first monthly charge (i.e. after your trial ends), you can request a full refund for any reason.
  • After 7 days, monthly fees are non-refundable for the current billing period, but future billing stops on cancellation.

4. Family Annual Subscriptions

  • Within 7 days of the annual charge, you can request a full refund for any reason.
  • After 7 days, annual fees are non-refundable, but you can cancel at any time to prevent the subscription from auto-renewing at the end of the current year.

5. Deep Dive (One-Time $99)

  • Refundable in full within 7 days of purchase, provided you have not downloaded or copied any appeal letter generated for your case. If you've downloaded the work product, the purchase becomes non-refundable.
  • After 7 days, Deep Dive purchases are non-refundable.

6. Failed Analyses

If an analysis fails due to a BillHero error (e.g., the server crashed mid-analysis, the pipeline returned an empty report, OCR couldn't read a clearly-legible document), contact us at support@billhero.ai. We'll either restore your monthly free analysis, issue a credit toward a future month, or refund the pro-rata value of the failed analysis on paid plans. Your choice.

Note that analyses producing a low-confidence or empty-issues report because a bill genuinely has no recoverable issues do not qualify as failures — the analysis worked; the bill was clean.

7. Duplicate or Erroneous Charges

Duplicate charges, charges made after a successful cancellation, or charges you didn't authorize are refunded in full, regardless of date. Email support@billhero.ai with your Stripe receipt.

8. How to Request a Refund

Send an email to support@billhero.ai with:

  • The email address on your BillHero account
  • The approximate date of the charge
  • Which refund scenario applies (sections 2–7 above)
  • Optional but helpful: a sentence on what went wrong so we can improve the product

We aim to respond within one business day. Refunds are processed through Stripe to the original payment method and typically appear on your statement within 5–10 business days.

9. What We Won't Refund

To keep the refund policy honest on both sides, a few scenarios where we'll decline:

  • Refund requests claiming the product "didn't work" when analyses were successfully generated and appeal letters downloaded.
  • Fees on accounts that violated our Terms of Service (including submitting fraudulent documents or exceeding the fair-use limit for commercial purposes).
  • Refund requests made more than 12 months after the original charge.
  • Refunds for appeal letters that were drafted correctly by BillHero but did not result in the insurer overturning the denial. We don't guarantee appeal outcomes — that's explained in How it works.

10. Chargebacks

If you believe you're owed a refund, please email us before filing a chargeback with your card issuer. Chargebacks cost us a fee regardless of outcome and are slower for you. We'd rather just refund you.

11. Changes to This Policy

We may update this Refund Policy from time to time. The effective date at the top of this page will reflect any changes. For existing subscribers, the policy in effect at the time of your most recent charge governs that charge.

12. Contact

BillHero LLC
Email: support@billhero.ai
Website: https://billhero.ai