Refund Policy

HirePick is operated by Zyntelo LLC. This policy explains how interview credits are reserved, charged and returned, and when a payment can be refunded. It applies to every organization that buys or uses credits.

In short: you pay once for credits, you are only charged for interview time actually used, unused credits go back to your balance automatically, and money is not refunded except in the specific cases listed below.

This policy forms part of our Terms of Service.

• One credit covers 10 minutes of interview time.
• No subscription. You buy credits in packs and spend them as you invite candidates. There is no recurring charge.
• Credits do not expire while your organization's account is open.
• Credits belong to the organization, not to an individual team member, and cannot be transferred to another organization.

When you invite a candidate, we reserve enough credits to cover the position's full interview time limit. For example, a position with a 30 minute limit reserves 3 credits. Reserved credits cannot be used for other invites.

When the interview ends, we charge for the time the candidate was actively in the interview, rounded up to the next 10 minutes, and return the rest to your available balance straight away. You are never charged more than was reserved for that invite.

Reserved credits return to your available balance in full, with no request needed, when:

• An invitation expires before the candidate starts the interview.
• You cancel an invitation, or delete the candidate, before the interview starts.
• The interview ends with less than 1 minute of active time, for example if the candidate leaves straight away.
• You delete a position that still has invitations waiting to be started.

Every reservation, charge and return is shown in the billing history in your dashboard.

If an interview was charged but could not be completed because of a fault in HirePick - for example the recording failed, questions were not delivered, or the session crashed on our side - contact us within 30 days of the interview. We will review the session and, where the fault was ours, restore the credits to your balance.

We cannot restore credits for problems on the candidate's side, such as an unsupported browser, a blocked camera or microphone, or a poor internet connection, though we will look at any case you raise with us.

Restored credits are returned as credits. They are not converted to a cash refund.

• All purchases are processed securely by Stripe. We never see or store your full card details.
• Prices are shown in US dollars before you pay and may include applicable taxes.
• Credits are added to your balance only after Stripe confirms the payment, which is usually within a few seconds.
• Failed, cancelled, expired or incomplete payments do not add credits and you are not charged for them.
• We may change pack prices or contents at any time. Changes never affect credits you have already bought.

Purchased credits are not refundable for cash, card reversal or any other money. Unused credits stay in your balance for future invites instead.

We will refund a payment to the original payment method only when:

• You were charged more than once for the same purchase.
• You were charged but credits were never added to your balance, and we cannot add them.
• A refund is required by the law that applies to you.

Refund requests must be made within 30 days of the payment. Only credits from that purchase that are still unused can be refunded. When a refund is issued, the matching credits are removed from your balance; a partial refund removes credits in proportion to the amount refunded. Stripe usually returns the money within 5 to 10 business days, depending on your bank.

New organizations receive free credits when they sign up, and we may give extra credits in promotions or as goodwill. Free credits work like purchased credits for interviews, but they have no cash value, cannot be refunded or transferred, and may be removed if they are abused, for example by creating multiple accounts to collect them.

Please contact us before disputing a payment with your bank. Most issues can be sorted out quickly by email.

If a payment is disputed, the credits from that purchase are held while the dispute is open. If the dispute is resolved in our favour, the credits are restored. If it is resolved in yours, they are removed. We may suspend an account with repeated or abusive disputes.

If you close your organization's account, or it is closed for a breach of our Terms of Service, any remaining credits are forfeited and are not refunded, unless the law requires otherwise. If you have unused purchased credits, consider using them before you close the account.

Email support@hirepick.io from an account Owner or Admin email address, and include:

• Your organization name and account email.
• The payment date and amount, or the Stripe receipt.
• The candidate or interview involved, if it is about credits.
• What happened and what you are asking for.

We aim to reply within 5 business days.

We may update this policy. The date at the top always shows the latest revision. Changes apply from that date and do not affect refunds already requested.

Zyntelo LLC, 11816 Inwood Rd PMB 70580, Dallas, Texas 75244, United States. Email support@hirepick.io.