Hi Luna is built for trade businesses that can't afford surprises. Our refund and cancellation policy is designed to be completely fair — no gotchas, no lock-in.
1. How to Cancel
Cancellation is straightforward. Choose any method:
Email us at hello@hilunax.com with "Cancel My Account" in the subject line. Include your business name and phone number.
Call us at (720) 613-2599 during business hours (Mon–Fri, 9am–5pm MT).
We will confirm your cancellation via email within 1 business day. Cancellation takes effect immediately upon confirmation. Your dedicated phone number will be deactivated within 24 hours.
There are no cancellation fees, no early termination fees, and no minimum notice period.
2. Refund Schedule
Our refund policy depends on how long you have been a customer:
- First 10 days (new customers): Full refund of all charges. If you are not happy with Hi Luna for any reason within 10 days of your first charge, we will refund 100% of what you paid — no questions asked.
- Day 11 and after: The money-back guarantee no longer applies. You can cancel any time and you will not be billed for the next month, but charges already made are non-refundable.
- Disputed bookings: If you believe a booking was a duplicate, a test call, or made in error, contact us within 7 days of the charge. We will review and refund if appropriate.
Refunds are processed back to your original PayPal payment method within 5–10 business days.
3. PayPal Dispute Handling
If you open a PayPal dispute or chargeback, here is what happens:
We respond within 24 hours. Hi Luna monitors PayPal disputes actively and will respond to every case within one business day.
We provide evidence. For each disputed charge, we will submit call recordings and booking confirmation records to PayPal as evidence that the service was delivered.
We cooperate fully. Hi Luna participates fully in PayPal's resolution process and abides by PayPal's final determination.
Faster resolution: If you have a billing concern, contacting us directly at hello@hilunax.com before opening a dispute is almost always faster. We are committed to resolving legitimate billing errors without involving PayPal.
4. Chargebacks
If a chargeback is filed, Hi Luna will:
- Respond with complete call records and documentation within 24 hours
- Cooperate fully with PayPal's chargeback resolution process
- Pause service on the account during the chargeback review period
- Restore service immediately if the chargeback is resolved in our favor
Accounts with unresolved chargebacks will be temporarily suspended until the matter is resolved.
5. What Happens After Cancellation
- Your AI phone number is deactivated within 24 hours
- Callers to your old Hi Luna number will hear a standard "number not in service" message — redirect callers to your personal business number promptly
- Your account data is retained for 1 year per our Privacy Policy, then deleted
- You may reactivate your account at any time by contacting us
6. Contact Us
Billing questions, refund requests, or cancellations:
- Email: hello@hilunax.com
- Phone: (720) 613-2599
- Hours: Monday–Friday, 9am–5pm Mountain Time
- Hi Luna LLC, 1372 Marigold Ct, Lafayette, CO 80026