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Helio Additive Refund Policy

Effective 1 October 2026

This policy covers Helio's self-serve purchases: Plus and Biz Plus subscriptions (monthly and annual), and add-ons, all bought through our payment partner, Paddle. Enterprise and custom contracts are governed by the terms of their individual agreements.

It sits alongside our Terms & Conditions, Privacy Policy and Fair Use Policy.

Subscriptions and add-ons

These are two different things, and refunds work differently for each.

A subscription is what the word usually means. You pay monthly or annually for continued access to Helio, and it renews automatically until you cancel. Plus and Biz Plus both include unlimited optimisations under our fair use policy.

An add-on is a one-off purchase of optimisation credits, sold in packs of 10. Nothing recurs and nothing renews. The credits are yours, and they never expire until you use them.

The short version

Try Helio free for 14 days. We don't ask for a card, and the trial never turns into a paid plan on its own. If you do subscribe and it isn't working out, tell us within 14 days of your first charge and we'll refund you in full. Billing errors are always refundable. Subscriptions renew until you cancel, and you can cancel at any time. If your situation isn't covered below, reach out to our support team at support@helioadditive.com.

When we refund

  • 14-day money-back guarantee on your first purchase. If this is your first paid subscription with Helio and you ask within 14 days of the charge, we'll refund it in full, whatever the reason. This applies once per customer.
  • Server-side failures. If an optimisation job fails or hangs because of a problem with Helio's servers, it doesn't count against your account. If you're using add-on credits, that credit is returned to you automatically. On monthly and annual subscriptions, usage is unlimited, so there's no quota to worry about.
  • Billing errors, always. No time limits apply to billing error issues. This covers duplicate charges, charges after you cancelled, incorrect amounts, charges to the wrong account, and charges caused by a technical error. If a payment failed and was retried, you may briefly see more than one charge. Usually only one settles, but tell us if both do and we'll return the extra.
  • Where the law requires it. Nothing in this policy limits your statutory rights. If you're in a jurisdiction (such as the EU or UK) that grants stronger refund or withdrawal rights, those rights apply.
  • Beyond this policy. The cases above are what we guarantee. They aren't the only refunds we give. We regularly refund outside them when it's the right thing to do, including when we change our pricing in your favour. If your situation isn't listed here, write to us and ask.

When we don't refund

  • First purchase after 14 days. Outside the windows above, we don't refund subscription charges for periods in which you used the service normally. If you cancel mid-cycle, you keep access until the end of the period you paid for. We don't prorate the remainder.
  • Renewals you didn't cancel in time. Subscriptions renew automatically until you cancel, and cancelling is self-serve at any time. Once a renewal has been charged and the new period has begun, that charge stands.
  • Credits you've already used. Add-on credits consumed on completed jobs aren't refundable. Failed runs are different, as above: those come back automatically.
  • Unsupported printers and materials. Supported printers, materials and slicers are listed publicly, and Assess is free for life so you can confirm Helio works for your setup before you pay. Outside the guarantee window, we don't refund because a printer or filament we don't list isn't supported. If something we do list didn't work as described, that's a different case: contact us.
  • Repeat use of the guarantee. The money-back guarantee is for trying Helio in good faith, once. Resubscribing to claim it again, or patterns of purchase-use-refund, will be declined.
  • Accounts closed for misuse. If we suspend or close an account for breach of our Terms or Fair Use Policy, for example using a Personal plan commercially, the remaining period isn't refundable.

Changing your plan

Moving between Plus and Biz Plus, or between monthly and annual, is covered in our guide to managing subscriptions and payments, along with cancellation. A plan change doesn't normally call for a refund. If one was billed in a way you didn't expect, contact us and we'll sort it out.

Before you ask for a refund

If Helio isn't working for you, a refund isn't always the best outcome. Tell us what's wrong and we can usually offer something better:

  • It's not doing what you expected. Send us the .3mf file. Most expectation gaps come down to material or geometry, and our team can look at it and tell you whether Helio can help with that print.
  • You're not using it enough right now. Cancel your renewal and you'll keep access for the rest of the period you've paid for, then come back whenever you need us.
  • Something broke. Tell us what happened and we'll clarify or fix it.

How to request a refund

Email support@helioadditive.com from the email on your Helio account, with your Paddle order number or receipt if you have it, and a line on what went wrong. It genuinely helps us support you better and improve Helio.

We reply within 2 business days. Approved refunds are processed through Paddle to your original payment method and typically appear within 5 to 10 business days. When a subscription charge is refunded, paid access ends immediately. When an add-on is refunded, any unused credits from it are removed from your account.

You can cancel at any time from your account or via the link in any Paddle receipt. Cancelling stops future renewals. It doesn't end your current period, and you keep access until that period runs out.

If you have a billing problem, please contact us before disputing the charge with your bank. We can almost always resolve it faster, and a chargeback freezes the process on our side, which means we can't refund you until it's settled.

Changes

We may update this policy from time to time. The version on this page applies to purchases made while it's in effect. Changes won't retroactively reduce refund rights on purchases you've already made.