Last updated: October 10, 2026. Version 1.0 This is an English translation for convenience. If there is any difference between this translation and the Indonesian version (Kebijakan Refund Hepifun), the Indonesian version prevails (Law No. 24 of 2009).
1. Principle
Hepifun tokens are usage credits inside the platform. Tokens you have purchased cannot be redeemed for money (refunded as cash), transferred or exchanged, except (a) where required by applicable law, (b) where a payment error occurs that we acknowledge under Section 4, or (c) where we discontinue the service entirely (Section 6). Your rights as a consumer under Law No. 8 of 1999 on Consumer Protection remain in force and are not excluded by this Policy.
2. Failed Jobs: Tokens Returned Automatically
- If a job fails, is rejected (including by moderation), or is cancelled before completion, the tokens reserved/charged for that job are returned in full and automatically to your balance, usually within minutes. You do not need to file a claim.
- In automatic-duration mode, tokens are reserved for the maximum duration, charged for the actual duration, and the difference is returned automatically.
- Refunds are recorded in your Token Usage History.
- If a job failed but the tokens have not returned within 24 hours, file a claim (Section 5).
3. Successful Jobs
A job that completes and produces Output is not refunded because the result is not to your taste, does not match the prompt closely enough, or is subjectively poor in quality, because AI results are probabilistic. Exception: Output that is technically broken/empty (cannot be played or opened) will be reviewed and the tokens returned if a system defect is proven. Tokens are not returned for Output that was completed and then removed by us for violating the Content Policy. A job rejected by moderation before Output is delivered is still returned in full under Section 2.
4. Problematic Top-ups
| Case | Handling |
|---|---|
| Payment succeeded, balance not increased | The system syncs with the gateway automatically. If it has not arrived after 24 hours, send a claim with proof of payment. We check with the gateway and add the tokens. |
| Double payment for one order | The excess is refunded as money through the gateway/original account (or as tokens, if you prefer) after verification. This is an exception to the principle in Section 1. |
| Funds deducted but the transaction failed/expired at the gateway | Usually refunded by the gateway under its own terms; we help trace it. |
| Wrong amount/tokens credited due to a system error | We correct the balance. |
| Fraud or use of a payment method without authorisation | The transaction may be cancelled, the tokens withdrawn, and funds returned to the rightful owner following the gateway process and the law. |
Gateway fees are borne by the seller. Refunds are paid in full for the amount you paid.
5. Claims Process
- Send an email to ciggurich@gmail.com (or use the in-app form) within 30 days of the event.
- Include: account email, transaction ID/job ID, time, proof of payment (screenshot/statement), and an explanation.
- We confirm receipt within 2 business days and give a decision within 7 business days. Refunds of money through the gateway follow the gateway/bank processing time (up to 14 business days).
- If you are not satisfied with the decision, escalate to ciggurich@gmail.com or to the competent consumer dispute resolution body.
6. Service Discontinuation and Account Closure
- If Hepifun discontinues the entire service, we give reasonable notice and, for valid unused tokens, give you the chance to use them or return their value as money in proportion to your balance, unless the account is in violation.
- If you delete your account, remaining tokens are forfeited without refund. Check and use your balance, or file a claim for any unresolved issue, before deleting. This does not reduce consumer rights that cannot be waived under the law.
- Account closed for a violation: tokens are not refunded.
7. Tokens Do Not Expire; Promotions and Bonuses
Tokens have no expiry date. Bonus tokens in top-up packages and promotional tokens cannot be redeemed for money. At launch there is no first top-up bonus, referral bonus or Explore bonus.
8. Contact
Asep (individual seller), ciggurich@gmail.com, Monday to Friday, 09:00 to 17:00 WIB (emails are answered within 1x24 hours on business days).