Refund & Cancellation Policy
Clear terms for cancellations, refunds, and event changes.
Last updated: March 2026
HEPCon provides a managed service: we build, configure, and operate a conference app on your behalf. Because a significant part of the work occurs before the event goes live, refund eligibility depends on how far into the setup process you are when you cancel.
1. Core Plan (Free)
The Core plan is free for events with fewer than 90 participants. No payment is taken, so no refund applies. You may remove your event from the system at any time by contacting us at office@hepcon.app.
2. Pro and Enterprise Plans — Cancellation by You
| Cancellation timing | Refund |
|---|---|
| Before setup begins (no work started, no data imported) | Full refund of any amount paid |
| After setup has started but before the app goes live to attendees | Partial refund. We deduct a setup fee reflecting work completed (data import, configuration, QA). The deducted amount will not exceed 50% of the quoted price. The remainder is refunded. |
| After the app is live and accessible to attendees | No refund. The service has been delivered. You may request that the event be closed early at no additional charge. |
To cancel, email office@hepcon.app with your event name and invoice reference. We will confirm the cancellation stage and any applicable refund within 3 business days. Refunds are processed to the original payment method within 10 business days of confirmation.
3. Event Cancellation or Postponement
If your conference is cancelled or postponed due to circumstances beyond your control (including but not limited to venue issues, speaker cancellations, natural disasters, or public health emergencies):
- Postponement to a known future date: We will transfer your setup to the new dates at no additional charge, provided the programme structure does not change substantially. Updated data imports may be required.
- Full cancellation before the app goes live: Full refund of any amount paid, regardless of setup stage, upon receipt of written confirmation of the cancellation.
- Full cancellation after the app is live: Partial refund of up to 50% of the quoted price at our discretion, taking into account the proportion of the service period already used. Each case is assessed individually — contact us to discuss.
4. Cancellation by HEPCon
In the unlikely event that HEPCon is unable to deliver the agreed service (e.g. due to a critical technical failure or force majeure on our side), you will receive a full refund of all amounts paid for the affected event. We will notify you as early as possible and work with you to find an alternative solution where feasible.
5. Disputes
If you believe a refund decision is incorrect, email office@hepcon.app with the subject line "Refund Dispute — [Event Name]". We will review the case within 5 business days and provide a written response. If we cannot reach agreement, the dispute is subject to the governing law and jurisdiction stated in our Terms of Service.
6. Free Trial Period
Events configured during the Free Period (before T-7 days from the event start date) are covered at no charge. If the event is removed during this period, no payment has been taken and no refund process is needed.
7. Contact
For refund and cancellation requests:
Sibelius EOOD
Gen. Kartsov 86, Karlovo, 4300, Plovdiv, Bulgaria
office@hepcon.app