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I was charged, but want a refund

Learn how to request a refund, what information you'll need, and how refunds are processed based on your subscription method.

If you were charged for a Hallow Subscription and would like to request a refund, here's how our refund process works.

Hallow's refund policy

Per our Terms of Service, all sales are final. However, we review refund requests on a case-by-case basis when they are submitted within 14 days of the original charge.

If you're experiencing financial hardship, please reach out to our Support team. We'll review your situation individually.

If you simply no longer want your Hallow Subscription, you can cancel it at any time.

After canceling:

  • You'll keep access until the end of your current billing period.

  • You won't be charged again unless you renew.

Important: Canceling your subscription does not automatically issue a refund.

Before requesting a refund

To process your refund request, we first need to identify how you purchased your Hallow Subscription.

There are five possible subscription methods:

  • Stripe (credit card on Hallow.com)

  • PayPal (PayPal on Hallow.com)

  • Google Play Store

  • Apple App Store

  • Amazon Appstore

Checking your purchase receipt is usually the fastest way to identify your subscription method.

How to request a refund

How we process your refund depends on how you initially subscribed (paid).

How can I tell how I subscribed?

1️⃣ Step 1: Identify your subscription method

There are 5 possible subscription types and checking your receipt is generally the best way to confirm your subscription method. Toggle the options below for examples of each type of receipt.

Stripe (you subscribed by credit card on our website)

The charge will most likely appear on your credit card statement as "HALLOW PLUS HTTPSHALLOW"

Here is an example Stripe receipt:

PayPal (you subscribed with PayPal on our website)

The charge will most likely appear on your credit card statement as "PAYPAL HALLOW INC"

Here is an example PayPal receipt:

Google (you subscribed through the Google Play Store on your mobile device)

Option 1:

You can follow the steps here to request a refund from Google automatically.

Option 2:

You can follow the steps below to find the GPA transaction ID and send us your receipt.

  • Go to pay.google.com.

  • Find and tap the Activity tab.

  • Select an order to see your receipt.

  • Locate the TRANSACTION ID row at the bottom of the Transaction details menu of your purchase.

The charge will most likely appear on your credit card statement as "GOOGLE - HALLOW ANDRIOD"

Here is an example Google Play receipt:

Apple (you subscribed through the Apple App Store on your mobile device)

If your receipt indicates an Apple Subscription, you must reach out to Apple directly to pursue a refund.

Apple does not share billing information with us to ensure the protection of your privacy. As a matter of Apple Policy, they do not allow us, as the app developers, to directly manage subscriptions or issue refunds directly to users. When you downloaded our app from the Apple App Store and activated the free trial, you entered into a subscription agreement facilitated by Apple's billing process. Apple, as the "merchant of record," therefore handles the billing and financial aspects of your subscription.

Option 1:

Option 2:

  1. Sign in to reportaproblem.apple.com.

  2. Tap or click "I'd like to," then choose "Request a refund."

  3. Choose the reason why you want a refund, then choose Next.

  4. Choose the app, subscription, or other item, then choose Submit. (https://support.apple.com/en-us/HT204084)

The charge will most likely appear on your credit card statement as "APPLE BILL - HALLOW"

Here is an example Apple receipt:

Amazon (you subscribed through the Amazon App Store)

If your receipt indicates an Amazon App Store Subscription, you must reach out to Amazon Customer Support directly to pursue a refund. They will typically grant you a refund if you reach out within the first 7 days of your charge.

There are some customers who choose to subscribe to the Hallow app through the Amazon app store. If this applies to you, you can view this article from Amazon with directions for how to check your Amazon subscriptions and manage your auto-renewal.

  1. Go to Your Account.

  2. Scroll down to Digital content and devices and select Your Apps.

  3. Select Your Subscriptions under Manage.

  4. Update your subscription as needed.

Note: If you turn off auto-renewal for a subscription, access continues until your current subscription period expires.

Here is an example of an Amazon App Store receipt:

2️⃣ Step 2: Send the following details to our customer support team

You can submit your refund request in either of these ways.

Option 1: Contact us through the app

  • Go to the Me tab

  • Tap on the Settings ( ⚙️ icon at the top right)

  • At the menu top on Contact & Support

    • You can Send us a Message at the conversation window that will open

Option 2: Email Support

Email your request to: support@hallow.app

Use the subject line: Refund Request

Using this subject helps us identify your request more quickly.

❗ Information to include with your refund request

To help us locate your account and review your request, please include the following information. Our refund specialist will review your submission as soon as possible and inform you once your refund has been granted.

  1. Your first & last name

  2. What is your primary e-mail address or phone number associated with your Hallow account?

    • Don't know which email or number your account is hosted under? Go to the “Me” tab > then “Settings” > then view the address listed at the very top.

  3. Do you have any other email that could possibly be associated with Hallow, PayPal, Apple, or Google?

    • Example 1: If you paid with PayPal your charge will be under your PayPal account email not your Hallow account email.

    • Example 2: Apple customers may be in our system under a private relay address if you chose to “hide my email”.

  4. What is your phone number?

    • Please include Country code if not in the USA. This is only collected to help us locate your account.

  5. Do you know how you purchased your Hallow Subscription?

    • Send us your subscription type: Apple, Google, on Hallow.com with credit card, PayPal, Amazon

      ❗ If you were charged by Apple, please direct your refund request to them following the steps here. As a matter of Apple policy, we, as the developers, cannot provide direct refunds for Apple purchases.

  6. On what date were you charged?

  7. Were you "charged twice?"

    • If so, please let us know if you’d like to keep one subscription.

  8. Please send us your receipt.

    • Go here if you need help finding the receipt.

Important: Please do not send us screenshots of your bank statement because this usually does not indicate subscription type nor contain the identifying information that we need.

Hallow never charges customers without their consent.

When you start a free trial, you provide a valid payment method during sign-up.

Before your trial begins, we clearly display:

  • The subscription price

  • When you'll be charged

  • That your free trial automatically renews into a paid subscription unless canceled

Free trials automatically convert into paid subscriptions unless canceled at least 24 hours before renewal.

Refunds: Frequently Asked Questions

How will I receive my refund if my card has expired or been replaced?

If your underlying bank account is still open, your refund will normally reach your account even if your card number has changed.

If the underlying bank account has been closed, please let us know. We'll work with you to determine an alternative solution. Processing may take several weeks depending on your bank.

When will I receive my refund?

Most banks post refunds within 5–10 business days after we process them.

Unfortunately, we're unable to speed up your bank's processing time.

Will Hallow refund overdraft or NSF fees?

No. We're unable to reimburse overdraft or NSF fees charged by your bank. Those fees are determined by your financial institution.

We recommend contacting your bank directly to discuss those charges.

What should I do if I can't find my receipt?

If you can't locate your receipt:

  • Check your spam or junk folder.

  • Check any alternate email addresses you may have used.

  • Send us every email address, phone number, or name that may be associated with your account.

  • Verify that the purchase wasn't made through a family member's account using your payment method.

We’re always here to help when you need it. You can reach out through this purple chat window on the bottom-right corner or e-mail us at support@hallow.app

God bless 🕊️

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