Refunds and cancellation

Last updated 10 November 2026.

This page explains what happens if a payment or a generation goes wrong, and how to ask for a refund. Nothing here removes rights you have by law.

Who we are

This service is provided by HookGoat. On these pages “HookGoat”, “we” and “us” mean HookGoat. Contact us through https://hookgoat.com/contact.

Passes

Passes are single payments (7 days for £49.99 or 90 days for £99.99) and never renew or charge again automatically, so there is nothing to cancel for future payments.
If you think you are owed a refund for a pass, including under your statutory rights, contact us with the order details. We review every request.
If a pass payment is refunded, its days and the credits it included are taken back. Credits already used are not charged back.
Cryptocurrency payments can’t be reversed automatically. Any agreed refund is arranged with you directly.

Credits and generations

Every price is shown before you press Generate, and nothing is charged before that.
When a generation definitely fails, its credits are returned automatically.
When the outcome is uncertain, the credits are held while the job is checked. Then either the result is delivered or the credits are returned, once.
Downloading the original generated video is always free. Optional exports cost 2 credits per option and are returned if the export fails.
If a result is clearly faulty, use “Was there an issue?” on the video or contact us. We review each report.

Payments that didn’t arrive

If you paid but the pass or credits don’t appear, wait for the network confirmations shown on the invoice, then contact us with the invoice details. Payments sent on the wrong network or for the wrong amount may not reach us and can’t always be recovered.