--- title: Haiku Cancellation Policy --- # Haiku, Inc Fulfillment Policy 1. Delivery of Access Credentials 1.1 Immediate Email Upon successful payment via Stripe or redemption of an activation code, users will receive an email from [support@haikurange.com](mailto:support@haikurange.com) within five minutes. This email contains a link to complete account setup (password creation). 1.2 Follow-Up if Email Is Not Received If the access email hasn’t arrived within five minutes, check spam or junk folders first. If still missing, contact [support@haikuinc.io](mailto:support@haikuinc.io) using the subject line: “No Access Email” and include the email address used at checkout. 2. Account Setup and Login 2.1 Password Creation and Redirect Clicking the setup link prompts the user to create a password. Once completed, the user will be redirected to [play.haikuinc.io](http://play.haikuinc.io) with immediate access to subscribed products. 2.2 Activation Code Entry If the subscription was granted through an activation code (typically by an organization), the user will be prompted to enter it on their first login. Valid codes unlock access immediately. 3. Access Window and Expiration 3.1 Effective Date of Access Access begins immediately upon Stripe payment confirmation or activation code verification. 3.2 Duration of Access - Three-month plan: Valid for 3 months from activation - Six-month plan: Valid for 6 months from activation - Annual plan: Valid for 12 months from activation - Custom plans (via activation code): If an activation code was issued by an organization, the access duration may differ based on the organization’s agreement. The expiration date will be displayed in the user’s profile menu after activation. 3.3 Extensions for Bug-Fix Guarantee If a critical bug disrupts access and is resolved, a 14-day extension may be granted. This will be reflected under Subscription Settings or access code expiration in the user’s account. 4. Troubleshooting Access Issues 4.1 Email Delivery Problems If corporate or school firewalls block our emails, users should whitelist [support@haikuinc.io](mailto:support@haikuinc.io) and [support@haikurange.com](mailto:support@haikurange.com). 4.2 Browser Compatibility We recommend using the latest versions of Chrome, Firefox, Edge, or Safari. If login issues arise, try an incognito/private window. 4.3 Activation Code Errors For “invalid” or “expired” code messages, email [support@haikuinc.io](mailto:support@haikuinc.io) with: - A screenshot of the error - Purchase confirmation or activation code source Expect a reply within one business day. 4.4 Delayed Payment Clearance If Stripe payments remain pending for over two hours, contact [support@haikuinc.io](mailto:support@haikuinc.io) for manual verification. 5. Resending Access Credentials 5.1 Resetting Your Password Use the “Reset Password” option at [play.haikuinc.io](http://play.haikuinc.io) to resend a login link. 5.2 Manual Assistance If the reset fails, email us with your account email, and we’ll resend credentials ASAP. 6. Organizational Subscriptions 6.1 Managed by Your Org If your access comes via an organization (e.g., school, company, training program), the subscription and its status are managed by your administrator. Only they can issue, revoke, or renew your license. 6.2 Need Help? If you’re having issues and your organization administrator cannot resolve them, reach out to us at [support@haikurange.com](mailto:support@haikurange.com). Be sure to mention that your subscription was provided through an organization. 6.3 Expired Activation Codes Activation codes expire after their set duration. Expired codes cannot be reactivated. For continued access, either purchase a new plan directly or consult your administrator. Support Hours: Haiku Inc. support is available Monday–Friday, 9:00 AM – 5:00 PM PT Email: [support@haikuinc.io](mailto:support@haikuinc.io) ![Haiku_Inc](https://product.haikuinc.io/hs-fs/hubfs/Haiku_logo_2500x616-1.png?width=203&height=50&name=Haiku_logo_2500x616-1.png) Experience cybersecurity training that's not only enjoyable but also unforgettable. 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