HeyGen

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Official website: https://www.heygen.com/
• Customer support (technical support, general questions, billing and refund requests per HeyGen's hel: [email protected]
• Help Center (cancel, refund, billing and moderation articles): https://help.heygen.com/en/
• Moderation team: report content, request removal of a person's likeness, appeals: [email protected]
• Privacy requests: access, deletion, objection to AI training, biometric consent withdrawal: [email protected]
• Security: vulnerability disclosure: [email protected]
• Avatar quality issues (not moderation issues): [email protected]
• General contact stated in Terms of Service section 24: [email protected]
• Copyright complaints (DMCA agent address stated in Terms section 13): [email protected]
• Web app sign-in: https://app.heygen.com/
• Data Protection Officer and EEA/UK/Switzerland representative named in the Privacy Policy (the Secur: [email protected]

Locations

Billing, cancellation, refunds, credits and likeness removal: what HeyGen's own pages say

HeyGen's own pages, opened on October 3, 2026, set out the routes below. Where two HeyGen pages differ, both are shown. Neither HeyGen's Help Center article on contacting support nor the pages opened for this profile list a customer-service phone number; they list email and an in-app chat.

Cancelling. HeyGen's Help Center article "How to Cancel or Pause your HeyGen Subscription" (dated August 7, 2026) gives the desktop path: click your name initial or profile picture in the bottom-left corner, open Settings, choose "Plan & Billing", click the down arrow next to "Manage Billing", then select "Cancel Plan" (or "Pause Plan") and complete the feedback prompts. It says a cancelled subscription ends only "at the end of the current billing cycle", that deleting or uninstalling the mobile app does not cancel, and that Apple App Store and Google Play subscriptions are cancelled in the store's own subscription settings.

Pause is not cancel. The same article says pausing "postpones the next charge by 30 days", that a paused plan resumes automatically, and that pausing expires the credit balance. Its FAQ says a person who still receives invoices after what they thought was a cancellation "likely paused your plan rather than canceled it" and should email [email protected]. Cancelling a plan with an add-on cancels the whole subscription; to remove only an add-on, the article says to contact support.

Videos, avatars and payment method after cancelling. The same cancellation article answers "If I cancel my account, will I lose my videos / avatars?" as follows: "All previously rendered videos remain saved and accessible under Projects", and avatar slots drop to the Free plan limit of 1, so that extra avatars "will become locked/unavailable (not deleted) until you resubscribe to a paid plan". It also says remaining unused credits expire when the account downgrades to the Free tier. HeyGen's billing article (dated July 28, 2026) says Manage Billing Info "is only available with an active subscription" and that "when you have an active plan, the default payment method cannot be removed"; the same article says Manage Billing Info leads to a Stripe or Chargebee page where billing information can be updated.

Refunds: HeyGen's pages say different things, so all of them are listed. Terms of Service section 7(d) (last updated July 23, 2026): "Payments are non-refundable, except where required by law." Section 7(a) adds that if you cancel before the end of the current subscription period, "we will not refund any charges already paid to us", and that subscriptions renew automatically at the then-current price. The Help Center article "Refund Process and Policy" says payments are generally non-refundable but that a person for whom the app "didn't meet your needs or wasn't what you expected" may be eligible: "HeyGen and Google Play purchases may be refunded within 15 days, while Apple App Store purchases may be refunded within 14 days." It adds that web purchases are reviewed case by case and "may not be granted if a significant amount of credits has already been created", and that for a forgotten subscription HeyGen "typically cannot issue a full reimbursement for all those months". The refund article opens by saying its policy applies "without overriding mandatory local laws regarding cancellation rights". The cancellation article says early cancellation does not produce a prorated refund and that annual plans' unused months "are not prorated or automatically refunded".

How to ask, per the refund article: use the live chat or email [email protected] with the reason, the primary email on the account and any invoices. Apple App Store purchases must be requested from Apple (reportaproblem.apple.com). For Google Play the refund article says requests are handled by HeyGen Support with the order number, while the cancellation article says Apple and Google Play refunds are governed by the store policies. If a charge was not authorized, the article says to start with the bank or card provider and also contact Stripe, HeyGen's payment processor. If an earlier cancellation request was not processed, it asks the customer to write to support with the email used for the earlier request.

If HeyGen ends your account. Terms section 5 says HeyGen "may terminate or suspend your use of the Services immediately and without notice for any reason", and also that "in the event of termination of these Terms for HeyGen's convenience and not due to your breach of these Terms, HeyGen will refund to you any prepaid, unearned fees." The section does not say how a termination is classified as being for convenience rather than for a violation.

Credits and plans. The pricing page FAQ says credits are "HeyGen's single currency for video and asset creation" and that the number used "can vary based on which AI model is used, video duration, and the complexity of the generation". Monthly subscribers' unused credits roll over for one more month; annual subscribers' credits accumulate until the annual renewal date; "Credits do not carry over after cancellation". Plans listed on the pricing page on October 3, 2026: Free (3 videos a month; the credits article says Free users "can create 1–3 free videos depending on their region"), Creator at $29 a month with 600 credits (the FAQ says $24 a month if paid annually), Pro from $49 a month with 1,000 credits (tiers up to 100,000 credits at $4,300 a month), Business at $149 a month for the first seat with 1,500 credits plus $20 per additional seat, and Enterprise through sales. A Help Center article says Business credit packs cost $5 per 100 credits and that Creator and Pro have no one-time credit purchases; they upgrade to a higher plan or tier instead. The credits article says the Business plan includes "10 Custom Digital Twin (Video Avatar) slots by default" while "new Business purchases in certain regions on or after August 6, 2026 receive 5 slots", and that extra Video Avatar slots cost $29 a month or $288 a year; the pricing page comparison table opened on October 3, 2026 shows custom video avatars as 1 on Free and "1+" on the paid columns, with additional avatars as an "Add-on", and states no slot count for Business. Terms section 7(b) allows overage charges at HeyGen's then-current rates. The pricing page comparison table lists a maximum length per video of 1 minute on Free, 30 minutes on Creator and Pro, and 60 minutes on Business, and export up to 1080p on Creator and up to 4K on Pro and Business.

Legacy Unlimited plans. A Help Center article says the old Unlimited plans are not offered "past May 15th 2026"; existing legacy subscribers can keep them while the subscription "remains active and in good standing", and cancelling or switching to a credit-based plan is permanent. It says legacy Premium Credits now follow the credit-based rates for paid features while Avatar III videos and no-lip-sync dubbing remain unlimited on legacy plans. The same article says a Team plan is cancelled if a renewal payment fails. That article lists legacy prices (for example Creator $29 and Pro $99 a month) that differ from the current pricing page.

A video made with your face or voice, or content that breaks the rules. HeyGen's Content Moderation Policy (effective July 25, 2024) requires "the explicit consent of the individual being represented" for custom avatars and prohibits avatars that "Represent real individuals, including celebrities or public figures, without their explicit consent". It says the person represented in an avatar (the policy calls them the "Actor") "may also contact our moderation team at [email protected] to request removal of content depicting them from our Services", and that content can be reported content by email with a link or copy, the reason and contact details. Moderation decisions can be appealed by email, but "The submission of an appeal does not guarantee that you will receive a response." The policy is written for use of HeyGen's own Services. The same policy says the customer who created an avatar is responsible for honoring a removal request from the person depicted "wherever you have published such depictions", and it lists among prohibited avatars those that "Represent or appear in the sole discretion of HeyGen to represent individuals under the age of 18". Terms section 2 bars users from impersonating somebody else without authorization and from representing User Output "as entirely human generated", and says users must disclose AI creation when applicable law requires it.

Copyright complaints. Terms section 13 says that anyone who believes a user has infringed their intellectual property rights should send notice by certified mail to HeyGen's designated agent, Jonathan Bailey of CopyByte, 3157 Gentilly Blvd. Suite # 2254, New Orleans, LA 70122, and lists the email [email protected] and the telephone number 1-504-356-4555. The Terms describe this as the route for copyright complaints; HeyGen lists no customer-service phone number there or in the Help Center.

Your data. The Privacy Policy (last updated August 11, 2026) says to write to [email protected] for access, correction, deletion, objection (including to AI model training) and withdrawal of biometric consent. HeyGen's pages name two different contacts for data-protection questions: the Privacy Policy (section 15) names its Data Protection Officer and representative in the EEA, UK and Switzerland as Jan Czarnocki, [email protected], while the Security Practices page and the Trust Center (security.heygen.com) say the DPO can be reached at [email protected]. To delete an account, the Help Center says to open Settings, use "Delete Account" on the Account tab and type the account email; it says the account and data are then "instantly deleted". The Privacy Policy says HeyGen will "strive to take steps to delete that information within 72 hours" of a deletion request and that deleted data stays in backups for 60 days. Separately, Terms section 23 says that if a Free Plan account has no measurable use for a continuous period of six months, HeyGen "may, upon reasonable notice, delete your account".

Complaints from the EEA, UK or Switzerland. Privacy Policy section 18 says people in those regions with complaints about personal data transferred under the Data Privacy Framework "should first contact HeyGen's Data Protection Officer" (the policy gives an email address), that HeyGen has committed to refer unresolved complaints to BBB National Programs ("This service is provided free of charge to you"; bbbprograms.org/programs/all-programs/dpf-consumers), and that people may also contact their local authority: the Irish Data Protection Commission, the UK Information Commissioner's Office or the Swiss Federal Data Protection and Information Commissioner. The policy states that HeyGen has certified to the U.S. Department of Commerce; this page did not confirm that certification in the Commerce Department's Data Privacy Framework list, whose search page could not be used on October 3, 2026.

If the dispute is not resolved. Terms section 17 sets mandatory individual arbitration with the American Arbitration Association under its Consumer Arbitration Rules and a class action waiver; claims in small claims court are excluded. A customer may opt out "within thirty (30) days of the date that you first access the Services" by written notice with name, address and a clear statement. Before suing or arbitrating, the Terms require notification "by certified mail" containing the person's name, a description of the dispute, the relief sought and the best contact method, and the greater of 60 days or an agreed period to resolve the dispute informally. The last lines of section 17 say written notifications under that section "should be sent by certified mail to" 12130 Millennium Drive, Suite 300, Los Angeles, CA 90094, "Attn: Legal Department"; the opt-out notice is described as a written notification and the section does not name a separate address for it. Terms section 22 gives California residents the Department of Consumer Affairs Complaint Assistance Unit (1625 North Market Blvd., Suite N 112, Sacramento, CA 95834; (800) 952-5210). The FTC runs a consumer report portal at reportfraud.ftc.gov where reports about companies can be filed.

Company background

Who operates HeyGen. HeyGen's Terms of Service define "HeyGen" as HeyGen Technology, Inc., and the Privacy Policy gives its address as 12130 Millennium Drive, Suite 300, Los Angeles, CA 90094. The HEYGEN standard-character trademark (U.S. registration no. 7725074, registered March 11, 2025) is shown on the USPTO record as owned by HEYGEN TECHNOLOGY INC., a corporation "organized" in California. A May 16, 2025 WIPO panel decision, summarizing HeyGen's complaint, describes the company as a Delaware corporation founded in 2020 with headquarters in Los Angeles that launched its platform in September 2022. These two records give different states of organization; this page does not resolve the difference. One passage of the Privacy Policy (the section on EEA and EU contacts) uses the name "HeyGen, Inc." while its introduction names HeyGen Technology Inc.; no source checked describes a separate entity. The Terms say users must be 18 years or older. HeyGen's About page lists offices in Los Angeles, San Francisco, Palo Alto and Toronto.

What it sells. HeyGen calls itself an independent platform for creating synthetic media from text. Its pricing page describes stock and custom video avatars, photo avatars, voice cloning, video translation and an Avatar IV model; the Terms also cover mobile apps and APIs. Free-plan outputs are licensed for personal, non-commercial and internal evaluation use (Terms section 4); paid-plan users own their outputs as between them and HeyGen (Terms section 3).

Funding and size, as the company states them. A HeyGen blog post says it raised a $60M Series A led by Benchmark, with Thrive Capital, BOND and SV Angel also named, and that its value was "over $500M". A Business Wire release dated June 25, 2026 says HeyGen passed $200 million in "ARR" (the release's own term) and has a community of "more than 30 million users in 196 countries". These are company statements; they were not independently verified here.

AI training and biometric data, as three HeyGen documents state it. Terms section 3 (paid plans) grants HeyGen a license to use Your Content "to train or otherwise improve or modify our artificial intelligence and machine learning models". The Privacy Policy section 4 says a user "may request to opt-out of this training" by emailing [email protected]. The Biometric Information Privacy Notice (last updated May 5, 2026) says that when a custom avatar is created HeyGen collects face geometry and, where applicable, voiceprint data; that consent is requested before collection; that, except for enterprise customers, videos and face geometry may be used for model training "if you have granted consent"; and that "We do not sell, lease, trade, or otherwise profit from your biometric information." It sets retention limits of three years after last interaction for Illinois residents and one year after the purpose ends for Texas residents. For individuals in the EEA, UK and Switzerland the notice says verification face geometry is deleted "immediately upon completion of the verification comparison, typically within minutes of submission", avatar biometric data is destroyed "within 60 days" after the avatar is deleted or the account is terminated, and identifiable AI-training biometric data is deleted within 60 days of withdrawn consent "to the extent technically feasible without compromising the integrity of already-trained models", with data "irreversibly incorporated into model weights in a non-extractable form" no longer treated as personal data under the GDPR. The notice gives no equivalent day counts for other residents.

Security and compliance statements. HeyGen's Security Practices page says it is SOC 2 Type II certified, has annual third-party penetration tests, and accepts vulnerability reports at [email protected]. HeyGen's Trust Center page (security.heygen.com, shown with "Published on Apr 8, 2026") lists a SOC 2 Type 2 report, confirmation and bridge letters, and an annual penetration test report. Its Privacy Policy says it complies with the EU-U.S. Data Privacy Framework and its UK and Swiss extensions. These are company statements; this page did not audit them. A HeyGen help article dated July 29, 2026 says HeyGen is committed to having an invisible watermark, provenance metadata and a verification mechanism for its AI-generated content in place by December 2, 2026. The same article says that customers, as the "deployer" of the content, must decide how to declare to their audience that content was created with AI, and that "HeyGen can not make that labeling decision for you".

Recent changes seen in the sources: Terms of Service last updated July 23, 2026; Privacy Policy last updated August 11, 2026; legacy Unlimited plans discontinued after May 15, 2026; and a Help Center note that some new Business purchases on or after August 6, 2026 receive 5 rather than 10 custom avatar slots in certain regions. HeyGen's September 2026 product note (published September 9) describes developer-facing releases: an open-source real-time avatar demo (September 10), the Code2Video benchmark (September 18) and Professional Voice Clone in the API.

Look-alike websites. The official sites named in HeyGen's Privacy Policy are www.heygen.com and app.heygen.com. In decision D2025-1223 (May 16, 2025) a WIPO panel ordered the domain en-heygen.com transferred to HeyGen Technology Inc., finding that its registration and use were aimed at creating a risk of affiliation with HeyGen to obtain personal information from visitors. In a second decision, D2026-2831 (August 28, 2026), WIPO's case page lists HeyGen Technology Inc as complainant and the domain names heygen.bet, heygen.pro and heygen.win, with the decision "Transfer". Other addresses that resemble heygen.com are not listed there as HeyGen sites.

Complaint record: USAComplaints posts, BBB and Trustpilot, as displayed on October 3, 2026

USAComplaints posts. As of October 3, 2026, USAComplaints has no published complaint posts about HeyGen, so no complaint themes are shown. The figures below come from outside sites, are shown as displayed on October 3, 2026, and are not added together or averaged.

BBB. BBB has a profile for HeyGen at 12130 Millennium Drive, Los Angeles (BBB of Los Angeles & Silicon Valley, category Artificial Intelligence). It says HeyGen is not BBB Accredited and shows a rating of F, with the reasons "Failure to respond to 19 complaint(s) filed against business" and "19 complaint(s) filed against business". The complaints tab shows 19 total complaints in the last 3 years and 11 closed in the last 12 months. The reviews tab shows an average of 1 out of 5 stars from 10 customer reviews. BBB's raw page data gives a file-opened date of December 5, 2023. On October 3, 2026 the complaints tab displayed 10 individual complaints, dated from October 2, 2025 to August 13, 2026 and each labelled with the status "Unanswered"; by BBB's type labels, 8 of those 10 are Product Issues, 1 is Billing Issues and 1 is Customer Service Issues (BBB shows the text of only some of its 19 complaints, and this count covers only the 10 displayed). Review excerpts displayed on the profile describe a charge after cancelling, unused tokens lost under the subscription structure, and a possible double charge on an annual plan. These are customers' statements; BBB says it does not verify the accuracy of information from third parties.

Trustpilot. HeyGen's Trustpilot page is a claimed profile and shows 4.0 out of 5 from 4,034 reviews, 2,588 of them in the last 12 months, with a star split of 5-star 68%, 4-star 9%, 3-star 4%, 2-star 4% and 1-star 15%. It shows "Replied to 39% of negative reviews" and labels some individual reviews "Invited". Trustpilot's AI-generated summary on the page (labelled "Created with AI, based on recent reviews") says that, considering 1,791 reviews, reviewers "had a great experience" and mention ease of use and realistic avatars and voices. Titles of 1-star reviews listed first on that date include references to subscription charges the reviewer says were not requested, credits charged on a legacy account, credits lost while building a video, and billing policy. These are reviewers' statements, not findings; no count of themes was made.

Other sites. A site search for "heygen" on ComplaintsBoard on October 3, 2026 returned no HeyGen listing among its results.

Is HeyGen Legitimate?

Facts checked on October 3, 2026: HeyGen Technology Inc. is the operator named in HeyGen's Terms of Service and Privacy Policy; the same Los Angeles address appears in the BBB profile and the Help Center footer; the USPTO record for registration no. 7725074 lists HEYGEN TECHNOLOGY INC. as owner; and a WIPO panel decided a domain dispute in HeyGen Technology Inc.'s favor in May 2025. HeyGen publishes its terms, a refund-process article, a moderation policy with a removal-request email, a biometric privacy notice and a security page.

What the sources checked did not show: no government enforcement action, consumer class action or court judgment about HeyGen's consumer practices was identified in the sources checked on October 3, 2026. Those sources were web searches, a CourtListener RECAP search for the phrase "HeyGen Technology" (no results), a BBB National Programs site search for "heygen" ("There are no results for that search") and the sources cited on this page. The FTC's site search could not be used, and state courts, arbitrations and sealed matters would not appear in these sources, so this is not a complete search. The Los Angeles Superior Court's online case-summary system could not be searched here, so state-court matters, including commercial disputes between businesses, were not checked; one state-court case number that was suggested to us as a commercial collections matter (Los Angeles Superior Court no. 25SMCV05119) could not be matched to any party, because the court's calendar page for that number shows no party names. In addition, the California Attorney General's published data-breach notification list (CSV export of about 5,300 entries, dated from 2012 to October 2, 2026) was searched on October 3, 2026 and contains no entry with the name HeyGen; that list covers only notices filed under California law, so it does not show whether any other incident occurred.

Points a reader may weigh, each described in the sections above: the Terms say payments are non-refundable while the Help Center describes a 15-day case-by-case route; subscriptions renew automatically and credits expire on cancellation or pause; the Terms contain mandatory arbitration with a 30-day opt-out; BBB and Trustpilot display different ratings, with the figures in the complaint-record section above; and security and compliance claims are the company's own.

Frequently Asked Questions