Introduction
At Hellicaser, we strive to ensure complete satisfaction with our products and services. We understand that situations may arise where a refund is necessary, and we have created this Refund Policy to outline the conditions under which we issue refunds.
This Refund Policy applies to all products and services offered by Hellicaser, including technology solutions, consulting services, and digital products. By purchasing our products or services, you agree to the terms of this Refund Policy.
Refund Eligibility
The eligibility for a refund depends on the type of product or service purchased, the time elapsed since purchase, and the reason for the refund request. Below, we outline the refund eligibility criteria for different categories of our offerings:
Technology Solutions and Products
For custom technology solutions and products developed specifically for you:
- Pre-development phase: If you cancel before development work begins, we will refund any pre-paid fees minus a 10% administrative fee.
- During development: If you cancel during the development phase, refunds will be prorated based on the work completed, minus a 15% administrative fee.
- Post-delivery: After delivery and acceptance of the final product, refunds are generally not available unless the product fails to function as specified in the agreed-upon requirements and we are unable to resolve the issues within a reasonable timeframe.
Consulting Services
For consulting, advisory, and professional services:
- Pre-scheduled services: Cancellations made more than 7 days before a scheduled consulting session are eligible for a full refund.
- Late cancellations: Cancellations made 3-7 days before a scheduled session are eligible for a 50% refund.
- Very late cancellations: Cancellations made less than 3 days before a scheduled session are not eligible for a refund.
- Ongoing consulting arrangements: For retainer-based consulting services, we require 30 days' notice for cancellation. You will be billed for the notice period even if you choose not to use the services during that time.
Digital Products and Subscriptions
For digital products and subscription-based services:
- Digital products: For downloadable digital products, we offer a 14-day money-back guarantee if you are not satisfied with the product. Refunds will not be issued after 14 days from the purchase date.
- Subscription services: For subscription-based services, you may cancel at any time, but refunds are only issued for the unused portion of annual subscriptions. Monthly subscriptions are not eligible for partial refunds.
- Educational content: For online courses and educational content, we offer a 14-day money-back guarantee if you have completed less than 30% of the course content.
Conditions for Refunds
Refunds may be issued under the following conditions:
- Product or service defects: If a product or service does not function as advertised or specified in our agreement, you may be eligible for a full or partial refund, depending on the nature and severity of the defect.
- Billing errors: If you were charged incorrectly or multiple times for the same product or service, we will promptly refund the incorrect charges.
- Unsatisfactory service: If our services do not meet reasonable quality standards and we are unable to rectify the issues, you may be eligible for a full or partial refund at our discretion.
- Cancellation within the eligibility period: As detailed in the Refund Eligibility section above, cancellations made within the specified timeframes may be eligible for full or partial refunds.
Refunds are not provided for:
- Change of mind after the applicable refund eligibility period
- Dissatisfaction with a product or service after accepting delivery, unless it fails to meet the agreed-upon specifications
- Services already rendered or work already completed
- Digital products that have been downloaded, accessed, or consumed beyond the specified refund period
- Circumstances beyond our control (force majeure events, third-party failures, etc.)
Refund Process
How to Request a Refund
To request a refund, please follow these steps:
- Contact our customer support team by email at support@hellicaser.com or by phone at +446682343031.
- Provide your order number, purchase date, and a detailed explanation of why you are requesting a refund.
- If applicable, include any relevant documentation or evidence supporting your refund request (e.g., screenshots of errors, correspondence about issues, etc.).
- Our team will review your request and respond within 3 business days.
Refund Processing Time
Once a refund is approved:
- Credit/debit card payments: Refunds will be processed back to the original payment method within 5-10 business days. The time it takes for the refund to appear in your account depends on your card issuer's policies and can take an additional 5-10 business days.
- Bank transfers: Refunds via bank transfer typically take 7-14 business days to process.
- Other payment methods: For other payment methods, refund processing times may vary. Our support team will provide you with specific information regarding your refund method and timing.
Refund Amount
The refund amount will depend on the circumstances of the refund request:
- For eligible full refunds, you will receive the total amount paid for the product or service.
- For partial refunds, the amount will be calculated based on the unused portion of services, the percentage of work completed, or as otherwise specified in this policy.
- Administrative fees may be deducted from refund amounts as specified in the Refund Eligibility section.
Special Circumstances
Project Termination
For long-term projects or ongoing services that are terminated before completion:
- If termination is initiated by you without cause, refunds will be calculated based on the work completed and materials delivered, minus any applicable administrative fees.
- If termination is initiated by Hellicaser without cause, you will receive a refund for any prepaid amounts for services not yet rendered.
- If termination occurs due to a breach of contract by either party, refund eligibility will be determined according to the terms of the contract and applicable law.
Service Delays
If Hellicaser is unable to deliver services as scheduled due to our own internal issues:
- We will first attempt to reschedule the service at a time convenient for you.
- If rescheduling is not possible or acceptable to you, we will issue a full refund for the delayed service.
Force Majeure
In cases of force majeure (e.g., natural disasters, pandemics, acts of government, etc.) that prevent us from delivering products or services:
- We will make reasonable efforts to deliver the products or services as soon as practicable.
- If we are permanently unable to deliver the products or services, we will issue appropriate refunds for the undelivered portions.
Exceptions and Special Considerations
We understand that each situation is unique, and sometimes exceptions to our standard refund policy may be warranted. In such cases:
- We reserve the right to consider refund requests on a case-by-case basis, even if they fall outside the standard eligibility criteria outlined in this policy.
- For clients with ongoing or multiple projects, we may offer alternatives to refunds, such as service credits, extended support, or other accommodations.
- In cases of extreme dissatisfaction or unusual circumstances, please contact our customer support team to discuss potential solutions.
Please note that any exceptions granted do not constitute a waiver of this policy for future transactions or other customers.
Non-Refundable Items and Services
The following items and services are generally non-refundable:
- Rush fees for expedited services
- Administrative fees and processing charges
- Third-party services or products that we procure on your behalf (though we will assist you in obtaining refunds from third parties when possible)
- Customized work that has been completed according to your specifications
- Services that have been fully delivered and accepted
- Digital products after the specified refund period has expired
Changes to This Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
For significant changes, we will make reasonable efforts to notify you by email or through a notice on our website. We encourage you to review this Refund Policy periodically for any updates or changes.
The refund policy in effect at the time of your purchase will apply to that transaction. However, for subscription services or ongoing projects, the current refund policy will apply to future billing cycles or project phases.
Contact Information
If you have any questions or concerns about our Refund Policy, please contact us through one of the following channels:
Email: support@hellicaser.com
Phone: +446682343031
Postal Address: Studio 25u Mandy Falls, Jamesmouth, ME15 0JU, United Kingdom
We are committed to resolving any issues you may have and ensuring your satisfaction with our products and services.
