Refund Policy

Policy Overview

At HellcaseA, we want you to be completely satisfied with our services. This Refund Policy outlines the conditions under which we provide refunds for our platform subscriptions and other services.

We understand that circumstances may arise where you need to request a refund, and we've designed this policy to be fair and transparent. Our goal is to maintain a balance between providing excellent customer service and running a sustainable business.

This policy applies to all services offered through the HellcaseA platform, including subscription plans, one-time purchases, and add-on features.

Refund Eligibility

Eligible for Refund

The following situations may qualify for a full or partial refund:

• New Subscriptions: If you're a new customer and are dissatisfied with our services, you may request a full refund within 14 days of your initial purchase (our "Satisfaction Guarantee" period).
• Service Unavailability: If our services experience significant downtime or technical issues that prevent you from using key features for an extended period (exceeding our Service Level Agreement commitments).
• Duplicate Charges: If you were accidentally charged multiple times for the same service.
• Unauthorized Charges: If charges were made to your account without your authorization.

Not Eligible for Refund

The following situations are generally not eligible for a refund:

• Beyond 14 Days: Requests made after the 14-day Satisfaction Guarantee period for new customers.
• Service Usage: If you have substantially used the services during the billing period.
• Account Termination: If your account was terminated due to violation of our Terms & Conditions.
• Add-on Features: One-time purchases of add-on features are generally non-refundable once activated.
• Third-Party Services: Charges for third-party services or integrations that are not directly controlled by HellcaseA.

Refund Timeframe

Refund Request Deadline

To be eligible for a refund, you must submit your request within the following timeframes:

• New Subscriptions: Within 14 days of the initial purchase date.
• Service Unavailability: Within 30 days of the service disruption.
• Billing Errors: Within 60 days of the incorrect charge.

Refund Processing Time

Once your refund request is approved, the time it takes for the refund to appear in your account depends on your payment method:

• Credit/Debit Cards: 5-10 business days
• PayPal: 3-5 business days
• Bank Transfers: 5-15 business days
• Other Payment Methods: Processing time may vary

Please note that while HellcaseA processes refunds promptly, the actual time it takes for the funds to appear in your account is largely determined by your payment provider.

Refund Process

To request a refund, please follow these steps:

1. Submit a Refund Request

You can initiate a refund request through one of the following methods:

• Account Dashboard: Log in to your HellcaseA account, go to "Billing & Subscriptions," and select "Request Refund."
• Email: Send an email to billing@hellcasea.com with the subject line "Refund Request" and include your account information and reason for the refund.
• Contact Form: Complete the contact form on our website, selecting "Billing Issue" as the subject.

2. Provide Required Information

Your refund request should include:

• Your account email address
• Date of purchase
• Subscription plan or service purchased
• Reason for requesting a refund
• Any relevant details or documentation supporting your request

3. Review Process

Our billing team will review your refund request within 1-3 business days. We may contact you for additional information if needed.

4. Refund Decision

You will receive an email notification informing you whether your refund request has been approved or denied. If approved, the email will include information about when and how the refund will be processed.

Refund Payment Methods

Refunds are generally processed using the same payment method used for the original purchase:

• Credit/Debit Cards: Refunds will be issued back to the original card used for payment.
• PayPal: Refunds will be issued to your PayPal account.
• Bank Transfers: Refunds will be sent to the originating bank account.

In exceptional cases where refunding to the original payment method is not possible, we may offer alternative refund methods such as account credit or bank transfer.

Exceptions and Special Cases

Annual Subscription Refunds

For annual subscriptions that are cancelled before the end of the subscription period:

• Within 14 days of purchase: Full refund available
• After 14 days but within the first month: Partial refund may be available, minus one month of service and a 10% administrative fee
• Beyond the first month: Prorated refund may be available at our discretion, minus a 20% administrative fee

Enterprise Customers

Enterprise customers with custom contracts are subject to the specific refund terms outlined in their service agreements, which may differ from this general policy.

Force Majeure

In cases of events beyond our reasonable control (such as natural disasters, major internet outages, etc.), we may extend refund eligibility periods or offer alternative compensation such as service credits.

Promotional or Discounted Purchases

Services purchased with promotional codes or at discounted rates may have limited refund eligibility or may be refunded at the actual paid amount rather than the regular price.

Subscription Changes and Prorations

Upgrading Your Plan

When upgrading to a higher-tier plan, the remaining value of your current subscription will be prorated and applied to the cost of the new plan. No refund is issued in this case; instead, the value is applied to your new subscription.

Downgrading Your Plan

When downgrading to a lower-tier plan:

• For monthly subscriptions: The change will take effect at the start of your next billing cycle. No refund is issued for the current billing period.
• For annual subscriptions: The change will take effect immediately, and you may receive a prorated credit for the remaining value of your current subscription, which will be applied to future billing cycles.

Cancelling Your Subscription

When cancelling your subscription:

• For monthly subscriptions: Your service will continue until the end of the current billing period. No refund is issued for the current billing period.
• For annual subscriptions: Refund eligibility is determined by the timeframe and conditions outlined in the "Annual Subscription Refunds" section above.

Cancellation vs. Refund

It's important to understand the difference between cancelling your subscription and requesting a refund:

Cancellation

Cancelling your subscription prevents future billing but does not automatically result in a refund for payments already made. When you cancel:

• Your subscription will remain active until the end of the current billing period
• You will not be charged for future billing periods
• You will continue to have access to the service until the end of the paid period

Refund

A refund is the return of funds already paid for services. When a refund is processed:

• Part or all of your payment is returned to your original payment method
• Your access to the service may be terminated immediately or reduced, depending on the type of refund
• You need to explicitly request a refund; it is not automatic upon cancellation

You can cancel your subscription at any time through your account dashboard without contacting customer support. However, to request a refund, you must follow the refund process outlined in this policy.

Contact Information

If you have any questions about our Refund Policy or need assistance with a refund request, please contact our billing team:

We aim to respond to all billing inquiries within 1 business day.