1. Introduction
At Hellcase.com, we strive to ensure complete satisfaction with our AI-powered case packaging design services. We understand that circumstances may arise where a refund is warranted, and we have established this Refund Policy to outline the conditions under which refunds may be issued.
This Refund Policy applies to all services purchased through Hellcase.com. By purchasing our services, you agree to the terms outlined in this policy.
2. Refund Eligibility
2.1 Eligible for Refund
You may be eligible for a full or partial refund under the following circumstances:
- Service Not Provided: If we fail to deliver the agreed-upon services within the specified timeframe without reasonable justification.
- Significant Service Deviation: If the delivered services significantly deviate from the service description and specifications agreed upon at the time of purchase, and we are unable to remedy the issues after reasonable attempts.
- Duplicate Charges: If you were charged multiple times for the same service due to technical errors.
- Cancellation Within Cooling-Off Period: For services not yet begun, cancellations within 14 days of purchase may be eligible for a full refund (excluding any non-refundable deposit as specified in your service agreement).
2.2 Not Eligible for Refund
Refunds will generally not be issued under the following circumstances:
- Change of Mind: If you simply change your mind after the service delivery has begun, especially if substantial work has already been completed.
- Subjective Dissatisfaction: If your dissatisfaction is based on subjective factors (such as personal aesthetic preferences) rather than objective deviations from the agreed service specifications, particularly after approval of initial concepts.
- Incomplete Information: If service issues arise due to incomplete or inaccurate information provided by you.
- Terms Violation: If you have violated our Terms and Conditions or have used our services for prohibited purposes.
- After Final Delivery and Approval: Once you have approved and received the final deliverables, unless major undisclosed defects are discovered.
3. Refund Amounts
3.1 Full Refunds
Full refunds may be issued under the following circumstances:
- Services not yet begun and cancelled within the cooling-off period.
- Duplicate charges or technical payment errors.
- Complete failure to deliver any services after payment.
3.2 Partial Refunds
Partial refunds may be issued under the following circumstances:
- Services partially completed but terminated due to significant and unresolvable deviations from agreed specifications.
- Services cancelled after work has begun but before completion.
- Other situations where a partial refund represents a fair compensation as determined by Hellcase.com management.
3.3 Non-Refundable Items
The following items are generally non-refundable:
- Initial consultation fees, if specified separately.
- Non-refundable deposits, as specified in your service agreement.
- Any third-party costs already incurred on your behalf (such as licensing fees, specialized material purchases, etc.).
- Administrative fees, which may be deducted from refunds as specified in your service agreement.
4. Refund Process
4.1 How to Request a Refund
To request a refund, please follow these steps:
- Contact our customer support team at support@hellcase.com with the subject line "Refund Request".
- Provide your order number, date of purchase, and the service purchased.
- Clearly explain the reason for your refund request with relevant details.
- Include any supporting documentation or evidence related to your request.
- Specify your preferred method of refund (original payment method is our default process).
4.2 Refund Timeframes
We strive to process all refund requests promptly:
- Review Period: All refund requests will be reviewed within 5 business days.
- Decision Communication: We will communicate our decision regarding your refund request within 7 business days of receiving all necessary information.
- Refund Processing: Approved refunds will be processed within 14 business days of approval.
- Bank Processing Time: Please note that after we process your refund, your bank or payment provider may take additional time (typically 3-10 business days) to reflect the refund in your account.
4.3 Refund Methods
Refunds will typically be issued using the original payment method:
- Credit/debit card payments will be refunded to the same card.
- Bank transfers will be refunded to the originating account.
- PayPal payments will be refunded to the PayPal account used for purchase.
In exceptional circumstances where the original payment method cannot be used for the refund, we will work with you to find an alternative solution.
5. Dispute Resolution
If you disagree with our decision regarding your refund request, you may appeal the decision by:
- Emailing management@hellcase.com with the subject line "Refund Appeal".
- Providing all relevant information, including previous correspondence about the refund request.
- Clearly explaining why you believe the decision should be reconsidered.
Appeals will be reviewed by a senior manager not involved in the initial decision. We aim to resolve all appeals within 10 business days.
If we are unable to resolve the dispute internally, depending on your location, you may have the right to pursue alternative dispute resolution methods, such as mediation or small claims court.
6. Special Circumstances
6.1 Service Cancellation by Hellcase.com
If Hellcase.com needs to cancel a service for any reason before completion, you will be entitled to:
- A full refund for services not yet begun.
- A partial refund proportional to the uncompleted portion of services already in progress.
6.2 Force Majeure
In cases of force majeure (such as natural disasters, pandemics, etc.) that prevent service delivery, we will work with you to either:
- Postpone service delivery until conditions improve.
- Provide a full or partial refund based on the circumstances and work completed.
6.3 Custom Projects
For large or custom projects with specific milestones and payment schedules, refund terms may be governed by the specific contract for that project, which may supersede this general refund policy.
7. Changes to This Policy
We may update this Refund Policy from time to time. The updated version will be indicated by an updated "Last Updated" date at the top of this policy. We encourage you to review this policy periodically for any changes.
Any changes to this policy will apply only to purchases made after the effective date of the updated policy.
8. Contact Information
If you have any questions about this Refund Policy or would like to request a refund, please contact us at:
Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM GMT.
