Refund Policy

1. Services Covered by This Policy

This Refund Policy applies to all marketing services offered by HellcaseC Marketing Agency, including but not limited to:

• SEO optimization services
• Social media marketing services
• Content marketing services
• PPC advertising services
• Analytics and reporting services
• Website design and development services
• Consultation services
• Training and workshop services

The specific terms and conditions for refunds may vary depending on the type of service provided. Any service-specific refund terms will be communicated to you in your service agreement.

2. Refund Eligibility Conditions

2.1 Project-Based Services

For project-based services (such as website development, one-time SEO audits, or content creation projects), the following refund conditions apply:

• Before project commencement: If you cancel before we begin work on your project, you are eligible for a full refund of any amount paid, less a 10% administrative fee.
• During project execution: If you cancel after work has begun but before completion, you may receive a partial refund based on the percentage of work completed. The refund amount will be calculated by subtracting the value of work already completed plus a 10% administrative fee from the total amount paid.
• After project completion: Once a project is completed and delivered, refunds are generally not available unless the deliverables substantially fail to meet the agreed-upon specifications outlined in the service agreement.

2.2 Ongoing Services and Retainer Agreements

For ongoing services or retainer agreements (such as monthly SEO services, social media management, or PPC campaign management), the following refund conditions apply:

• Cancellation within first 7 days: If you cancel within the first 7 days of a new service agreement (cooling-off period), you are eligible for a full refund of the first payment, less any costs already incurred in setting up your account or beginning work.
• Cancellation after first 7 days: If you cancel after the first 7 days, you will receive services through the end of the current billing period. No refund will be issued for the current billing period, but you will not be charged for future periods.
• Service quality issues: If our services fail to meet the standards outlined in your service agreement, you may be eligible for a partial or full refund of the most recent payment period, depending on the nature and extent of the service quality issues.

2.3 Consultation and Training Services

For consultation sessions, workshops, and training services, the following refund conditions apply:

• Cancellation more than 48 hours before scheduled time: Full refund, less a 10% administrative fee.
• Cancellation less than 48 hours before scheduled time: 50% refund.
• No-show: No refund will be issued for no-shows or cancellations after the scheduled start time.
• Rescheduling: You may reschedule a consultation or training session once without penalty if done at least 24 hours before the scheduled time.

3. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Third-party costs: Any costs paid to third parties on your behalf (such as advertising spend, software licenses, stock photos, domain registration fees, etc.) are non-refundable.
• Rush fees: Additional fees paid for expedited services are non-refundable once work has begun.
• Completed deliverables: Once you have approved a deliverable, it is considered complete and is not eligible for a refund.
• Service add-ons: Additional services requested beyond the original scope of work are generally non-refundable once performed.

4. Refund Request Procedure

To request a refund, please follow these steps:

4.1 Submit a Formal Request

Send a formal refund request to billing@hellcasec.com with the following information:

• Your full name and company name (if applicable)
• The service(s) for which you are requesting a refund
• The date of purchase
• Your order or invoice number
• The reason for your refund request
• Any relevant documentation supporting your request

4.2 Review Process

Upon receiving your request, we will:

• Acknowledge receipt of your request within 2 business days
• Review your request and the circumstances of your case
• Consult with the relevant team members who worked on your project or service
• Make a determination based on this Refund Policy and your specific service agreement

4.3 Decision and Processing

We will notify you of our decision regarding your refund request within 10 business days of receiving your request. If a refund is approved:

• We will process the refund to the original payment method used for the purchase
• You will receive a confirmation email once the refund has been processed
• Depending on your payment provider, it may take 5-10 business days for the refund to appear in your account

5. Refund Processing Timeframes

We strive to process all refunds in a timely manner. Here are the typical timeframes for refund processing:

• Decision timeframe: Within 10 business days of receiving a complete refund request
• Processing timeframe: Within 5 business days after a refund is approved
• Credit card refunds: 5-10 business days to appear in your account (depending on your card issuer)
• Bank transfer refunds: 5-7 business days to process
• PayPal refunds: 1-3 business days to process

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account depends on your financial institution or payment provider and is beyond our control.

6. Dispute Resolution

If you disagree with our decision regarding your refund request, we encourage you to contact us to discuss the matter further. We are committed to resolving disputes in a fair and reasonable manner.

To escalate a refund dispute, please contact our Client Services Manager at clientservices@hellcasec.com with the subject line "Refund Dispute" and include all relevant details and previous correspondence.

If we cannot resolve the dispute directly, we may agree to engage in mediation or another form of alternative dispute resolution as specified in our Terms and Conditions.

7. Service Quality Guarantee

At HellcaseC Marketing Agency, we stand behind the quality of our services. If you are not satisfied with the quality of our work, please contact your account manager or project manager immediately so we can address your concerns.

We offer the following service quality guarantees:

• Deliverables will meet specifications: All deliverables will meet the specifications outlined in your service agreement. If they do not, we will revise them at no additional cost until they meet the agreed specifications.
• Timely delivery: We commit to delivering services within the timeframes specified in your service agreement. If we fail to meet agreed deadlines (excluding delays caused by client factors), you may be eligible for compensation as outlined in your service agreement.
• Professional standards: All work will be performed to professional industry standards by qualified professionals. If work falls below these standards, we will remedy the issues at no additional cost.

8. Exceptions to the Refund Policy

We reserve the right to make exceptions to this Refund Policy at our discretion. Exceptions may be made in cases of:

• Extraordinary circumstances beyond your control (such as serious illness, natural disasters, etc.)
• Technical issues on our end that prevent service delivery
• Misrepresentation of services by our sales team
• Long-term client relationships with good payment history

Any exceptions made do not constitute a change to this policy or set a precedent for future refund requests.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. The date of the most recent revision will appear at the top of this page.

For services purchased before a policy change, the refund policy in effect at the time of purchase will apply. We encourage you to review this policy periodically to stay informed about our refund practices.

10. Contact Information

If you have any questions about this Refund Policy or would like to request a refund, please contact us:

HellcaseC Marketing Agency
14 Isla Passage
Joneschester, PR7 5PY
United Kingdom

Email: billing@hellcasec.com
Phone: +44 345 657 1564
Hours: Monday to Friday, 9:00 AM to 5:00 PM GMT