Refund Policy

Introduction

At Hellicrase, we strive to provide high-quality digital subscription services that meet our customers' expectations. We understand that there may be situations where a refund is warranted, and we have established this Refund Policy to outline the circumstances under which refunds may be issued.

This Refund Policy applies to all subscriptions and purchases made through the Hellicrase platform. By subscribing to or purchasing our services, you agree to the terms of this Refund Policy.

1. Subscription Refund Policy

1.1. 14-Day Satisfaction Guarantee

For new subscribers, we offer a 14-day satisfaction guarantee. If you are not satisfied with our service within the first 14 days of your initial subscription, you may request a full refund of your subscription fee.

This satisfaction guarantee applies only to first-time subscribers and can only be claimed once per customer.

1.2. Cancellation of Subscription

You may cancel your subscription at any time through your account settings or by contacting our customer support team. When you cancel your subscription:

• Your subscription will remain active until the end of your current billing period.
• You will not be charged for subsequent billing periods.
• No partial refunds will be issued for the unused portion of your current billing period, except as described in sections 1.1 and 1.3 of this policy.

1.3. Prorated Refunds for Annual Subscriptions

If you have purchased an annual subscription and wish to cancel after the first 14 days but before the end of your annual billing period, you may be eligible for a prorated refund under the following conditions:

• You have used the service for less than 6 months of your annual subscription.
• You are canceling due to a significant change in our service offering or Terms of Service that materially affects your use of the platform.
• You are experiencing documented technical issues that prevent you from accessing our service, which our technical team has been unable to resolve within a reasonable timeframe.

Prorated refunds will be calculated based on the number of complete months remaining in your subscription period at the standard monthly rate, not the discounted annual rate.

2. Eligible Reasons for Refund Requests

We may approve refund requests for the following reasons:

• Service Unavailability: Extended periods of service unavailability that significantly impact your ability to access our platform (typically more than 24 consecutive hours).
• Technical Issues: Persistent technical problems that prevent you from accessing or using key features of our service, which our technical team has been unable to resolve within a reasonable timeframe.
• Billing Errors: Incorrect charges or duplicate billing for your subscription.
• Unauthorized Transactions: Charges made to your account without your authorization.
• Material Changes to Service: Significant changes to our service offering that materially reduce the value or utility of your subscription.

3. Refund Request Process

To request a refund, please follow these steps:

1. Contact Customer Support: Submit a refund request by emailing refunds@hellicrase.com or by using the contact form on our website.
2. Provide Information: Include the following information in your request:
   • Your full name and email address associated with your account
   • Date of purchase or subscription start date
   • Transaction ID or order number (if available)
   • Reason for requesting a refund
   • Any relevant supporting documentation
3. Review Process: Our customer support team will review your request and may ask for additional information if needed. We aim to respond to all refund requests within 3 business days.
4. Decision and Processing: If your refund request is approved, we will process the refund within 10 business days. The refund will be issued to the original payment method used for the purchase.

4. Refund Processing Time

Once a refund has been approved and processed by our team, the time it takes for the refund to appear in your account depends on your payment method:

• Credit/Debit Cards: Refunds typically appear on your statement within 5-10 business days, depending on your card issuer's policies.
• PayPal: Refunds are usually processed within 3-5 business days.
• Bank Transfers: Refunds may take 7-14 business days to appear in your account.
• Other Payment Methods: Processing times vary depending on the payment provider.

Please note that Hellicrase has no control over the processing time once the refund has been initiated through your payment provider.

5. Non-Refundable Items and Circumstances

The following items and circumstances are generally not eligible for refunds:

• Subscription Used Beyond 14 Days: Regular subscription payments after the initial 14-day satisfaction guarantee period, except as specified in sections 1.3 and 2.
• Account Violations: Subscriptions that have been terminated due to violations of our Terms of Service or Acceptable Use Policy.
• Change of Mind: Cancellations due simply to a change of mind after the 14-day satisfaction guarantee period.
• Content Preferences: Dissatisfaction with specific content available on the platform, as our content library is constantly evolving and subject to change.
• Third-Party Issues: Problems related to your internet connection, device compatibility, or other issues outside of Hellicrase's control.
• Promotional or Discounted Subscriptions: Heavily discounted or promotional subscriptions may have different or limited refund eligibility, as specified in the terms of the promotion.

6. Special Circumstances

6.1. Accidental Purchases

If you or a family member accidentally purchased a subscription or made an unintended purchase, please contact our customer support team immediately. We will review these cases on an individual basis, and refunds may be issued at our discretion.

6.2. Service Outages

In the event of significant service outages or technical issues that affect a large number of users, Hellicrase may offer automatic credits or extensions to affected subscriptions instead of processing individual refunds. These will be communicated via email and/or notices on our website.

6.3. Account Closures

If you choose to close your Hellicrase account, any active subscription will be canceled, but refunds will only be issued in accordance with this Refund Policy. Closing your account does not automatically entitle you to a refund.

7. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer. If you are a consumer in the European Union, United Kingdom, or other regions with similar consumer protection laws, you may have certain non-excludable rights that are not affected by this policy.

For EU consumers, please note that you have the right to withdraw from a contract for digital content within 14 days of purchase without giving any reason, unless you have given express consent to begin receiving the service immediately and acknowledged that you will lose your right of withdrawal once the performance has begun.

For UK consumers, your rights under the Consumer Rights Act 2015 include the right to receive services that are performed with reasonable care and skill, and that conform to the description provided.

8. Exceptions and Discretionary Refunds

Hellicrase reserves the right to make exceptions to this Refund Policy at its sole discretion. In certain circumstances, we may issue refunds or credits that go beyond the terms outlined in this policy as a gesture of goodwill or to resolve unique customer situations.

Any such exceptions are made on a case-by-case basis and do not constitute a waiver of our right to enforce this Refund Policy in other situations.

9. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any material changes by posting the new Refund Policy on this page and updating the "Last Updated" date at the top of this page.

We encourage you to review this Refund Policy periodically to stay informed about our refund practices. Changes to this Refund Policy are effective when they are posted on this page.

10. Contact Information

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

Hellicrase Customer Support

2 Craig Estate

New Jeremymouth BT47 2QQ

United Kingdom

Email: refunds@hellicrase.com

Phone: +443181103090

Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM GMT, excluding holidays.