Refund Policy

1. Refund Policy Overview

As a professional design studio, we invest significant time and resources into each project from the moment we begin work. Due to the custom nature of our services and the digital deliverables we provide, our refund policy is structured to balance fair treatment of our clients with the protection of our business interests.

Our refund policy varies based on the stage of the project and the services rendered:

• Initial deposit payments are generally non-refundable as they secure your project in our schedule and cover preliminary work
• Refunds may be available for the remaining project balance in certain circumstances as outlined below
• Once final deliverables have been provided, refunds are generally not available

2. Conditions for Refunds

We may issue refunds in the following circumstances:

Project Cancellation by Hellvcase

If we are unable to fulfill our obligations and must cancel the project for reasons within our control, you will receive a refund as follows:

• 100% refund if we cancel before any work has commenced
• Prorated refund based on the percentage of work completed if we cancel after work has begun

Significant Service Failure

If we fail to deliver the agreed-upon services as specified in your project proposal or contract despite being given reasonable opportunity to rectify the situation, you may be eligible for a partial or full refund. This will be evaluated on a case-by-case basis, considering:

• The nature and extent of the service failure
• The value of work successfully completed and delivered
• Reasonable costs incurred in the project to date

Project Cancellation by Client

If you choose to cancel your project after work has begun:

• The initial deposit is non-refundable
• Any additional payments may be partially refundable, minus:
• The value of work completed up to the cancellation date
• Any non-refundable expenses incurred on your behalf
• A 10% administration fee

Duplicate or Erroneous Payments

In the case of duplicate payments or demonstrable payment errors, we will refund the duplicate or excess amount within 14 business days of verification.

3. Refund Processing Timeframes

When a refund is approved, the processing time depends on your original payment method:

• Credit or Debit Card Payments: Refunds will be processed back to the original payment card within 5-10 business days. Your bank may require additional time to reflect the refund in your account.
• Bank Transfer Payments: Refunds will be processed within 5-10 business days. Please provide your correct bank details to facilitate the refund.
• PayPal Payments: Refunds will be processed to your PayPal account within 3-5 business days.

Please note that during peak periods or due to external factors, processing times may be slightly longer. We will keep you informed of the status of your refund request.

4. How to Request a Refund

To request a refund, please follow these steps:

1. Contact us via email at finance@hellvcase.com with the subject line "Refund Request"
2. Include the following information in your request:
   • Your full name and contact information
   • Project reference number or description
   • Date of payment
   • Amount paid
   • Payment method used
   • Reason for requesting a refund
   • Any relevant supporting documentation
3. We will acknowledge your refund request within 2 business days
4. Our team will review your request and communicate our decision within 5-7 business days

For urgent refund inquiries, you may also contact us by phone at +44 778 886 3171 during our business hours (Monday to Friday, 9am to 6pm UK time).

5. Exceptions to the Refund Policy

The following situations are generally not eligible for refunds:

Completed Projects

Once final deliverables have been provided and approved, or the project has been completed according to the agreed scope, refunds are not available. This includes:

• Final design files that have been delivered
• Projects that have moved into production based on approved designs
• Consulting services that have been fully rendered

Change of Mind

Refunds are not available simply because you have changed your mind about the project or no longer need the services after work has commenced. This includes:

• Changes in your business direction or branding strategy
• Decision to work with another design studio
• Internal project cancellations unrelated to our performance

Design Preferences

Refunds are not available due to subjective differences in design preferences when we have fulfilled the project according to the agreed brief. Our process includes:

• Multiple design concepts and revision rounds as specified in your contract
• Opportunities to provide feedback and request changes during the design process
• Clear approval stages before proceeding to finalization

Client Delays

Projects that are delayed or cannot be completed due to client-side delays (such as failure to provide necessary information, feedback, or approvals) are not eligible for refunds.

6. Alternative Resolutions

We are committed to client satisfaction and may offer the following alternatives to refunds when appropriate:

Project Modification

If you are not satisfied with the direction of your project, we may offer to modify the scope or approach to better meet your needs, which may include:

• Additional design concepts or revisions
• Alternative design approaches
• Modified project deliverables

Credit for Future Services

In some cases, we may offer a credit for future services instead of a monetary refund. This credit may be used for:

• A different design project
• Additional design services
• Consulting or strategic services

Partial Deliverables

If a project is cancelled before completion, we may provide the work completed to date in an appropriate format, allowing you to retain value from the investment made.

7. 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. It is your responsibility to review this Refund Policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

8. Contact Information

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

• Email: finance@hellvcase.com
• Phone: +44 778 886 3171
• Mail: Hellvcase Packaging Design Studio
  6 Mitchell Park
  Alicefort
  SN2 7TE
  United Kingdom