1. How to ask
Open the service in your account and use the refund request beside it. You choose a reason and may write anything you want us to know; the request is recorded, it is given a state you can see, and a member of our staff decides it. Nothing about a refund happens automatically, in either direction: no refund is issued without a person, and no request disappears without an answer.
A refund can never exceed what is left of the original payment - anything already refunded, and any refund still in flight, is subtracted first.
2. Where the money goes
To the card you paid with, or to the balance of your web-svc.com account, and we tell you which before we issue it. Balance credit is immediate and can be spent anywhere on the platform. A card refund is an instruction to our payment provider: we mark it done when the provider confirms it, and how long it then takes to appear on your statement is your bank’s business, typically several working days. Refunds are made in the currency you paid in.
3. When you get money back
| Situation | What we do |
|---|---|
| You have not paid yet | Cancel the order yourself. Nothing has been taken and there is nothing to refund. |
| One-time service, work not started (the service still shows as Queued) | Full refund on request, no questions asked. |
| One-time service, work under way | In proportion to what has not been consumed, keeping at least one hour at the smallest hour-pack rate. Decided by an operator; if you disagree it is escalated to the owner. |
| One-time service, deliverable accepted | No refund. Acceptance closes the work, and accepting is a deliberate act of yours - nothing is accepted on your behalf and nothing is accepted by silence. |
| Recurring plan, the period you are in | Not refunded. The service runs to the end of the period you paid for; cancelling never shortens it. |
| Recurring plan paid a year in advance, months not yet begun | Refunded in full for the months not begun: what you paid, less the months elapsed at the undiscounted monthly price. A multi-month discount is a discount for staying and does not survive leaving early. |
| Emergency fix that did not restore the site | Full refund. No cure, no pay. |
| Hour pack, hours unused inside its validity | Unused hours at the pack’s own rate, less one hour. Once the validity has passed the hours are gone and there is nothing to refund. |
| We missed a service level | No automatic compensation, and no refund follows from the miss by itself. Tell us and we will look at the record and say what happened. This takes nothing away from any other row that applies to you. |
| You added money to your balance and want it back | Returned to the card you paid with, after a check by an operator. This is deliberately not self-serve: a balance that could be loaded and instantly withdrawn is a fraud channel. |
| Promotional credit | Never turned into money and never refunded. It can only be spent inside the platform. |
| You raise a chargeback instead of asking us | Services in the affected project may be suspended until the dispute is settled. |
4. The 14-day right of withdrawal
If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you have a statutory right to withdraw within 14 days that exists whatever this policy says. It is set out on its own page, Your right to withdraw within 14 days, together with what changes when you ask us to begin work straight away. Nothing in the table above reduces it.
5. What a refund does not do
Refunding a payment does not by itself end a service, and ending a service does not by itself refund anything: they are two decisions and we will confirm both. Rights in deliverables pass to you on full payment; a refund that unwinds the payment unwinds that transfer with it.
6. How long it takes
Your request carries its state from the moment you send it, so you never have to ask us whether it arrived. We answer every request, and a refund we have agreed to is issued as soon as it is decided - immediately for balance credit, and for a card as fast as our payment provider moves.
7. Who refunds you
web-svc.com and web-svc.ae are operated by Helicore FZ-LLC, a Free Zone Limited Liability Company registered with the Ras Al Khaimah Economic Zone Authority (RAKEZ), United Arab Emirates, licence number 47037395. Registered address: CWEP9233, Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates.
The seller under this policy, and the party that returns your money, is Helicore FZ-LLC. Wherever this policy says “web-svc.com”, it means Helicore FZ-LLC.