💰 14-Day Money-Back Guarantee
We stand behind the quality of our services. If you're not completely satisfied with your purchase, we offer a 14-day money-back guarantee on most of our services and packages.
✓ 100% Satisfaction Guaranteed
If our services don't meet your expectations within 14 days, we'll refund your payment - no questions asked.
✅ Refund Eligibility
Services Eligible for Refund:
- Subscription Services: Within 7 days if no services have been utilized
- SEO Packages: Full refund if work hasn't started (within 30 days)
- Web Design Projects: During consultation phase before design work begins
- Monthly Retainers: First month only, before work commences
- Digital Marketing Campaigns: Before campaign launch
Services NOT Eligible for Refund:
- Completed work that has been delivered and accepted
- Digital files that have been downloaded or accessed
- Domain registrations and hosting services
- Third-party costs (stock photos, premium plugins, etc.)
- Services rendered more than 7 days ago
- Promotional or discounted packages (unless otherwise stated)
⏱️ Refund Timeframes & Amounts
| Service Type | Timeframe | Refund Amount |
|---|---|---|
| Subscription Services | Within 7 days | 100% refund |
| One-time Projects | 14 days (pre-work) | 100% refund |
| SEO Packages | Within 14 days | Prorated based on work completed |
| Design Work (In-Progress) | Before final delivery | 40% refund |
| Completed Projects | N/A | No refund |
🔄 How to Request a Refund
Contact Us
Email us at info@hesaducreatives.com with your order details, payment code, and reason for refund request.
Review Process
Our team will review your request within 2-3 business days and may contact you for additional information.
Approval Decision
You'll receive an email notification with the decision. Approved refunds proceed to processing immediately.
Refund Processing
Refunds are processed through PayHere.lk and typically take 7-14 business days.
Payment Returned
Funds will appear in your original payment method within 7-14 business days.
⚠️ Important Note
Refund processing times may vary depending on your payment method and financial institution. International payments may take up to 14 business days.
💳 Refund by Payment Method
| Payment Method | Processing Time |
|---|---|
| Credit/Debit Card (via PayHere) | 5-10 business days |
| PayHere Wallet | 2-7s business days |
| Bank Transfer | 2-7 business days |
| Mobile Banking | 2-3 business days |
All refunds are processed in the original currency and payment method used for the purchase. Currency conversion fees (if any) are non-refundable.
🚫 Cancellation Policy
For Subscription Services:
- You can cancel your subscription at any time
- Cancellation takes effect at the end of the current billing period
- No partial refunds for unused time within a billing cycle
- Access continues until the end of the paid period
For One-Time Projects:
- Projects can be cancelled with at least 48 hours notice
- Refund amount depends on project completion percentage:
- 0-25% complete: 75% refund
- 26-50% complete: 50% refund
- 51-75% complete: 25% refund
- 76-100% complete: No refund
📊 Partial Refunds
Partial refunds may be issued in the following situations:
- Services that don't meet agreed-upon specifications (prorated based on deficiencies)
- Delays caused by our team that impact project timelines
- Missing deliverables from the original scope of work
- Technical issues on our end that prevent service delivery
Partial refunds are calculated based on the percentage of work completed versus the total project scope, minus any costs already incurred (third-party services, resources purchased, etc.).
❌ When Refunds Are NOT Provided
No refunds will be issued in these cases:
- Change of mind after work has been completed
- Client delays exceeding 90 days from project start
- Failure to provide required materials or feedback
- Violation of our Terms of Service
- Fraudulent payment attempts or chargebacks
- Services used to violate any laws or regulations
⚖️ Dispute Resolution
If you're not satisfied with our refund decision, you have the following options:
- Request a Review: Ask for your case to be reviewed by a senior team member
- Mediation: We can arrange a mediation session to discuss the issue
- PayHere Dispute: File a dispute through PayHere.lk's resolution center
- Legal Action: Disputes are governed by the laws of Sri Lanka
We strive to resolve all disputes amicably and fairly. Most issues are resolved within 5-7 business days through direct communication.
Have Questions About Our Refund Policy?
Our customer support team is here to help you with any refund or payment-related queries.
Business Hours: Monday - Friday, 9:00 AM - 6:00 PM (IST)
Address: Colombo, Sri Lanka
🔒 Payment Security
All payments are processed securely through PayHere.lk, Sri Lanka's leading payment gateway. We never store your credit card information on our servers. All transactions are encrypted and comply with PCI-DSS standards.