- Scope
- EU/UK Right of Withdrawal (14 Days)
- 30-Day Money-Back Guarantee
- Recurring Renewals
- Annual Subscriptions
- Trial Periods
- Setup, Migration & Custom Work
- How to Request a Refund
- Processing Time
- Refund Refusal Grounds
- Chargebacks
- Currency & Tax
- Escalation
- Contact
1. Scope
This Refund Policy applies to all paid Helpdash subscriptions purchased via Paddle.com Market Limited ("Paddle"), acting as the Merchant of Record on behalf of Helpdash Ltd ("Helpdash", "we", "us", or "our"). It forms part of, and should be read alongside, our Terms of Service.
This policy does not apply to purchases made through any other channel (such as a separately negotiated Order Form on Enterprise terms), which are governed by the refund language in the relevant agreement.
2. EU/UK Right of Withdrawal (14 Days)
Under the EU Consumer Rights Directive 2011/83/EU and, in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers in the European Economic Area and the United Kingdom have a statutory right to withdraw from distance contracts within fourteen (14) calendar days of purchase, without giving any reason.
Important waiver — service used inside the withdrawal window. The Directive provides that the right of withdrawal is extinguished where, before the end of the fourteen-day window, performance of the service has begun with the consumer's express prior consent and acknowledgement that the right of withdrawal will be lost. When you actively use the Service inside the fourteen-day window, you are deemed to have given that express consent and to have waived the right of withdrawal in respect of the portion of the Service already supplied.
A consent checkbox is presented during checkout and the corresponding acknowledgement is recorded by Paddle. By ticking that checkbox you accept the waiver and agree that Helpdash may begin supplying the Service immediately.
To exercise the right of withdrawal where it has not been waived, follow the procedure in Section 8.
3. 30-Day Money-Back Guarantee (Outside EU/UK, or Before Service Use)
For customers outside the EU/UK, and for EU/UK customers who have not yet used the Service inside the statutory withdrawal window, we offer a 30-day money-back guarantee on a customer's first paid subscription purchase. Within thirty (30) days of the initial purchase you may request a full refund, no questions asked.
The 30-day money-back guarantee applies to the first subscription purchase only. It does not apply to renewals (see Section 4), to repeat purchases on the same account or by the same individual, or to add-on purchases on top of an existing subscription.
4. Recurring Renewals
Subscription renewal charges are generally non-refundable. You may cancel your subscription at any time from within your dashboard to prevent the next automatic renewal — cancellation takes effect at the end of the then-current billing period and you will retain access to paid features until that date.
A pro-rated partial refund may be granted on a case-by-case basis where there has been a material service failure attributable to Helpdash, including but not limited to: (a) an unplanned outage of the core ticket or chat APIs that exceeds seven (7) consecutive days within a single billing cycle; or (b) a material breach of a service-level agreement, where one is in effect.
5. Annual Subscriptions
For annual subscriptions, the 30-day money-back guarantee in Section 3 applies for thirty (30) days from the date of the annual purchase. After that window the annual fee is non-refundable for the remainder of the term.
You may still cancel an annual subscription at any time from within your dashboard to prevent the next annual renewal. Doing so does not refund the unused portion of the current annual term but does ensure no further charge is made on the renewal date.
6. Trial Periods
Where Helpdash offers a free trial of a paid plan, no payment is collected during the trial period. If you cancel before the trial ends, no charge is made. If you do not cancel, your account will convert to the chosen paid plan at the end of the trial and your registered payment method will be charged the first subscription fee. Trial periods do not extend the statutory withdrawal window or the 30-day money-back guarantee, both of which are calculated from the date of the first paid charge.
7. Setup, Migration & Custom Work Fees
Where you purchase setup, data-migration, integration, or custom development services from Helpdash for a quoted fee, that fee is non-refundable once work has commenced. If the engagement is cancelled before any work has been carried out, the fee is fully refundable. We will quote setup and custom-work fees in writing in advance and we will not begin work until the quote has been accepted.
8. How to Request a Refund
To request a refund within an eligible window, please email support@helpdash.io and include:
- The email address registered against your Helpdash account;
- The Paddle invoice number or transaction ID for the charge you would like refunded;
- A short explanation of the reason for the refund request — feedback helps us improve the Service, but we will not require you to justify a refund within the no-questions-asked windows in Sections 2 and 3.
We aim to acknowledge refund requests within one (1) business day and to issue an approval or follow-up question within five (5) business days.
9. Processing Time
Approved refunds are processed by Paddle and are typically credited to your original payment method within five (5) to ten (10) business days of approval, depending on your payment provider and bank. Helpdash does not control the duration of the bank-side settlement step.
10. Refund Refusal Grounds
We reserve the right to refuse a refund request, or to limit the amount of a refund, where:
- The account has been suspended or terminated for material violation of our Acceptable Use Policy or our Terms of Service;
- The account holder has demonstrated a pattern of refund-then-repurchase or other refund abuse;
- More than fifty per cent (50%) of the billing period has elapsed at the time the refund is requested, and the EU/UK statutory withdrawal window does not apply or has been waived;
- The refund is requested in respect of a renewal that falls outside the case-by-case grounds in Section 4;
- The refund is otherwise prohibited by applicable law.
11. Chargebacks
We strongly encourage you to contact us at support@helpdash.io before initiating a chargeback or payment-card dispute. The vast majority of disputes can be resolved promptly through a refund or account adjustment. Chargebacks raised without prior contact may result in immediate suspension of your account pending resolution of the dispute, and any associated chargeback fee may be invoiced to you in addition to any amount disputed.
12. Currency & Tax
Refunds are issued in the original transaction currency. Sales tax, VAT, GST, and similar transaction taxes are refunded in accordance with the rules of the relevant local jurisdiction; tax handling for both the original charge and any refund is administered by Paddle in its capacity as Merchant of Record.
13. Escalation
If you are unable to resolve a refund issue with us through the channels in Section 8, you may contact Paddle directly at paddle.net. Paddle handles payment-dispute resolution for all transactions in its capacity as our Merchant of Record.
14. Contact
For all refund inquiries: support@helpdash.io.
Postal address: Helpdash Ltd, London, United Kingdom, England & Wales.