Refund and Cancellation Policy

1. General Principle

HBELLO supports fair resolution of genuine payment, delivery, quality, duplicate-charge, fraud, and cancellation issues. Refunds are not automatic and may depend on order status, evidence, platform records, payment gateway status, freelancer delivery, client acceptance, and applicable law.

2. Client Cancellations

A client may request cancellation before work begins or before a milestone is accepted, subject to the specific order terms and platform review. Once work has started, cancellation may require freelancer consent or HBELLO dispute review.

If an order is cancelled before meaningful work begins, eligible funds may be returned to the client wallet or original payment method where technically and commercially feasible, after deduction of non-refundable gateway charges, taxes, or platform charges where permitted.

3. Freelancer Cancellations

If a freelancer cannot complete agreed work, the freelancer must inform the client promptly through the platform. HBELLO may cancel the order, reassign workflow where available, refund eligible client funds, restrict freelancer access, or take other action based on the circumstances.

4. Completed Work and Accepted Milestones

Payments for completed, accepted, downloaded, approved, or substantially delivered work are generally not refundable unless HBELLO determines that there is fraud, material non-delivery, clear breach of agreed scope, duplicate payment, or a mandatory legal basis for refund.

5. Subscriptions, Connects, Promotions, and Digital Credits

Subscription fees, promotional placements, featured listings, connection credits, platform credits, and digital access fees are generally non-refundable once activated, consumed, displayed, used, expired, or made available, unless required by applicable law or expressly approved by HBELLO.

6. Wallet Refunds and Withdrawals

Refunds may be issued as wallet credit, reversal of wallet entries, cancellation of pending payouts, or return to the original payment method depending on transaction status and payment-provider rules.

HBELLO may place wallet balances, deposits, or withdrawals on hold during fraud checks, KYC review, chargeback handling, duplicate-payment review, suspicious activity review, or user disputes.

7. Chargebacks and Payment Gateway Issues

Users must contact HBELLO before raising chargebacks wherever possible so the issue can be reviewed through platform records. Unauthorised chargebacks, false disputes, or payment reversals may result in account restriction, recovery of amounts due, suspension of services, or legal action.

8. How to Request a Refund

Refund or cancellation requests should be sent to support@hbello.com with the order ID, payment reference, user account email, reason, and supporting evidence. HBELLO aims to review support requests within 1 business day, though complex disputes may require additional time.