Cancellation Policy

1. Overview

NewCo Ltd. ("we," "our," or "us"), operating the Helix platform, is committed to fair and transparent cancellation procedures. This policy outlines the conditions and process for cancelling orders and receiving refunds for research services purchased through our platform.

NewCo Ltd.
New Address 1
Company No: NEW123
Email: support@helixai.academy

2. Credit Purchases

Research credits purchased through the Helix platform are subject to the following cancellation terms:

• Unused credits: Credits that have not been applied to any order may be refunded within 14 days of purchase.
• Partially used credits: If some credits have been used, only the unused portion may be eligible for refund.
• No expiration: Credits never expire, so there is no urgency to use them by a specific date.
• Processing time: Refunds for credit purchases are processed within 5-10 business days.

3. Order Cancellation by Buyer

3.1 Preparing Orders

Orders in "Preparing" status (customized orders not yet assigned to a specialist) may be cancelled within 24 hours of creation. If no specialist is found within this period, credits will be fully refunded to your wallet.

3.2 In-Progress Orders

Orders where the specialist has begun work may only be cancelled under the following circumstances:

• Mutual agreement between buyer and specialist
• Specialist has not delivered any partial work within the agreed timeframe
• The delivered work does not match the agreed scope (subject to dispute resolution)

Refund amounts for in-progress cancellations are determined on a case-by-case basis, taking into account the work already completed.

4. Order Cancellation by Specialist

Specialists may cancel accepted orders in the following situations:

• Unforeseen circumstances preventing completion
• Requirements that were not clearly stated in the original request
• Scope changes that significantly alter the original agreement

When a specialist cancels, the buyer receives a full credit refund and may be re-matched with another specialist.

5. How to Cancel

To cancel an order:

1. Navigate to your Research Portfolio in the dashboard
2. Select the order you wish to cancel
3. Click the "Cancel Order" button
4. Confirm the cancellation

For orders that require manual review (in-progress orders), you may also contact our support team at support@helixai.academy.

6. Dispute Resolution

If you are unsatisfied with the outcome of a cancellation request:

• Contact our support team with your order details and reason for dispute
• Our team will review the case within 3 business days
• Both parties will be given the opportunity to present their perspective
• A resolution will be communicated to both parties

7. Exceptions

The following situations are not eligible for cancellation or refund:

• Completed orders that have been accepted by the buyer
• Orders where the full scope of work has been delivered as agreed
• Cancellation requests made more than 30 days after order completion