Refund Policy

1. Overview

NewCo Ltd. is committed to customer satisfaction. This Refund Policy explains your rights regarding refunds for credit purchases on the Helix platform, in compliance with EU Consumer Rights Directive 2011/83/EU.

NewCo Ltd.
New Address 1
Company No: NEW123

2. EU 14-Day Withdrawal Right

2.1 Your Right to Withdraw

As an EU consumer, you have the right to withdraw from your credit purchase within 14 days without giving any reason. This withdrawal period begins on the date of purchase.

2.2 How to Exercise Your Withdrawal Right

To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires. You can do this by:

• Sending an email to refunds@helixai.academy with your account details and purchase reference
• Using the refund request form in your account settings
• Sending a written notice to: NewCo Ltd., New Address 1

You may use the model withdrawal form provided below, but it is not obligatory.

2.3 Partial Use of Credits

If you begin using your purchased credits during the 14-day withdrawal period:

• You acknowledge that you are requesting immediate performance of digital services
• You will be charged proportionally for credits used
• You lose your right of withdrawal once you have fully consumed all purchased credits
• Partial refunds will be calculated based on unused credits remaining

2.4 Effects of Withdrawal

If you withdraw from the purchase within the 14-day period:

• We will refund all payments received from you for unused credits
• Refunds will be processed within 14 days of receiving your withdrawal notice
• Refunds will be made using the same payment method you used for the original transaction
• You will not incur any fees for the refund
• Any used credits will be deducted from the refund amount at the proportional rate

3. Refunds Outside the Withdrawal Period

3.1 General Policy

After the 14-day withdrawal period, credits are generally non-refundable. However, we may issue refunds in exceptional circumstances:

• Technical errors preventing use of credits
• Service unavailability due to platform issues
• Duplicate or erroneous charges
• Defects in the digital service that cannot be remedied

3.2 Service Issues

If you experience technical problems or service defects:

• Contact our support team at support@helixai.academy within 7 days of the issue
• Provide details of the problem and any error messages
• We will investigate and attempt to resolve the issue
• If the issue cannot be resolved, we may offer a refund or credit compensation

3.3 Payment Errors

If you believe you have been charged incorrectly or charged multiple times for the same purchase, contact us immediately at billing@helixai.academy. We will investigate and process refunds for any erroneous charges within 14 days.

4. Non-Refundable Situations

Refunds will not be provided in the following situations:

• Credits fully consumed within the 14-day withdrawal period
• Violation of our Terms of Service or Acceptable Use Policy
• Account suspended or terminated due to misuse
• Change of mind after the 14-day withdrawal period has expired
• Credits purchased on sale or with promotional discounts (subject to withdrawal right)

5. Refund Processing

5.1 Processing Time

Approved refunds are processed according to the following timeline:

• Review: We review refund requests within 2-3 business days
• Approval: Once approved, refunds are initiated within 14 days
• Payment: Refunds appear in your account within 5-10 business days, depending on your payment provider

5.2 Refund Method

Refunds are issued to the original payment method:

• Visa/Mastercard refunds appear on your card statement within 5-10 business days
• The refund will be credited to the original card used for payment

5.3 Refund Confirmation

You will receive an email confirmation when:

• We receive your refund request
• Your refund is approved or denied
• The refund has been processed

6. Account Closure Refunds

If you close your account:

• Unused credits purchased within the last 14 days are eligible for refund
• Credits purchased more than 14 days ago are non-refundable
• You may request a refund by contacting support@helixai.academy before account closure
• Once your account is closed, you cannot access or use remaining credits

7. Tax Treatment of Refunds

When refunds are issued, they include the full amount paid on the original purchase. If you have questions about tax treatment of refunds, consult your tax advisor.

8. Chargebacks and Disputes

We encourage you to contact us directly before initiating a chargeback with your payment provider. Most issues can be resolved quickly through direct communication.

If you initiate a chargeback, your account may be suspended pending investigation. Fraudulent chargebacks may result in account termination.

9. Model Withdrawal Form

You may use this template to exercise your right of withdrawal:

10. Dispute Resolution

If you are not satisfied with our handling of your refund request, you may:

• Contact our customer service manager at support@helixai.academy for escalation
• File a complaint with your local consumer protection authority
• Use the European Commission's Online Dispute Resolution platform at consumer-redress.ec.europa.eu
• Contact your local consumer advice center

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated revision date. Material changes will be communicated by email.