1. General principle
We price and allocate people, time, infrastructure, and third-party resources based on each confirmed order. For that reason, payments are not automatically refundable because a client changes their mind, changes direction, no longer needs the work, or expected something outside the initial agreement.
We do not provide a refund where a service or deliverable has been supplied according to the initial agreement, accepted proposal, product description, and any approved change requests. This policy does not limit any right that cannot be excluded under applicable law.
2. Custom services and project work
- Before work begins: we may consider a written cancellation request, less payment processing charges, administrative costs, third-party commitments, and any non-refundable reservation fee stated in the agreement.
- After work begins: deposits and milestone payments are non-refundable to the extent they cover discovery, planning, design, development, reserved capacity, completed work, or committed costs.
- After conforming delivery: no refund is due when the work meets the agreed scope, even if the client later changes preference, business plan, personnel, or intended use.
- Client delay or abandonment: payments are not refundable where delivery is prevented or delayed by missing content, credentials, feedback, approvals, or other client responsibilities.
- Out-of-scope expectations: requested features, revisions, integrations, or outcomes not included in the initial agreement do not create a right to a refund.
3. Downloadable and other digital products
Digital products—including source code, scripts, templates, UI kits, documents, plugins, and downloadable tools—are non-refundable after purchase, download, licence-key delivery, account access, or other access to the product. These products have demos, screenshots, documentation, feature descriptions, or previews intended to help customers evaluate them before purchasing.
A change of mind, failure to review the demo or requirements, lack of technical knowledge, unsupported environment, accidental purchase, or expectation of an unlisted feature is not grounds for a refund. Products purchased through Envato or another marketplace are also subject to that marketplace’s binding refund and licence rules.
4. SaaS, subscriptions, hosting, and third-party costs
Subscription and hosting charges already paid are non-refundable for the active billing period unless the applicable plan expressly says otherwise. You may cancel future renewal before the next billing date. Domain names, certificates, cloud resources, payment fees, licences, marketplace charges, messaging credits, and other third-party costs are non-refundable once ordered or committed.
5. Training, consultation, and booked sessions
Training fees, consultation fees, and seat reservations are non-refundable after access to materials has been provided, a programme has started, or a booked session has occurred. Rescheduling may be allowed when requested within the notice period stated at booking, subject to availability.
6. When we may approve a remedy
If we fail to provide a paid deliverable, or a delivered item is materially different from the agreed scope or published description, notify us promptly with the order reference and clear evidence. We will first have a reasonable opportunity to verify and correct the issue, replace the affected item, restore access, or complete delivery. If we cannot provide an appropriate remedy within a reasonable time, we may issue a full or proportionate refund for the affected, undelivered portion.
Duplicate payments and verified unauthorised charges will be reviewed and, where confirmed, reversed to the original payment method where reasonably possible.
7. Requesting a review
Send a written request to info@hopekelltech.com with your name, invoice or order reference, purchase date, the affected item, and supporting evidence. Requests should be submitted within seven days after delivery or discovery of the issue unless your agreement, marketplace rules, or applicable law provides another period.
Submitting a request does not guarantee a refund. Approved refunds are returned through the original payment method where possible; bank and payment-provider processing times are outside our control.