Refund & Cancellation Policy

This policy applies to services supplied by HelloZEE Private Limited, including development, hosting, maintenance, domain services and subscriptions identified in your accepted quotation, service agreement or invoice. Services are delivered digitally; physical returns and shipping do not apply. Read this policy alongside our Terms & Conditions and Services & Pricing.

If HelloZEE is unable to provide the agreed service for which you have paid, you may request a refund for that undelivered service. If only part of the service cannot be provided, the refund relates to the affected, undelivered portion. We will explain the amount and the basis for our decision in writing.

Tell us about a service that has not been provided or does not match the agreed scope so we can investigate and determine whether we can fulfil the agreement. Nothing in this policy limits rights or remedies that cannot be excluded under applicable law. This policy also applies to discounted annual payments.

We do not refund payments because you change your mind, no longer need the service, decide to manage it yourself or choose to move to another company or provider. A client-requested cancellation does not create a refund entitlement for amounts already paid, except where required by applicable law.

To stop future monthly, quarterly or annual renewals, email us before the next service period starts, or within any cancellation notice period agreed in writing. We will confirm the effective end date. Existing invoices for services supplied and agreed commitments remain payable. Cancelling a service does not include source-code handover; any handover requires a separate mutual agreement and fee, subject to rights already granted in your signed agreement.

Email us using the contact details below with your company or account name, invoice number, payment date and amount, and details of the agreed service we were unable to provide. Include relevant correspondence or evidence. Do not send card numbers, card security codes (CVVs), passwords or one-time codes.

We aim to review complete requests within 7 business days and communicate the outcome. If a refund is approved, we aim to initiate it within a further 7 business days. We will let you know if verification requires more time. Business days exclude weekends and Sri Lankan public holidays.

Bank-transfer refunds are arranged with the verified payer. When OnePay payments are enabled, approved refunds for those transactions will be requested through OnePay and returned to the original payment method, following its refund procedure. We will not substitute cash for an online-payment refund. We do not charge a separate refund-handling fee.

The date we initiate a refund is different from the date your bank credits it. OnePay describes a standard processing period of 3–5 bank working days; bank or provider checks, including reconciliation by the issuing bank, can take longer. This is an estimate, separate from HelloZEE's review and initiation time above. See OnePay's refund process. Contact us with your reference if a confirmed refund has not arrived.

If you suspect a duplicate payment, an incorrect invoice or an unauthorised transaction, contact us promptly so we can investigate and correct any verified error. Your right to contact your bank or payment provider is unaffected.

Policy updates will be dated and will not retrospectively reduce rights under an existing agreement. Please keep your invoice and payment reference so we can identify the relevant service and transaction.

For questions about this policy or your service, contact HelloZEE Private Limited at hello@hellozee.com or +94 77 075 0076.