Refund Policy

This policy covers services purchased directly from HelloZEE, including software development, websites, mobile applications, cloud and DevOps work, and any maintenance or support specified in your quotation or service agreement. It also applies to payments made against our invoices through a client account or PayHere, where available.

Our services are delivered digitally. Physical returns, return shipping, and exchanges of goods do not apply. Please read this policy together with our Terms & Conditions and the scope agreed for your project.

You may request cancellation by emailing us. If work has not started and we have not incurred costs you approved, we will refund the payment for the cancelled service in full.

If work has started, we will calculate the unused balance after deducting the value of work already performed and any nonrecoverable third-party costs disclosed and approved before they were incurred. We will provide a breakdown. A deposit is assessed against actual work and approved costs; it is not automatically forfeited simply because it is called a deposit.

If we cannot provide a paid service, we will refund the amount paid for the undelivered portion. If a deliverable does not match the agreed scope, send us a description of the issue so we can arrange a correction or agree an appropriate refund for the affected work.

Completed work that matches the agreed scope is generally not refundable because you change your mind or no longer need it. This does not remove any remedy available for defective or misdescribed services under applicable law. Verified duplicate payments and overpayments will be refunded to the extent of the excess payment.

For maintenance, support, hosting, or other ongoing services, the service period and any cancellation notice are stated in your accepted quotation or agreement. Request cancellation before the next renewal. If no notice period has been agreed, notify us before the next service period starts to stop future renewals. Amounts for service already provided remain payable; unused prepaid work is reviewed using the rules above.

Domain registrations, licences, hosting purchases, and similar third-party items may be nonrecoverable once purchased. We only deduct these costs when you approved them in advance and the supplier will not refund them. We pass on any recovered amount relating to your cancelled service.

Email hello@hellozee.com with the subject “Refund request” and include:

• Your name and the email associated with the project or account.
• The invoice or order reference, payment date, and amount.
• The reason for your request and any relevant supporting details.

Please contact us as soon as you notice an issue. Do not send your full card number, CVV, password, or one-time verification code. We may ask for information needed to verify the payment and the person requesting the refund.

We aim to review a request within 7 business days after receiving the information needed to assess it. We will email our decision and any calculation, or explain if more time is needed. Once approved, we aim to initiate the refund within 7 business days. Business days exclude weekends and Sri Lankan public holidays.

Where supported, refunds go back to the original payment method. If a partial refund or a payment method cannot be refunded through PayHere, we will agree a verified alternative, such as a bank transfer to the payer. We do not charge a separate fee for handling a refund.

Initiating a refund does not mean it will appear immediately. PayHere advises that delayed card refunds can take 5–10 days after processing, and sometimes longer depending on the bank and payment process. See PayHere’s refund process. Contact us if an expected refund has not arrived so we can help trace it.

Nothing in this policy limits rights or remedies that cannot be excluded under applicable law, or your right to raise a payment dispute with your payment provider. Updates will be dated on this page and will not retrospectively reduce refund rights for an existing purchase.