Refund and Chargeback Policy

Effective Date: October 24, 2025

1. Purpose of This Policy

This Refund and Chargeback Policy explains under which circumstances a client may request a refund for services purchased through Hylixa.com, operated by VELETIS LTD. Our work involves the delivery of customised written and marketing materials that are created individually for each client. Because every order requires human expertise, time, and creative effort, refunds are limited to specific cases described below.

2. Nature of Services

Hylixa provides bespoke services, including copywriting, editorial content, SEO-driven texts, and creative marketing materials. Once a project has started, substantial intellectual labour is invested into researching, drafting, and structuring the requested deliverables. For this reason, our services are considered custom work and are generally non-refundable once commenced, except in the limited circumstances outlined below.

3. Eligibility for a Refund

A refund may be considered if:

  • The service has not been initiated (i.e., no drafts or project research have begun) and the request to cancel is received within 24 hours of payment;
  • The final deliverables were not supplied within the agreed timeframe and no revised deadline was communicated or approved;
  • A confirmed technical or administrative error occurred — for example, a duplicate payment.

All refund requests must be submitted in writing to [email protected] within 7 calendar days of the relevant event.

Once a request is received, the case will be reviewed by our support and project management teams within 5–10 business days.

4. Exclusions (Non-Refundable Situations)

Refunds will not be issued in the following situations:

  • Work has commenced based on the client’s brief, regardless of completion status;
  • Dissatisfaction with subjective elements such as writing style, tone, or creative direction;
  • Delays resulting from incomplete or unclear instructions provided by the client;
  • The client fails to respond, approve drafts, or supply necessary input within a reasonable timeframe;
  • The service was delivered substantially in accordance with the confirmed project scope.

Partial refunds may be granted only at the sole discretion of Hylixa Management if exceptional circumstances apply.

5. Revisions and Remedies

To ensure satisfaction, clients are entitled to one or more revision rounds (as defined in their order or quotation). If the client is dissatisfied, Hylixa will prioritise revising the content within the originally agreed scope before considering any refund request.

6. Chargeback Handling

If you believe an error has occurred with your payment, we strongly encourage you to contact Hylixa Support first. Initiating a chargeback without prior communication can delay resolution and may lead to temporary suspension of your account or ongoing projects.

In the event of a chargeback, Hylixa will:

  • Provide the payment processor with documentation of order confirmation, correspondence, and delivered drafts;
  • Contest any unwarranted or fraudulent claims with supporting evidence;
  • Retain the right to suspend services until the dispute is resolved.

7. Processing of Approved Refunds

Approved refunds are issued using the same payment method used for the original transaction, unless otherwise agreed. Processing times may vary depending on your bank or payment provider, typically ranging between 5 and 10 business days after approval.

8. Governing Law

This policy is governed by the laws of England and Wales and shall be interpreted in line with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, where applicable. These regulations ensure that clients receive professional services that are delivered with reasonable care and skill. If a service fails to meet this standard, appropriate corrective action — including revisions or partial reimbursement — will be provided.

9. Contact Information

For all refund or chargeback enquiries, please contact:
📩 [email protected]
VELETIS LTD
124 City Road, London, United Kingdom, EC1V 2NX