Effective date: 20 October 2026
Scope
This policy applies to services supplied by Tekhelp (Pvt) Ltd, registration number PV00307724. Contact techies@tekhelp.io. Specific cancellation or refund provisions in your signed agreement take precedence for that engagement.
Advances and client cancellation
Advances, deposits and prepaid service or hour allocations are non-refundable if you decide to cancel, discontinue or leave the agreed allocation unused, whether before work begins or after it has started. Unused services or hours do not create an automatic refund, credit or rollover entitlement unless the agreement provides one.
For completed and delivered work, a change of mind or a decision not to use the deliverables does not create a refund entitlement. If you believe work does not meet the agreed scope, tell us what is wrong so we can assess it and address any valid issue under the agreement.
This cancellation rule does not allow Tekhelp to retain money where a refund is required by law or where the signed agreement provides a remedy for our failure to perform. If Tekhelp cannot deliver the agreed service, we will discuss the undelivered portion and appropriate remedy; we will not treat our own non-performance as your voluntary cancellation.
Amounts still payable
On cancellation, you remain responsible for completed work, properly authorised additional work, committed third-party costs and any other amount due under the agreement. We credit payments already received against the relevant charges so that the same item is not charged twice. Cancellation does not automatically make unperformed future work payable unless the agreement validly provides for it.
Monthly retainers and ongoing services follow the notice period and termination arrangements in the signed agreement. There is no automatic refund for unused capacity in an already-paid service period unless otherwise agreed or required by law.
Third-party purchases
Domains, hosting, licences, messaging usage and similar third-party costs are separately charged unless expressly included. Their cancellation and recoverability depend on the provider’s terms. We will explain any available recovery and credit or return amounts recoverable for you as appropriate. We do not promise a refund of a genuinely non-recoverable, authorised third-party expense.
Duplicate payments, overpayments and errors
A verified duplicate payment or overpayment is reviewed for return of the excess. We will not retain a confirmed excess as non-refundable service revenue. If an amount is uncertain or a dispute/chargeback is already in progress, we reconcile the records before returning funds to avoid duplicate reimbursement.
How to request cancellation or a refund
Email techies@tekhelp.io with your name or business name, invoice number, payment date/reference, and the reason for your request. Do not send card numbers, passwords or verification codes. We may request proportionate information to confirm your authority and the transaction.
We respond within five business days of receiving the request. If more information or investigation is needed, we explain the next steps. After approval, we initiate the refund within ten business days, with any information needed to make the transfer collected promptly. We notify you if a genuine issue prevents processing within that time.
Business days mean Monday to Friday, excluding Sri Lankan public holidays. These are our service timelines, not an extension of any shorter period required by law.
Refund method, fees and currency
Refunds normally go through the original payment method where supported. If the gateway cannot process the relevant refund, including an applicable partial or non-card refund, we arrange a verified alternative with the payer. We do not redirect funds to an unrelated person without appropriate verification.
Initiation is different from the funds appearing in your account. Payment-provider and bank processing may take additional time. We will provide available confirmation or reference details.
A refund is calculated against the amount actually paid and the approved refundable portion. For converted payments, the starting point is the original charge currency and amount, not a new conversion of the original invoice. Your bank may use a different exchange rate when crediting your account, and its own charges may not be returned.
We do not impose an automatic Payment-provider refund-processing deduction. Any proposed deduction must be lawful, supported by the agreement and explained; it cannot duplicate a fee recovered from the provider. Nothing in this policy removes a refund or other remedy that cannot lawfully be excluded.