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Refund Policy

Last updated: 13 May 2025
 

At HelpHive, we strive to ensure our customers receive valuable and reliable support with every service booking. However, we understand that there may be situations where changes or cancellations are necessary. This policy explains our terms for refunds and cancellations.

Cancellations & Refunds

1. Cancellation by Customer

  • You may cancel a booking up to 24 hours before your scheduled appointment to receive a full refund.

  • Cancellations made less than 24 hours before the appointment may be non-refundable, except in cases of emergencies or special circumstances (evaluated on a case-by-case basis).

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2. No-shows

  • If you fail to attend a booked session without notice, no refund will be issued.

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3. Cancellation by HelpHive

  • If we must cancel or reschedule a service for any reason, you will be offered the choice of a full refund or the option to reschedule at no additional cost.

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4. Technical Issues (for remote sessions)

  • If your remote session experiences technical failures (e.g., due to connection issues on our side), and we are unable to provide the service, you may be eligible for a reschedule or refund.

  • If the issue is on the customer's side (e.g., internet issues), we’ll do our best to assist but reserve the right to decline a refund if the session was attempted.

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5. Service Cancellation by HelpHive

  • In the rare event that we must cancel a scheduled appointment (e.g. due to illness or unforeseen circumstances affecting our team), you will be informed as soon as possible. You will have the option to reschedule at no extra cost, or receive a full refund for the affected session.

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6. Customer Equipment & Environment Limitations

  • Refunds are not issued due to installation limitations (e.g., if customer’s equipment or walls are unsuitable for setup), unless agreed otherwise.

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How to Request a Refund

Please email us at [your support email] with the subject “Refund Request” and include your name, appointment date, and reason for the request. We aim to process eligible refunds within 7 business days.

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Legal Compliance

This policy complies with Finnish consumer protection laws. In accordance with EU law, customers booking services online have the right to cancel digital service agreements within 14 days, unless the service has already been provided or begun with their consent.

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