[07] Refund Policy
Clarity over confusion.
No hidden terms.
Our Philosophy
At Helix Spark, we build marketing systems that deliver measurable results. Our refund policy reflects our commitment to transparency, performance, and fair business practices.
We believe in compounding value — not collecting fees for unrealized outcomes. This policy outlines the specific circumstances where refunds apply and our process for handling them.
When Refunds Apply
We issue refunds under these specific conditions:
- Service non-delivery: If we fail to initiate contracted services within 14 days of payment and project kickoff
- Material breach: If we materially breach our service agreement and fail to remedy within 30 days of written notice
- Project cancellation: For project-based work cancelled before any deliverables have been created or work initiated
- Duplicate payment: In case of accidental duplicate charges or overpayments
When Refunds Don't Apply
Given the nature of marketing services, refunds are not available for:
- Results-based outcomes: Marketing performance varies by industry, competition, and market conditions
- Completed work: For services already delivered or work performed
- Monthly retainers: After services have been rendered for that billing period
- Setup/onboarding fees: Once onboarding process has begun
- Third-party costs: Ad spend, software subscriptions, or external tool costs
Performance Guarantee
While we don't offer money-back guarantees on results (no ethical marketer does), we offer something better: performance-based continuation. If we don't deliver agreed-upon KPIs after 90 days, you can exit the contract with no further obligation. We succeed when you succeed.
Refund Process
Formal Request
Submit a written refund request to support@helix-spark.com with your account details and reason for request.
Review Period
We review your request within 5 business days, examining service history, deliverables, and contract terms.
Resolution
If approved, refunds are processed within 10 business days to the original payment method. Partial refunds may apply for work already completed.
Questions & Contact
For refund inquiries or clarification:
Last updated: December 2023 • All refund requests subject to terms of service agreement.
Helix Spark reserves the right to update this policy. Continued use of services constitutes acceptance of policy terms.