Refund Policy

Last Updated: June 10, 2024

At HALIFAX, we strive to ensure that you are completely satisfied with our online ads automation platform and related services. This Refund Policy outlines the terms and conditions regarding refunds for our products and services.

Please read this policy carefully before making a purchase. By purchasing our products or services, you agree to the terms of this Refund Policy.

1. Software Products and Digital Services

1.1 Standard Refund Period

We offer a 30-day money-back guarantee for most of our software products and digital services. If you are not satisfied with your purchase, you may request a refund within 30 days from the date of purchase, subject to the conditions and exceptions outlined in this policy.

1.2 Eligibility for Refunds

To be eligible for a refund, you must meet the following criteria:

The refund request must be submitted within the 30-day period from the date of purchase
You must provide a valid reason for your dissatisfaction with the product or service
Your account must be in good standing with no violations of our Terms and Conditions
You must not have received a refund for a previous purchase of the same product or service

1.3 How to Request a Refund

To request a refund, please follow these steps:

Contact our Customer Support team at support@halifax.co.uk or call +44 768 789 2777
Include your order number, the email address used for the purchase, and the reason for your refund request
Our team will review your request and respond within 3-5 business days
If your refund is approved, it will be processed within 10 business days

2. Subscription-Based Services

2.1 Monthly Subscriptions

For monthly subscription plans, we offer a pro-rated refund if you cancel within the first 14 days of your initial subscription. After this period, you can cancel your subscription at any time, but refunds will not be provided for the current billing cycle. Your subscription will remain active until the end of the current billing period.

2.2 Annual Subscriptions

For annual subscription plans, we offer a full refund if you cancel within the first 30 days of your initial subscription. After this period, you can cancel your subscription at any time, and we will provide a pro-rated refund for the unused portion of your subscription, minus a 20% administrative fee.

2.3 Subscription Cancellation

To cancel your subscription:

Log in to your account on our website
Go to 'Account Settings' > 'Subscriptions'
Click on 'Cancel Subscription' and follow the prompts
Alternatively, contact our Customer Support team for assistance

3. Professional Services and Custom Solutions

3.1 Consultation Services

For consultation services, we offer a full refund if you cancel at least 48 hours before the scheduled session. If you cancel within 48 hours of the scheduled session, a 50% cancellation fee will apply. No refunds will be issued for missed sessions or cancellations after the session has started.

3.2 Custom Development and Implementation

For custom development and implementation services:

If you cancel before work has begun, we will refund 90% of the total payment (10% is retained as an administrative fee)
If you cancel after work has begun but before completion, we will provide a partial refund based on the percentage of work completed
No refunds will be issued after the work has been completed and delivered

3.3 Training and Onboarding

For training and onboarding services:

Full refund if cancelled at least 7 days before the scheduled training
50% refund if cancelled between 2-7 days before the scheduled training
No refund if cancelled less than 48 hours before the scheduled training

4. Refund Processing

4.1 Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

Credit/Debit Card payments will be refunded to the same card
Bank Transfer payments will be refunded to the originating bank account
PayPal payments will be refunded to the same PayPal account

4.2 Processing Time

Once approved, refunds are typically processed within 7-10 business days. However, the time it takes for the refund to appear in your account depends on your payment provider or bank and may take an additional 3-10 business days.

4.3 Refund Currency

All refunds will be issued in the same currency as the original payment. We are not responsible for any fluctuations in exchange rates that may affect the amount you receive in your local currency.

5. Non-Refundable Items

The following items and services are non-refundable:

Purchases made using promotional or discount codes greater than 40% off
Add-on features or services purchased separately from the main subscription
Data migration services that have already been performed
Custom integrations that have been completed according to specifications
Third-party services or products that we resell
Any services where this is clearly stated at the time of purchase

6. Special Circumstances

6.1 Technical Issues

If you experience technical issues with our products or services that significantly impair their functionality, please contact our technical support team first at techsupport@halifax.co.uk. We will make every reasonable effort to resolve the issues before considering a refund.

If our technical support team is unable to resolve the issues within a reasonable timeframe, you may be eligible for a full or partial refund, even outside the standard refund period, at our discretion.

6.2 Service Unavailability

In the event of extended service unavailability (more than 24 hours of continuous downtime) not caused by scheduled maintenance, you may be eligible for a pro-rated refund for the affected period or service credits, at our discretion.

6.3 Exceptional Circumstances

We understand that exceptional circumstances may arise. If you need to request a refund outside the terms of this policy due to extraordinary circumstances, please contact our Customer Support team. Such requests will be reviewed on a case-by-case basis, and any decision to issue a refund will be at our sole discretion.

7. Comparison of Refund Terms by Product

Product/Service	Refund Period	Conditions
Campaign Manager Pro	30 days	Full refund within 30 days of purchase
Analytics Suite	30 days	Full refund within 30 days of purchase
AdCreator Studio	30 days	Full refund within 30 days of purchase
Audience Targeting System	30 days	Full refund within 30 days of purchase
Conversion Optimizer	30 days	Full refund within 30 days of purchase
Monthly Subscriptions	14 days	Pro-rated refund if cancelled within first 14 days
Annual Subscriptions	30 days for full refund; anytime for pro-rated refund	Full refund within 30 days; pro-rated refund minus 20% fee afterward
Custom Development	Varies	Based on project completion status

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any such changes constitutes your acceptance of the new Refund Policy.

We encourage you to review this policy periodically for any changes. The 'Last Updated' date at the top of this page indicates when this policy was last revised.

9. Contact Us

If you have any questions or concerns about our Refund Policy, please contact our Customer Support team:

HALIFAX Ltd.
68 Lindsay Motorway East Heatherfort
M34 2JG
United Kingdom

Email: support@halifax.co.uk
Phone: +44 768 789 2777

Customer Satisfaction Guarantee

At HALIFAX, we stand behind our products and services. If you're not completely satisfied with your purchase, please let us know. We are committed to working with you to resolve any issues and ensure your satisfaction with our products and services.