RETURNS, SERVICE CANCELLATION AND REFUND POLICY

1. Scope

This policy applies to physical products, digital products and services purchased directly on the Hallovis website.

Hallovis always respects the rights granted to customers by applicable law.

2. Returns and exchanges

Physical products

You may request an exchange or return within 07 days of receiving the goods, provided the product is unused, in its original condition, complete with packaging and accessories, and accompanied by proof of purchase.

If a product arrives incorrect, incomplete, damaged or faulty, please notify Hallovis within 48 hours of delivery and include photos or video so we can prioritise the case.

Where the fault lies with Hallovis or with a carrier appointed by Hallovis, Hallovis bears the reasonable cost of the return or exchange.

Made-to-order and personalised products cannot be returned because of a change of mind, except where the product does not match its description, is faulty, or the law provides otherwise.

Please contact Hallovis and wait for confirmation before sending anything back. The return address is provided in the confirmation email.

Digital products

Digital products, downloadable files, documents, plans, reports, tokens, access codes, accounts, data and electronic content that have been successfully delivered cannot be returned or refunded because of a change of mind.

Hallovis will consider a refund on a digital product only in the following cases:

• The payment transaction failed.

• The payment was recorded twice.

• The system recorded the payment status incorrectly.

• The two parties have a separate written agreement, by email, quotation or contract.

If Hallovis delivers the wrong product, the wrong version, or content that does not match what was agreed, Hallovis will redeliver or put it right within the scope confirmed.

3. Cancelling a service

Once payment is confirmed, the Hallovis system records the order and assigns it to a member of the team. A service is treated as having started once Hallovis has assigned staff, reviewed the brief, data, resources or access rights, drawn up a plan, or carried out any part of the work within the agreed scope.

You may request cancellation before Hallovis begins work. Any refund is considered only on the basis of the payment terms, the terms already confirmed, the costs actually incurred, and the agreement between the two parties. Outside these cases, Hallovis does not issue refunds.

For services delivered on a deposit basis, Hallovis begins work after receiving a deposit of 50% of the service value, or another deposit level stated in the quotation, on the product page, or in the agreement between the two parties.

Once Hallovis has received the deposit and started work, that deposit is used to assign staff, plan, prepare resources and carry out the work within the confirmed scope. If you cancel after this point, the deposit is normally non-refundable, depending on how far the work has progressed and on the terms both parties confirmed.

If you have paid in full and ask to stop the service after work has begun, any refund is assessed on the portion of work not yet carried out, after deducting the value of work completed, the resources committed, and the reasonable costs already incurred.

4. Payment, handover and revisions

For services paid in stages of 50% deposit and 50% on completion, Hallovis hands over files, documents, source code, data, designs, accounts or final deliverables only once 100% of the agreed payment has been made.

During the work, Hallovis may share previews, drafts or content so you can confirm progress. These are not treated as final delivery while payment remains outstanding.

Hallovis includes up to 03 rounds of revision so the product or service matches the brief, the scope of work and the requirements confirmed.

New requests, a change of direction, added functionality or content outside the original scope do not count as revisions within that allowance, and may require additional time, cost or a separate quotation.

Some services carry their own warranty, support or maintenance terms. Where they do, the period and scope are set out on the product page, in the quotation, in the contract, or in the agreement between Hallovis and the customer.

5. Changes to scope and schedule

Requests that fall outside the confirmed scope of work may change the cost, the delivery time and the handover date.

Hallovis will set out what has come up and will proceed only once both parties confirm.

If you are late in providing the brief, content, data, resources, access rights, feedback or approvals required, the delivery and handover dates move accordingly.

The Hallovis system may email you to request the information or feedback still outstanding. You can also email contact@hallovis.com for a progress update.

6. Where Hallovis is unable to deliver

If Hallovis cannot supply a product or complete part of a service for reasons within its own responsibility, you may be offered one of the following:

• Correcting or redoing the part of the work at issue.

• Substituting an equivalent product or solution, if both parties agree.

• A reasonable extension of the delivery schedule.

• A refund of the value of the work not carried out.

Which option applies is determined by the actual state of the order, the work already completed, and the agreement between Hallovis and the customer.

7. Refunds and processing time

Physical products

Where a return or refund request is approved by Hallovis and the product meets the conditions, Hallovis processes the refund within 07 to 10 working days of the request being approved.

Digital products

Digital products are refundable only where there has been a payment error, a duplicate payment, an incorrect system record, or where the two parties have a separate written agreement, by email, quotation or contract.

Services

Any refund is determined by the payment terms, the point of cancellation, the work already carried out, the costs actually incurred, and the agreement between the two parties.

Where a refund is approved, Hallovis processes it within 07 to 10 working days of the request being confirmed.

When the money actually reaches your account depends on your bank, card issuer or payment gateway, and may fall outside the time Hallovis takes to process it.

8. Contact

For anything to do with returns, cancellation, revisions or refunds, please send your order number, your request and any related documents to:

Email: contact@hallovis.com
WhatsApp: +84 906 427 800

Hallovis replies within 01 to 02 working days of receiving the information needed.