Digital Services Refund and Cancellation Policy

1. Scope

This policy applies to purchases from HBTutorial involving HBTutorial SmartDID software, downloadable files, licenses, portal or server access, installation, configuration, provisioning, customization, consulting, troubleshooting, migration, security work, maintenance, subscriptions, hosting, support plans, scripts, templates, and documentation.

2. General rule for digital products and services

Digital purchases and technical services are generally final and non-refundable after any delivery or performance trigger occurs. This rule reflects that digital files, credentials, access, configuration, and performed labor cannot practically be returned after use or disclosure.

• A file, source package, script, license, credential, configuration, document, or download link is delivered.
• Portal, server, repository, API, hosting, subscription, or account access is activated.
• Provisioning, installation, configuration, consulting, development, migration, troubleshooting, or support begins.
• A scheduled support session is attended or consumed.
• A project milestone or deliverable is approved.
• A non-recoverable third-party cost is incurred.
• The service is made available, even when the customer later chooses not to use it.

3. Customer acknowledgement

By paying an invoice, approving a quotation, subscribing, or authorizing work, the customer confirms that the scope, compatibility requirements, exclusions, and responsibilities were reviewed; requests immediate delivery or performance; and understands that the transaction becomes non-refundable after delivery or work begins, except where applicable law requires otherwise.

4. Circumstances eligible for review

HBTutorial will review a refund, repair, replacement, account credit, reconfiguration, or other remedy when:

• the customer was charged more than once for the same transaction;
• HBTutorial cannot materially deliver the purchased product or begin the purchased service;
• the delivered product or service materially differs from the written invoice or agreed scope;
• a confirmed material defect prevents normal use and cannot be corrected within a reasonable time;
• a refund or remedy is required by applicable law; or
• HBTutorial approves a discretionary resolution in writing.

Where a problem can reasonably be corrected, repair, reinstallation, replacement, reconfiguration, or additional support may be offered before a cash refund.

5. Non-refundable items

• Downloaded or delivered software, source code, scripts, templates, configuration, documentation, license keys, credentials, or enrollment secrets.
• Completed or partially completed installation, development, configuration, migration, consultation, troubleshooting, or support time.
• Emergency, after-hours, or reserved professional-service time.
• Consumed subscription periods, hosting periods, support hours, and completed milestones.
• Domain, SSL, cloud, carrier, SIP, DID, API, hosting, payment-processing, currency-conversion, bank, or other third-party fees.
• Problems caused by customer infrastructure, unsupported modifications, unavailable access, firewall or DNS errors, carrier outages, incompatible systems, or inaccurate information.
• Suspension caused by non-payment, abuse, unlawful use, policy violations, or security risk.

6. Subscriptions and recurring services

Cancellation stops future renewals when received before the next billing date. The current billing period is generally non-refundable and not prorated. Access may continue through the paid period unless the service is suspended for non-payment, abuse, security, or breach. Customers should submit cancellation at least 3 business days before renewal.

7. Cancellation before work begins

A cancellation may be approved before any file, credential, access, provisioning, third-party expense, reserved session, or project work has been provided. An approved refund may be reduced by non-recoverable payment fees, third-party charges, planning time, consultation, preparation, or administrative work already performed.

8. Customer responsibilities

The customer must provide accurate information, authorized access, compatible infrastructure, valid carrier and network configuration, lawful authority over systems and data, timely approvals, and current backups. A refund is not due for delays or failures caused by missing access, unsupported environments, undisclosed requirements, third parties, or failure to follow instructions.

9. Delivery and performance evidence

HBTutorial may retain invoices, transaction identifiers, customer acceptance, emails, download records, generated-file checksums, access logs, IP records, installation logs, server events, provisioning records, synchronization records, support messages, screenshots, and completion acknowledgements to demonstrate delivery and performance.

10. Payment disputes and chargebacks

Customers should contact HBTutorial before opening a dispute and provide a reasonable opportunity to investigate and correct the issue. A payment provider or card issuer independently applies its own rules. This policy does not prevent a customer from exercising valid payment-provider or statutory rights, and it does not guarantee seller protection.

11. Request procedure

Submit the customer name, invoice number, transaction ID, payment date, problem description, screenshots or logs, troubleshooting completed, and requested resolution to support@hbtutorial.com, preferably within 7 calendar days after discovering the issue. This requested review period does not shorten a longer period required by law or a payment provider.

12. Non-waivable rights

Nothing in this policy excludes or limits a statutory warranty, refund, repair, replacement, privacy right, payment-provider right, or consumer remedy that cannot legally be excluded.