These public terms provide HaxLink’s standard framework. A signed master agreement, Order, statement of work, data processing agreement, or mandatory law prevails where it expressly differs.
1. Business-service scope
HaxLink provides configured business infrastructure, often supported by third-party capacity commitments. This Policy explains our standard approach to cancellations, refunds, billing corrections, and service credits. An Order may state different or more specific terms and will control.
Purchases are not subject to a general trial or cooling-off period unless an Order or mandatory law expressly provides one.
2. Cancellation before provisioning
Customer may request cancellation before provisioning begins. HaxLink will confirm whether the request can be accepted and identify costs already incurred.
If no provisioning work, reserved capacity, licensing, hardware acquisition, partner commitment, payment fee, or professional service has been incurred, HaxLink will ordinarily refund prepaid fees. Otherwise, the refund will be reduced by reasonable non-recoverable costs and work completed.
3. Generally non-refundable charges
- Usage-based compute, storage, bandwidth, IP address, licensing, API, or metered charges already consumed.
- Setup, architecture, migration, remote hands, engineering, and other professional services already performed.
- Hardware, domain, certificate, software, carrier, data-centre, or partner charges that are non-cancellable or non-refundable.
- Reserved capacity, minimum commitments, early termination charges, and prepaid discounted terms after provisioning begins.
- Taxes, bank charges, foreign-exchange losses, and payment processing charges HaxLink cannot recover.
- Fees during a suspension caused by Customer's breach, abuse, non-payment, or security failure.
4. Duplicate charges and billing errors
HaxLink will correct verified duplicate charges, arithmetic errors, charges for capacity not ordered, and charges continuing after an effective termination date, subject to committed fees and applicable usage.
Notify us within 30 days of the invoice or charge and provide the account, invoice, amount, date, and reason. We may issue a corrected invoice, account credit, or refund to the original payment method.
5. Service issues and SLA credits
Service unavailability does not automatically create a refund. SLA-eligible Services may qualify for the credits stated in the Service Level Agreement and Order. Those credits are calculated against the affected recurring fee and normally applied to a future invoice.
Where HaxLink materially fails to deliver a paid Service and cannot cure or provide a reasonable alternative, HaxLink may refund prepaid unused recurring fees for the affected Service. Non-cancellable partner commitments remain excluded unless recovered.
6. Renewals and termination
Customer must give any non-renewal notice required by the Order. Missing the notice does not automatically entitle Customer to a refund, particularly where HaxLink has renewed supplier capacity.
Termination for convenience is effective only under the Order. Customer remains responsible for fees through the effective date and for committed charges, usage, and early termination amounts.
7. How to request a refund
Email contact@haxlink.com with the subject “Billing Review”. Include the legal entity, account, Order and invoice numbers, amount, payment date and method, requested outcome, and supporting evidence. Do not send full card numbers, passwords, or private keys.
We aim to acknowledge a complete request within two business days and provide a decision after checking provisioning, usage, partner, and payment records. Complex partner-backed requests may take longer.
8. Approved refunds
Approved refunds are ordinarily returned to the original payment method. HaxLink may use account credit where the original method is unavailable, law permits, and Customer agrees.
HaxLink generally initiates an approved refund within 10 business days. Banks, card networks, and international payment providers may require an additional 5 to 10 business days. Currency conversion differences are not refundable unless caused by HaxLink's billing error.
9. Chargebacks
Contact HaxLink before starting a chargeback so we can investigate and preserve service continuity. A chargeback does not cancel an Order or eliminate valid payment obligations.
HaxLink may suspend affected Services where a charge is reversed and remains unpaid, subject to reasonable notice and the Terms. We may provide the payment provider with the Order, usage, communications, and other evidence reasonably necessary to respond.
10. Mandatory rights
Nothing in this Policy excludes a refund, cancellation right, warranty, or remedy that applicable law does not permit the parties to exclude. If a provision conflicts with mandatory law, it applies only to the maximum lawful extent.
Contact HaxLink Limited
Include your organization, account or Order reference, and enough context for us to route your request.