Refund & Cancellation Policy
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This Refund and Cancellation Policy applies to all services provided by Hillool OÜ (Registry code: 16212483), registered at Pärnu mnt. 139B (3rd floor), 11317 Tallinn, Estonia. By engaging our services, you agree to the terms outlined below.
Because Hillool provides custom, project-based software and IT services, our refund and cancellation terms reflect the bespoke nature of the work undertaken on your behalf.
1. Nature of Our Services
All services provided by Hillool are custom-built to client specifications. As such, work begins only after a written agreement has been reached and any required deposit has been received. The custom nature of our work means that some costs are incurred immediately upon project commencement and cannot be fully recovered.
2. Deposits
- Most projects require an upfront deposit (typically 30–50% of the total agreed fee) before work begins.
- Deposits are non-refundable once work has commenced, as they cover initial planning, design, resource allocation, and early development work.
- If Hillool has not yet commenced work and the client cancels within 5 business days of deposit payment, a full refund of the deposit may be issued at Hillool's discretion.
3. Milestone-Based Payments
Where a project is structured with milestone payments:
- Each milestone payment covers the work completed and delivered up to that point.
- Milestone payments are non-refundable once the corresponding deliverables have been approved or accepted by the Client.
- If a deliverable has been submitted but not yet formally approved, a partial refund may be considered depending on the extent of work completed.
4. Cancellation by the Client
The Client may cancel a project at any time by providing written notice to support@hillool.com. Upon cancellation:
- The Client is liable for payment of all work completed up to the cancellation date.
- Hillool will prepare a final invoice for work done, deducting any deposits or milestone payments already received.
- Any balance owed to Hillool must be settled within 14 days of the final invoice date.
- All completed work and deliverables will be handed over to the Client upon settlement of outstanding invoices.
5. Cancellation by Hillool
Hillool reserves the right to cancel a project if:
- The Client fails to provide required information, materials, or feedback within agreed timeframes, causing significant delays.
- The Client fails to make payment in accordance with the agreed schedule.
- The project requirements change materially from the original agreed scope without mutual agreement on revised terms.
In the event of cancellation by Hillool without cause attributable to the Client, a pro-rated refund of any unused portion of payments received will be issued within 14 business days.
6. Refund Eligibility
Refunds may be considered in the following circumstances:
- Hillool fails to deliver agreed services or deliverables within a reasonable timeframe and the failure is solely due to Hillool.
- A billing or payment error resulted in an overcharge.
- A project was cancelled by the Client before any work commenced.
Refunds are not issued for:
- Change of mind after work has commenced.
- Delays caused by the Client's failure to provide timely feedback or materials.
- Completed and accepted deliverables.
- Third-party services, software licences, or hosting costs incurred on behalf of the Client.
7. How to Request a Refund or Cancellation
To request a refund or cancel a service, please contact us in writing at:
Email: support@hillool.com
Subject line: Refund Request / Project Cancellation – [Your Name / Company]
Please include your project reference, the reason for the request, and any supporting details. We aim to respond within 3 business days.
8. Dispute Resolution
If you are dissatisfied with the outcome of a refund request, please escalate the matter in writing. We are committed to resolving disputes amicably. If no resolution can be reached, the dispute shall be referred to the courts of Tallinn, Estonia in accordance with Estonian law.
9. Changes to This Policy
Hillool reserves the right to update this policy at any time. The current version will always be published on this page with a revised date.
10. Contact
For questions about this policy, please contact:
Hillool OÜ
Pärnu mnt. 139B (3rd floor), 11317 Tallinn, Estonia
Registry code: 16212483
Email: support@hillool.com