Withdrawal and Refund Policy

3.1. Scope

This Policy governs only amounts paid to Helply BG. It does not govern payments between a Client and an independent Provider.

3.2. Payments between a Client and a Provider

When the Client pays the Provider directly, Helply BG is not the recipient of the amount. Requests for its return are settled directly between the parties. This does not limit the Client's statutory rights against the Provider.

3.3. Consumer right of withdrawal

Where a person acquires a paid service from Helply BG as a consumer and the law grants a right of withdrawal, the statutory period applies. As a rule, for a distance contract this period is 14 days, unless a statutory exception applies.

3.4. Online withdrawal function

Where the right of withdrawal applies to a contract concluded through the Helply BG online interface, during the applicable period Helply BG provides a visible and easily accessible function, for example “Withdraw from the contract here”.

After the statement is sent, Helply BG provides a confirmation on a durable medium.

3.5. Digital service

Where the User asks for the digital service to begin immediately, before the withdrawal period expires, Helply BG may request a separate express confirmation where the law requires it.

Example: “I want the provision of the digital service to begin immediately and I understand the consequences for my right of withdrawal.”

The right of withdrawal is lost or limited only when the statutory conditions for this are met.

3.6. Business users

A Provider buying a paid feature for their professional or business activity does not, as a rule, act as a consumer for the purposes of the consumer right of withdrawal. The contractual refund rules apply to them.

3.7. Technical problem

Where the payment succeeded but the paid feature was not provided because of an error by Helply BG, we may restore the HT, provide the feature again or refund the respective amount.

3.8. Duplicate payment

An obviously duplicated payment for the same purchase is corrected after verification.

3.9. Invalid request

If the paid action relates to a Request that, after verification, turns out to have been technically generated by mistake, fictitious, fraudulent or duplicated through an error by Helply BG, Helply BG may restore the HT used or the paid feature.

3.10. No reply

The absence of a reply from the Client does not in itself prove that the Request is fake. Helply BG may examine the system logs, the Request's history, activity, contact attempts and other relevant data.

3.11. When there is usually no contractual refund

Unless the law requires otherwise, there is no automatic right to a refund merely because:

• the Client chose another Provider;
• the parties did not reach an agreement;
• the price was not accepted;
• the Client changed their mind;
• paid advertising did not lead to a deal;
• the Provider did not win the order;
• the feature used was provided as described.

3.12. Promotional HT

Free or bonus HT are not refundable in money.

3.13. Refund request

Requests are submitted through the respective feature or to support@helplybg.com. Where applicable, state the account, transaction ID, request ID, date and grounds.

3.14. Processing

Helply BG reviews requests without undue delay. When a refund is approved, the payment is as a rule returned through the same payment method, unless the law or express consent allows otherwise.

3.15. App Store and Google Play

For a purchase made through the App Store or Google Play, the procedures of the respective platform may apply.

3.16. Statutory rights

Nothing in this Policy overrides a consumer's mandatory rights.