1. Standard Digital Products
Because a standard digital product cannot be physically returned, sales are generally final after access is granted or delivery is completed. We will review requests involving confirmed non-delivery, a verified technical access problem that we cannot resolve, a duplicate payment, or a billing error. Mandatory rights under applicable law remain unaffected.
2. Customized Digital Products
Customized products are generally non-refundable after customization has started or any tailored deliverable has been provided. If work has not begun, any refund or cancellation will be determined by the order terms, committed third-party costs, and applicable law. If HKH LLC cannot provide the agreed custom deliverable, we will discuss correction, replacement, partial refund, or another appropriate resolution.
3. Consultations
Consultation refund and rescheduling terms are disclosed when the appointment is booked. Completed sessions are not refundable. If HKH LLC cancels and cannot provide a reasonable alternative time, the amount paid for that session will be refunded. Customer no-shows or late cancellation requests are handled according to the confirmed booking terms and applicable law.
4. Website Projects and Custom Services
Refunds for website design, development, product development, and other custom services are governed by the signed proposal or service agreement. Earned fees, completed work, approved milestones, and non-refundable third-party costs are not refundable unless the agreement or applicable law requires otherwise. Any unearned prepaid amount is handled according to the agreement.
5. Recurring Subscriptions
Canceling a recurring subscription stops future renewals after cancellation is confirmed. Charges already processed are generally non-refundable, and service may continue through the end of the paid period if the selected plan allows. A verified duplicate or billing error will be corrected. See the Cancellation Policy.
6. Duplicate or Unauthorized Payments
If you see a duplicate charge or a payment you do not recognize, contact billing support promptly. Include the billing email, charge date, amount, and invoice or transaction reference if available. We will review the records and explain or correct any confirmed error. You may also contact your card issuer when appropriate; contacting us first can often resolve an issue more quickly.
7. Non-Delivery or Technical Access Problems
Before requesting a refund for non-delivery, check spam and promotions folders, confirm the email used for the order, and follow any access instructions. If the product still has not arrived or a confirmed technical problem prevents access, email support with the order reference. We will attempt redelivery, restore access, provide a working alternative, or issue an appropriate refund when the problem cannot be resolved.
8. How to Request Review
Email support@hkhofficial.com from the address used for the purchase. Include the product or service, order or invoice reference, purchase date, and a short explanation. For Anubis-specific product support, you may also email support@anubisfact.com; HKH LLC remains the legal operator. We aim to respond within two business days.
9. Related Policies
Review our Terms of Service, Digital Delivery Policy, Cancellation Policy, and Privacy Policy.