Billing & Refund Policy

1. Custom pricing

eHELP GLOBAL primarily provides customised B2B services. Prices shown in a proposal, quotation, invoice, service schedule or written agreement are based on the scope, expected volume, skills, coverage hours, staffing, technology and other assumptions described for that engagement.

2. Billing models

Depending on the service, billing may be structured as:

fixed-price projects or milestones;
hourly or time-based professional services;
monthly retainers or managed-service fees;
dedicated, shared or capacity-based resource arrangements;
hosting or infrastructure subscriptions; or
third-party products, licences, usage charges or pass-through expenses.

The applicable billing cycle, due date and currency will be stated in the relevant commercial document.

3. Deposits and advance payments

A deposit, advance payment or prepaid service period may be required before work starts or resources are reserved. Once work has begun or capacity has been committed, the amount attributable to completed work, onboarding, setup, reserved resources and non-recoverable costs may not be refundable.

4. Cancellation and changes

Cancellation rights and notice periods depend on the service agreement. A client wishing to cancel or materially reduce a service should notify us in writing as early as possible.

Where staff, infrastructure, licences or other capacity have been committed for a notice period or fixed term, charges may continue for the agreed commitment period even if the client stops using the service earlier.

5. Refund eligibility

Refunds are assessed according to the applicable written agreement and the circumstances of the transaction. In general:

amounts relating to work already performed are not refundable;
setup, onboarding, discovery and implementation work already completed is not refundable;
fees for resources or capacity already reserved may not be refundable;
unused future service periods may be refundable, creditable or non-refundable depending on the agreed notice period and commercial terms;
duplicate or demonstrably incorrect payments will be corrected after verification; and
where eHELP GLOBAL agrees to a refund, it will normally be returned to the original payment method where reasonably possible.

No statement on this page creates a right to a refund where the applicable proposal, invoice or service agreement provides different terms.

6. Third-party and non-recoverable costs

Third-party licences, advertising spend, domains, hosting, cloud usage, software subscriptions, payment-processing charges, equipment, supplier purchases and similar external costs may be non-refundable once ordered, activated, consumed or charged by the third-party provider.

Taxes, bank fees, foreign-exchange differences and payment-provider charges are handled according to the invoice, applicable law and the policies of the relevant provider.

7. Late or failed payments

Late, failed or reversed payments may delay work, suspend service, affect reserved resources or require recovery of additional third-party charges. Any late-fee arrangement will be stated in the applicable agreement or invoice.

8. Billing questions and disputes

If you believe an invoice or payment is incorrect, contact us promptly at info@ehelpglobal.com with the invoice number, payment reference and details of the issue. We will review the matter against the agreed scope and billing records.

9. Relationship to individual agreements

This policy provides general guidance. A signed agreement, accepted proposal, quotation, order form, invoice terms or other written commercial arrangement may contain service-specific payment, cancellation and refund provisions. Those specific provisions will take precedence for that engagement.