Refund Policy

Helix One PC is a digital Windows software product delivered by electronic license key. This policy explains when a refund may be available, how to request one and what information may be reviewed.

1. Digital product and electronic delivery

After successful payment, the purchased license is generated and delivered electronically to the purchase email and may also be displayed on the payment-completion page. Customers may already have the Free Edition installed, so a new installer download is not required for paid delivery. Entering and successfully activating the purchased key unlocks the licensed features.

2. Refund request period

Refund requests should be submitted within 15 days of the original purchase date. Sending a request within this period does not automatically guarantee approval; eligibility depends on the circumstances described below and any mandatory consumer rights that apply.

3. Situations that may qualify

A refund may be considered when a duplicate payment was made, the wrong plan was purchased and reported promptly, a valid license cannot be activated because of a confirmed product-side issue, or a material software defect prevents normal use and cannot be resolved after reasonable troubleshooting.

4. Situations normally not eligible

A refund is normally not available where the license was successfully activated and substantially used, the request is based only on a change of mind after activation, the device does not meet published requirements, the issue is caused by damaged hardware, malware, unsupported Windows modifications or third-party software, the license key was shared or resold, activation limits were intentionally bypassed, or the request was submitted after the stated period without a legal exception.

5. Technical support before a decision

For installation, activation or compatibility issues, we may ask you to complete reasonable troubleshooting steps. This may include confirming the purchase email, license key, Windows version, error message and relevant application logs. We do not need access to personal documents, photos or unrelated private files to review a normal refund request.

6. Delivery and activation evidence

To verify fulfilment, we may review the order record, payment reference, license generation, delivery-email status, device limit, activation timestamp, machine identifier, IP address, software version and later verification activity. Successful activation is the primary evidence that paid access was delivered and used. Download records are supporting evidence only because the Free Edition may have been installed before purchase.

7. Partial or prorated refunds

Where permitted by law and appropriate to the circumstances, we may offer a partial or prorated refund instead of a full refund, particularly when part of a multi-PC license has already been activated or a substantial portion of the license term has been used.

8. How to request a refund

Email support@helixonepc.com using the purchase email. Include your full name, order or transaction ID, license key if available, purchase date, reason for the request and any relevant error details. Do not publish your license key in public forums or reviews.

9. Processing

Approved refunds are returned through the original payment method where possible. After we issue a refund, the payment provider or card issuer controls when the funds appear. The associated license may be cancelled or reduced to reflect the refunded amount.

10. Chargebacks and payment disputes

Please contact support before opening a chargeback so we can review the order and attempt to resolve the matter. If a payment dispute is opened, we may provide the payment processor with relevant transaction, license-delivery, activation and support records. Licenses connected to reversed or disputed payments may be suspended while the matter is reviewed.

11. Consumer rights

This policy does not exclude or restrict statutory rights that cannot be waived under applicable consumer law. Where local law provides stronger rights, those rights will apply.

12. Contact

Refund and billing questions: support@helixonepc.com.

Related policies: Privacy Policy · Refund Policy · EULA · Contact Support