LeadHeed Refund & Cancellation Policy (Hong Kong)
Last Updated On: 8 January 2026
At LeadHeed, we are committed to providing reliable, secure, and high-performing business communication services. While we strive for complete satisfaction with our platform, we understand that certain circumstances may require a refund or cancellation request.
This Refund & Cancellation Policy outlines the terms and conditions under which refunds may be considered, including eligibility criteria, limitations, and the process for requesting a refund. By subscribing to or purchasing any LeadHeed services, you agree to this Policy and acknowledge your responsibility to understand the conditions before making a purchase.
Please read this Policy carefully to understand your rights, obligations, and our procedures related to refunds.
1. General Terms
1.1 If you have questions or concerns after subscribing to LeadHeed, please contact our support team at support@leadheed.com.
1.2 Refunds are considered based on the terms outlined in this Policy and will only be processed if the request is legitimate and aligns with LeadHeed’s Terms of Service and applicable Hong Kong laws and regulations.
2. Refund Eligibility Criteria
Refund requests may be considered only under the following circumstances:
2.1 Service Failures
A material and prolonged service failure attributable to LeadHeed that substantially prevents access to or use of the core services, and which is not resolved within a reasonable time after being reported to support.
2.2 Billing Errors
Incorrect charges resulting from technical errors, duplicate billing, or system malfunctions directly caused by LeadHeed.
Charges made without the account holder’s authorisation, provided the issue is reported promptly and investigated in accordance with LeadHeed’s security and fraud review procedures and applicable Hong Kong regulations.
3. Refund Eligibility
Refunds may be issued under the following conditions:
3.1 Time Limit: The request is made within 14 days of the initial subscription.
3.2 Duplicate Payments: Refunds will be issued if duplicate payments were made unintentionally.
3.3 Charges After Cancellation: Refunds will be issued for any charges applied after an account cancellation request is confirmed, regardless of the billing cycle.
3.4 Third-Party Charges: If a refund is approved, the refund amount may be reduced by any fees charged by third-party payment processors, including payment gateway fees. These fees are non-refundable and are retained by the payment providers.
4. Additional Conditions
4.1 Refunds will only be processed once per account per purchase.
4.2 Refunds will be issued via the original payment method.
4.3 Refunds exclude any promotional credits, trial bonuses, or incentives provided during the trial or sign-up period.
5. Non-Refundable Conditions
Refunds will not be issued under the following circumstances:
5.1 User-Side Technical or Environmental Issues
Including but not limited to:
- Incompatible devices or operating systems
- Internet disruptions or weak network signals
- Firewall, antivirus, or network security interference
- Device resets or insufficient storage
- Failure to follow support instructions
5.2 Cancellation mid-billing cycle after the trial period.
5.3 Failure to provide or verify required identity, compliance, or business documentation as required under Hong Kong regulations.
5.4 Use of the platform for unlawful, fraudulent, abusive, or suspicious activities.
6. Refund Process
6.1 How to Request a Refund
To request a refund, contact our support team through:
- Email: refund@leadheed.com
6.2 Review Timeline
LeadHeed will review refund requests within 7 business days and notify you of the decision.
6.3 Appeal Process
If a refund request is denied, customers may submit a formal appeal within 14 days, along with additional supporting documentation, to refund@leadheed.com.
7. Chargebacks
7.1 If a payment method used for LeadHeed services is subject to a chargeback, LeadHeed reserves the right to suspend or terminate the associated account.
7.2 To restore services, any chargeback amount must be fully cleared.
7.3 The user is responsible for covering any legal, administrative, or dispute-related costs incurred by LeadHeed as a result of chargebacks, to the extent permitted under Hong Kong law.
8. Service Cancellation
8.1 To cancel your subscription and request a refund, submit a written notice within 14 days of the subscription start date to support@leadheed.com.
8.2 No refunds will be issued for prior billing cycles once the trial or subscription period ends.
8.3 New plans or add-ons may be pro-rated based on the remaining days in the current billing cycle, where applicable.
8.4 All stored user data may be permanently deleted after account termination. Users are responsible for backing up any important data prior to cancellation.
9. Policy Updates
9.1 LeadHeed may update this Policy periodically. Any changes will be published on the LeadHeed website or communicated through the Platform.
9.2 Continued use of LeadHeed services after the changes take effect constitutes acceptance of the updated Policy.
10. Contact Us
For questions or concerns regarding this Policy, please contact:
- Email: support@leadheed.com
- Live Chat: Available via the LeadHeed platform
