Refunds & Disputes Policy
Helpal uses a payment review and release flow so funds are not automatically released the moment a request is funded. This is designed to protect both students and experts. It is not a separate third-party escrow account.
How the payment flow works
- Student funds the request.
- Helpal records the funded state and the expert completes the agreed learning-support work.
- Student reviews the delivery and either approves it or raises a problem through the platform flow.
- If approval is given, funds can be released according to the active payout process.
Cancellation and early service start
Before checkout continues, Helpal asks the paying customer to confirm that the paid service can start immediately rather than waiting for the end of any standard cooling-off period that may apply. If work has already started, cancellation rights may be reduced and a proportionate charge may apply where law allows.
When refunds may be considered
- Clear non-delivery within the agreed timeframe.
- Delivery that materially violates platform rules, such as prohibited or deceptive content.
- Proven fraud, misrepresentation, or payment error.
When refunds are usually not granted
- Change of mind after compliant delivery.
- Disagreement with academic outcome or grades, because Helpal provides learning support, not grade guarantees.
- Problems caused by a student's misuse of the platform or prohibited request wording.
Dispute handling
Disputes should include clear evidence such as messages, timeline details, uploaded files, and a short explanation of what went wrong. Helpal may request clarification from either side before making a decision.
Contact for payment issues
If you need help with a cancellation, refund, or payment complaint, contact admin@helpal.co.uk before raising a chargeback where possible so Helpal can review the platform record first.
