Business identity
The services offered through this website are provided by the business identified below. The registered business identity, jurisdiction of registration, published contact email and any officially disclosed business address shall be presented consistently across all legal pages. All customer communications shall be routed through the published electronic contact channels. No policy shall contain contradictory business identity information.
- Legal entity: Headley & Leighton Limited
- Trading as: Headley & Leighton Limited, trading as HL Digital
- Constitution: Private company limited by shares (Hong Kong)
- Jurisdiction: Hong Kong SAR
- Email: contact@hldigitalservices.com
- Address: 703, South Seas Centre-2, TST, Hong Kong
This policy explains cancellations and refunds for services purchased from HL Digital (Headley & Leighton Limited).
1. Cancellation before work begins
If you cancel an order before we have started work, you are eligible for a full refund of the amount paid for that order. To cancel, email us at contact@hldigitalservices.com with your order number.
2. Cancellation after work has begun
Work is considered to have commenced when project planning, research, strategy preparation, content creation, design work or technical implementation for your order has begun. Work is also considered commenced when personnel or other resources have been specifically allocated to your project, even if no customer-facing deliverable has yet been produced.
Once work has commenced, your refund is calculated on the percentage of the agreed deliverables completed at the time we receive your cancellation. You are refunded the amount paid for that order, less the percentage already completed. For example, if half of the agreed deliverables are complete, you are refunded 50% of what you paid. We send you a written breakdown of exactly which deliverables were completed together with your refund confirmation.
If we have already bought something specifically for your order from a third party that cannot be cancelled, returned, or reused (for example, a stock footage or font licence purchased for your video), that documented cost is also deducted and itemised on your breakdown. Documentary evidence may be provided upon request. We never deduct card or payment processing fees from a refund.
If you disagree with our assessment of how much of the agreed work was completed, tell us and it will be reviewed under our Grievance and Complaint Resolution Policy.
These principles apply consistently to engagements with individual professionals, freelancers, sole proprietors, businesses and organisations.
3. Completed / delivered work
A deliverable is regarded as completed when it has been transmitted through the agreed electronic delivery channel, such as email or a shared file link. Services that have been completed and delivered are non-refundable, as they are custom work performed specifically for you. If you believe a deliverable does not match the agreed scope, please contact us and we will review and, where appropriate, revise the work per the agreed scope.
4. Recurring / monthly services
For ongoing monthly services, you may cancel future renewals by notifying us before the next billing cycle. Amounts already paid for the current cycle are non-refundable once that cycle's work has begun.
5. Part payments (advance / balance)
Where an order is split into parts (e.g., an advance and a balance), the cancellation rules above apply to the work performed. Advances are refundable only to the extent that the corresponding work has not yet begun.
6. Cancellation or suspension by us
We may suspend or end work on an order in cases of fraud, illegal activity, abusive conduct towards our team, repeated non-payment, refusal to provide information we need to do the work, or concerns relating to sanctions and anti money laundering rules. If we do this, we will tell you why, and the refund rules above still apply to the work completed up to that point.
7. Inactive projects
Some work needs input from you before we can carry on. If a project is left inactive because we have not heard back from you for a prolonged period, we may suspend or close it. We will contact you first so you have a chance to pick the work back up. Extended client inactivity does not automatically create an entitlement to a refund for work already completed.
8. How to request a refund and timelines
Email contact@hldigitalservices.com with your order number and reason. Approved refunds are processed back to your original payment method, unless otherwise required by applicable law, typically within 7 to 10 business days (your bank/card provider may take additional time to reflect it). Refunds are normally processed in the currency of the original payment.
9. Chargebacks
If you believe a billing error has occurred, please contact us before initiating a chargeback with your bank or card provider. We will look into it promptly under our Grievance and Complaint Resolution Policy.
Note: Approved refunds are returned in full, for the amount calculated above, to your original payment method. We do not deduct card or payment processing fees from your refund. Once we have issued it, how quickly it appears in your account is down to your bank or card provider.
10. Contact
HL Digital - contact@hldigitalservices.com, +1 (912) 425 4518. Business hours: Mon to Fri, 9am to 6pm HKT.