This policy explains how cancellations and refunds are handled for Heloguard Security Solutions monitoring subscriptions. It should be read alongside our Terms & Conditions.
You may cancel your Heloguard subscription at any time by emailing info@heloguard.com or notifying us through the customer portal, with at least 7 days' written notice before your next renewal date. Monitoring continues normally through the remainder of your paid billing cycle — we do not cut off service early just because a cancellation notice has been given.
Because Heloguard provisions monitoring resources and (where applicable) installs equipment specifically for your site from the moment your subscription is activated, the one-time setup fee and any subscription fees already paid for the current billing cycle are non-refundable, including if you cancel partway through a cycle.
Refunds are issued only in the specific circumstances listed under "Refundable" above — primarily cases where the payment itself was made in error, or where Heloguard failed to activate the service you paid for.
Email info@heloguard.com with your registered email address, the transaction reference/UTR number, and a brief description of the issue. We aim to acknowledge refund requests within 2 business days.
| Step | Typical timeline |
|---|---|
| Acknowledgement of your request | Within 2 business days |
| Review and decision | Within 5 business days |
| Refund processed to original payment method | 7–10 business days after approval |
Actual crediting time to your bank or UPI account beyond that point depends on your bank or payment provider and is outside our control.
If you upgrade your plan or camera count mid-cycle, the difference is charged as described in our Terms. If you downgrade, the lower rate applies from your next billing cycle — we do not refund the difference for the cycle already in progress.
Questions about this policy can be directed to info@heloguard.com, +91 76 26 86 86 01, or via our Contact page.