Refunds, Cancellations & Disputes
HENDENK Unmanned Systems sells professional services, not physical goods, so this policy is written for services: it covers cancelling an engagement, what is refundable, how billing disputes are resolved, and how long each step takes. Where your written agreement contains specific cancellation or refund terms for an engagement, those agreed terms apply; this page states the default position and the process.
Cancelling before work begins
If you cancel an engagement in writing before HENDENK has started the work and before any agreed engagement-specific costs have been incurred, amounts you have already paid for that work are refunded in full. “Started” means the agreed start date has been reached or preparatory work explicitly named in the agreement has begun.
Cancelling an engagement in progress
- Notice. Either party may end an engagement with written notice as set out in the agreement. Email to contact@hendenk.com is a valid written notice from the client side.
- Work performed is payable. Services delivered up to the effective cancellation date, and non-recoverable costs committed for the engagement with the client’s approval, remain chargeable.
- Prepaid, undelivered work is refundable. Any prepaid amount that exceeds the value of work performed and approved committed costs is refunded. You are never charged for work that was neither performed nor contractually committed.
- Handover. On cancellation, deliverables and working materials for the paid portion of the work are handed over in their current state, consistent with the agreement.
If a deliverable does not match the agreed scope
If you believe a deliverable does not meet the scope or acceptance criteria defined in the agreement, raise it in writing. The first remedy is correction: HENDENK re-performs or corrects the non-conforming part of the work. If correction is not achievable within a reasonable, agreed period, the fee attributable to the non-conforming part is credited or refunded. Dissatisfaction is taken seriously even where a deliverable formally meets the written scope: tell us, and we will look for a fair resolution rather than hide behind the document.
How to request a refund
- Email contact@hendenk.com with the invoice number or engagement reference and the reason for the request.
- Requests are acknowledged within five business days.
- A substantive answer—approval, a proposed resolution, or the reason for a decline—follows within fifteen business days of acknowledgement, unless investigating the matter genuinely requires longer, in which case you are told why and given a date.
- Approved refunds are returned by the method used for the original payment—to the original card via the payment provider for card payments, or by bank transfer for invoice payments—normally within ten business days of approval. Card refunds may take additional days to appear on your statement depending on the card issuer.
Billing disputes and chargebacks
If you dispute a charge, contact HENDENK first at contact@hendenk.com: most billing issues are resolved directly, faster than any formal process. You always retain your legal right to dispute a card payment through your card issuer; if a chargeback is raised, HENDENK responds to the payment provider’s dispute process factually, with the agreement and delivery records for the engagement. Nothing in this policy limits any non-waivable consumer or statutory rights that apply to you under the law of your jurisdiction.
Events outside either party’s control
If an engagement is interrupted by events genuinely outside both parties’ control—for example a change in export-control authorization or a regulatory prohibition affecting the work—the parties first attempt to re-plan the work. If the engagement cannot lawfully or practically continue, it is wound down under the cancellation rules above: performed work is payable, and prepaid undelivered work is refunded.
Contact for this policy
All cancellation notices, refund requests, and billing questions: contact@hendenk.com. See also Payments & Billing for how invoicing and payment work.