At Hacked.com, we are committed to delivering high-quality support in digital account recovery, personal protection, and security assistance.
This agreement sets forth the terms, scope, and conditions of our services to ensure clarity and mutual understanding.
The terms apply uniformly to all clients, whether engaging us for a Security Consultation or a comprehensive recovery package.
Client Responsibility for Proactive Engagement
It is the responsibility of the client to actively reach out to their dedicated Hacked.com security expert to receive support, updates, or new assistance as needed. We encourage you to stay in regular contact to fully benefit from your service. We do not automatically schedule follow-ups unless you request them, so proactive communication is essential.
Service Scope and Expectations
Case Specific Nature
Each case we handle is unique and may vary in complexity. Some issues are resolved quickly, while others require sustained attention over weeks or months. Our services are customized to your specific situation and may involve multiple steps or interactions with third parties.
No Guarantee of Success
Although we are committed to doing everything possible to assist with your case, we cannot guarantee a successful outcome. Recovering accounts, securing access, or resolving other issues often depends on policies, systems, and response times that are outside our control.
Extended Timelines
Certain recoveries, particularly those involving large platforms like Meta (Facebook and Instagram) or TikTok, may take several weeks or months. We work diligently and consistently on your behalf, but external dependencies mean we cannot promise exact timelines for resolution.
Disabled Accounts
If your account is disabled, the recovery process can take between two weeks and three months. There are several steps that must be completed in a specific order, and following our guidance precisely is required for the best chance of success.
Ongoing Support and Session Management
Continued Support Access for Support Packages
If you’ve purchased a support package (Personal or Business Help), it includes email support, follow-up meetings, document reviews, and help with third-party escalations.
No Refunds for Unused Time
Our consultations are booked in time blocks. If a session concludes early, the remaining time is used to conduct further research, escalate your case, or assist via email. Unused time is not refunded, as the time has been allocated exclusively for your case.
External Dependencies
Platform and System Limitations
Our work depends on the cooperation of third-party platforms, service providers, and government systems. We cannot influence their processes or decisions. While we will escalate and advocate for your case, the outcomes may vary based on their rules and responsiveness.
Timeframe Flexibility
There is no guaranteed duration for recovery. Some cases resolve in a few days, others require months of persistent follow-up. This unpredictability is due to the nature of digital account systems and platform-specific procedures.
Client Responsibilities
Active Participation
You must be actively involved in the recovery process. This includes responding to messages, submitting documents, providing access or verification when requested, and following instructions closely. Delays in your responses may slow progress.
Adherence to Process
Some recoveries require a very specific sequence of actions. Failure to follow the prescribed order, or delaying key steps, can significantly impact your chances of success.
Account Ownership Verification
You must be the legal owner or have clear authorization to request recovery or changes to any accounts we work on. We may request identification or documentation to verify this. If you are not authorized, we will immediately suspend services.
Early Success
If your issue is successfully resolved early, such as during or shortly after your first sessions, this is considered a successful delivery of service. Refunds will not be issued for unused time or early resolution.
Services by Hacked.com
We offer these services:
- Security Consultations
- Backend Support Package
- One Session / One-off sessions
- Demand Letter Service
- Admin Dispute Service
- Personal Account Recovery
- Business Help
- Executive Plan
- Business Plan
Refund Policy
Security Consultations
Security Consultations are non-refundable unless canceled at least 24 hours in advance.
Backend Support Package
The Backend Support Package is non-refundable.
One Session / One-off sessions
One-off sessions are non-refundable unless canceled at least 24 hours in advance.
If you miss your call, you may receive up to $100 in refund on your next booking by emailing help@hacked.com after rebooking.
Demand Letter Service
No refunds if we have submitted a demand letter on your behalf.
Admin Dispute Service
No refunds if we have helped create a demand letter on your behalf.
Personal Account Recovery refund option
This option applies to an eligible fixed-fee Personal Account Recovery engagement under the terms shown at purchase. If the recovery outcome stated in the accepted offer has not been achieved, you may ask us in writing to stop work and close the engagement.
Refund formula: amount actually paid to Hacked.com for the covered Personal Account Recovery engagement, minus documented professional time at $199 per hour.
- Professional time includes calls, live sessions, research, evidence review, written guidance, recovery and escalation work, case documentation, and case-related email or message support.
- Time is documented in increments no larger than 15 minutes and is counted only through the time we receive the written refund request.
- The refund cannot exceed the amount paid and cannot be less than $0. You will not owe an additional hourly balance because documented time exceeds the amount paid.
- The option ends once the recovery outcome stated in the accepted offer has been achieved. Early resolution is a completed outcome even when fewer hours were needed than expected.
- One-off assessments and expert sessions remain subject to their separate terms unless the accepted offer expressly includes that payment in the refundable recovery amount.
Business-case refund guarantee
For a fixed-fee Meta Business Recovery or Business Help engagement, if the recovery outcome defined in the accepted offer has not been achieved, you may ask us in writing to stop work and close the engagement. The guaranteed refund is the amount actually paid to Hacked.com for that engagement, minus documented professional time at $199 per hour. Time is recorded in increments no larger than 15 minutes and includes calls, live sessions, research, evidence review, written guidance, drafting, recovery and escalation work, documentation, and case-related communications.
The refund cannot exceed the amount paid or be less than $0, and the calculation cannot create an additional hourly balance. The guarantee does not apply after the recovery outcome defined in the accepted offer has been achieved. It does not replace or limit mandatory consumer rights or remedies. The full calculation and exclusions are stated in the Refund Policy.
Executive & Business Plans
A legacy fixed-fee business plan uses the Business-case refund guarantee above unless its written order confirmation provides more favorable refund terms.
Cancellations and Missed Sessions
Cancellations
Full refunds are available if cancellations are made at least twenty four hours before your scheduled session. Cancellations made within twenty four hours are not refunded.
Rescheduling
You may reschedule a session up to six hours in advance using your Calendly link received via email.
Missed Sessions
If you miss a scheduled session without prior notice, it will be considered completed. For a covered business-case refund calculation, the reserved missed-session time is documented at $199 per hour. For other services, missed sessions are billed at $179 per hour missed.
For recovery package clients: if two sessions are missed, a $49 operational fee will be required before any additional meetings can be scheduled.
Requesting Refunds or Raising Concerns
Refund requests or complaints can be sent to help@hacked.com. Our team will review your concern and respond promptly based on the terms of your agreement.