At Hacked.com (Hawkfish AS, Hagaløkkveien 13, 1383 Asker, Norway) we strive to provide the highest level of service for digital account recovery, personal protection, and security assistance. Due to the complexity and unique nature of each case, certain limitations apply to our services. This document outlines these limitations to ensure transparency and a clear understanding of what to expect during our engagement.
Service Scope and Expectations
- Case-Specific Nature
Every situation we address is unique, with varying levels of complexity. As such, we cannot guarantee a resolution or recovery within a single session. Our services are tailored to each case’s needs, which may require multiple sessions and extended timeframes for successful resolution. - No Guarantee of Success
While we are fully committed to working diligently on your case, it is important to understand that success is not guaranteed. Whether recovering an account, securing information, or mitigating a cyber threat, outcomes can depend on factors beyond our control (e.g., platform policies, external systems, or third-party responses). We cannot ensure that every case will have a positive outcome despite our best efforts. - Extended Timelines
Some cases may require long-term engagement, spanning several weeks or even months. For more complex matters, like disabled account recovery, business page recovery, or blackmail protection, multiple consultations and persistent follow-ups may be necessary. We work to address your issues as promptly as possible but cannot provide a fixed resolution timeframe due to external dependencies. - Disabled Accounts
If your account is disabled, the recovery process may take anywhere from two weeks to three months. There are several steps one can take, but they must be completed in a specific order, so please ensure you adhere to our process.
Session Allocation and Time Management
- Additional Sessions
For cases requiring ongoing support, additional sessions may be required to address the issue effectively. Each session is scheduled based on the time and complexity of your case. In situations where extended support or follow-up actions are necessary, multiple sessions over several weeks may be required. - No Refunds for Unused Time during a Session
Our consultations are billed based on reserved time blocks. Refunds or credits are not provided for unused time, even if your session concludes early. This is because our experts allocate the entire time block exclusively to your needs, setting aside other commitments. Any remaining time from your session is often utilized to further assist with your account recovery through additional research, documentation, or email support.
External Dependencies
- Platform and System Limitations
Our ability to resolve your issue may depend on external factors such as platform policies, security mechanisms, and third-party responses (e.g., social media platforms, service providers, or government agencies). We cannot control their processes or guarantee favorable outcomes based on their decisions.
- Timeframe Flexibility
- For account recoveries, particularly those involving large platforms like Meta (Facebook/Instagram), recovery can take several weeks to months. We will work persistently on your behalf but cannot promise exact timelines for when access will be restored or issues will be resolved.
- Blackmail protection, removal requests, business page recovery, and personal account recovery may require ongoing communication with these third parties, extending the time needed for resolution.
Client Responsibilities
- Active Participation
To ensure a smooth and effective recovery process, it is crucial for the client to actively participate in the recovery or resolution process. For example, providing necessary access, responding to requests, or verifying ownership of accounts in a timely manner is essential. Delays from the client’s side may extend the resolution timeframe. - Adherence to Process
Certain recovery processes involve multiple steps that must be followed in a specific order. Failing to comply with these steps, missing communications, or delays in cooperation may negatively impact the chances of success. - Account Ownership Verification
The client of the service and the individual we work with during our sessions must be the rightful owner or have authorized access to the accounts or content in question. It is imperative that the client has appropriate authority to request recovery or changes to the specified accounts or content. Any cases where the client lacks such authorization will result in suspension or termination of services. ID verification may be required.
Service-Specific Limitations
- Business Recovery
Recovering business pages (e.g., Facebook Business accounts) is a complex process that may take months. While we will work diligently, results are not guaranteed. We will escalate cases through the appropriate channels and provide updates throughout the process. If we are unable to recover the page within three months, a refund minus the hours worked may be requested. - Personal Recovery
Recovering personal accounts, such as Facebook or Instagram accounts, follows a similar process. If we are unable to recover your account within three months, a refund minus the hours worked may be requested. - Blackmail Protection & Removal Requests
Our blackmail protection service aims to address serious threats and mitigate risks. If the issue is not resolved within three months, a refund minus the hours worked may be provided.
Full Service Overview:
- Personal/Business Packages: These packages offer a refund guarantee minus the hours worked at $149 for the first hour, then $99 for each consecutive hour. We strive to recover your account or address your security issues, but success is not guaranteed.
- One-Off Session: This option provides a one-time consultation with no refund guarantees. The first session is billed at $149, and any additional sessions are $99 for 50 minutes or $49.99 for 25 minutes. This service is non-refundable.
Upgrade Policy for One-Off Sessions
If a client initially books a one-off session for $149 and later upgrades to a full package, the $149 payment will be fully refunded as part of the upgrade. However, if the client books two or more one-off sessions (starting at $149 and then $99 for each additional session) before upgrading, only the first $149 payment will be refunded. Any subsequent $99 payments will remain non-refundable. This policy provides flexibility for clients who wish to experience a single session before committing to a comprehensive package.
We offer continuous email support after your initial session at the following rates:
$25 for 15 minutes
$50 for 30 minutes
$100 per hour
These are non refundable.
Refund Policy:
- Non-Refundable Services (One-Off Sessions): All one-off sessions are non-refundable, and payment is required for booked time, even if the session is shorter than the reserved block.
- For our Personal Security Plan, VIP Security Plan, and Business Security Plan, we offer a one month refund minus hours worked at $149 for the first hour, then $99 for each consecutive hour.
- Business Recovery: Recovering a business account can be a time-consuming process. While we cannot guarantee success, we will assist in contacting the appropriate department and escalate your case as needed. If recovery is not successful within three months, we offer a refund minus the hours worked ($149 for the first hour, then $99 for each consecutive hour.)
- Personal Recovery: If we cannot recover your personal account within three months, you are eligible for a refund minus the hours worked ($149 for the first hour, then $99 for each consecutive hour.)
- Blackmail Protection & Removal requests: If we cannot resolve a blackmail issue or removal request within three months, we will issue a refund minus hours worked ($149 for the first hour, then $99 for each consecutive hour.)
- Early Success
If you achieve a successful resolution to your issue after engaging our services, whether during or after the first Zoom session, we consider the matter resolved and cannot offer a refund. This applies regardless of whether the resolution was directly facilitated by our efforts or occurred independently.
Some cases may take up to six months to complete, while others may resolve within a shorter timeframe. It is impossible to predict the exact duration of each case at the outset. By engaging our services, you acknowledge that the time required for resolution varies significantly, and our pricing structure is designed to ensure we can cover the costs of more complex and lengthy cases while delivering the same level of dedication and expertise to every client. We appreciate your understanding of this policy, as it enables us to support all cases, regardless of their complexity or duration. - Cancellation: Full refunds are available for all options if cancellations are made 24 hours before the scheduled session. Missed appointments or cancellations with less than 24 hours’ notice will not be refunded.
- Rescheduling: You may reschedule up to 6 hours before the session through your Calendly link.
Missed Sessions:
- One-Off Sessions: If you miss a scheduled session but still require our expertise, you can rebook at any time. For the missed session, we offer a 50% refund when you schedule a new appointment. If you miss a scheduled session but do not need our expertise, we can’t offer a refund.
- Full Packages
For our full recovery, removal, or blackmail resolution packages, missing a session will count as one session completed without additional charges if you continue with the service. However, if you request a refund, the missed session will be charged at the full rate of $149.
If you miss two sessions, you will need to cover an operational fee of $49 for the next meeting. Additionally, any missed sessions will be charged at a rate of $99 per session if a refund is requested.
Request for Refunds or Concerns:
If you are dissatisfied with the services provided, you may request a refund. Refund requests or other concerns should be addressed to help@hacked.com.