At Hacked.com, our commitment is to provide world-class digital recovery and security services with fairness and transparency. Our refund policy reflects the terms of our client agreement and ensures that we can deliver consistent support to all clients.
Read our full Client Agreement for detailed service expectations and terms.
Refund Policy
Business-case refund guarantee
This guarantee applies to fixed-fee Meta Business Recovery and Business Help engagements unless the accepted written offer gives you more favorable refund terms. 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.
Refund formula: amount actually paid to Hacked.com for the covered business engagement, minus documented professional time at $199 per hour.
- Professional time includes calls, live sessions, research, evidence review, written guidance, drafting, 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 under the fixed-fee engagement because documented time exceeds the amount paid.
- The guarantee does not apply after the recovery outcome defined in the accepted offer has been achieved. Early resolution is a completed outcome even when fewer hours were needed than expected.
- The guarantee does not apply to one-off sessions, consultations, subscriptions, demand-letter services, third-party charges, or work outside the accepted business-case scope.
Example: If you paid $1,499 for full recovery and we documented 4 hours of professional time, the guaranteed refund would be $703 ($1,499 minus $796). If a paid assessment was credited at recovery checkout, the calculation starts from the lower amount actually paid for the recovery engagement.
Email help@hacked.com from the purchase email address and include the case reference. Work under the engagement stops when we receive the written request, except for actions reasonably necessary to protect your assets or comply with law. We will provide the documented-time calculation and return any refund due to the original payment method.
This is a service-fee refund guarantee, not a guarantee that Meta will restore an asset, reverse a decision, issue a credit, or respond within a particular time. Nothing in this policy limits mandatory consumer rights, statutory withdrawal rights, duplicate or unauthorized charge protections, or remedies for services that do not conform to the agreement.
Safety Desk memberships and included expert cases
Safety Desk membership fees are non-refundable once charged, including when you cancel during a paid billing period or do not use all automated checks, human reviews, family places, or included expert cases. Cancellation stops future renewals but does not itself create a refund for the current billing period.
Opening an included case with our security experts does not create a separate charge. It uses the membership's annual case allowance. No cash payment, credit, prorated refund, separate refund, or restoration of the allowance is due because the matter is resolved early, you stop participating, a family member is removed or replaced, the subscription is canceled, or the requested outcome is not achieved. We may restore an allowance used because of a verified duplicate or technical error.
The 14-day waiting period for expert-case eligibility is separate from any statutory withdrawal period. These non-refund terms do not limit mandatory consumer rights, statutory withdrawal rights where applicable, remedies for services that do not conform to the agreement, duplicate or unauthorized charge protections, or any express written refund right shown at purchase.
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 discount 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 Help
Fixed-fee business cases use the Business-case refund guarantee above. One-off business sessions remain subject to the separate session cancellation terms in this policy.
Early Success
If your issue is resolved early, including during or immediately after the first session, it is considered a successful outcome. No refunds will be issued for unused time or early resolution.
Cancellation & Rescheduling
- To receive a full refund, you must cancel at least 24 hours before your scheduled session.
- You may reschedule using the Calendly link provided, up to 6 hours before the session.
- If you do not join your Zoom session within 10 minutes, the session will be marked as completed and non-refundable.
Missed Sessions
- If you miss a session, it will count as completed.
- If a refund is later requested, the missed session will be charged at $179
- If you miss two sessions with a help package, a $49 operational fee will apply before your next session is scheduled.
Unused Time
Sessions are booked in reserved time blocks. If your session ends early, the remaining time is used for research, documentation, or email follow-up. Refunds are not provided for unused session time.
Contact & Refund Requests
To request a refund or discuss any concern, email help@hacked.com. We will respond within 24 business hours.
Thank you for trusting Hacked.com. Your understanding allows us to provide fair, expert, and timely support to every client.