HelloRun Refund and Cancellation Policy
Last Updated: May 23, 2026
Platform: HelloRun
Website: https://hellorun.online
Contact: hellorunonline@gmail.com, 4hprojects@proton.me
1. Purpose
This Refund and Cancellation Policy explains how refunds, cancellations, failed payments, duplicate payments, and event changes may be handled on HelloRun.
This policy should be read together with the Terms and Conditions, Privacy Policy, Data Usage Policy, Organiser Terms, and event-specific rules.
2. Event-Specific Refund Rules
Refund rules may vary per event.
Each organiser is responsible for clearly stating the refund policy for their event.
Unless the event page states otherwise:
- registration fees are generally non-refundable
- refund requests must be sent to the organiser first
- refunds may be denied if the event has already started
- refunds may be denied if race kits, merchandise, certificates, or entitlements have already been processed
- refunds may be subject to payment gateway fees or administrative deductions
- event-specific rules will apply when clearly disclosed before registration
3. Platform Fees
HelloRun may charge platform fees, service fees, convenience fees, or processing fees depending on the event or service.
Platform fees may be separate from organiser event fees.
Unless stated otherwise, platform fees may be non-refundable once platform services have been used, including registration processing, payment verification, submission handling, or certificate generation.
4. Payment Gateway Fees
Payments may be processed through third-party payment providers.
Payment gateway fees, bank fees, card fees, wallet fees, currency conversion fees, and other third-party charges may be non-refundable depending on the provider’s rules.
HelloRun does not control third-party payment provider policies.
5. Duplicate or Incorrect Payments
If a user believes they made a duplicate or incorrect payment, the user should contact the organiser or HelloRun support with:
- name
- email address
- event name
- registration reference
- transaction reference
- payment amount
- payment date
- payment proof
Duplicate payment claims may require manual verification.
Refunds for duplicate payments may be approved only after confirmation by the organiser, payment provider, or HelloRun administrator.
6. Failed or Pending Payments
A registration may remain pending if payment is incomplete, unverified, mismatched, unclear, or not received.
Users may be asked to submit clearer proof or additional payment confirmation.
HelloRun and organisers are not required to approve registrations where payment cannot be verified.
7. Event Cancellation
If an organiser cancels an event, the organiser is responsible for communicating available options to participants.
Depending on the event policy, options may include:
- full refund
- partial refund
- event credit
- transfer to a new date
- transfer to another event
- conversion to virtual participation
- no refund, where clearly disclosed and legally allowed
HelloRun may assist with communication and platform processing but does not automatically guarantee refunds for organiser-managed events.
8. Event Postponement or Change
If an event is postponed or materially changed, the organiser should inform participants of available options.
Options may vary depending on the organiser’s policy and the stage of event preparation.
Material changes may include:
- date change
- venue change
- distance change
- event format change
- major entitlement change
- cancellation of a category
9. Rejected Registrations
A registration may be rejected if:
- payment cannot be verified
- payment proof is invalid
- registration information is false or incomplete
- the user violates event rules
- the event has reached capacity
- the user is ineligible for the selected category
- suspicious or fraudulent activity is detected
Refund treatment for rejected registrations will depend on the event rules, payment status, platform fees, payment provider rules, and the reason for rejection.
10. Disputes
Participants should first contact the organiser for event-related refund concerns.
If the issue cannot be resolved, participants may contact HelloRun support.
HelloRun may review available records, payment proof, event rules, organiser communications, and platform logs.
HelloRun may restrict organiser features if repeated unresolved payment or refund issues create risk to participants or the platform.
11. Contact
Refund and cancellation concerns may be sent to:
Email: hellorunonline@gmail.com
Alternative Email: 4hprojects@proton.me