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Refund Policy [HK]

This Refund Policy outlines the conditions under which refunds, credits, or service adjustments may be offered by Astraform Limited, a company incorporated in Hong Kong (the “Company”), in connection with the Services.

This Policy applies in addition to the applicable Terms of Use, Subscription Policy, and other related policies. By purchasing or using the Services, you agree to the refund terms described below.

1. General Refund Principles

The Company strives to ensure customer satisfaction. However, due to the nature of digital and on-demand services, fees paid for the Services are generally non-refundable, except as expressly provided in this Policy or where required by applicable law.

Any refund, credit, or adjustment offered by the Company is subject to the conditions set out below and, unless explicitly stated otherwise, is provided at the Company’s sole discretion.

2. Voluntary Refund Period and Eligibility

2.1. As a commercial courtesy, the Company may, at its sole discretion, consider refund requests submitted within fourteen (14) days from the date of the initial purchase.

2.2. This voluntary refund period does not constitute a statutory right of withdrawal and is not guaranteed.

2.3. Refund eligibility during this period depends on factors including, but not limited to:

  • Whether the Services have been activated or used;
  • The extent of service usage;
  • The type of Service purchased;
  • Compliance with the Terms of Use and related policies.

2.4. If the Services have been activated or partially used, any refund may be reduced proportionally to reflect the period of use or the value of benefits consumed.

2.5. The day of service activation is counted as the first day of use.

2.6. Refund requests may be declined where a substantial portion of the service period has already been used, including cases where more than 50% of the applicable service term has elapsed.

3. How to Request a Refund

3.1. Refund requests must be submitted through one of the following channels:

  • The internal ticket system available in the user’s account dashboard; or
  • The official customer support communication channels provided on the Company’s website.

3.2. Requests must clearly identify the transaction, the Service in question, and the reason for the refund request.

4. Refund Processing and Limitations

4.1. Refunds are processed only for payments made directly to the Company.

4.2. Refunds, where approved, are generally processed to the original payment method within 5–10 business days, subject to payment provider processing times.

4.3. Fees charged by payment providers, banks, or other third parties are non-refundable and may be deducted from any approved refund.

4.4. Refunds related to account balance top-ups or prepaid credits are not available. Account balances may only be used to purchase Services.

4.5. In cases of voluntary or goodwill refunds, the Company may deduct transaction or processing fees reflecting actual costs incurred.

5. Non-Refundable Services

Unless otherwise expressly stated, the following services and charges are non-refundable:

  • SSL certificates;
  • Services or products provided by third-party vendors;
  • Software or license fees (including control panels or operating system licenses) for the applicable billing period;
  • Setup fees or one-time administrative charges.

6. Refunds Required by Law

Nothing in this Policy limits any refund rights that may be mandatory under applicable law.

Where a refund is required due to:

  • Failure to provide the agreed Services;
  • Material non-conformity of the Services with the agreed specifications;
  • Unauthorized or erroneous charges,

the Company will process such refunds in accordance with applicable legal requirements.

7. Termination and Non-Payment

7.1 Failure to Pay

If you fail to pay fees due for the Services, the Company may suspend or terminate access to the Services. Services will not be reactivated until all outstanding amounts are paid.

The Company is not responsible for any loss of data or content resulting from suspension or termination due to non-payment. Users are responsible for maintaining backups of their data.

Dedicated server services may require manual reactivation following overdue payment, subject to verification and technical review.

7.2 Termination by User

You may terminate the Services at any time through the account management interface or by submitting a request to customer support.

Termination requests may be subject to account ownership verification. Fees accrued prior to termination remain payable. Upon account termination or deletion, all associated data may be permanently removed.

7.3 Termination by the Company

The Company may terminate or suspend access to the Services, in whole or in part, without prior notice where:

  • Fees remain unpaid;
  • The Terms of Use or related policies are violated;
  • User conduct poses risks to the Company, the Services, or third parties;
  • Termination is required to comply with applicable law or legal requests.

In such cases, fees paid in advance are non-refundable, and all accrued charges remain payable.

8. Governing Law

This Refund Policy is governed by and construed in accordance with the laws applicable to the Company’s Hong Kong entity, without regard to conflict-of-laws principles.