Refund Policy

REFUND AND CANCELLATION POLICY CINE TECH LIMITED

  1. INTRODUCTION
    This Refund and Cancellation Policy (“Policy”) governs the refund, cancellation, and return procedures for products and services purchased from CINE TECH LIMITED (Business Registration Number: 79657779). By purchasing our products or services, you acknowledge that you have read, understood, and agree to be bound by this Policy.
    This Policy complies with:Visa Core Rules and Visa Product and Service Rules Mastercard Transaction Processing Rules Hong Kong consumer protection legislation Payment Card Industry (PCI) standards

2. DEFINITIONS For the purposes of this Policy:
“Digital Products” means software, applications, digital marketing materials, templates, digital downloads, licenses, and other intangible products delivered electronically.“Services” means IT consulting, software development, digital marketing services, website development, maintenance services, and other professional services provided by CINE TECH LIMITED.“Subscription Services” means recurring billing services including but not limited to software-as-a-service (SaaS), monthly maintenance packages, and ongoing digital marketing campaigns.“Custom Work” means bespoke software development, custom website design, tailored digital marketing campaigns, and other services specifically created according to client specifications.

“Business Days” means Monday through Friday, excluding Hong Kong public holidays.

  1. GENERAL REFUND POLICY
    3.1 Eligibility for Refunds Refund eligibility depends on the type of product or service purchased and the circumstances surrounding the refund request. All refund requests must be submitted in writing to our customer service department within the timeframes specified in this Policy.
    3.2 Non-Refundable Items The following are non-refundable under all circumstances:Digital products that have been downloaded, accessed, or activated Software licenses that have been issued and activation keys that have been delivered Custom development work that has commenced or been completed Services that have already been rendered or substantially performed Domain name registrations and third-party service fees Consultation fees for completed consultations Training sessions that have been attended Promotional or discounted items marked as “final sale” or “non-refundable” 3.3 Processing Time Approved refunds will be processed within 14-30 business days from the date of approval. Refunds will be credited to the original payment method used for the purchase. The time it takes for the refund to appear in your account depends on your card issuer’s processing time.
    4.DIGITAL PRODUCTS REFUND POLICY
  2. 4.1 Software and Applications Pre-Download/Pre-Activation:Full refund available within 14 calendar days of purchase if the product has NOT been downloaded, accessed, or activated To request a refund, you must provide proof that the product remains unaccessed Post-Download/Post-Activation:No refunds will be issued for digital products that have been downloaded, accessed, or license keys activated Exceptions may be made if the product is demonstrably defective and we are unable to provide a working replacement within a reasonable timeframe
    4.2 Digital Marketing Materials and Templates No refunds once files have been downloaded or accessed Full refund available within 7 calendar days if materials remain unaccessed and in original, unmodified state
    4.3 Technical Issues If you experience technical difficulties:Contact our technical support team within 7 days of purchase We will provide technical assistance to resolve the issue If the issue cannot be resolved and is attributable to our product, a refund or replacement may be offered at our discretion
    5. SERVICES REFUND POLICY
    5.1 IT Consulting and Professional Services Before Service Commencement:Full refund of any deposits or advance payments if cancellation notice is provided at least 48 hours before the scheduled service date Cancellations with less than 48 hours’ notice will incur a 25% cancellation fee After Service Commencement:No refunds for services already rendered For ongoing services, refunds may be calculated on a pro-rata basis for the unused portion, minus any setup fees and costs incurred
    5.2 Digital Marketing Services Campaign Setup and Strategy
    If you cancel before campaign launch, a refund of the service fee minus setup costs (up to 30% of total fee) will be provided Once a campaign has launched, no refunds will be issued Monthly Retainer Services:30 days’ written notice required for cancellation No refund for the current billing period Future billing will cease after the notice period Any services rendered during the notice period are non-refundable
    5.3 Website Development and Custom Software Development Project-Based Services:Refund eligibility is based on project milestones completed If you cancel before project commencement, full refund minus 10% administrative fee Once project begins, refunds calculated as: Total Fee – (Completed Milestones + 15% Administrative Fee) Final milestone completion means project is 100% non-refundable Milestone Payment Structure:Payments made for completed and approved milestones are non-refundable You may cancel at any milestone, but no refund for work already completed and approved
    6. SUBSCRIPTION SERVICES
    6.1 Monthly Subscriptions You may cancel your subscription at any time by providing written notice Cancellation takes effect at the end of the current billing period No partial refunds for the current billing period You will retain access to the service until the end of the paid period No refunds for unused time within a billing period
    6.2 Annual Subscriptions Cancellation within 14 days of initial purchase: Full refund minus any usage fees Cancellation after 14 days: Refund calculated on pro-rata basis for remaining months, minus a 20% early termination fee and any usage fees incurred After 6 months of an annual subscription: No refunds available
    6.3 Auto-Renewal Subscriptions automatically renew unless cancelled before the renewal date To avoid charges for the next billing period, cancel at least 48 hours before the renewal date If charged after cancellation due to processing delays on your part, refunds will be issued within 14 business days7. CANCELLATION POLICY
    7.1 Client-Initiated Cancellation How to Cancel:Submit cancellation requests in writing via email to: info@universaldistiny.com Include your order number, name, contact information, and reason for cancellation Cancellation confirmation will be sent within 2-3 business days Cancellation Timeframes:Digital Products: Before download/activation only Services: Minimum 48 hours before scheduled service (see specific service terms above) Subscriptions: At least 48 hours before next billing cycle
    7.2 Company-Initiated Cancellation CINE TECH LIMITED reserves the right to cancel orders or services in the following circumstances:Product or service is no longer available Pricing or product information was displayed incorrectly due to technical error Client has violated our Terms of Service or Acceptable Use Policy Payment authorization failed or payment method is invalid Suspected fraudulent activity In such cases, full refunds will be issued within 14 business days.
  1. CHARGEBACKS AND PAYMENT DISPUTES
    8.1 Contact Us First Before initiating a chargeback with your credit card issuer or payment provider, we strongly encourage you to contact us directly to resolve any issues. Most disputes can be resolved quickly through direct communication.
    8.2 Chargeback Process For Customers:
    If you have attempted to resolve the issue with us and remain unsatisfied, you may have the right to dispute the charge with your card issuer Visa and Mastercard cardholders typically have 120 days from the transaction date to file a dispute You should provide your card issuer with all relevant documentation Our Response:We will respond to all chargebacks with detailed transaction information and evidence If we determine a chargeback is unjustified, we will contest it with compelling evidence Fraudulent or unjustified chargebacks may result in account suspension and legal action
    8.3 Chargeback Fees If you initiate a chargeback that is later found to be unjustified or fraudulent, you may be liable for:The original transaction amount Chargeback processing fees (typically HKD 200-500) Any legal costs incurred in disputing the chargeback

9. DEFECTIVE PRODUCTSOR SERVICES
9.1 Quality Guarantee We stand behind the quality of our products and services. If you receive a defective product or service that does not meet the agreed specifications:
Reporting Defects:
Notify us within 14 days of delivery or service completion Provide detailed description of the defect or non-conformity Include screenshots, error messages, or other evidence where applicable Resolution Options:
Repair/Fix:
We will attempt to fix the issue at no additional cost Replacement: If repair is not possible, we will provide a suitable replacement Refund: If neither repair nor replacement is feasible, a full or partial refund will be issued
9.2 Service Level Guarantees For services with specified service level agreements (SLAs):Failure to meet guaranteed service levels may result in service credits or pro-rata refunds SLA terms are specified in individual service contracts Claims must be submitted within 30 days of the service level breach
10. SPECIAL CIRCUMSTANCES
10.1 Force Majeure No refunds will be issued for delays or non-performance resulting from circumstances beyond our reasonable control, including but not limited to:Natural disasters, acts of God War, terrorism, civil unrest Government actions, legal restrictions Internet service provider failures Third-party service disruptions We will make reasonable efforts to provide alternative solutions or reschedule services.
10.2 Client Responsibilities Refunds may be denied if:You failed to provide necessary information, access, or cooperation You did not meet your obligations under the service agreement The issue resulted from your misuse of the product or service You violated our Terms of Service or Acceptable Use Policy
11. REFUND REQUEST PROCESS
11.1 How to Request a Refund
Step 1: Contact our Customer Service team
Email: info@universaldistiny.com  Business Hours: Monday-Friday, 9:00 AM – 6:00 PM (Hong Kong Time)
Step 2: Provide Required Information
Order number or invoice number Date of purchase Product or service name Detailed reason for refund request Supporting documentation (if applicable)
Step 3: Await Review
We will acknowledge your request within 2 business days Full review completed within 7 business days You will receive written notification of the decision
Step 4: Refund Processing

Approved refunds processed within 14-30 business days Refund issued to original payment method You will receive confirmation once refund is processed
11.2 Required Documentation Depending on your refund reason, you may need to provide:Proof of purchase (receipt, invoice, confirmation email) Screenshots of errors or defects Correspondence related to the issue Bank statements (for payment disputes) Any other relevant evidence
12. CREDITS AND ACCOUNT BALANCE
12.1 Store Credits In certain circumstances, we may offer store credit in lieu of a refund:Store credits are valid for 12 months from the date of issue Credits can be applied to future purchases of products or services Credits are non-transferable and have no cash value Unused credits expire and cannot be refunded
12.2 Account Balance Refunds If you have a credit balance in your account:
Balances under HKD 100 will be retained as store credit Balances over HKD 100 can be refunded upon written request Refund requests processed within 30 business days

13. THIRD-PARTY SERVICES AND PRODUCTS
13.1 Third-Party Licenses and Services For third-party products or services we resell or integrate:
Refunds are subject to the third-party provider’s refund policy We will assist in facilitating refund requests but cannot guarantee approval Processing times may be longer for third-party refunds Third-party fees (domain registration, hosting, API access, etc.) are generally non-refundable
13.2 Marketplace Transactions If you purchased through a third-party marketplace or reseller:Refund requests must be directed to the marketplace/reseller first Their refund policies take precedence We will cooperate with authorized refund requests from verified partners
14. EXCHANGES AND ALTERNATIVES
14.1 Product Exchanges Where applicable, you may exchange a product for:A different product of equal value A different version or license tier (price difference may apply) An upgraded or downgraded service plan
14.2 Service Modifications Instead of cancellation, you may be eligible to:Reschedule services (subject to availability) Modify service scope or deliverables Transfer services to another project (with approval) Pause subscription services for specified periods (where available)
15. PROMOTIONAL OFFERS AND DISCOUNTS
15.1 Special Offers Products or services purchased under promotional offers:May have modified refund terms stated at time of purchase “Final Sale” items are non-refundable Bundled packages may not be partially refunded Refunds calculated on discounted price paid, not original price
15.2 Coupons and Discount Codes Used coupons or discount codes are non-refundable If a refund is issued, the coupon/code will not be reinstated unless it was unused One-time use codes cannot be reused after refund
16. COMPLIANCE WITH PAYMENT CARD RULES
16.1 Visa and Mastercard Compliance This Policy complies with Visa and Mastercard merchant operating regulations:Clear disclosure of refund terms at point of sale Refunds processed to original payment card used Credits issued within required timeframes Proper disclosure of “No Refund” items before purchase Cardholder rights honored per card network rules
16.2 Transaction Receipts All transaction receipts clearly display:Merchant name: CINE TECH LIMITED Business address Transaction date and amount Customer service contact information Reference to this Refund Policy
17. DISPUTE RESOLUTION
17.1 Internal Resolution If you are dissatisfied with a refund decision:Request escalation to our Customer Service Manager Provide additional evidence or clarification We will conduct a secondary review within 7 business days
17.2 External Dispute Resolution If internal resolution is unsuccessful:
You may file a complaint with the Hong Kong Consumer Council You may initiate a chargeback with your card issuer (see Section 8) You may pursue resolution through appropriate legal channels
17.3 Governing Law This Policy and all refund disputes are governed by the laws of the Hong Kong Special Administrative Region. Any legal proceedings shall be conducted in Hong Kong courts.

  1. POLICY MODIFICATIONS
    18.1 Right to Modify CINE TECH LIMITED reserves the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting to our website.
    18.2 Notification of Changes Significant changes will be communicated via email to registered customers Continued use of our services after changes constitutes acceptance Previous policy versions will be archived and available upon request
    18.3 Grandfathering Purchases made before policy changes are generally governed by the policy in effect at the time of purchase, unless the change is required by law.
  1. CUSTOMER RESPONSIBILITIES
    19.1 Your Obligations To ensure smooth refund processing:Provide accurate contact and payment information Respond promptly to requests for additional information Maintain records of purchases and correspondence Review products and services within stated timeframes Follow proper cancellation procedures
    19.2 Prohibited Actions The following actions may result in denial of refunds and account termination:Filing fraudulent refund claims Abusing refund policies through repeated returns Providing false information in refund requests Initiating unjustified chargebacks Reselling products obtained through refunds
    20. CONTACT INFORMATION
    20.1 Customer Service For refund requests, questions, or concerns regarding this Policy:

Company Name: CINE TECH LIMITED Business Registration Number: 79657779 Address: Units A-C, 25th Floor, Seabright Plaza, No. 9-23 Shell Street, North Point, Hong Kong

Email: info@universaldistiny.com Business Hours: Monday-Friday, 9:00 AM – 6:00 PM (Hong Kong Time)

Customer Support Portal: support@universaldistiny.com