Refund Policy
This policy explains the cancellation and refund arrangements that apply to services provided by Cloud Realm International Limited (星河智能科技有限公司; Company No. 80588399). All of our services are customized professional services, and refund conditions differ by service type.
1. Cooling-off period
Within 7 calendar days after paying the initial installment, a client may apply in writing for a full refund if we have not begun substantive delivery work. Substantive delivery work includes completing requirements research, producing a design draft, setting up an account or commencing content production.
2. Project-based services: website and digital-system development
- If the project has commenced but no first design or prototype has been submitted, 70% of amounts paid will be refunded.
- If a first design or prototype has been submitted but development has not begun, 40% of amounts paid will be refunded.
- Once development has begun, delivered portions are non-refundable and modules not yet started will be refunded pro rata.
- After project acceptance is complete, no refund is available, subject to the rework guarantee in section 5.
3. Ongoing services: advertising and short-form video operations
- Monthly service fees may be canceled by giving 30 days’ written notice, effective from the next billing cycle.
- Services that have commenced during the current billing cycle are non-refundable.
- If we fail to commence the monthly service for reasons attributable to us, the service fee for that month will be refunded in full.
- Advertising-platform media budgets are paid directly by the client from the client’s own account. Any refund of unused balances is governed by the relevant platform’s rules; we do not handle those funds and cannot refund them on the client’s behalf.
4. Information-matching and commission-based services
These services do not require an advance payment. Commission is charged only after a transaction has been completed and confirmed in writing by both parties, at the agreed rate. If, after settlement, a transaction is shown not to have been completed in fact or is canceled, we will refund the commission received in full within 30 days after verification.
5. Rework guarantee
If a deliverable does not conform to the scope agreed in the written service agreement, the client may raise a written objection within 14 days after acceptance. If we verify that there is a delivery variance, we will rework the deliverable free of charge until it conforms to the agreed scope. This guarantee does not apply to new requirements outside that scope.
6. Circumstances in which refunds are not available
- The client unilaterally changes requirements or stops the project after services have substantively commenced as agreed.
- The project cannot proceed because the client has not supplied information, materials or account access on time.
- The client’s business itself breaches target-market laws or regulations, or advertising-platform policies, resulting in an account rejection or suspension.
- Market performance does not meet the client’s expectations, where we have completed the agreed deliverables (see section 7 of the Terms of Service).
- The effect arises from a third-party platform policy change, system failure or force-majeure event.
7. Refund-request process
- Email contact@cloudrealmglobal.com, stating the project name, invoice number and reason for the refund request.
- We will respond with the review outcome within 5 business days of receiving the request.
- Once approved, the refund will be returned to the original payment account within 14 business days.
- Any bank charges for cross-border remittances are borne by the requesting party.
8. Dispute handling
If there is a disagreement about a refund decision, the parties should first seek an amicable resolution. If no resolution is reached, the dispute will be submitted to the courts of competent jurisdiction in the Hong Kong Special Administrative Region in accordance with section 10 of the Terms of Service.
Cloud Realm International Limited (星河智能科技有限公司), a Hong Kong Private Company Limited by Shares (Company No. 80588399), incorporated June 9, 2026, is located at Unit 807A, 8/F, Two Harbourfront, 22 Tak Fung Street, Hung Hom, Kowloon, Hong Kong. You may contact us at contact@cloudrealmglobal.com; Sales +1 (503) 422-7082; Support +1 (503) 421-1358.