REFUND AND CANCELLATION POLICY
Guangzhou Liangyi Trading Co., Ltd
General Inquiries:
Email: info@zimoxa.com
Business Hours: Monday-Friday, 8:00 AM – 6:00 PM
Customer Support: Email: support@zimoxa.com
Legal & Compliance: Email: legal@zimoxa.com
Data Protection Officer: Email: privacy@zimoxa.com
Company Address:
Room 301, C66, No. 4 Jishan Xinlu Street, Tianhe
District, Guangzhou.
China
This Refund and Cancellation Policy (“Policy”) governs the refund, cancellation, and return procedures for products and services purchased from Guangzhou Liangyi Trading Co., Ltd . By making a purchase, you acknowledge that you have read, understood, and agree to be bound by this Policy.
This Policy is compliant with applicable Hong Kong consumer protection legislation, Visa Core Rules, Mastercard Transaction Processing Rules, and Payment Card Industry (PCI) standards.
1. Definitions
- “Digital Products” – Software, applications, digital marketing materials, templates, digital downloads, licenses, and other intangible products delivered electronically.
- “Services” – IT consulting, software development, digital marketing, website development, maintenance, and other professional services.
- “Subscription Services” – Recurring billing services such as SaaS, monthly maintenance packages, and ongoing digital marketing campaigns.
- “Custom Work” – Bespoke software development, custom website design, tailored digital marketing campaigns, and other client-specific services.
- “Business Days” – Monday to Friday, excluding China public holidays.
2. General Refund Policy
Refund eligibility depends on the type of product or service purchased. All refund requests must be submitted in writing to our customer service team within the specified timeframes.
Non-Refundable Items (under all circumstances):
- Digital products that have been downloaded, accessed, or activated
- Software licenses once issued or activated
- Custom Work that has commenced
- Services that have been rendered or substantially performed
- Domain name registrations and third-party fees
- Completed consultation or training sessions
- Promotional or “final sale” items
Refund Processing Time
Approved refunds will be processed within 14–30 business days and credited to the original payment method. The time for funds to appear in your account depends on your card issuer or bank.
3. Digital Products Refund Policy
3.1 Pre-Download / Pre-Activation
A full refund is available within 14 calendar days of purchase provided the product has not been downloaded, accessed, or activated. Proof of non-access may be required.
3.2 Post-Download / Post-Activation
No refunds will be issued once digital products have been downloaded, accessed, or licenses activated, except in cases of demonstrable defects where we are unable to provide a working replacement.
3.3 Technical Issues
If you encounter technical difficulties, please contact our support team within 7 days of purchase. We will endeavour to resolve the issue. If the problem is attributable to our product and cannot be resolved, a refund or replacement may be offered at our discretion.
4. Services Refund Policy
4.1 IT Consulting and Professional Services
- Before commencement: Full refund of deposits if cancelled with at least 48 hours’ notice. Cancellations with less than 48 hours’ notice incur a 25% cancellation fee.
- After commencement: No refund for services already rendered. For ongoing services, pro-rata refunds may be considered for the unused portion, less any incurred costs and setup fees.
4.2 Digital Marketing Services
- Before campaign launch: Refund of service fee minus setup costs (up to 30% of total fee).
- After launch: No refunds for launched campaigns.
- Monthly retainers: 30 days’ written notice required. No refund for the current billing period.
4.3 Website Development and Custom Software
Refund eligibility is determined by project milestones:
- Before commencement: Full refund minus 10% administrative fee.
- After commencement: Refund = Total Fee – (Value of completed milestones + 15% administrative fee).
Payments for completed and approved milestones are non-refundable.
5. Subscription Services
5.1 Monthly Subscriptions
You may cancel at any time with written notice. Cancellation takes effect at the end of the current billing period. No partial refunds for the current period. Access continues until the end of the paid term.
5.2 Annual Subscriptions
- Within 14 days of purchase: Full refund minus any usage fees.
- After 14 days: Pro-rata refund for remaining months, less a 20% early termination fee and usage charges.
- After 6 months: No refunds available.
5.3 Auto-Renewal
Subscriptions renew automatically unless cancelled at least 48 hours before the renewal date.
6. Cancellation Policy
Client-Initiated Cancellation
All cancellations must be submitted in writing to info@zimoxa.com, including your order number and reason. Confirmation will be provided within 2–3 business days.
Company-Initiated Cancellation
We reserve the right to cancel orders or services in cases of:
- Product/service unavailability
- Pricing error
- Violation of our Terms of Service
- Suspected fraud or invalid payment
In such cases, a full refund will be issued within 14 business days.
7. Chargebacks and Payment Disputes
We strongly encourage you to contact us first to resolve any issues before initiating a chargeback. Unjustified chargebacks may result in account suspension, liability for chargeback fees (typically USD 20–500), and legal action where appropriate.
8. Defective Products or Services
If you receive a defective product or service not meeting agreed specifications, notify us within 14 days with supporting evidence. We will endeavour to repair, replace, or refund at our discretion. Service Level Agreement (SLA) claims must be submitted within 30 days.
9. Refund Request Procedure
- Email your request to info@zimoxa.com during business hours (Monday–Friday, 9:00 AM – 6:00 PM HKT).
- Provide order/invoice number, purchase date, product/service details, reason, and supporting documents.
- We will acknowledge receipt within 2 business days and complete the review within 7 business days.
- Approved refunds are processed within 14–30 business days.
10. Store Credits
We may issue store credits in lieu of refunds in certain cases. Credits are valid for 12 months, non-transferable, and have no cash value.
11. Third-Party Products and Services
Refunds for third-party items are subject to the third party’s policy. We will assist but cannot guarantee outcomes. Domain names, hosting, and similar third-party fees are generally non-refundable.
12. Promotional Offers and Discounts
Promotional items may have specific refund terms. Refunds are calculated based on the discounted price paid. Used discount codes are non-refundable.
13. Governing Law and Dispute Resolution
This Policy is governed by the laws of the China Special Administrative Region. Disputes shall be subject to the exclusive jurisdiction of the China courts.
We encourage internal resolution first. If unsuccessful, you may contact the China Consumer Council or pursue other legal remedies.
14. Policy Modifications
We reserve the right to update this Policy at any time. Changes become effective upon posting on our website. Continued use of our services constitutes acceptance of the updated Policy. Purchases made prior to changes are generally governed by the version in effect at the time of purchase.
Guangzhou Liangyi Trading Co., Ltd
Company Address:
Room 301, C66, No. 4 Jishan Xinlu Street, Tianhe
District, Guangzhou.
China
For any questions regarding this Policy, please contact us at:
Email:
info@zimoxa.com
dispute@zimoxa.com
Telephone: +852 6313 5774
Telegram: +852 6313 5774
Whats app: +852 6313 5774