NOVEL TECH TRADING LIMITED

Welcome to the Frequently Asked Questions section of NOVEL TECH TRADING LIMITED. The following information provides general guidance regarding our cloud server and related technology services, including service selection, provisioning, activation, technical support, service management, cancellations, and refunds.

If a particular service has additional requirements or conditions, the applicable service information and terms will take precedence.

General Questions

1. What services does NOVEL TECH TRADING LIMITED provide?

NOVEL TECH TRADING LIMITED provides cloud server and related technology services.

Our services may include cloud server provisioning, server configuration, digital infrastructure services, service activation, technical assistance, service administration, and other related technology services.

The specific services and specifications available may vary.

2. Are your services physical products?

No. Our cloud server and related technology services are primarily digital services.

Service delivery generally takes place through electronic provisioning, server activation, technical configuration, digital access, and related technology processes rather than through physical shipping.

3. Do I need a physical shipping address?

Cloud server services generally do not require a physical shipping address because the services are delivered digitally.

Where a particular service requires different information, the relevant service requirements will apply.

4. How are services delivered?

Services are generally delivered electronically.

Depending on the service, delivery may involve:

  • Cloud server provisioning;
  • Service activation;
  • Technical configuration;
  • Creation of a service environment;
  • Electronic delivery of access information;
  • Other digital service processes.

No conventional physical shipment or shipping carrier is normally involved.

Ordering and Service Requests

5. What happens after I submit a service request?

After receiving a service request, we may review the requested service and relevant information before beginning provisioning.

The general process may include reviewing the request, confirming requirements, preparing the technical environment, provisioning the service, configuring applicable settings, and activating the service.

6. Can I change my service requirements after submitting a request?

You should contact us as soon as possible if you need to change your service requirements.

If provisioning has not yet started, certain changes may be possible.

Once technical resources have been allocated or configuration has begun, changes may be limited depending on the circumstances.

7. What information may be required before service activation?

Depending on the requested service, we may require information necessary for service administration, technical configuration, verification, or activation.

If additional information is required, service processing may be temporarily paused until the necessary information has been received.

8. How long does service activation take?

Activation and provisioning times may vary depending on the requested service, technical requirements, infrastructure availability, configuration complexity, verification requirements, and other operational circumstances.

Any timeframe presented during the service process should generally be understood as an estimate unless a specific commitment has been expressly provided.

Cloud Server Provisioning

9. What does cloud server provisioning mean?

Cloud server provisioning is the process of preparing and allocating the technical resources necessary to make a requested cloud server service available.

Depending on the service, this may include resource allocation, server environment preparation, configuration, technical checks, and activation.

10. What happens if provisioning is delayed?

Provisioning may occasionally take longer than expected due to technical requirements, infrastructure availability, maintenance, verification procedures, system conditions, or other operational circumstances.

We aim to address provisioning issues and complete the service process as soon as reasonably practicable.

11. What happens if my requested service cannot be provisioned?

If a requested service cannot be successfully provisioned, we may investigate the issue and take reasonable steps to resolve it.

Depending on the circumstances, this may involve reattempting provisioning, correcting configuration issues, requesting additional information, or reviewing whether another appropriate resolution is available.

12. Will I receive physical delivery confirmation or a tracking number?

Generally, no.

Cloud server services are delivered digitally, so conventional shipping tracking does not normally apply.

Service delivery may instead be confirmed through activation, provisioning status, electronic communication, or access information.

Access and Service Management

13. How will I receive my service access information?

Where applicable, service access information may be provided electronically through the applicable service or communication process.

Depending on the service, this may include service identification information, access credentials, server-related information, configuration information, or other information necessary to access or manage the service.

14. How should I protect my access information?

You should keep access credentials and service-related information confidential and secure.

You should avoid sharing credentials with unauthorized persons and should use appropriate security practices when managing your service.

15. Who is responsible for my server configuration?

The division of responsibility depends on the service provided.

NOVEL TECH TRADING LIMITED may be responsible for configurations that fall within the agreed service scope. Customers generally remain responsible for configurations, applications, software, and settings that are under their own control.

16. Do I need to maintain backups?

Customers should maintain appropriate backups of important information where applicable.

Cloud server services should not automatically be assumed to replace the need for independent backup procedures for customer-controlled data.

Technical Support

17. Do you provide technical support?

We aim to provide reasonable technical assistance relating to the cloud server and related services we provide.

Support may include assistance with service availability, activation, basic configuration matters, access-related issues, general troubleshooting, and service-related technical questions.

18. What should I do if I experience a technical problem?

Contact NOVEL TECH TRADING LIMITED as soon as reasonably possible.

Providing clear information about the affected service and the nature of the problem can help us investigate the issue more efficiently.

We may review relevant service information, technical records, configuration details, and other information necessary to identify the issue.

19. What information should I provide when reporting a technical issue?

Where available, you should provide sufficient information to identify the relevant service and describe the problem.

Depending on the circumstances, this may include:

  • Relevant service information;
  • A description of the issue;
  • The time the issue occurred;
  • Relevant configuration information;
  • Information concerning any recent changes;
  • Other details reasonably necessary for troubleshooting.

20. Can you fix problems with third-party software?

Our technical assistance is generally focused on the services and infrastructure within our applicable service scope.

Problems caused by third-party software, unsupported applications, customer-controlled configurations, or unrelated external services may fall outside the scope of our technical support.

Where possible, we may provide general information to help identify the potential cause.

Service Availability

21. Will my cloud server always be available?

We aim to provide reliable and stable services, but cloud server services depend on complex technical infrastructure, networks, systems, and other components.

Temporary interruptions may occur because of maintenance, technical problems, network disruptions, infrastructure issues, security events, or other circumstances.

22. Do you perform maintenance?

Yes. Maintenance, updates, security improvements, infrastructure work, and technical optimization may be necessary to maintain service reliability and security.

Planned maintenance may be communicated where reasonably practicable.

Emergency maintenance may sometimes be required without advance notice when necessary to protect service security, stability, or operational integrity.

23. Can third-party infrastructure affect my service?

Yes.

Cloud services may depend on third-party infrastructure, networks, data centers, software, or technology providers.

Issues affecting such external infrastructure may affect service availability or performance and may be outside our direct control.

Cancellation and Refunds

24. Can I cancel my service request?

You may contact us to request cancellation.

If the service has not yet been provisioned or activated, cancellation may be possible depending on the processing status and whether technical resources or configuration work have already been committed.

25. Can I cancel after my server has been activated?

You may request termination of an activated service.

However, activation and provisioning may involve the allocation of technical resources. Therefore, cancellation after activation does not automatically create an entitlement to a refund.

The applicable circumstances will be reviewed according to the relevant service arrangement and Refund & Cancellation Policy.

26. Are cloud server services refundable?

Refund eligibility depends on the circumstances.

A refund may be considered for situations such as failed provisioning, confirmed duplicate payments, certain cancellations before provisioning, administrative errors, or other circumstances where a refund is appropriate.

A refund is not automatically available simply because a customer changes their mind after an activated service has been used or resources have been allocated.

27. What if I paid twice for the same service?

If you believe that the same service was charged more than once, please contact us promptly.

We may review the relevant payment and service records. If a genuine duplicate charge is confirmed, the applicable duplicate amount may be considered for refund through an appropriate payment method.

28. What if I ordered the wrong configuration?

Contact us as soon as possible.

If provisioning has not started, certain changes may be possible.

If provisioning or configuration has already begun, modifications may be limited because technical resources may have been allocated or work may already have been performed.

29. How are approved refunds processed?

Where a refund is approved, it will generally be processed through the original payment method or another appropriate method where necessary.

The time required for the funds to appear may depend on the applicable payment provider or financial institution.

Security and Customer Responsibilities

30. What are my responsibilities as a customer?

Customers should:

  • Provide accurate service information;
  • Protect access credentials;
  • Maintain appropriate security practices;
  • Use services responsibly;
  • Follow applicable service requirements;
  • Monitor customer-controlled applications and data;
  • Maintain appropriate backups where applicable;
  • Report significant service problems promptly.

31. What should I do if I believe my account or service has been compromised?

You should contact NOVEL TECH TRADING LIMITED promptly and provide sufficient information regarding the suspected security issue.

We may review relevant service and technical information and take reasonable measures within our service scope to investigate the matter.

32. Can my service be suspended or terminated?

Service may be restricted, suspended, or terminated in circumstances permitted by the applicable service terms.

Such circumstances may include security concerns, unauthorized activity, misuse, violations of applicable requirements, or other circumstances requiring protective or administrative action.

Privacy

33. How is my personal information handled?

Personal information is handled in accordance with our Privacy Policy.

Information may be processed for purposes such as service administration, customer communication, technical support, security, website operation, legal compliance, and other legitimate service-related purposes.

34. Is my service information kept confidential?

We take reasonable measures to protect information within our control.

Access to service and personal information is generally limited to authorized purposes, including service delivery, technical assistance, security, administration, and legal or regulatory requirements where applicable.

Contact and Support

35. How can I contact NOVEL TECH TRADING LIMITED?

For service inquiries, technical matters, cancellation requests, refund questions, or other service-related concerns, you may contact:

NOVEL TECH TRADING LIMITED
Contact Person: Lin Lihua
Address: RM D, 13/F, SUN FAI COMM CENTRE, 576 RECLAMATION ST, MONG KOK, HONG KONG

Please provide sufficient information about your request so that the relevant matter can be properly reviewed.

36. What if my question is not answered here?

If you cannot find the information you need in this FAQ, you may contact NOVEL TECH TRADING LIMITED regarding your specific service or inquiry.

Our team will review the matter based on the relevant service information and circumstances.

Important Information

This FAQ provides general information about NOVEL TECH TRADING LIMITED’s cloud server and related technology services. It does not replace the applicable Privacy Policy, Shipping & Service Delivery Policy, Refund & Cancellation Policy, Team & Services Policy, or other applicable service terms.

Where specific service terms apply, those terms should be reviewed together with this FAQ.

NOVEL TECH TRADING LIMITED

Last Updated: September 17, 2026