Refund & Cancellation Policy

Effective Date: September 17, 2026

NOVEL TECH TRADING LIMITED (“NOVEL TECH TRADING LIMITED,” “we,” “us,” or “our”) is committed to providing reliable cloud server and related technology services.

Because our services are primarily digital and may involve server provisioning, technical configuration, resource allocation, and electronic activation, traditional physical product returns and exchanges generally do not apply.

This Refund & Cancellation Policy explains the circumstances under which a service request may be cancelled, a refund may be considered, or a service-related issue may be reviewed.

By requesting or using our services, you acknowledge and agree to the terms of this Policy.

1. Scope of This Policy

This Refund & Cancellation Policy applies to cloud server services and other related digital or technology services provided by NOVEL TECH TRADING LIMITED.

It covers matters including:

  • Service cancellation;
  • Refund requests;
  • Pre-activation cancellation;
  • Post-activation cancellation;
  • Failed service provisioning;
  • Technical service issues;
  • Duplicate payments;
  • Incorrect service orders;
  • Service termination;
  • Refund processing;
  • Exceptional circumstances.

Because our services are digital, there is generally no physical product that can be returned or exchanged.

2. Digital Nature of Our Services

Cloud server services differ from physical products because service resources may be allocated, configured, provisioned, or activated specifically for a customer.

Once provisioning or activation has begun, certain technical resources may already have been committed to the requested service.

For this reason, a refund is not automatically available simply because a customer changes their mind after service activation.

Each refund or cancellation request will be considered according to the circumstances of the request, the status of the service, and any applicable terms governing the relevant service.

3. Cancellation Before Service Activation

If you request cancellation before the requested service has been provisioned or activated, you may contact us as soon as possible.

Where the service has not yet been provisioned and no substantial service resources have been committed, we may consider cancelling the service request and issuing an applicable refund.

The availability and amount of any refund may depend on:

  • Whether provisioning has started;
  • Whether technical resources have already been allocated;
  • Whether configuration work has begun;
  • Whether third-party service costs have been incurred;
  • The specific nature of the requested service.

A cancellation request does not automatically guarantee a refund.

4. Cancellation After Service Activation

Once a cloud server or other digital service has been successfully activated, cancellation may generally be treated as termination of an active service rather than a return of a product.

Because resources may have already been provisioned or allocated, payments for an activated service may not automatically be refundable.

Customers who wish to terminate an activated service should contact us promptly so that the service status and applicable cancellation circumstances can be reviewed.

Where a refund is not applicable, cancellation may result in termination of future service availability without reimbursement for previously provided service periods, subject to the applicable service arrangement.

5. Refund Eligibility

A refund may be considered in circumstances such as:

  • A service cannot be provisioned as requested due to a technical issue attributable to the service;
  • A payment was processed more than once for the same service;
  • A service request was cancelled before provisioning under circumstances where a refund is applicable;
  • An administrative or processing error resulted in an incorrect charge;
  • Other circumstances in which a refund is reasonably appropriate under the applicable service arrangement.

Refund eligibility is determined based on the specific circumstances of the request.

6. Non-Refundable Circumstances

Refunds may generally not be available where:

  • The requested service has already been successfully activated;
  • The customer has already used the service;
  • Resources have been specifically allocated or configured for the customer;
  • The customer changes their mind after activation;
  • The customer no longer requires the service after activation;
  • The customer fails to use an activated service;
  • The service operates substantially as described;
  • The issue results from the customer’s own configuration or use;
  • The issue results from unsupported software, applications, or third-party systems;
  • The customer violates applicable service terms;
  • The customer provides incorrect or incomplete information that affects service delivery;
  • The customer requests cancellation after substantial technical provisioning has occurred.

This list is not exhaustive and may be subject to applicable law.

7. Technical Problems

If you experience a technical problem with a cloud server or related service, please contact us before requesting a refund where reasonably possible.

We may first review the issue and determine whether it can be resolved through:

  • Technical troubleshooting;
  • Configuration adjustments;
  • Service reconfiguration;
  • Restoration of affected service functions;
  • Other reasonable technical measures.

A technical problem does not automatically result in a refund.

Where a material service issue cannot reasonably be resolved, the circumstances may be reviewed to determine whether an appropriate refund, service adjustment, or other resolution is available.

8. Service Not Successfully Provisioned

If we are unable to provision a requested service due to a technical or operational issue, we may attempt to resolve the problem or provide an appropriate alternative where applicable.

If the requested service cannot reasonably be delivered, the relevant payment may be reviewed for a refund, subject to the circumstances of the service request and any applicable deductions or third-party costs.

9. Duplicate Payments

If you believe that you have been charged more than once for the same service request, please contact us promptly.

We may review the relevant transaction and service records to determine whether a duplicate payment occurred.

Where a genuine duplicate charge is confirmed, the applicable duplicate amount may be refunded through an appropriate payment method, subject to applicable payment-processing procedures.

10. Incorrect Service Requests

Customers are responsible for reviewing their service requirements before submitting a service request.

If incorrect specifications, configurations, quantities, or other service requirements are submitted, please contact us as soon as possible.

If the service has not yet been provisioned, we may be able to modify or cancel the request depending on its processing status.

Once provisioning or configuration has begun, changes may not always be possible, and additional charges may apply where additional resources or work are required.

11. Service Termination

Customers may request termination of an applicable service by contacting NOVEL TECH TRADING LIMITED.

Termination may involve:

  • Deactivation of the relevant service;
  • Discontinuation of future service availability;
  • Removal or release of allocated resources;
  • Cessation of applicable service-related charges, where applicable.

The timing and effect of termination may depend on the type of service and its current status.

Termination does not automatically create an entitlement to a refund for services that have already been activated or provided.

12. Refund Request Procedure

To request a refund, cancellation, or review of a service-related payment, please contact us with sufficient information to identify the relevant service request.

Where available, the request should include information such as:

  • The name associated with the service;
  • Relevant service information;
  • The reason for the cancellation or refund request;
  • A description of any technical issue;
  • Relevant transaction information;
  • Any other information reasonably necessary for us to review the request.

Providing complete information may help us process the request more efficiently.

13. Refund Review

Once a refund request is received, we may review:

  • The status of the service;
  • Whether provisioning has begun;
  • Whether the service has been activated;
  • The extent to which the service has been used;
  • Relevant technical records;
  • Payment records;
  • Service configuration information;
  • The reason for the request;
  • Any applicable third-party costs;
  • Other circumstances relevant to the request.

The outcome of the review will depend on the specific circumstances and applicable requirements.

14. Refund Processing

If a refund is approved, we will generally process the applicable refund through the original payment method or another appropriate method where necessary.

The time required for the refunded amount to appear in the customer’s account may depend on the payment provider, financial institution, or other payment-processing system involved.

NOVEL TECH TRADING LIMITED does not control the processing time of external financial institutions.

15. Refund Amounts

Where a refund is approved, the amount refunded will depend on the circumstances of the case.

Potential considerations may include:

  • Whether the service was activated;
  • The amount of service already provided;
  • Resources already allocated;
  • Technical work already completed;
  • Third-party costs that cannot reasonably be recovered;
  • Duplicate or incorrect charges;
  • Other applicable service-related circumstances.

Any refund will be limited to the amount determined to be appropriately refundable under the relevant circumstances and applicable requirements.

16. Service Credits or Alternative Resolution

In certain circumstances, a service issue may be addressed through an alternative resolution rather than a monetary refund.

Depending on the circumstances, an appropriate resolution may include:

  • Service correction;
  • Reconfiguration;
  • Replacement of a technical service environment where applicable;
  • Service adjustment;
  • Service credit;
  • Other reasonable service-related resolution.

Any alternative resolution will depend on the nature of the issue and the applicable service arrangement.

17. Customer-Caused Service Issues

A refund may not be available where a service issue results primarily from customer actions or configurations.

Examples may include:

  • Incorrect server configuration;
  • Unsupported software;
  • Improper use of the service;
  • Customer-controlled applications;
  • Customer-controlled security settings;
  • Incorrect credentials or access information;
  • Changes made by the customer;
  • Third-party applications or services;
  • Failure to follow applicable technical instructions.

Where reasonably possible, we may assist with identifying or resolving service-related issues.

18. Third-Party Services and External Causes

Certain service functions may depend on third-party infrastructure, networks, software, or technology providers.

Where a service issue is caused by circumstances outside our reasonable control, a refund is not automatically guaranteed.

We may review the circumstances and determine whether troubleshooting, service adjustment, credit, refund, or another appropriate resolution is available.

19. Security and Policy Violations

If a service is suspended, restricted, or terminated because of activity that violates applicable service terms, security requirements, or other applicable restrictions, the customer may not be entitled to a refund for the affected service period.

Any such action will be considered according to the applicable circumstances and requirements.

20. Changes to Services

If a requested service needs to be modified after an order or service request has been submitted, customers should contact us as soon as possible.

Before provisioning begins, we may be able to accommodate certain changes.

After provisioning or configuration has begun, changes may be limited because technical resources may already have been allocated.

Any additional costs associated with a requested modification may be communicated where applicable.

21. Statutory Rights

Nothing in this Policy is intended to exclude, restrict, or limit any consumer rights that cannot lawfully be excluded or restricted under applicable law.

Where mandatory legal rights provide a customer with rights relating to cancellation, refunds, digital services, service quality, or other matters, those rights will apply to the extent required by law.

22. Policy Updates

NOVEL TECH TRADING LIMITED may update this Refund & Cancellation Policy from time to time to reflect changes in our services, technology, operational procedures, payment processes, or applicable legal requirements.

Any updated version will be published through the appropriate area of our website.

The effective date will be updated when material changes are made.

Customers are encouraged to review this Policy periodically.

23. Contact Information

For questions regarding cancellations, refunds, service termination, or service-related payment issues, 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 regarding the relevant service or transaction so that your request can be properly reviewed.

24. Acknowledgment

By requesting, purchasing, or using cloud server or related digital services from NOVEL TECH TRADING LIMITED, you acknowledge that these services are primarily digital and technology-based.

You understand that service provisioning may involve the allocation of technical resources, configuration, activation, and other work that may begin before or shortly after service activation.

Accordingly, cancellation or refund eligibility may depend on the status and extent of service provisioning and use.

NOVEL TECH TRADING LIMITED will review applicable cancellation and refund requests according to the circumstances of each request, the relevant service arrangement, and applicable requirements.

NOVEL TECH TRADING LIMITED

Last Updated: September 17, 2026