1. Policy Overview

This policy covers our technology services and physical pet products. Physical goods follow Section 1.1 and the general request process; Sections 2 to 4 and Section 7 concern software and professional services. Software cancellation fees, non-refundable categories and defect repair periods do not apply to physical goods. Nothing limits rights that cannot be excluded under applicable law.

1.1 Physical Goods: Delivery, Cancellation and Returns

• Shipping and delivery: Dispatch timing, shipping method, freight charges and destination are agreed in writing before payment. If availability or lead times change, we will discuss alternatives, a revised schedule, or cancellation and refund of the affected portion.
• Cancellation or change-of-mind returns: Contact us to check whether goods have been sourced, customized or dispatched. Return eligibility, request periods, product and packaging condition, return address and freight costs must be agreed in writing before ordering. Unagreed fees will not be introduced after sale.
• Incorrect, damaged or defective goods: Inspect goods on arrival and promptly provide the order reference, a description and available photos or shipping records. After review, we will arrange replacement, resupply or refund as appropriate and required by law. We cover reasonable return and replacement freight costs for issues for which we are responsible.
• Return arrangements: Obtain return instructions first to avoid shipping to an incorrect address. Change-of-mind restrictions for customized, used or hygiene-sensitive goods must be disclosed before purchase and do not affect defect claims or statutory rights.
• Cross-border orders: Duties, import taxes, customs clearance and return shipping follow the written terms agreed before payment and applicable regulations. Refunds of amounts collected by customs or other third parties must be checked with the relevant authority.
• Refunds: Approved refunds are returned to the original payment method under Section 5. Payment processing fees are not deducted for incorrect, damaged or defective goods. Other deductions apply only if agreed in advance and permitted by law.

2. Refund Eligibility

2.1 Before Project Initiation

If the project has not officially started (i.e., we have not begun any substantial work), clients can:

• Cancel the project within 7 days before the project kick-off meeting for a full refund (minus bank fees)
• Cancel 3-7 days before the project kick-off meeting for a 90% refund
• Cancel within 3 days before the project kick-off meeting for a 70% refund

2.2 During Project Execution

Once the project has officially started and is in progress:

• Completed work portions are non-refundable
• If the project cannot continue due to our reasons, fees for uncompleted portions can be refunded
• If the client requests project cancellation, they must pay for completed work plus a 20% cancellation fee on uncompleted work

2.3 After Project Completion

After project delivery and client acceptance confirmation:

• In principle, refund requests are not accepted
• If deliverables have significant defects, we will provide free fixes rather than refunds
• If deliverables seriously fail to meet project agreement requirements, we will evaluate refund requests

3. Non-Refundable Situations

We do not provide refunds in the following situations:

• Inaccurate or incomplete information provided by the client leading to project delays or issues
• Client requirement changes resulting in additional work or rework
• Client failure to provide timely feedback or necessary materials
• Third-party service or tool fees (such as API fees, software licenses, etc.)
• Post-project maintenance and support services
• Client unilateral decision to no longer need services, not due to service quality issues

4. Service Quality Assurance

4.1 Quality Commitment

We commit to:

• Deliver results that meet project agreement specifications and requirements
• Use industry best practices and standards
• Fix defects in deliverables within reasonable limits

4.2 Defect Repair Period

After project delivery, we provide:

• 30-day free defect repair period: Fix any technical defects or errors in deliverables
• 90-day quality assurance period: Provide free fixes for major functional issues
• Issues beyond these periods may require additional maintenance fees

5. Refund Request Process

5.1 Submitting a Request

To apply for a refund, please:

1. Send a refund request via email to contact@deepcore.tech
2. Provide detailed project information and reason for refund
3. Attach relevant project agreement and payment proof
4. Specify the expected refund amount and justification

5.2 Review Time

We will:

• Confirm receipt within 3 business days after receiving the request
• Complete the review and inform you of the decision within 10 business days
• Contact you promptly if more information is needed

5.3 Refund Processing

If the refund request is approved:

• The refund will be processed within 14 business days after approval
• The refund will be returned to the original payment method
• Bank processing may require an additional 3-5 business days
• Software service refunds may deduct agreed non-refundable third-party fees; physical goods follow Section 1.1

6. Dispute Resolution

If you disagree with the refund decision:

• You can request further explanation or re-evaluation
• We will arrange for senior management to review the case
• Disputes can be resolved through mediation or arbitration if necessary

7. Special Circumstances

7.1 Force Majeure

If the project cannot be completed due to force majeure (natural disasters, war, pandemic, etc.), both parties will negotiate a fair solution, which may include partial refund or project postponement.

7.2 Long-term Contracts

For long-term maintenance or subscription services:

• Can be canceled at the end of the subscription period without penalty
• Cancellation during the subscription period is non-refundable for the current period
• Annual subscriptions canceled within the first 30 days can be refunded pro-rata

8. Payment Disputes

If you dispute a charge:

• Please contact us immediately at contact@deepcore.tech
• You may still raise a dispute with your payment provider under applicable law; this policy does not limit that right
• We will negotiate a solution with you
• Chargebacks initiated without negotiation may affect continued service provision

9. Policy Modifications

We reserve the right to modify this Refund Policy. Any modifications will:

• Be published on the website with the updated policy
• Not affect already signed project agreements
• Apply the latest refund policy to new projects

10. Contact Us

For any questions about the Refund Policy, please contact:

DeepCore Technology Limited (深芯科技有限公司)

Email: contact@deepcore.tech

Phone: +852 3705 9033

Address: HONG KONG KWUN TONG KL NO.45 HOI YUEN ROAD YAU LEE CENTER UNIT 60 3/F

Business Hours: Monday to Friday 9:00-18:00 (Hong Kong Time)