Refund Policy Refund Policy

Effective and last updated date:2026 Year 8 moon 30 day

1. Scope of refund

1. pass directly 21.hk Newly purchased standard cloud products for which refunds are clearly indicated on the order or product page,Available from the date of purchase 7 within calendar days(Including the day of purchase)Submit your application.
2. The order cannot be opened due to our fault, the payment is repeatedly deducted, or the delivery content is obviously inconsistent with the order.,Customers may submit a refund or correction request.
3. When there are more specific refund deadlines or conditions for specific products,The product, order or activity rules displayed when submitting the order shall prevail.;Applicable laws have other mandatory provisions,Follow its regulations.

2. Situations that are not applicable or require separate review

1. Orders after renewal, upgrade, migration, and configuration changes,Or resources that have been transferred or transferred.
2. Customized servers, independent servers, cabinets and hosting, domain names,SSL Certificates, software licenses, independence IP, dedicated lines, pay-as-you-go products and products that have incurred irrevocable third-party costs.
3. Event products are clearly marked as non-refundable,Or there may be other refund arrangements in the event rules.
4. Accounts or orders that are subject to abuse, attack, fraud, violation of terms of service, chargebacks, or other illegal activities.
5. Invoiced orders,The invoice should be voided or returned as required first.;Have signed a separate contract,The contract shall prevail.

3. Refund amount

conform to 7 Orders with daily refund conditions and without the above restrictions,In principle, the actual amount paid by the customer will be refunded;Used coupons, bonuses and promotional benefits are not redeemable for cash and will not be refunded. Applications that exceed the scope of refund without reason, have already incurred usage or irrevocable costs,We will explain the refundable amount and calculation basis during review,And processed after customer confirmation.

4. Application and review process

1. Log in to purchase account,Submit a support ticket through the user center,And provide the order number, product information and reason for refund.
2. we usually 1 to 3 Complete order, resource usage and payment status verification within 1 working day;Requires third party cooperation,Processing time may be extended.
3. After passing the review,We will stop or recall the corresponding services,And initiate a refund according to the confirmed amount. Please back up and migrate the required data before submitting your application.

5. Refund path and arrival time

In principle, approved refunds will be returned to the original payment method. Alipay International/Antom Electronic payment channels usually wait until a refund is initiated.1 to 3 Deposit within working days;Bank card is usually required 3 to 5 working days,Some bank or cross-border transactions may take longer,The final decision is subject to the processing progress of the payment institution or card issuing bank. When it is really not feasible to go back the way you came.,We will return to the 21HK Cloud account balance or other methods agreed by both parties.

6. Chargebacks and Repeat Chargebacks

To avoid duplication of processing,Please do not initiate a chargeback to the payment institution at the same time for a transaction for which a refund application has been submitted. If the transaction has entered chargeback, dispute or judicial proceedings,We will process it in accordance with the payment institution’s rules and applicable laws.,And the on-site refund process for the same transaction may be suspended.

7. Contact information and policy updates

If you need to apply for a refund or check the progress,Please log in 21HK Submit a support ticket in the Smart Cloud User Center. We may update this policy as required by product, payment institution or law;The updated version will be marked with an effective date on this page,It will not affect the rights that have been legally generated before the update.