退款及取消政策Refund and Cancellation Policy

1. 適用範圍及訂約方 Scope and parties

本政策適用於閣下向香港藍色鯨魚人工智能科技有限公司購買的所有數碼訂閱、通行證及用量額度，並構成本公司條款及細則的一部分。本公司為該等購買的收款商戶，付款金額及幣種（港元或美元）於結帳時顯示。

This Refund and Cancellation Policy (the “Policy”) applies to every paid plan, subscription, fixed-term pass and prepaid credit purchase (together, “paid services”) that you buy from Hong Kong Blue Whale AI Technology Limited (香港藍色鯨魚人工智能科技有限公司) (“we”, “us” or “the Company”), a private company limited by shares incorporated in the Hong Kong Special Administrative Region, with its registered office and principal place of business at Room A5, 7/F, Astoria Building, No. 34 Ashley Road, Tsim Sha Tsui, Kowloon, Hong Kong SAR.

The Company is the merchant of record for purchases made through whaletech.hk and through the Whaletech AI products that it operates, such as Whale LaTeX. Your card is billed by the Company, and the exact amount and currency (HKD or USD) are shown to you before you confirm payment.

This Policy forms part of our Terms and Conditions (the “Terms”). Words defined in the Terms have the same meaning here. If this Policy and the Terms differ on the subject of cancellation or refunds, this Policy applies.

In this Policy: a “billing period” is the period that one payment covers, whether a month, a year or the fixed term of a pass; your “first purchase” of a product is the first payment you make for that product; and a paid service is “materially unused” when its paid features have been used only to the extent needed to see whether the product suits you, and not for any production, commercial, bulk or automated purpose. We assess use from the usage records of your account.

2. 服務交付 Delivery of services

本公司所有服務均為數碼服務，付款確認後自動開通至閣下的帳戶，通常於數分鐘內，最遲不超過 24 小時；不寄送實物，亦不收取運費。如付款後 24 小時仍未能使用，請電郵本公司，本公司會為閣下開通服務或全數退款。

Everything we sell is digital. Access to a paid service is provisioned to your account automatically once our payment processor confirms your payment, normally within minutes and in every case within 24 hours. Nothing physical is shipped, and no shipping or handling fee is charged.

If you cannot use the paid service within 24 hours of payment, email hello@whaletech.hk from the email address on your account and attach your receipt. We will either provision access or, if you prefer, refund the payment in full.

Some services may not be available in jurisdictions where their provision is restricted by law. If we are unable to provide a paid service to you for that reason, we will refund the payment in full.

3. 取消訂閱 Cancelling a subscription

閣下可隨時取消訂閱：於產品內的帳戶或帳單設定操作（如有提供），或電郵 hello@whaletech.hk。取消於當前計費週期結束時生效，其後不再收費；閣下可繼續使用至該週期結束。免費計劃及一次性購買無需取消。

You can cancel a subscription at any time, either from the account or billing settings inside the product where that control is offered, or by emailing hello@whaletech.hk from the email address on your account. We confirm every cancellation by email within 2 business days (Hong Kong time).

Cancellation takes effect at the end of the current billing period. You keep access to the paid features until then, and no further charges are made after that date. Cancelling does not by itself refund the current billing period; refunds are governed by section 4.

To avoid being charged for the next billing period, cancel before it begins. A renewal that was charged although you meant to cancel is covered by section 4.3.

Free plans have nothing to cancel: simply stop using the service, or close your account as described in the Terms. One-time purchases, such as a fixed-term pass or a prepaid credit balance, do not renew and do not need to be cancelled.

4. 退款 Refunds

首次付款後 7 天內，如服務未有實質使用，可獲全數退款。續期收費如於收費後 7 天內提出，且續期後未有使用，全數退回。預付額度可於購買後 7 天內就未使用部分退款。重複或錯誤收費一律全數退回，無需任何使用審核。其他情況一般不設退款，惟本公司可酌情按比例退還未使用的部分。退款金額為閣下實際支付的金額及幣種。

4.1 首次購買 · First purchase

If you are not satisfied with a paid service, you may request a full refund of your first purchase of that product within 7 days of the payment date, provided the paid service is materially unused (section 1). One first-purchase refund is available per product for each customer.

4.2 逾期或已使用 · After the first 7 days, or after material use

Otherwise, payments are not refundable and the paid service continues to the end of the billing period you have paid for. We may, at our discretion, refund the unused part of the current billing period on a pro-rata basis, for example where a fault on our side prevented you from using the service for a substantial part of the period.

4.3 續期收費 · Renewal charges

If a subscription renews and you tell us within 7 days of the renewal charge that you did not intend to continue, we will refund the renewal payment in full, provided the paid features have not been used since the renewal, and we will cancel the subscription with immediate effect. In every other case section 4.2 applies to renewal payments.

4.4 一次性購買 · One-time purchases

A fixed-term pass is treated as a first purchase and may be refunded under section 4.1. A prepaid credit balance may be refunded within 7 days of purchase for the part of the balance that has not been used.

4.5 重複或錯誤收費 · Duplicate or erroneous charges

We refund in full, without any usage test, any charge that was made twice for the same order, any charge made after we confirmed your cancellation, and any charge that does not match the amount and currency shown to you at checkout.

4.6 服務故障 · Service failure

If we fail to provision a paid service within 24 hours of payment (section 2), or if the paid service is unavailable for a substantial part of a billing period for reasons within our control, you may request a full or pro-rata refund for the affected period.

4.7 金額及幣種 · Amount and currency

A refund is the amount you actually paid for the charge concerned, in the currency in which it was charged and after any promotional discount. We do not refund fees or exchange-rate differences applied by your card issuer or bank, and we cannot compensate for movements in exchange rates between the date of the charge and the date of the refund.

5. 不獲退款的情況 What we do not refund

以下情況不獲退款：帳戶因違反條款及細則而被暫停或終止；以欺詐方式或以無權使用的付款方式取得的服務；免費計劃、免費試用及優惠期（因無付款）；第三方（如發卡機構或銀行）向閣下收取的費用；以及同一收費已透過退單獲得退還。第 4.5 及 4.6 條或法律另有規定者除外。

Except where section 4.5 or 4.6 applies, or where the law requires otherwise, we do not refund:

• payments for a paid service that has been used in breach of the Terms, including where the account has been suspended or terminated for that reason;
• payments made through fraud, or with a card or account that you were not entitled to use;
• free plans, free trials and promotional periods, because nothing has been paid;
• fees charged to you by third parties, such as your card issuer or bank;
• a charge that has already been returned to you through a chargeback (section 8).

6. 如何申請退款 How to request a refund

請以帳戶登記的電郵地址發信至 hello@whaletech.hk，標題註明「退款申請」，並附上訂單編號或收據、產品及計劃名稱、付款日期、金額及幣種，以及退款原因。本公司會於 2 個工作天內（香港時間）確認收到，並於收齊所需資料後 5 個工作天內回覆決定。

Email hello@whaletech.hk from the email address on your account, with the subject line “Refund request”, and include: the order number or the receipt you received from our payment processor; the product and plan; the date, amount and currency of the charge; and the reason for the request. We may ask for further information to identify the charge.

We acknowledge every request within 2 business days and aim to give you a decision within 5 business days of receiving the information we need. Business days are Monday to Friday, Hong Kong time (HKT), excluding Hong Kong public holidays.

You do not need to give a reason for a first-purchase refund under section 4.1, although a sentence about what did not work for you helps us improve the product.

7. 處理時間及退款方式 Processing and timing

獲批的退款只會退回原付款方式，由本公司的支付服務供應商於批核後 5 個工作天內發出；其後通常需 5 至 10 個工作天顯示於閣下的帳單，實際時間視乎發卡機構而定。本公司不以現金、另一張卡或其他帳戶退款。退款發出後本公司會電郵通知閣下。

Approved refunds are returned only to the original payment method used for the charge. We instruct our payment processor to issue the refund within 5 business days of approval. Your card issuer or bank then posts it to your account, which typically takes a further 5 to 10 business days depending on the issuer; some issuers show a refund only on the next statement.

We do not refund in cash, to a different card, or to a bank account or wallet that was not used for the original payment. If the card used has since been closed, the issuer will usually route the refund to your replacement card or account; please contact your issuer if a refund has not appeared 15 business days after we confirm it.

We email you when a refund has been issued. Keep that email and your original receipt for your records.

8. 退單 Chargebacks

如閣下對任何收費有疑問，請先聯絡本公司，通常可直接並更快解決。閣下亦可隨時向發卡機構行使權利；本公司會配合發卡機構及卡組織處理爭議，並提供訂單、交付及使用記錄。如同一收費的退款正在處理，本公司會取消該退款，以免重複退回。

If you do not recognise a charge or believe it is wrong, please contact us first at hello@whaletech.hk. Most concerns can be resolved directly, and faster than a dispute raised through your card issuer.

You are always free to exercise your rights with your card issuer. If you file a chargeback, we will cooperate with the issuer and the card scheme and may provide them with records of the order, the delivery of the service and its use. If a refund for the same charge is already in progress, we will cancel that refund so that the amount is not credited twice; if it has already been issued, we will say so in our response to the dispute.

Where a dispute is raised for a charge that was correctly made and delivered, we may suspend the account concerned as set out in the Terms.

9. 法定權利 Your statutory rights

本政策不影響閣下在適用法律下不可以協議排除的權利，包括香港特別行政區法律及閣下居住地的強制性消費者保障法律。如該等法律給予閣下較本政策更長或更有利的取消或退款權利，概以法律為準。

Nothing in this Policy limits or excludes any right that you have under applicable law and that cannot be excluded by agreement, including under the laws of the Hong Kong SAR and any mandatory consumer-protection law of the place where you live. Where such a law gives you a longer or more favourable right to cancel or to obtain a refund, that right applies in place of the corresponding part of this Policy.

10. 管轄法律及司法管轄權 Governing law and jurisdiction

本政策及閣下所作的任何購買均受香港特別行政區法律管轄；香港特別行政區法院對有關爭議有專屬管轄權。

This Policy, and any order you place with Hong Kong Blue Whale AI Technology Limited (香港藍色鯨魚人工智能科技有限公司), are governed by and shall be construed in accordance with the laws of the Hong Kong Special Administrative Region. Your order is processed in accordance with Hong Kong SAR law. Subject to section 9, you agree that the courts of the Hong Kong SAR have exclusive jurisdiction to settle any dispute arising out of or in connection with this Policy or your order.

11. 政策變更 Changes to this Policy

本公司可能不時更新本政策，並於本頁公布新版本、版本編號及生效日期；重大變更會於生效前以電郵或產品內通知。適用於某項購買的版本，為閣下付款當日生效的版本。

We may update this Policy from time to time. The current version, its version number and its effective date are shown at the top of this page, and we will announce material changes by email to account holders or by a notice inside the product before they take effect. The version of this Policy that applies to a purchase is the version in effect on the date of that payment.

Version 1 of this Policy was issued on 16 Sep 2026 and takes effect on the same date.

12. 聯絡 Contact

退款及取消事宜，請電郵 hello@whaletech.hk；本公司於 2 個工作天內（香港時間）回覆。郵寄地址：香港九龍尖沙咀亞士厘道34號天星大廈7樓A5室。

Questions about cancellation or refunds, and refund requests themselves, go to the Company at the address below. We reply within 2 business days (HKT, Monday to Friday, excluding Hong Kong public holidays). Please write from the email address on your account so that we can match your request to your order.