Refund policy

REFUND & CANCELLATION POLICY – VOUCH-LAB

Operated by Marketwintime Limited
Company Registration No.: 78877451
Registered Office: N0.5, 17/F, Strand 50, 50 Bonham Strand, Sheung Wan, Hong Kong

Last updated: 2025

This Refund & Cancellation Policy (“Policy”) explains the terms under which Users (“you”, “your”) may request a refund, cancellation, or adjustment relating to Services purchased through www.vouch-lab.com (the “Site”), operated by Marketwintime Limited (“we”, “us”, “our”). This Policy forms part of the binding Terms and Conditions of Vouch-Lab.

Clause 1 – General Principles

1.1 Vouch-Lab operates a voucher-based service model in which Users purchase specific marketing or creative services through prepaid vouchers. Due to the nature of digital services and the rapid execution timelines, refunds and cancellations are subject to strict conditions.
1.2 This Policy aims to balance User protection with the operational efficiency necessary for delivering high-quality digital services within defined scopes and deadlines.
1.3 By purchasing a voucher or engaging our Services, you acknowledge and agree to the terms of this Policy without limitation or reservation.

Clause 2 – Eligibility for Refunds

2.1 Refunds are generally available only where Services have not yet been initiated or where legal rights under applicable consumer protection laws mandate such refund.
2.2 A Service is considered “initiated” once the Publisher has allocated resources, scheduled work, or begun execution in reliance on the User’s order.
2.3 For clarity, if creative drafts, audits, strategies, or other deliverables have been prepared—even partially—the Service is deemed initiated and may not qualify for a full refund.
2.4 Refund eligibility is assessed on a case-by-case basis and at the sole discretion of the Publisher, subject to mandatory legal rights.

Clause 3 – Cancellation by the User

3.1 Users may request to cancel a voucher purchase within 14 calendar days of the order, provided that the Service has not yet been initiated.
3.2 Requests for cancellation must be made in writing via the official contact channels specified on the Site.
3.3 If a cancellation is approved, the refund will be processed using the same payment method as the original transaction, unless otherwise agreed.
3.4 Where only partial work has been performed at the time of cancellation, the Publisher reserves the right to deduct a reasonable fee proportionate to the work completed.

Clause 4 – Cancellation by the Publisher

4.1 The Publisher reserves the right to cancel an order at any time if:

  • The User has provided incomplete or inaccurate information necessary to deliver the Service;
  • The User fails to cooperate or provide required assets despite reminders;
  • Fraud, abuse, or misuse of the platform is suspected;
  • Force majeure or technical impossibility prevents the delivery of the Service.
    4.2 In such cases, the User may be entitled to a partial or full refund, depending on the stage of execution and the reason for cancellation.
    4.3 The Publisher will provide written notice to the User in the event of cancellation initiated by us.


Clause 5 – Refund Procedure

5.1 Refund requests must be submitted in writing, clearly identifying the order reference, the Service concerned, and the reason for the request.
5.2 Upon receipt of a valid request, the Publisher will acknowledge it within 5 business days and initiate an internal review.
5.3 Refunds, where approved, will be processed within 14 business days of approval.
5.4 The Publisher reserves the right to refuse or delay a refund where payment providers or financial institutions impose additional verification requirements.
5.5 Users are responsible for ensuring that payment details provided for the refund are accurate; the Publisher disclaims liability for errors resulting from incorrect banking information supplied by the User.

Clause 6 – Non-Refundable Services

6.1 Certain Services are expressly designated as non-refundable due to their nature, including but not limited to: customised brand design, personalised strategy documents, SEO keyword reports, creative assets, or any Service requiring third-party integration fees.
6.2 Where a voucher covers a Service that is executed within 24–48 hours (e.g., quick audits, micro brand kits, copy rewrites), the User expressly waives their right of withdrawal once the order is placed, in accordance with consumer protection principles applicable to digital services.
6.3 Services that have already been fully executed are strictly non-refundable, even if the User is dissatisfied with the subjective outcome, provided the deliverables conform to the scope agreed at purchase.


Clause 7 – Force Majeure and Exceptional Circumstances

7.1 The Publisher shall not be held liable for delays, interruptions, or cancellations resulting from force majeure, defined broadly to include natural disasters, strikes, epidemics, cyberattacks, governmental restrictions, or service provider failures.
7.2 In such events, Services may be suspended or rescheduled without refund obligations. However, at the Publisher’s discretion, Users may be offered credits or partial refunds if the disruption renders execution impossible.
7.3 Users affected by force majeure on their side (e.g., inability to provide data due to company closure or legal restrictions) are required to notify the Publisher immediately. Such cases will be handled on a case-by-case basis, but refunds are not automatically guaranteed.


Clause 8 – Delays in Service Execution

8.1 While the Publisher endeavours to meet all delivery timelines indicated in the catalogue (e.g., 2–3 days, 7–10 days), such timelines are estimates and not binding commitments.
8.2 Delays caused by the User (e.g., late provision of content, approvals, or feedback) do not entitle the User to cancellation or refund.
8.3 Minor delays attributable to operational factors (e.g., staff availability, tool updates, or unexpected workload spikes) do not trigger refund eligibility.
8.4 Where significant delays (exceeding 30 days) occur solely due to the Publisher’s fault, the User may request either a partial refund or a service credit, depending on the status of the work already completed.


Clause 9 – Price Adjustments and Corrections

9.1 Prices displayed in the catalogue are fixed at the time of purchase; subsequent changes to catalogue pricing do not entitle Users to refunds or adjustments.
9.2 If an error occurs in pricing (e.g., typographical mistake), the Publisher reserves the right to correct the price and either:

  • Offer the User the option to proceed at the correct price; or
  • Cancel the order and issue a refund.
    9.3 Promotional vouchers or discounts are valid only for the period indicated and cannot be retroactively applied to past purchases.


Clause 10 – Credits and Service Replacement

10.1 Instead of refunds, the Publisher may offer credits equal to the value of the voucher purchased, which can be applied toward future Services within a validity period of twelve (12) months.
10.2 In certain cases, at the Publisher’s discretion, Users may be offered a replacement Service of equivalent value if the originally purchased Service cannot be delivered.
10.3 Credits and replacement Services are not transferable or redeemable for cash.
10.4 Acceptance of credits or replacement Services by the User constitutes a final settlement, and no further refund claims will be entertained for the same order.

Clause 11 – Disputes and Resolution of Refund Claims

11.1 In the event of a dispute regarding eligibility for a refund or cancellation, the User must first attempt to resolve the matter directly with the Publisher through the official contact channels.
11.2 The Publisher commits to handling refund-related disputes in good faith and within a reasonable timeframe, providing written explanations for any decision taken.
11.3 If no agreement can be reached, both Parties agree to seek amicable resolution through negotiation or mediation before considering legal action.
11.4 Users located in jurisdictions granting additional statutory rights may exercise those rights, provided they notify the Publisher in advance and allow for internal resolution efforts.


Clause 12 – Chargebacks and Payment Disputes

12.1 The User agrees not to initiate a chargeback with their financial institution without first contacting the Publisher and allowing a reasonable opportunity to resolve the matter.
12.2 Unauthorised or unjustified chargebacks constitute a breach of these Terms and may result in suspension of Services, account termination, and legal action to recover losses.
12.3 If a chargeback is initiated and later reversed in favour of the Publisher, the User shall remain liable for all associated fees, administrative costs, and damages.
12.4 The Publisher reserves the right to share details of fraudulent chargebacks with relevant payment processors, financial institutions, or authorities.


Clause 13 – User Obligations in Refund Requests

13.1 The User must provide complete and accurate information when submitting a refund or cancellation request, including order reference, date of purchase, and clear justification.
13.2 Failure to provide requested information or supporting documents may result in rejection of the request.
13.3 The User undertakes to act in good faith and refrain from abusive practices such as repeated unfounded refund claims or misuse of statutory rights.
13.4 Any fraudulent activity, including falsifying claims or misrepresenting facts, will result in immediate refusal of refunds and potential legal action.


Clause 14 – Limitation of Liability in Refund Matters

14.1 The Publisher’s liability for refund-related claims shall in no case exceed the total amount actually paid by the User for the specific Service concerned.
14.2 The Publisher shall not be held liable for indirect, incidental, or consequential damages, including but not limited to loss of business opportunities, goodwill, or anticipated profits arising from cancellation or refund disputes.
14.3 Refund rights are limited to the scope explicitly set out in this Policy and cannot be expanded by implied terms, User expectations, or verbal statements.
14.4 The Publisher disclaims liability for refund delays caused by third-party payment processors, banks, or other financial intermediaries.


Clause 15 – Procedure for Formal Complaints

15.1 If a User is dissatisfied with the handling of a refund or cancellation request, they may submit a formal complaint in writing, clearly stating the facts, evidence, and desired outcome.
15.2 The Publisher will acknowledge receipt of the complaint within 7 business days and provide a substantive response within 30 calendar days.
15.3 If the User remains unsatisfied after the Publisher’s response, they may escalate the matter to mediation or arbitration in accordance with the Terms and Conditions.
15.4 Lodging a formal complaint does not exempt the User from payment obligations or entitle them to suspend ongoing transactions without prior approval.

Clause 16 – Special Exceptions

16.1 In rare circumstances, the Publisher may approve a refund outside the strict framework of this Policy, provided that the User demonstrates extraordinary justification (e.g., double payment, technical billing error).
16.2 Such exceptions are discretionary and do not create precedent or obligation for future requests.
16.3 Any refund granted under this clause will be documented in writing and communicated to the User as a final settlement.
16.4 Users acknowledge that goodwill refunds are exceptional and cannot be demanded as a right.


Clause 17 – Partial Refunds and Adjustments

17.1 Where Services have been partially delivered, the Publisher may, at its discretion, issue a partial refund proportionate to the work completed.
17.2 The value of partial refunds is assessed objectively, based on hours invested, deliverables produced, or external costs incurred.
17.3 In no case shall partial refunds exceed the difference between the amount paid and the fair value of the Service already delivered.
17.4 Adjustments may also be offered in the form of credits or replacement Services rather than monetary refunds.


Clause 18 – Shared Responsibility with Third-Party Providers

18.1 Some Services rely on third-party platforms (e.g., advertising networks, hosting, analytics tools). The Publisher cannot be held responsible for interruptions, costs, or failures arising from such providers.
18.2 Where refunds depend on reimbursement from a third party, the Publisher’s obligation is limited to transmitting the claim; the final decision lies with the external provider.
18.3 The User accepts that refunds related to third-party integrations may take longer and are not guaranteed unless expressly confirmed in writing.
18.4 No liability is accepted for losses or damages caused by third-party policies or pricing changes.


Clause 19 – Banking and Processing Delays

19.1 Refunds approved by the Publisher are initiated promptly, but the actual transfer time depends on banks, card issuers, or payment processors.
19.2 Standard processing times range from 5 to 14 business days, though in some jurisdictions they may take longer.
19.3 The Publisher disclaims liability for delays caused by financial intermediaries or international transfer processes.
19.4 Users are encouraged to contact their bank directly if a refund confirmation has been issued but funds have not appeared within the standard timeframe.


Clause 20 – Account Termination and Settlement of Balances

20.1 Upon closure or termination of a User account, all outstanding balances must be settled before any refund can be processed.
20.2 The Publisher may deduct unpaid fees, penalties, or other amounts due before issuing a refund.
20.3 Termination of the account by the User does not automatically entitle them to a refund of unused vouchers, unless expressly provided by this Policy.
20.4 Any refund following account closure constitutes a final settlement between the Parties, with no further claims admissible.

Clause 21 – Fraudulent or Abusive Behaviour

21.1 The Publisher reserves the right to refuse or revoke any refund request suspected of fraud, abuse, or manipulation of the Policy.
21.2 Examples include but are not limited to: repeated refund claims for different Services without valid basis, attempts to exploit statutory withdrawal rights while knowingly approving immediate execution, or use of stolen payment instruments.
21.3 In cases of fraud, the Publisher may suspend or permanently close the User’s account, retain payments received, and initiate legal proceedings for recovery of damages.
21.4 Fraudulent behaviour may also be reported to payment processors, financial institutions, or competent authorities.


Clause 22 – International Refund Claims

22.1 As Vouch-Lab operates internationally, refund claims may involve Users located in jurisdictions with different consumer protection laws.
22.2 Where local law provides stronger rights than this Policy, those rights shall apply, provided the User notifies the Publisher and proves legal applicability.
22.3 Refunds involving international payments may be subject to additional charges, exchange rate variations, and longer processing times beyond the Publisher’s control.
22.4 Users accept that international claims will always be governed primarily by the laws of Hong Kong, unless otherwise mandated by mandatory consumer law.


Clause 23 – Limitation and Prescription of Claims

23.1 Any claim for refund or cancellation must be submitted within six (6) months of the original purchase date, failing which it shall be deemed time-barred.
23.2 Claims submitted after this period will not be accepted, except where mandatory statutory rights impose a longer limitation period.
23.3 The Publisher may, at its discretion, consider late claims if exceptional circumstances are demonstrated, but without obligation.
23.4 This limitation ensures clarity, stability, and finality in commercial relationships between the Parties.

Clause 24 – Modifications to the Refund & Cancellation Policy

24.1 The Publisher reserves the right to update, amend, or replace this Policy at any time, in whole or in part, without prior notice, provided such modifications do not unlawfully restrict Users’ statutory rights.
24.2 Where significant changes are introduced, the Publisher will endeavour to notify Users via the Site or by email where possible.
24.3 Continued use of the Site or purchase of vouchers after changes are published constitutes acceptance of the updated Policy.
24.4 Users are responsible for reviewing the latest version of this Policy regularly to stay informed of applicable terms.

Clause 25 – Final Provisions

25.1 This Policy is complementary to the Terms & Conditions and Supplementary Service Terms of Vouch-Lab. In case of conflict, the Terms & Conditions prevail.
25.2 If any provision of this Policy is declared invalid or unenforceable, the remaining provisions shall remain in full effect.
25.3 This Policy is governed by and construed in accordance with the laws of Hong Kong, and any disputes shall be subject to the exclusive jurisdiction of the competent courts of Hong Kong, without prejudice to mandatory consumer rights elsewhere.
25.4 By purchasing vouchers or using our Services, the User acknowledges having read, understood, and accepted the terms of this Policy in full.