Refund & Cancellation Policy

1. Scope and Who This Applies To

This Refund & Cancellation Policy ("Policy") forms part of the Terms of Service of CEXRES AI Limited (Hong Kong) ("CEXRES", "we", "us") and applies to purchases made through cexres.com, including hourly, daily, weekly, monthly and per-use billing, and any purchase denominated or settled in Credits (CR). Quarterly and annual billing plans are not offered.

Nothing in this Policy removes or limits any mandatory consumer right, statutory cooling-off right or refund right you cannot contractually waive under the law of your country or region. In the event of a conflict, the mandatory law of your jurisdiction prevails.

2. Subscription Cancellation (Hourly / Daily / Weekly / Monthly)

You may cancel a recurring subscription at any time from your account or by contacting billing support. Cancellation stops future renewals and takes effect at the end of the current paid billing period.

Because each plan is billed for a defined, short billing period and access is provided immediately, fees already paid for the current (or any completed) billing period are non-refundable except where mandatory law requires a refund. No prorated refund is provided for unused time within the current period.

3. Per-Use Services and Digital Goods — Delivery and Acknowledgement

Per-use services include AI diagnoses, reports, strategy briefings, work sessions and other digital products that are generated and delivered on demand. These are digital goods supplied on a per-use basis.

You acknowledge and agree that, by confirming an order for a per-use digital product, you request immediate performance and delivery before the end of any cooling-off period, and that once the digital report or session has been generated and delivered, the service is treated as fully performed. Where permitted by mandatory law, you thereby acknowledge loss of any otherwise applicable cancellation right once delivery is complete.

If a delivered product is defective, not as described, or fails to meet the quality standard stated for its tier, you may request a correction, re-generation or revision rather than a refund, in the first instance, within 7 days of delivery with specific grounds.

4. Statutory Cooling-Off and Mandatory Consumer Rights (Carve-Out)

If you are a consumer located in a jurisdiction that grants a statutory right of withdrawal or cooling-off period for online or distance purchases (for example under the EU/UK Consumer Contracts Regulations and equivalent rules elsewhere), that right applies as required by your local law unless and until you have expressly requested and acknowledged immediate digital performance under section 3.

For goods or services that are not digitally delivered on demand, the statutory cooling-off period set by your jurisdiction applies, and we honour the longer of that period or any period stated here. To exercise a statutory right, contact billing support within the applicable period. Nothing here excludes or limits liability for death, personal injury, fraud, or any liability that cannot be limited by law.

5. Credits (CR) Are Not Refundable and Have No Cash Value

Credits are an internal, platform-only value unit. One United States dollar equals 100 Credits (1 USD = 100 CR). Credits are not legal tender, are not e-money, are not a stored-value instrument, cannot be transferred between accounts for cash, and cannot be redeemed, exchanged or refunded back into fiat currency or cryptocurrency.

Credits carry a balance ceiling of 20,000 CR per account and expire 30 days after allocation. Any unused Credits remaining after their expiry date are forfeited. Because Credits cannot be cashed out, purchases of Credits are not eligible for a monetary refund; where a qualifying service refund is owed and the purchase was made with Credits, any remedy provided will remain within the platform in accordance with applicable law.

Credits obtained through promotional grants, bonuses or trials carry no purchase value and are not refundable.

6. Payment Method Refunds

When a refund is owed under this Policy or mandatory law, it is issued to the original payment method used for the transaction:

• Card payments (processed by Stripe, PayPal or Airwallex): credited back to the original card or wallet, typically within 5–10 business days after approval, subject to the issuer’s processing time.
• PayPal account payments: returned to the originating PayPal account within approximately 5–10 business days after approval.
• Bank / wire transfers: returned by bank transfer, generally within 10–15 business days after approval, less any third-party bank charges that are not refundable to us.
• Cryptocurrency payments (processed by NowPayments): where a refund is legally owed, it is calculated and issued in the original cryptocurrency based on the network value at the time of refund settlement, subject to network fees and confirmation times. Cryptocurrency price movement is not a ground for refund.
• Credits: any platform-side remedy stays within the wallet and remains subject to the 30-day expiry and 20,000 CR ceiling.

7. Items Normally Non-Refundable

• Delivered on-demand digital reports and work sessions that conform to the described tier and quality standard (subject to section 3 and mandatory law).
• Consumed API usage and completed work sessions after delivery.
• Academy course access once the content has been accessed, and certification exam fees once an exam has commenced, except where mandatory law provides otherwise.
• Credits, promotional grants and any amount that has already expired or been consumed.
• Third-party bank, network, currency-conversion or crypto network fees that are outside our control.

8. Disputes, Chargebacks and Contact

We aim to resolve refund and quality issues directly and promptly. Before raising a payment dispute or chargeback, please contact us so we can attempt to resolve the matter; contacting us first does not limit your right to pursue a dispute with your bank or card provider or any statutory remedy.

For refunds, cancellations or quality disputes, contact billing@cexres.com with your order number and the reason for your request. We aim to acknowledge requests within 2 business days and to resolve qualifying requests without undue delay.

Refunds under this Policy are assessed by CEXRES AI Limited (Hong Kong). Registered company number and registered address are available on request and will be shown on formal invoices: [COMPANY REGISTRATION NUMBER — to be provided by CEXRES] / [REGISTERED ADDRESS — to be provided].

9. No Surcharges for Using a Payment Method

We do not charge any additional fee for the use of a particular payment method or instrument. Where surcharging is restricted by applicable law — for example, under the UK Payment Services Regulations 2017 (as amended by the Payment Services (Amendment) (EU Exit) Regulations) and the Payment Services Regulations 2025 ban on payment-card surcharges, and equivalent consumer-payment laws in other jurisdictions — the price shown is the price you pay regardless of the accepted card, wallet or account-based method you select.

If you believe you were charged an amount in excess of the displayed price in connection with a payment method, contact billing@cexres.com with your order number and we will investigate and, where due, refund the difference.