This policy sets out when services can be cancelled and when money is refunded. It forms part of the Terms of Service.
1. The position under Hong Kong law
- Hong Kong law does not give a general cooling-off period or unconditional right of return for services bought online (the European 14-day right of withdrawal does not apply in Hong Kong).
- We are nonetheless bound by the Supply of Services (Implied Terms) Ordinance (Cap. 457) to provide the services with reasonable care and skill. If we fail to do so you are entitled to a remedy (re-performance or a price reduction) and, where that is not possible, to damages.
- Under the Trade Descriptions Ordinance (Cap. 362) we must not make false or misleading statements about the service; the prices and descriptions on this site are accurate.
2. Domain fees: not refundable once registered
The fee for registering, renewing or transferring a domain is paid over to the registrar and registry, irrevocably, at the moment the order succeeds. Therefore:
- A registered domain is not refundable, including where you registered a name you did not need or changed your mind shortly afterwards.
- A renewal is not refundable. Once processed, the registration term is extended and cannot be reversed.
- A transfer-in fee is not refundable, as it is paid to the registry when the transfer is submitted.
- A redemption/restore fee is not refundable; the registry charges it.
- Where a domain fails to register because of our error (for example a system fault that double-charges you), we refund in full.
3. Other services
- Services other than domains are billed in advance for the period. If you cancel during the period, the part already used is not refundable and the unused part may be returned to your account credit.
- If we terminate a service without cause, we refund the unused portion pro rata.
- If a service is terminated because you breached the Terms of Service or the Acceptable Use Policy, no refund is due.
- An outage caused by force majeure is not a ground for a refund, but we provide credits under the Service Level Agreement.
4. Duplicate and erroneous charges
If you spot a duplicate or incorrect charge, tell us within 60 days of the order and we will refund the excess in full once verified.
5. How to request a refund
- Email h@ry.hk with your account email, the order or invoice number, and the reason.
- We reply within 3 working days and, if approved, pay within 5 to 10 working days.
- Refunds normally go back to the original payment method; if that is not possible we may credit your account balance, or refund another way with your agreement.
- Where an amount is not refundable under Hong Kong law, we will explain why.
6. Chargebacks
If you dispute a charge, please contact us first - most issues are settled faster that way. If you raise a chargeback directly with your bank or payment provider and it succeeds, we may suspend the service, recover the domain service already delivered, and pass on the dispute fee our payment provider charges us.
7. Currency and fees
Refunds are calculated in the original transaction currency. Differences caused by exchange rate movement or by charges your bank imposes are not borne by us.