Refund Policy

Last updated: 10 July 2026. This Policy forms part of our Terms of Service. The English version is authoritative; the complete Chinese translation is provided for convenience. Nothing in this Policy limits statutory rights that cannot lawfully be excluded.

1. How to request a refund or cancellation

Email info@tjnovaltd.com with the product name, account email, order or transaction reference, purchase date, reason and relevant evidence. Do not send passwords or full payment-card numbers. We aim to acknowledge the request within 5 business days, although investigation may take longer where a provider, shipment or technical record must be checked.

2. Statutory rights

Consumers may have rights where goods are faulty or not as described, digital content is faulty, or services are not supplied with reasonable care and skill. Depending on location and product type, consumers may also have a cooling-off period for distance contracts. These rights apply regardless of narrower commercial eligibility stated below.

3. Digital content and immediate supply

For downloads, generated files, access keys, reports and other digital content, any statutory right to cancel may end once supply begins if you expressly consented to immediate supply and acknowledged the resulting loss of the cancellation right. If those conditions were not met, your statutory cancellation right remains available as required by law. Faulty or materially misdescribed digital content remains eligible for the remedies required by law.

Outside mandatory rights, completed downloads, delivered reports, generated outputs and consumed usage credits are normally non-refundable because they cannot be returned. If access fails because of our system, contact support so we can restore access, redeliver or provide an appropriate remedy.

4. Services and custom work

You may request cancellation before work begins for a full refund of the unperformed service. If you asked us to start during a statutory cancellation period, we may deduct a proportionate amount for work supplied up to cancellation where law permits. Once custom work has been completed or materially performed, fees are normally non-refundable except for defects, failure to follow the agreed brief or other rights required by law.

Revision limits, acceptance criteria, client dependencies and delivery windows stated in a product page, order form or statement of work apply. A change of preference after delivery is not by itself a defect.

5. Subscriptions and usage credits

Cancellation stops future renewal when completed before the next billing date. It does not normally refund the current billing period, but access continues until that period ends unless the Service states otherwise. Unused credits are refundable only where the purchase terms or law require it. We will correct duplicate renewals and billing errors after verification.

6. Physical goods

Where a statutory distance-selling cancellation right applies, consumers may generally notify us within 14 days after receiving goods and return them within the following 14 days. Goods must be handled only as reasonably necessary to inspect them; we may deduct for diminished value caused by excessive handling. Unless goods are faulty, misdescribed or the product page says otherwise, the customer bears return postage. Original standard outbound delivery is refunded where law requires, but premium delivery upgrades need not be.

Exceptions may apply to personalised or made-to-order goods, sealed goods unsuitable for return for health or hygiene reasons once unsealed, perishable goods and other categories defined by law. Faulty, damaged or incorrect goods should be reported promptly with photographs and packaging details. Do not return an unsafe battery or damaged electrical item before receiving handling instructions.

7. Pre-orders

A pre-order may be cancelled for a full refund before dispatch unless clearly disclosed customisation has begun and law permits a proportionate deduction or cancellation exception. If we cancel the product or cannot supply it within a revised timeframe you accept, we will offer cancellation and refund. VIGIL remains a final engineering sample with certification not yet completed; pre-order communications must not be read as confirmation of completed CE, FCC or RoHS certification.

8. Knowledge GEO Atlas and time-bound reports

The stated Knowledge GEO Atlas offer is $99 and delivered within 24 hours after completed intake. Before intake is submitted or work begins, cancellation is eligible for a full refund. After work begins, any refund may be reduced by the proportion already performed where lawful. After a conforming report is delivered, the fee is normally non-refundable except for material non-conformity or mandatory rights. No refund is due solely because traffic, indexing, AI citation or ranking did not improve, because those outcomes are not guaranteed.

9. Failed payments, duplicate charges and chargebacks

If a payment fails, duplicates or appears incorrect, contact support promptly. TJ NOVA LTD does not operate as a bank, wallet, money transmitter or regulated payment service provider. Payments and reversals are executed by third-party payment providers or through the applicable manual-payment route. We will verify our order records and request correction from the provider where appropriate.

You retain any right to dispute a transaction with your payment provider. Contacting us first may produce a faster correction. We may suspend the associated account while a chargeback or fraud report is investigated and provide order evidence to the provider, but we will not penalise a good-faith exercise of statutory rights.

10. Refund method and timing

Approved refunds are normally returned to the original payment method and currency. Provider processing and bank settlement times are outside our control and can take up to 10 business days after approval, sometimes longer for international or manual routes. Where the original route cannot receive a refund, we will agree a lawful alternative after identity and ownership checks.

11. Abuse and contact

We may refuse a discretionary refund where there is evidence of fraud, material policy abuse, repeated consumption followed by refund requests, or misuse of access, while preserving mandatory rights. Product, order and refund support: info@tjnovaltd.com.