Last updated: September 2026 | English version is the governing text. In case of any discrepancy with translated versions, the English version prevails.
We want you to be confident ordering from us. This Policy explains when and how refunds are given for services purchased through this website. It forms part of our Terms of Service.
(a) Before we start work (you will receive an email confirming the start): full refund of the service fee, less any third-party costs already paid on your behalf which are non-recoverable (evidence provided).
(b) After work starts: no refund of the service fee for the then-current task, because professional time and provider engagement cannot be recovered; any unstarted follow-on tasks in the same order are refunded in full.
(c) First-order guarantee: if this is your first order with us and you are not satisfied with the deliverable, tell us within 14 days of delivery and before any follow-on order; we will re-do the deliverable once, and if you are still not satisfied, we will refund that order's service fee in full. This guarantee applies once per client and does not apply where the dissatisfaction arises from facts you did not disclose to us.
If we cannot provide a referral meeting the criteria agreed in your order confirmation within the stated timeline, the referral fee is refunded in full. Once a referral brief with the professional's credentials has been delivered to you, the referral fee is earned and non-refundable; fees for the referred professional's own services are between you and that professional and are not refundable by us.
Research scope and fee are fixed in the order confirmation before work starts. You may cancel at any point: findings already delivered are charged pro-rata per the confirmed milestone schedule, and the remainder is refunded. Third-party costs already incurred and non-recoverable (evidence provided) are deducted.
If we fail to deliver a service we charged for, or deliver it materially inconsistently with the agreed scope, you may choose: re-performance at our cost, or a full refund of that service fee, plus refund of any third-party cost not actually applied to your task.
Email vip@sinogateway.com with your order number and reason. We acknowledge within 3 business days and aim to resolve within 14 business days. Refunds are made by the original payment method (card via Stripe, AlipayHK, or bank transfer including FPS); processing time depends on your bank or payment provider, typically 5 to 10 business days after approval. Refunds are made in the currency of payment; currency conversion differences are not compensated.
Please contact us before raising a chargeback with your bank or card provider; most issues can be resolved faster directly. Where a chargeback is raised, we reserve the right to suspend related services and to dispute it with evidence.
SINOGATEWAY, Unit D3, 11/F, Luk Hop Industrial Building, No. 8 Luk Hop Street, San Po Kong, Kowloon, Hong Kong. Email: vip@sinogateway.com. Phone: +852 9021 8715.