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Refund and Cancellation Policy

This policy applies to services provided by KATO INFORMATION TECHNOLOGY CO., LTD. (Business Registration Number 60707143).

1. What happens when you cancel

There are four separate moments. They are not the same day.

You may cancel at any time through the customer portal. A portal cancellation stops the next renewal immediately.

You may also request cancellation by email to aiito@kato-tech.com.hk. An email request is effective when we receive it, subject to reasonable verification that it was sent by or on behalf of the account holder. If we receive a valid request before the renewal date but a renewal charge is nevertheless taken, we will refund that renewal charge.

2. Until your access ends

1. Because fees are paid in advance, the service keeps working until the end of the period you have paid for. Email continues to be sent, received and forwarded during that time.
2. We do not refund on a pro-rata basis where you cancel part-way through a month.

3. After your access ends

1. Your account is suspended. Email is no longer sent, received or forwarded, and your website is no longer served.
2. We keep your data for 30 days. If you subscribe again within that time, your account is restored.
3. After 30 days, the account, hosted email, website content and other service content are deleted and cannot be recovered. We may retain billing, transaction, security and legal records for longer where reasonably necessary or required by law.
4. Backups also expire after approximately 30 days.
5. Please export anything important before your access ends, not after.

4. Refunds

1. Given the nature of a digital service, we do not, as a rule, refund fees already paid.
2. Where a fault attributable to us leaves the main functions of the service continuously unusable for more than 24 hours, and you tell us, you are entitled to a refund or an extension of the fees corresponding to the period during which the service was not usable. You may choose which. We do not require you to show loss.

This does not apply where the service was unusable because of:

1. your own configuration or content;
2. a service you contract separately, or a failure outside our systems;
3. maintenance we notified in advance; or
4. your non-payment.

We do not offer a service level agreement. We monitor our servers from outside our own network and keep a record of the times they did not respond. That record does not show whether your particular website or mailbox was affected, or whether the cause was one we are responsible for. The period is determined from your report and our records, and we will tell you how we calculated it.

1. Where a fault attributable to us leaves the main functions unusable on three or more occasions in a month, each lasting more than four hours, or for more than 72 hours in total in a month, you may terminate the contract immediately and we refund the unused portion of any fees you have paid in advance. The exclusions in paragraph 2 apply here too.
2. These remedies do not affect any other right or remedy you may have. Taking a refund or an extension under paragraph 2 does not prevent you from pursuing any other claim.
3. There is no first-month refund or trial refund.
4. If we end the service ourselves — for reasons other than your breach of the Terms — we refund the unused portion of any fees you have paid in advance.
5. Nothing in this policy limits any right or remedy that cannot lawfully be excluded or restricted.

5. Setup fees

There are no setup fees.

6. Failed payments and chargebacks

1. If a payment fails, we suspend the service after a grace period of three days. The same 30-day rule then applies: your service content is kept for 30 days from suspension, and paying within that time restores the account. After 30 days it is deleted.
2. Where a chargeback is raised improperly, we may suspend the service or terminate the contract.

7. Domains

Where you hold a domain through us, transfer or expiry after cancellation follows our procedures and those of the registrar. Domain registration and renewal are charged separately from your subscription.

8. Added storage

1. Adding storage takes effect immediately. You are charged pro-rata for the remainder of the current billing period, and the full monthly amount from the next renewal.
2. Cancelling added storage also takes effect immediately, and we do not refund the remainder of the period you have paid for. Your storage allowance returns to the amount included in your plan.
3. Where reducing your storage would leave your allowance below the space you are actually using, we do not apply the reduction, because doing so would stop uploads and incoming email. We hold it until there is enough headroom.
4. Promotional prices revert to standard prices at the end of the promotional period.

9. Plan changes

Changing your plan takes effect immediately, whether you move up or down.

1. The difference for the remainder of the current billing period is calculated pro-rata.
2. Moving up: you are charged the difference for the remainder of the period, and the new monthly amount applies from the next renewal.
3. Moving down: the difference for the remainder of the period is credited and applied to your next invoice. We do not refund it to your card.
4. The customer portal shows the amount before you confirm. Please check it there.

10. Enquiries

Please contact aiito@kato-tech.com.hk.

Issued: 6 August 2026 / KATO INFORMATION TECHNOLOGY CO., LTD.