Refund and Withdrawal Policy
Effective 11 November 2026
This policy forms part of the Terms of Service of TALDERMONT LIMITED. You can request a refund of unused paid Points at any time, including when you close your account. Paid Points do not expire through inactivity. This voluntary refund process is separate from any right you have to withdraw from a purchase or claim a remedy under consumer law.
Refund and withdrawal at a glance
- Unused paid Points. You can request a refund at any time. Paid Points do not expire through inactivity.
- Voluntary refund timing. We review requests within three business days and send approved refunds within 10 business days of approval. We do not deduct our payment processing fees.
- EU, EEA and UK consumer withdrawal. Subject to section 4, you have 14 days after the day you paid to withdraw from a Points purchase. We send the refund for a valid withdrawal within 14 days of receiving your notice.
- Used and promotional Points. The voluntary refund excludes used and promotional Points. Statutory remedies and corrections for billing errors remain available.
1 What we refund
We calculate voluntary refunds from the original purchase value of the unused paid Points available when you submit your request. USD 1 buys 100 Points. The maximum purchase per transaction is USD 2,000 or its equivalent (200,000 paid Points). We use the original purchase records to determine the amount due in the applicable payment currency. The Billing page shows the refundable quantity and its USD purchase value before you confirm.
Promotional Points are used first. Paid Points are used oldest purchase first. We allocate the refund to the purchase or purchases that supplied the unused paid Points. We can provide the calculation on request.
The voluntary refund covers unused paid Points. It excludes Points already used for processed API requests, including requests whose output you did not like, and promotional Points, including the potential one-time welcome grant of 100 Points. Welcome Points have no cash value and remain available while the account is open, subject to the abuse rules in the Terms of Service. Unused promotional Points end on closure. Paid Points cannot be cashed out or transferred. Your statutory withdrawal rights and remedies for billing errors or defective services remain available.
2 How to request an unused Points refund
Sign in, open Billing and select Request refund. You can also use the contact form or email us from the address registered to your account. Include the transaction reference if you have it. We place the requested Points on hold when you submit the request so they cannot be used during review. If we decline the request, we release the hold, subject to any lawful restriction.
Only the account holder can request a voluntary refund. A signed-in dashboard request verifies control of the account. For a request made by email or through the contact form, we may ask you to confirm it from your registered email address or provide the final four digits of the payment card. Use the support channel for this verification and keep your full card number private.
We acknowledge receipt by email and review requests within three business days. We may delay or decline a request while a payment is disputed or if we reasonably suspect fraud or a breach of the Terms. We explain the reason and provide reasonable updates if additional verification is needed, except where doing so is unlawful or could compromise an investigation. Statutory deadlines continue to apply.
3 How we return your payment
We send approved voluntary refunds within 10 business days after approval, without deducting our payment processing fees. Your payment provider may take additional time to post the refund. We normally return the amount to the original payment method in the original payment currency, up to the amount paid for the relevant Points. If you paid in a currency other than USD, we use the original order’s recorded conversion and payment amount. Any separately collected tax is adjusted or refunded as required by the applicable tax rules. Your issuer may apply its own exchange rate or fees.
An invoice for a card purchase does not change the refund route. If we agreed in writing to accept an invoiced bank transfer, we normally refund the originating account. If the original method is unavailable, we may agree an alternative after checking identity and payment ownership. The alternative must belong to the same payer. Any withholding required by law, or permitted deduction for fraud, a chargeback or a serious breach, is governed by section 9 of the Terms and applicable law. We refund the eligible unused amount remaining after any lawful deduction.
4 Consumer withdrawal in the EU EEA and UK
If you are a consumer in the EU, EEA or UK, you may withdraw from each Points purchase within 14 days after the day you paid, without giving a reason, subject to the applicable rules and any longer mandatory period. This section concerns cancellation of a purchase. It applies separately from the voluntary refund above.
Starting to use the Service during the withdrawal period
Purchased Points normally become available when payment is confirmed. If you ask for service to start during the withdrawal period, we may charge a proportionate amount for service supplied up to withdrawal only if the law permits it and we have complied with the applicable notice, express request and acknowledgement requirements. Where the law bars a charge, you bear no cost for that use. Any loss of the right after full performance applies only when the legal conditions are satisfied. If mandatory digital-content rules apply to a supply, their separate consent, acknowledgement and confirmation conditions govern any loss of the right. Using some Points does not automatically waive withdrawal for the purchase.
Sending your notice
Go to Billing, select Withdraw from contract here next to the purchase, and confirm. The website footer also links to Withdraw from a purchase. You may instead email or post a clear statement to the contact shown below. Sending the notice before the deadline is sufficient. We will acknowledge your notice by email without undue delay and include its contents and the date and time of submission for notices sent through the online function.
You may write, “I wish to withdraw from my purchase of Taldermont Points.” Add your name, account email, purchase date, amount, currency and transaction ID if available. You can use any clear statement of withdrawal.
Purchase confirmation and withdrawal refund
We email confirmation of each Points purchase and the number of paid Points credited. Where required, we include the information about withdrawal and record any express request or acknowledgement about early performance in that confirmation.
On valid withdrawal, we repay the payment for the relevant purchase, less only any charge permitted by law. We send the refund without undue delay and no later than 14 days after we receive your notice. We use the original payment method unless you expressly agree to a different one. We charge no refund fee.
5 Incorrect charges and chargebacks
Report a duplicate purchase, estimated stream charge, request that failed on our side but was billed, or any other billing discrepancy. Include the request or transaction ID if available. We review the usage and payment records, including whether a charge was estimated. If we verify an error, we restore the relevant Points or return the amount to the original payment method where possible. Mandatory remedies remain available.
You can contact us about a payment before disputing it with your bank. If a chargeback is opened, we may restrict the account while it is investigated. We may seek repayment and reasonable related fees for an unjustified chargeback where law permits. This policy preserves mandatory consumer remedies, including those that apply if the Service is misdescribed or supplied without reasonable care.
Contact
TALDERMONT LIMITED
Hong Kong Business Registration Number 81573444
Unit 704C, 7/F, Block 3, Nan Fung Industrial City, 18 Tin Hau Road, Tuen Mun, N.T., Hong Kong
For billing, refunds and withdrawals, email info@taldermont.com