LEGAL 04 — REFUND POLICY

Refund & Cancellation Policy

Last updated: 2026-10-05

1. Scope

This policy applies to services bought from The SuperGroup Holdings Limited, trading as SuperGroup Team ("we", "us"), under a quotation or statement of work (SOW). If your signed SOW says something different, the SOW applies.

2. Cancelling before work starts

Quotations are valid for 30 days. If you cancel in writing before the project kick-off meeting and within 7 days of paying a deposit, we refund the deposit in full, less any third-party costs we have already committed on your behalf (for example stock licences, location bookings or software subscriptions). These costs are listed in writing before we deduct them.

3. Fixed-scope projects (milestone payments)

• Each milestone is invoiced when it is reached.
• Milestones that have been delivered and accepted, or deemed accepted after 5 business days without written rejection, are non-refundable.
• If you cancel part-way through a milestone, you pay for work performed up to the cancellation date plus committed third-party costs. Any amount you prepaid beyond that is refunded.
• All work completed and paid for up to cancellation is handed over to you.

4. Monthly retainers

• Retainers are billed monthly in advance and have a minimum term of 3 months.
• After the minimum term, either party can end the retainer with 30 days' written notice.
• Fees for a month that has already started are non-refundable. If the notice period ends part-way through a month, the unused part of that month is refunded pro rata.
• Unused support hours have no cash value. Rollover of unused hours follows your contract.

5. Media production and licensed content

• If you cancel a confirmed shoot day less than 5 business days before it, crew, studio, equipment and location costs already booked are payable.
• Licence fees are non-refundable once the licence certificate is issued or the content is delivered. If licensed content is faulty or does not match its description, we replace it or refund the licence fee.

6. Advertising spend

Ad spend is paid by you directly to the advertising platforms, in ad accounts in your name. We do not hold or refund ad spend. Our management fee follows the retainer rules in section 4.

7. If we cannot deliver

If we cancel a project, or fail to deliver what the SOW specifies and cannot fix it within 30 days of your written notice, we refund the fees paid for the part that was not delivered.

8. Defects after launch

Every project includes a 3-month warranty against defects in the agreed specification. Defects reported in that period are fixed free of charge. A refund applies only if we cannot fix the defect.

9. Billing errors

Duplicate charges and billing errors are refunded in full once confirmed.

10. How to request a refund

Email contact@supergroupteam.com with your invoice number and the reason for your request. We acknowledge requests within 2 business days and give a decision within 10 business days. Approved refunds are paid within 14 business days to the original payment method, in the original currency. Your bank or card issuer may charge its own fees or apply exchange rate differences.

11. Questions and disputes

If you are unhappy with a decision, contact us first at contact@supergroupteam.com and we will review it. This policy is governed by the laws of the Hong Kong Special Administrative Region.