Refunds & Cancellation

Effective date / Last updated: 2026-11-06

1. Scope

This policy covers any platform subscription or separately agreed service provided by SINCHENG TRADE LIMITED under the nelovirasolution brand. Registering an account or creating a campaign draft does not create a paid subscription, media order or automatic renewal.

2. Agreed service terms

If you order a paid service, its scope, fees, currency, billing basis, renewal and cancellation terms must be specified in your written agreement. We do not imply that an unlisted plan, billing interval or upgrade arrangement exists. Any taxes and changes to a service are handled in accordance with the agreement and applicable law.

3. Cancellation

To request cancellation or discuss a change, contact support@nelovira.com and identify your account and the relevant service. We will confirm how the request affects the agreed service and any future renewal. Pausing or archiving a campaign plan only changes that workspace record and does not cancel a separate service agreement.

4. Refund requests

Refunds are considered case by case except where a refund is required by law. We consider the agreed terms, the service actually supplied, the reason for the request and any error or service issue. No fixed refund period, percentage or automatic entitlement is promised by this policy beyond applicable legal rights. Contact support with relevant order or account information; do not send sensitive credentials.

5. Consumer protections

Nothing in this policy excludes or limits statutory consumer rights, including cancellation rights and remedies under applicable mandatory law. Where the law requires a refund or other remedy, it takes priority over an inconsistent contractual term.

6. Questions and updates

If you believe an invoice or charge is incorrect, contact support so we can review it. We may update this policy, subject to existing contractual and statutory rights and appropriate notice of material changes.

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