Refund & Cancellation Policy

Refund & Cancellation Policy Last updated: October 17, 2026 This Refund & Cancellation Policy applies to all purchases of Coins and VIP Memberships on the HitReel TV website (hitreeltv.com) and HitReel TV apps. It forms part of our Terms of Use and Membership Agreement. If any refund or cancellation wording in those documents or in the Recharge Notice conflicts with this Policy, this Policy prevails. Merchant: Hong Kong InkTime Media Limited (registered in Hong Kong, Company Registration No. 80378986). All prices are charged in USD. Charges appear on your statement as "HitReel TV". 1. Auto-Renewing Memberships 1.1 VIP Memberships paid by card, PayPal, Apple Pay or Google Pay on our website are subscriptions. They renew automatically at the end of each billing period until you cancel. 1.2 Before you pay, the checkout page shows the amount charged today, the renewal amount and the billing period (for example, "USD 19.99 every week"). Each renewal is charged at the renewal price shown at checkout. If we change the price, we will notify you in advance, and the new price applies only to renewals after that notice; you can cancel before then. 1.3 Renewals are charged on, or up to 24 hours before, the renewal date shown in Settings → Membership. 1.4 Memberships bought with a local payment method marked "One-time · no auto-renewal" are single purchases and never renew. 2. How to Cancel — Anytime, Self-Service 2.1 You can cancel at any time by yourself, without contacting us and without any notice period: Mine → Settings → Membership → "Cancel auto-renewal" (direct link after signing in: https://hitreeltv.com/en/settings/membership). 2.2 Cancellation takes effect immediately: no further renewal will be charged. Your VIP does not end when you cancel — you keep VIP access until the end of the billing period you have already paid for. This also applies if you cancel within 48 hours after a renewal has been charged (see 3.2(b)). 2.3 To stop the next renewal, cancel before it is charged (see 1.3). If a renewal is charged after you cancelled, we will refund it in full (see 3.1(c)). 2.4 You can also cancel by emailing [email protected] from the email address on your account (or with your user ID). We process email cancellations within 1 business day and confirm by email. A cancellation email that reaches us before a renewal is charged is honoured for that renewal, even if we process it afterwards. 2.5 Subscriptions bought through the Apple App Store or Google Play are managed by that store: cancel them in your store account's subscription settings. Store purchases are refunded under the store's own refund rules. 3. When You Can Get a Refund 3.1 We will refund the charge to your original payment method in any of these cases: (a) Duplicate or incorrect charge — you were charged more than once for the same order, or charged an amount different from the one shown at checkout. (b) Unauthorized charge — a charge you did not authorize (we may ask you to verify that you own the account or payment method). (c) Renewal after cancellation — a renewal charged after you cancelled auto-renewal. (d) Not delivered — your payment succeeded but the Coins or VIP were not credited, and we cannot fix it within 3 business days of your report. (e) Any other case in which a refund is required by the consumer protection laws that apply to you. 3.2 Except for the cases above, fees are non-refundable. In particular: (a) Purchased Coins are non-refundable, whether or not they have been spent. This also applies to Bonus Coins and Coins received free of charge. (b) Renewal charges are non-refundable. If you cancel auto-renewal within 48 hours after a renewal has been successfully charged, the cancellation takes effect immediately and no further renewal will be charged; the VIP benefits you have already paid for remain active until the end of the current billing period; the renewal charge already made is not refunded. (c) Cancelling at any other time works the same way: it stops future charges immediately, you keep VIP until the end of the period already paid for, and the current period is not refunded. 3.3 When a refund is made, the related Coins or VIP access are removed from your account. 4. How to Request a Refund or Dispute a Charge 4.1 Email [email protected] with the subject "Refund Request" and include: your account email or user ID; the order number (Mine → Orders), or the charge date, amount and the last 4 digits of your card; and the reason. 4.2 Please contact us within 30 days of the charge. Requests made after 30 days are still reviewed where the charge was unauthorized or where the law requires it. 4.3 If you disagree with our decision, reply to our decision email with "Appeal" within 15 days. A different member of our team will review the case. 4.4 This Policy does not limit your right to contact your card issuer or payment provider, or any rights you have under applicable law. 5. Processing Times 5.1 We acknowledge every request within 1 business day. 5.2 We give a decision within 5 business days of receiving your request, and on appeals within 7 business days. 5.3 Approved refunds are issued within 3 business days of approval. Depending on your bank, card issuer or wallet, the refund usually appears on your statement within 5–10 business days. 6. Contact Us Hong Kong InkTime Media Limited Registered address: Room RM 1503-09, 15th Floor, Causeway Bay Centre, 15-23 Sugar Street, Causeway Bay, Hong Kong Email: [email protected] Phone: +852 6525 6329