Last updated: September 2026 · Effective date: May 2025
CrossSpace provides technology consulting and development services delivered on a milestone basis. Because our services involve significant professional time and expertise, completed and accepted milestones are generally non-refundable. However, we are committed to fairness — if you believe there has been a billing error or have a special circumstance, please contact us and we will review your case.
1. Nature of Our Services
CrossSpace provides professional technology services, including:
- AI technology consulting and strategic advisory;
- Custom AI system development;
- Technology integration and rollout;
- Ongoing technical support and optimization.
All engagements are governed by a written Service Agreement that specifies the scope, milestones, deliverables, and payment terms agreed upon by both parties before work commences.
2. General Refund Policy
CrossSpace's services are delivered in agreed milestones. Our general refund policy is as follows:
Completed & Accepted Milestones — Non-Refundable
Once a milestone has been delivered and accepted by the client (or deemed accepted per the Service Agreement), the corresponding fees are non-refundable. This reflects the professional time, expertise, and resources invested in delivering the work.
In-Progress Work — Partial Refund May Apply
If an engagement is terminated before a milestone is completed, CrossSpace will invoice for work completed up to the termination date on a pro-rata basis. Any overpayment will be refunded within 30 days.
Pre-Commencement Cancellation — Full Refund
If you cancel an engagement before any work has commenced and before any milestone fees have been earned, a full refund of any advance payment will be issued within 14 business days.
3. Billing Disputes and Special Circumstances
We understand that exceptional situations can arise. If you believe:
- There has been a billing error or incorrect charge;
- A deliverable was not provided as agreed in the Service Agreement;
- There are other special circumstances warranting a review;
Please contact the CrossSpace support team at [email protected] within 30 days of the relevant invoice date. We will review your case and respond within 10 business days.
4. Refund Process
When a refund is approved, CrossSpace will process it as follows:
- Refunds will be issued to the original payment method used;
- Processing time is typically 5–14 business days, depending on your payment provider;
- CrossSpace will provide written confirmation of the approved refund amount;
- Any bank transfer fees or currency conversion costs associated with the refund may be deducted from the refund amount.
5. Non-Refundable Items
The following are explicitly non-refundable in all circumstances:
- Fees for completed and accepted milestones;
- Fees for initial consultation and discovery sessions that have been conducted;
- Third-party costs (for example usage fees or hosting costs) incurred on behalf of the client;
- Administrative or processing fees.
6. Changes to This Policy
CrossSpace reserves the right to modify this Refund Policy at any time. Changes will be posted on this page with a revised "Last updated" date. The policy in effect at the time of your Service Agreement governs that engagement.
7. Contact Us
For all refund inquiries, billing questions, or to report a special circumstance, please contact:
CrossSpace Support
Email: [email protected]
Location: Hong Kong
We aim to respond to all refund inquiries within 10 business days.
Have a billing question?
Our team is here to help review your case.