1. Our Refund Commitment
Counsel HK stands behind the quality of every document we deliver. If you believe a document has not been prepared to the standard described, we'll make it right — whether that means a revision, a refund, or a fresh start.
In short:
Basic tier: Not satisfied? Full refund within 48 hours — one per customer every 30 days.
Professional tier: Document doesn't match your instructions? We'll revise at no charge. Still not right? Full refund within 7 days.
2. Refund Windows & Eligibility
| Scenario | Refund Window | Refund Amount |
|---|---|---|
| Basic Tier — any reason (fair-use; see §3) | Within 48 hours of delivery | 100% of fee paid |
| Professional Tier — instructions not met | Within 7 days of delivery | 100% (after one revision attempt) |
| Professional Tier — material error by us | Within 14 days of delivery | 100% of fee paid |
| Professional Tier — change of mind | Within 48 hours of delivery | 50% refund; remainder retained as credit |
| Duplicate order — identical intake, same party, within 1 hour, neither downloaded | Within 24 hours of order | 100% of duplicate (later order only) |
| Technical failure — our platform prevents delivery | Any time | 100% of fee paid |
| Partial or incomplete delivery | Within 7 days of delivery | 100% of incomplete component(s) |
3. Fair-Use & Abuse Prevention
Our refund policy is designed to protect genuine users. We reserve the right to decline refunds where we detect patterns of abuse, including but not limited to:
- Serial refunding: More than one Basic-tier refund within any 30-day period, or more than two refunds of any kind within 90 days. Exceeding these thresholds triggers manual review and may result in denial.
- Duplicate exploitation: Ordering the same or substantially similar document multiple times with intent to obtain free copies — including varying intake details to evade duplicate detection, downloading either copy before requesting a refund, or claiming duplicate refunds across separate accounts.
- Document retention after refund: A refund voids your licence to use the document. Continuing to rely on, distribute, or execute a refunded document — or reordering the same document after receiving a refund — constitutes abuse. For Basic-tier refunds, the document is voided entirely upon refund issuance.
- Account cycling: Creating multiple accounts to circumvent refund limits.
Where abuse is detected, we may deny the refund, suspend the account, and report fraudulent activity to the relevant authorities. This section applies in addition to, and does not limit, our rights under the Terms & Conditions.
4. Non-Refundable Circumstances
- Information errors or omissions in the intake form provided by you (unless the error should reasonably have been identified by our review process on Professional tier).
- After expiry of the applicable refund window.
- Free documents (e.g., L-000 NDA).
- Professional tier documents after you have expressly approved the final version in writing.
- Change-of-mind requests on Professional tier beyond 48 hours.
- Documents purchased using a promo code, bundle discount, or volume pricing — refunds are calculated on the effective price paid, not the list price. Bundled documents are refundable only as a whole bundle; individual documents within a bundle are not separately refundable.
- Refunds where the delivery failure was caused by circumstances outside our control (incorrect email address provided, spam filter or firewall blocking delivery, inbox full, or failure to check your account dashboard within the delivery window).
- Chargebacks filed without first contacting us — see §9.
5. Revision Before Refund (Professional Tier)
Before requesting a refund for "instructions not met," you must allow us one round of revisions at no additional charge. Submit your specific concerns to refunds@doccouncil.org and we will return a revised document within 3 business days. The revision round does not reset or extend the original 7-day refund window — the clock continues to run from the original delivery date. If the revised document still does not meet your instructions, you remain eligible for a full refund within the original window.
6. Quality Disputes (Professional Tier)
If we believe the document materially meets your stated instructions but you disagree, a senior reviewer (not the original drafter) will assess the document against your intake form within 3 business days. Their determination is final for the purpose of this policy, without prejudice to any statutory rights you may have. This process is available at no cost to you.
7. How to Request a Refund
- Email refunds@doccouncil.org with your Document Reference ID in the subject line.
- State the reason for your request. For Professional tier "instructions not met" claims, specify which instructions were not met and where in the document the shortfall appears.
- For "material error by us" claims (Professional tier), identify the specific error with reference to the document section.
- We acknowledge receipt within 1 business day and aim to resolve all requests within 2 business days.
8. Refund Processing
Approved refunds are processed within 5–10 business days to the original payment method. All refunds are issued in HK$. Processing times depend on your card issuer or bank and are outside our control.
9. Chargeback Policy
If you believe a charge is incorrect, please contact us at refunds@doccouncil.org before initiating a chargeback with your card issuer. We resolve most disputes within 2 business days. Chargebacks filed without first contacting us may result in account suspension pending investigation, and we reserve the right to contest chargebacks where this policy has been complied with.
10. Statutory Rights
Nothing in this policy limits or excludes your statutory rights under Hong Kong law, including the Sale of Goods Ordinance (Cap. 26), the Supply of Services (Implied Terms) Ordinance (Cap. 457), and the Control of Exemption Clauses Ordinance (Cap. 71). In the event of any inconsistency, your statutory rights prevail.
11. Contact
All refund enquiries: refunds@doccouncil.org. For other enquiries, see our Terms & Conditions or your intake form confirmation email.