Marketplace Product Cancellation and Refund Rules
Last updated: 2025-12-03 14:20:08
1. Transaction Guarantee Period
The Transaction Guarantee Period is the period during which User is entitled to request a refund for a product purchased on the Marketplace. After the product purchase is successfully completed, the delivery and acceptance phase begins. For one-time acceptance products (as specified in the relevant product page), delivery by the partner (“Product Partner”) is deemed complete once the purchasing user (“User”) clicks to confirm acceptance of the product and the Transaction Guarantee Period refers to the time period prior to delivery completion. In the case of multi-phase acceptance products, the User must confirm acceptance for each phase, and the Transaction Guarantee Period refers to the time period prior to final acceptance during the final phase.
2. Cancellation and Refund Rules
1. During the Transaction Guarantee Period: Order cancellations and partial or full refunds (as the case may be depending on the specific product and the Product Partner) are supported. The refund amount shall be the amount mutually agreed upon between the Product Partner and the User, and shall not exceed the amount actually paid by the User.
2. Outside the Transaction Guarantee Period: Orders may not be cancelled if the Transaction Guarantee Period or the order’s validity period (i.e. the Product license expiration date or contract expiration date) has lapsed. As a result, the User is not eligible for a refund unless one of the situations in section 3 below occurs.
3. If any of the following situations occur, Marketplace reservices the right to request a partial or full refund from the Partners:
(1) The Product Partner fails to deliver the product according to the scheduled delivery date or time period.
(2) The Product Partner fails to provide or continuing providing the product to the User.
(3) The features and services of the product described by the Product Partner on the relevant product description page do not match the actual product provided to the User and the product does not function as described on the relevant product description page.
(4) In the case of customized or tailored products for users, the product does not meet the User’s specific requirements as communicated to the Product Partner in the order request.
(5) The User may request to cancel and obtain a refund for products/services which have not yet been provided or delivered.
(6) Termination of business due to a bankruptcy, closure or winding-up proceedings being filed or commenced against the Product Partner.
(7) The Product Partner cannot be reached through the designated contact channels, including telephone, email or fax, and all reasonable attempts by Marketplace to contact the Product Partner are not successful.
4. For the avoidance of doubt, the User is not eligible to request for a full refund in any of the following situations:
(1) The User fails to submit any service request to the Product Partner through any communication channel on the Marketplace within three months after order confirmation.
(2) During the service process, the User fails to provide to the Product Partner the materials or information required for the project or as requested by the Product Partner for more than three consecutive months from date of Product Partner’s request, resulting in the project being delayed or suspended.
(3) During the service process, the User proposes additional requirements for the product that exceed the service scope originally committed to by the Product Partner at the time of order acceptance.
(4) The Product Partner is unable to fulfill its obligations to the User pursuant to the Tencent Cloud Marketplace End User License Agreement due to the User’s violation of applicable laws or regulations.
(5) The order is changed or terminated due to reasons attributable to the User, causing resource loss or other costs to the Product Partner.
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