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Refund & Security Deposit Policy

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1. General Refund Policy | 一般退款政策

1.1 Binding Agreement upon Purchase

By completing payment for any service, subscription, or project under SUHUL LLC, the customer acknowledges and agrees that the order is final and binding, and that SUHUL’s services are excluded from consumer “cooling-off” periods under applicable consumer protection laws, including Taiwan's Consumer Protection Act §19 and comparable international statutes.

 

本公司所有服務屬「即時啟用之專案制或客製化數位服務」，付款後即視為完成契約訂立，不適用任何形式之猶豫期或無條件退費規範。

1.2 Refund Eligibility & Administrative Fees

A refund may only be considered under all the following conditions:

  • The request is submitted within fifteen (15) calendar days from the date of purchase;

  • The purchased service or credit has not been activated, accessed, or consumed;

  • The customer agrees to a 10% administrative fee, deducted directly from the refundable amount;

  • Only one refund request is permitted per client account per calendar month, and only for one qualifying order (if multiple orders exist, the refund will apply to the highest eligible order amount).

 

超過 15 日或重複申請者不予受理；退款上限為該筆訂單支付金額之 90%。

1.3 Account Freezing and Credit Transfer

In cases where a client account is permanently frozen due to violation of SUHUL’s policies and no appeal is successful, the user may request the unused credits to be either:

  • Refunded (subject to a 10% fee, capped at NT$5,000), or

  • Transferred once to another SUHUL ID within thirty (30) days.

If no request is submitted within 30 days, the credits may only be transferred.

 

若因帳號涉不當交易（如詐欺、洗錢）而遭凍結，SUHUL 有權提高處理費用至無上限，且不予退費。

1.4 Credit Transfer Limitation

Any credit that has been transferred to a new SUHUL account is non-refundable and may only be subject to one additional transfer under a frozen status.

1.5 Decimal Handling and Processing Time

All refund or credit transfer amounts will be rounded down to the nearest whole unit. The difference shall remain in the original account balance.
Refunds and transfers will be processed within seven (7) business days upon approval.

1.6 Credit Validity Period

  • Purchased credits: No expiry.

  • Promotional credits / rewards: Valid for up to 180 days, with expiration dates determined by campaign conditions. Unused credits past their expiration will be forfeited and not reissued. The system will automatically deduct from the earliest-expiring credit first.

 

2. Project-Based Security Deposit Policy | 專案型履約保證金退還條款

2.1 Purpose & Applicability

This clause applies to clients participating in SUHUL’s project-based engagements (e.g., ESG initiatives, carbon-reduction transformation, government-backed grants) requiring a performance-based security deposit.

2.2 Amount and Payment Method

  • The security deposit amount is determined by the respective quotation or agreement.

  • Deposits shall be paid via bank transfer or other SUHUL-designated methods.

2.3 Custodial Use & Non-Appropriation

All security deposits shall be used exclusively to guarantee project performance and client compliance. SUHUL is obligated to safeguard the deposit and shall not re-allocate or utilize it for operational expenditures during the active project period.

2.4 Refund Conditions

The security deposit shall be eligible for refund only if all of the following conditions are met:

The Client has successfully fulfilled the project targets as defined in the signed agreement within the agreed project term (e.g., ESG milestones, carbon reduction metrics, deliverables, or government-compliant outputs);

The achievement of such targets has been verified and approved by SUHUL LLC or an assigned third-party auditor;

The Client submits a formal written refund request within thirty (30) calendar days from the date of successful verification.

Required documents include:

The official verification report or final deliverables report;

A completed Refund Application Form;

Valid remittance information for a designated corporate bank account.

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⚠️ Failure to submit a written refund application within the specified 30-day period shall constitute an automatic forfeiture of the Client's right to claim the deposit refund. SUHUL LLC shall have no obligation to return any portion of the deposit thereafter.

Upon successful review of the submitted documentation, SUHUL will process the refund via bank transfer within forty-five (45) business days.

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2.5 Non-Compliance and Forfeiture

If the client fails to meet project obligations or targets, SUHUL reserves the right to withhold the security deposit in full and determine the final disposition thereof, including forfeiture.

2.6 Force Majeure and Exception Handling

Should the project’s failure result from force majeure events (e.g., pandemics, natural disasters, policy changes), the client may submit an exception request with evidence. SUHUL will assess such cases individually and determine whether a partial or full refund is appropriate.

2.7 Additional Conditions

  • Failure to submit the deposit by the agreed deadline results in automatic forfeiture of project participation rights.

  • Clients must promptly update SUHUL of any change in ownership, contact information, or legal entity status.

3. Contact & Assistance

Should you have any questions regarding refund eligibility, deposit recovery, or account transfer procedures, please contact us:

 

SUHUL LLC / 數匯智控股份有限公司
+886 2 7751 6303
support@suhul.com
15F, No. 525, Sec. 4, Zhongxiao E. Rd., Xinyi Dist., Taipei City, Taiwan
522 W Riverside Ave, STE N, Spokane, WA 99201, United States

 

4. Final Clause and Amendments

This policy may be updated from time to time. The latest version will always be published on SUHUL’s official website. Continued use of SUHUL services implies agreement to the latest published terms. In the event of conflict between localized terms and this master policy, the English version shall prevail unless otherwise stipulated by law.

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