Cancellation Policy
This Policy explains cancellation timing, design approval, production start, delays, and refunds.
1. Definitions
- Production Start occurs when you approve the final CAD design or other final design preview for production.
2. How to Request Cancellation
Send a cancellation request to support@sparku.ai from the email address used for the order. Include your order number and the words 'Cancellation Request.' A request is effective when received by our support system, not when we respond.
3. Cancellation Timing
- Within four hours after payment: you may cancel for a full refund, provided production has not started.
- After four hours but before Production Start: if you cancel, SparkU will retain a 50% cancellation charge for committed custom-design, preparation, and processing work, and refund the remaining 50% to the original payment method.
- After Production Start: the order cannot be cancelled or refunded for change of mind because it is being made to your approved specifications.
Where applicable law gives you stronger cancellation rights, those rights prevail. If SparkU has not begun or incurred the custom work contemplated by the cancellation charge, we may reduce or waive the charge at our discretion.
4. Design Approval and No Response
Production begins only after final design approval. If you do not respond within three calendar days after we request approval or required information, we may pause or cancel the order. We will make reasonable efforts to contact you before cancellation. Any refund will follow the applicable cancellation stage above and mandatory law.
The order price includes design confirmation but no free customer-requested redesigns unless the product page states otherwise. Corrections of SparkU errors are free. Other changes may require an additional fee and revised timeline, disclosed before work continues.
5. Delay or Inability to Fulfill
If SparkU cannot produce an order or cannot meet a materially revised schedule, we may first offer a reasonable alternative design, material, or delivery date. If you do not accept the alternative, we will provide a full refund.
If delay attributable to SparkU extends more than seven business days beyond the latest production estimate and production has not been completed, you may contact us to accept a revised date or request a full refund. Delays caused by missing customer information, delayed approval, customs, carriers, or events outside our reasonable control will be handled reasonably and do not automatically create a cancellation right except where required by law.
6. Cancellation by SparkU
We may cancel an order that is technically infeasible, unlawful, infringing, unsafe, fraudulent, incorrectly priced, or unsupported by required customer authorization. If we cancel before fulfillment, we will provide a full refund or release the authorization unless withholding is permitted by law because of fraud or other misconduct.
7. Refund Timing
When this Policy requires a refund, SparkU will initiate it to the original payment method within seven business days after approval. Your payment provider may take additional time to post the credit.
Contact Us
Customer Support: support@sparku.ai
Support Hours: 9:00 a.m. to 5:00 p.m. Eastern Time on business days
Registered Address: Room A5, 7/F, Astoria Building, No. 34 Ashley Road, Tsim Sha Tsui, Hong Kong