Refunds, returns & cancellations
English translation. The original Chinese text is available below.
TKTernal offers three main categories: digital content such as online courses; services such as creator collaborations and product testing; and physical products that may require delivery. These categories have different delivery methods and therefore different after-sales rules. First identify your order category, then refer to the relevant provisions below.
1. Purpose and general principles
We aim to make after-sales rules clear and workable, protecting your ability to recover payment when agreed delivery has not been provided while preventing improper copying or repeated use of delivered digital content and completed services followed by a demand for a full refund. We apply these principles:
- Cancellation and a full refund are prioritised for orders that have not been delivered, activated or started;
- Delivered digital content that can be copied is generally not refundable solely for personal reasons, except for quality issues or a material mismatch with its description;
- Services are settled according to actual progress: the uncompleted portion is refundable, with actual, non-recoverable third-party costs deducted;
- Physical products may be handled within a reasonable period after receipt according to quality issues and whether they remain suitable for resale;
- Refunds are returned to the original payment method by default and cannot exceed the amount actually paid.
2. Order cancellation
2.1 Unpaid orders
You may abandon payment at checkout or cancel an unpaid order in “My orders”. Orders not paid within the system’s reservation period close automatically, incur no charge and do not reserve stock or course places.
2.2 Paid orders not yet delivered
You may request cancellation of a paid order in the following circumstances. A full refund will be arranged after approval:
- Learning access to an online course has not been activated, and you have not started watching or downloading;
- No service schedule has been confirmed, no personnel assigned, and no production or sample shipment started;
- A physical product has not been handed over for shipment.
Send your cancellation request from the email address used to order and include your order number and reason. We will check the system status before processing it. To avoid a conflict with automatic activation, contact us as soon as possible if you wish to cancel after payment and do not first enter the course learning page.
2.3 Delivered orders or services already started
If course access has been activated, a service has begun or a physical product has shipped, the request is generally handled under the relevant refund or return rules below rather than as an order cancellation. If you change your mind after dispatch, follow the return procedure instead of asking the carrier to discard the parcel in transit.
2.4 Cancellation for reasons attributable to us
Insufficient stock, inability to arrange a course or service, duplicate charges caused by a system fault and cancellation because of a price error are reasons attributable to us. We will notify you and provide a full refund for the unfulfilled portion without charging you a processing fee. Any duplicate charge will be returned to the original payment method.
3. Returns of physical products
This section applies only to physical products requiring delivery and receipt. Digital courses and online services do not involve physical returns; refer to sections 4 and 5 instead.
3.1 Application period
Request a return within 7 days of receipt. Quality issues, such as transit damage, missing items or a clear mismatch with the page description, are not subject to an “unused” condition. Contact us promptly upon discovery and retain the packaging and photographs. If local law gives a longer period for defective products, that period applies.
3.2 Return conditions
For a change-of-mind return, the product must be intact, unused or opened only as necessary for inspection, and suitable for resale. Return the original packaging, accessories, tags, instructions and any gifts included in the order. Missing gifts or accessories may result in a deduction equal to their value.
The above “unused” requirement does not apply to returns for quality issues. However, do not continue using a product confirmed to present a safety risk. Return it according to customer support’s instructions or another agreed arrangement.
3.3 Shipping costs
We cover outbound and return shipping for returns caused by quality issues, the wrong item being sent or a mismatch with the description. If you pay these costs first, they will be reimbursed or refunded together with the product price after inspection. For change-of-mind returns unrelated to quality, you pay return shipping. Original outbound shipping charges already collected and actually incurred are generally not refundable.
3.4 Circumstances generally excluded from change-of-mind returns
The following generally do not qualify for change-of-mind returns, except where there is a quality issue:
- Digital goods that can be copied upon delivery, including course redemption codes, electronic materials and activated learning access;
- Products customised, additionally printed or modified to your requested specifications;
- Clearance or special-price products whose product pages expressly state that change-of-mind returns are unavailable;
- Hygiene products unsuitable for return after opening, or other goods legally excluded from change-of-mind returns;
- Requests submitted more than 7 days after receipt without evidence of a quality issue.
3.5 Inspection and refunds
Obtain the return address and order instructions from customer support before sending anything, and keep the tracking number. We begin the refund after receiving and inspecting the goods. If inspection finds a mismatch with your application, damage or missing accessories, we will first discuss how to remedy it or calculate a deduction rather than refusing to communicate.
4. Refunds for online courses and digital content
Once activated, digital content can be viewed, downloaded or copied and is difficult to recover after delivery. Course refunds therefore depend primarily on whether access has been activated and whether there is a problem with the content itself.
- Not yet activated: You may request a full refund. If a payment provider has charged a non-refundable processing fee, we will explain this before processing. Normally the full amount actually paid is refunded.
- Already activated, or learning or downloads already started: The digital content has been delivered and is generally non-refundable. Please use previews, outlines and course descriptions to make your decision before paying.
- Quality issues or a material mismatch with the description: Examples include prolonged inability to play a course, missing core chapters or content clearly inconsistent with the subject promised on the page. If we cannot repair or complete the content within a reasonable period, you may request a refund or a course of equivalent value.
- Free previews, complimentary courses and redemption-code promotions: These are not eligible for cash refunds.
If an account is used in breach of the terms, such as by recording and distributing content or sharing access with multiple simultaneous learners, we may refuse a refund and suspend access under the terms.
5. Refunds for creator collaboration, product testing and other services
Service value is delivered through scheduling, production and publication. We handle refunds according to progress to avoid a demand for a full refund when completed work cannot be undone.
- Service not yet started: A full refund is available. “Not yet started” means that no schedule has been confirmed, no specific personnel assigned, no script or asset production started, and no sample shipment or publication preparation begun.
- Service in progress: The uncompleted portion is refundable. For example, if a package includes 10 product-testing items and 3 have been completed, the price corresponding to the remaining 7 is refundable. Actual, non-cancellable costs already incurred, including creator payments, scheduling fees, production fees or sample shipping, will be deducted and itemised in our response.
- Service completed: Generally no refund is available unless the deliverables materially differ from the page’s commitments and cannot be remedied through additional work, additional quantities or revisions. We will first offer a remedy.
If the service cannot readily continue because you did not provide materials on time, the product cannot be shipped or you request a completely different product partway through, costs already incurred may still be settled. The parties may also agree to pause and reschedule. If we cannot find suitable creators or perform on the agreed platform, the unfulfilled portion should be refunded or replaced with an alternative agreed by both parties.
6. How to apply
Prepare the following information to help us verify your request. Incomplete information may extend processing time.
- Prepare your order number, ordering email address, request type (cancellation / return / refund) and a short explanation.
- For quality issues, playback faults or a dispute over service results, attach photographs, short videos, dashboard screenshots or shipping receipts.
- Email runningmanbenpao@gmail.com or submit through “Contact us” on the website. Use the subject line “Cancellation / Return / Refund + order number”.
- Within 3 business days of receiving complete information, we will say whether we can accept the application, identify any further materials required or give our review decision.
- After approval, we will initiate the refund to the original payment method within 7–15 business days. Actual receipt depends on the bank, credit-card billing cycle or third-party payment provider and may take additional business days.
Use the email address from your order wherever possible so we can verify the purchaser’s identity. We may request an order screenshot or payment record. If you do not respond to a request for additional information within a reasonable period, the application may be closed. You may resubmit after providing the missing information.
7. Refund amounts and payment methods
Refunds are sent only to the original payment account. To reduce unauthorised-payment and fraud risks, refunds to another person’s account or conversion into a cash transfer are not supported without a reasonable justification. A refund cannot exceed the amount actually paid for the order.
For orders using coupons, spending-based discounts or discount codes, we refund the amount you actually paid, not the face value of the promotion, unless the promotional rules state otherwise. Additional delivery, storage or handling fees arising from an incorrect address, prolonged failure to collect a parcel or refusal of delivery for reasons unrelated to quality may be deducted from the refund.
If one order combines courses, services and physical products, we calculate each item separately according to its status: activated courses follow section 4, unstarted services are refundable, and received physical products follow section 3. The final refund is the sum of the refundable portions and cannot exceed the total actually paid.
8. Special circumstances
Promotions and group purchases: If your withdrawal for personal reasons prevents a group purchase from proceeding, the campaign rules apply. Where those rules are silent, unactivated portions are refundable and activated portions follow the digital-content rules.
Duplicate purchases: If an accidental action on the page causes you to pay twice for the same course, contact us immediately. After verification, we will refund one duplicate payment.
Account disputes: If the payment account and learning account differ, we will require appropriate evidence from both parties to avoid refunding an unrelated account.
Fraud and chargebacks: We may refuse refund requests involving fictitious transactions, stolen cards, abusive chargebacks or falsified shipping or review evidence, freeze the relevant accounts and provide necessary information to payment providers or competent authorities. We reserve the right to recover resulting investigation costs and losses.
9. Policy updates
This policy may be updated as our product range, payment methods and laws change. The latest version on this page applies. Updates generally do not affect applications already accepted but not yet completed. New applications are subject to the text published when they are submitted.
10. Contact details
After-sales email: runningmanbenpao@gmail.com
Operator: TK SERENITY LIMITED
Address: UNIT 11, 9/F THE CLOUD NO.111 TUNG CHAU STREET TAI KOK TSUI HK
We read every after-sales email carefully. Thank you for your understanding and cooperation.
Read the original Chinese policy
TKTernal 销售的内容主要分为三类：在线课程等数字内容、达人合作与测评等服务、以及可能涉及物流的实物商品。不同类别的交付方式不同，售后规则也因此有所区别。请先确认您的订单属于哪一类，再对照下文处理。
一、政策目的与基本原则
我们希望售后规则清楚、可执行，既保障您在未获得约定交付时能够拿回款项，也避免数字内容和已履行服务被不当复制或重复使用后仍要求全额退款。处理售后时，我们遵循以下原则：
- 未交付、未开通、未开始履行的订单，优先支持取消并全额退款；
- 已经交付且可复制的数字内容，除质量问题或描述严重不符外，一般不再支持仅因个人原因退款；
- 服务按实际完成进度结算，未完成部分可退，已发生且无法收回的第三方成本需据实扣除；
- 实物商品在签收后的合理期限内，可按是否影响二次销售和质量问题分别处理；
- 退款默认原路返回，金额以您实际支付的金额为上限。
二、订单取消
1. 未付款订单
您可以在结算页放弃付款，或在「我的订单」中取消未支付订单。超过系统保留时间仍未付款的，订单会自动关闭，不产生费用，也不占用库存或课程名额。
2. 已付款但尚未交付
在下列情形下，您可以申请取消已付款订单，审核通过后办理全额退款：
- 在线课程的学习权限尚未开通，您也尚未开始观看或下载；
- 服务尚未确认排期、尚未安排人员、尚未开始制作或寄样；
- 实物商品尚未交由物流发出。
请使用下单邮箱发送取消申请，并写明订单号和取消原因。我们会在核实系统状态后处理。为避免与自动开通冲突，建议您在付款后如需取消，尽快联系，不要先进入课程学习页面。
3. 已交付或已开始履行
课程已经开通、服务已经开始，或实物已经发货的，一般不再按「取消订单」处理，而应分别适用下文的退款或退货规则。如果发货后您改变主意，需要按退货流程办理，而不是要求物流中途丢弃包裹。
4. 由我们原因导致的取消
因库存不足、课程或服务确实无法安排、系统故障造成重复扣款，或价格错误被取消的，属于我们原因。我们将主动通知您，并为未履行部分办理全额退款，无需您承担手续费。重复扣款的，多余款项将原路退回。
三、实物商品退货
本节仅适用于需要物流签收的实物。纯数字课程和在线服务不存在「退货」环节，请直接阅读第四节、第五节。
1. 申请时限
请在签收之日起 7 日内提出退货申请。质量问题（如运输破损、少件、与页面描述明显不符）不受「未使用」限制，请在发现后尽快联系我们，并保留外包装和照片。当地法律对瑕疵商品规定更长期限的，从其规定。
2. 退货条件
无理由退货时，商品应保持完好、未经使用或仅限于查看所必要的开箱，不影响二次销售，并退回原包装、配件、吊牌、说明书和订单中的赠品。缺少赠品或附件的，可能按相应价值扣减后退款。
质量问题退货不受上述「未使用」要求限制，但请不要继续使用已确认存在安全隐患的商品，并按客服指引寄回或按协商方式处理。
3. 运费承担
因质量问题、发错货或描述不符产生的退货，往返运费由我们承担。您先垫付的，在验收通过后与货款一并报销或退回。非质量问题的无理由退货，退回运费由您承担；原订单中已收取且实际发生的发货运费，一般不予退还。
4. 不支持无理由退货的情形
以下情形通常不支持无理由退货，质量问题除外：
- 一经交付即可复制的数字化商品，包括课程兑换码、电子资料、已开通的学习权限；
- 按您要求定制、加印或修改规格的商品；
- 商品页明确标注不支持无理由退货的清仓或特价商品；
- 拆封后不适宜退回的卫生用品，或其他依法不适用无理由退货的商品；
- 超过签收 7 日且无法证明存在质量问题的申请。
5. 退货验收与退款
请先取得客服确认的退货地址和订单备注，再行寄出，并保留物流单号。我们收到货物并完成验收后启动退款。验收发现与申请不符、商品损坏或附件缺失的，我们会先与您沟通补正或扣减方案，而不是直接拒绝沟通。
四、在线课程与数字内容退款
数字内容在开通后即可观看、下载或复制，交付完成后难以收回。因此，课程退款主要取决于是否已经开通以及内容本身是否存在问题。
- 尚未开通：可申请全额退款。如支付机构已收取且无法返还的通道费用，我们会在处理前说明；通常情况下按实付金额全额退回。
- 已经开通，或已经开始学习、下载资料：属于数字内容已交付，一般不予退款。请您在付款前充分利用试听、大纲和课程介绍做出判断。
- 质量问题或描述严重不符：例如课程长期无法播放、核心章节缺失、实际内容与页面承诺的主题明显不一致，且我们未能在合理期限内修复或补齐的，您可以要求退款或更换等值课程。
- 免费试听、赠课、兑换码活动：不适用现金退款。
同一账户出现录屏传播、共享给多人同时学习等违约使用的，我们有权拒绝退款，并按条款中止该账户的访问权限。
五、达人、测评等服务退款
服务的价值体现在档期、制作和发布过程中。我们按照履行进度处理退款，避免「已完成工作无法恢复，却要求全额退款」的失衡。
- 服务尚未开始：可全额退款。尚未开始是指双方未确认排期、未安排具体执行人员、未开始脚本或素材制作、也未进入寄样或发布准备。
- 服务进行中：按尚未完成的部分退款。例如套餐含 10 条测评、已完成 3 条，则未完成的 7 条对应价款可退。已经支付给达人、已发生且无法取消的档期费、制作费或样品物流费，将据实扣除，并在回复中列明。
- 服务已完成：除成果与页面承诺严重不符且无法通过补做、补量或修改挽回外，一般不予退款。我们会优先提供补救方案。
因您未能按时提供资料、提供的产品无法寄送、或中途要求更换完全不同的产品，导致服务难以继续的，已发生成本仍可结算；双方也可以协商暂停并改期。因我们无法找到合适达人或无法按约定平台执行的，未履行部分应予退款或更换为双方同意的替代方案。
六、如何提交申请
为加快核实，请按下列步骤准备材料。资料不完整时，处理时间会相应延长。
- 准备订单号、下单邮箱、问题类型（取消 / 退货 / 退款）和简要说明。
- 如涉及质量问题、播放故障或服务效果争议，请附上照片、短视频、后台截图或物流底单。
- 发送邮件至 runningmanbenpao@gmail.com，或通过网站「联系我们」提交。邮件主题请写成：「取消 / 退货 / 退款 + 订单号」。
- 我们在收到完整信息后 3 个工作日内答复是否受理、还需哪些材料，或告知审核结论。
- 审核通过后，退款将在 7 至 15 个工作日内发起原路退回。实际到账时间取决于银行、信用卡账单日或第三方支付机构，可能再增加若干个工作日。
请尽量使用下单邮箱来信，便于核对购买人身份。我们可能要求补充订单截图或支付流水。超过合理期限未回复补充请求的，该申请可能被关闭，您可以在补齐材料后重新提交。
七、退款金额与路径
退款只退回到原付款账户，不支持无合理理由改退到他人账户或转换为现金转账，以降低盗刷和欺诈风险。退款金额以该订单实付金额为上限。
使用优惠券、满减或折扣码的订单，按您实际支付的金额退还，不退还优惠本身的面值，除非该优惠规则另有说明。因地址填写错误、长期不取件或非质量问题拒收而产生的二次配送、仓储或手续费用，可能从应退金额中扣除。
如果一笔订单同时包含课程、服务和实物，我们将按各明细的状态分别计算：已开通的课程部分按第四节处理，未开始的服务可退，已签收的实物按第三节处理。最终退款金额等于各部分可退金额之和，不超过实付总额。
八、特殊情形
促销与拼团：因您个人原因退出导致不成团的，按活动规则处理；活动规则未说明的，未开通部分可退，已开通部分按数字内容规则处理。
重复购买：因页面误操作对同一课程重复付款的，请立即联系我们，核实后对重复支付的一笔办理退款。
账户争议：付款账户与学习账户不一致时，我们会要求双方提供必要证明，避免误退至无关账户。
欺诈与拒付：对虚假交易、盗用银行卡、恶意拒付、伪造物流或评价凭证的申请，我们有权拒绝退款、冻结相关账户，并向支付机构或有权机关提供必要信息。因此产生的调查费用和损失，我们保留追偿权利。
九、政策更新
本政策可能随商品结构、支付方式和法律法规调整而更新，以本页最新版本为准。更新一般不影响已经受理、尚未办结的申请；新提交的申请适用提交当时公布的文本。
十、联系方式
售后邮箱：runningmanbenpao@gmail.com
运营主体：TK SERENITY LIMITED
地址：UNIT 11, 9/F THE CLOUD NO.111 TUNG CHAU STREET TAI KOK TSUI HK
我们会认真阅读每一封售后来信。感谢您的理解与配合。