REFUND, CANCELLATION AND CHARGEBACK POLICY Horus Media Limited — horusmediasolution.com Effective date: 19 May 2026 • Last updated: 19 May 2026 • Version 3.0 This Refund Policy forms an integral part of, and must be read together with, our Terms and Conditions of Use, available at https://www.horusmediasolution.com/terms-and-conditions. Capitalised terms not defined here have the meaning set out in the Terms and Conditions. 1. CONSUMER RIGHT OF WITHDRAWAL (EU/UK CONSUMERS — 14-DAY COOLING-OFF) Consumers domiciled in the European Union or in the United Kingdom have the right to withdraw from a contract within fourteen (14) calendar days without giving any reason, in accordance with Directive 2011/83/EU and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The withdrawal period expires fourteen (14) calendar days after the day of contract conclusion (for services) or, for tangible deliverables, after the day on which the Consumer acquires physical possession. 1.1 How to exercise the right of withdrawal. The Consumer must inform us of the decision to withdraw by a clear written statement (email to [email protected]) before the withdrawal period expires. A model withdrawal form is available upon request. 1.2 Effects of withdrawal. Upon valid withdrawal, we will reimburse all payments received, without undue delay and in any event no later than fourteen (14) days from the day we are informed of the withdrawal, using the same payment method used for the original transaction unless otherwise agreed, and without additional fees. 1.3 EXCEPTIONS TO THE RIGHT OF WITHDRAWAL (DIGITAL CONTENT). In accordance with Art. 16(m) of Directive 2011/83/EU and equivalent UK regulations, THE RIGHT OF WITHDRAWAL IS LOST when the supply of Digital Content not delivered on a tangible medium has begun with the Consumer's prior express consent and the Consumer's acknowledgement that the right of withdrawal will thereby be lost. By proceeding to download, access or start streaming Digital Content within the 14-day withdrawal period, the Consumer expressly consents to immediate performance and acknowledges the loss of the right of withdrawal. 1.4 Services performed during the withdrawal period. If the Consumer requested in writing that the supply of Services begin during the withdrawal period and subsequently withdraws, the Consumer must pay an amount proportional to the Services already provided up to the date of communication of the withdrawal. 2. REFUND POLICY BY CATEGORY OF SERVICE (a) Digital Content (e-books, PDF guides, video courses, downloadable software). All sales of Digital Content are final once the Customer has downloaded, accessed or started streaming the content. No refund is granted thereafter, save as set out in Section 1 above (Consumer 14-day right where not waived) and Section 3 below (defective product or non-conformity). (b) Custom Software Development Services (web, app, chatbot, algorithms). • Before development starts: full refund minus any onboarding/discovery work already performed (max deduction 15% of the Fee). • During development: refund of the unused portion of the Fee, calculated pro-rata on completed milestones; no refund is due for work already delivered and approved. • After delivery and acceptance: no refund, save in case of proven defects under Section 3. (c) Marketing Services (Meta Ads, Google Ads, funnels, email marketing, consulting). • Service Fees / retainers (consulting, set-up, management): refundable pro-rata for the unused portion if the Customer cancels with at least seven (7) days' written notice before the next billing cycle. • Media budget already paid to advertising platforms (Meta, Google): non-refundable, as such amounts are paid to third parties and consumed by ad delivery. • Performance-based commitments: where a specific result has been expressly guaranteed in writing, the relevant refund mechanism set out in the Statement of Work prevails. (d) Maintenance and support retainers. The Customer may cancel a retainer with thirty (30) days' written notice. Fees already paid for the current billing period are non-refundable; the Customer retains access until the end of the period. (e) Consulting and audit services. Once delivered, consulting and audit work is non-refundable. If the Customer cancels before delivery, a refund is issued less any work already performed. 3. DEFECTIVE OR NON-CONFORMING SERVICES If a Service or Deliverable is defective, faulty or does not conform to the agreed specifications, the Customer must notify us in writing at [email protected] within fourteen (14) days of discovery, with reasonable details and evidence. We will, at our discretion: (a) re-perform or repair the Service free of charge; or (b) issue a full or partial refund. Consumers retain in any case all non-waivable rights under EU Directive (EU) 2019/770 (digital content and digital services), the UK Consumer Rights Act 2015 and other applicable consumer-protection laws. 4. HOW TO REQUEST A REFUND All refund requests must be sent to [email protected] with: (a) order/invoice number; (b) date of purchase; (c) reason for the request; (d) any supporting evidence. We will acknowledge the request within five (5) business days and resolve it within fourteen (14) business days. Approved refunds are processed via Airwallex to the original payment method. 5. CHARGEBACKS Before initiating a chargeback with the card issuer, the Customer agrees to contact us first to seek an amicable resolution. Initiating a chargeback for a transaction that does not qualify for a refund under this Policy may be treated as a material breach of our Terms and Conditions and may result in: (a) suspension or termination of the Customer's account; (b) recovery of the chargeback amount plus any related fees imposed by the card scheme or Airwallex; (c) where appropriate, legal action to recover the disputed amount. 6. MANDATORY CONSUMER RIGHTS Nothing in this Policy limits or excludes any non-waivable statutory rights granted to Consumers under EU, UK or other applicable consumer-protection laws. 7. CONTACT For any refund request or question relating to this Policy, please contact: Horus Media Limited Flat 5, 4/F, Won Hing Building, 74–78 Stanley Street, Central, Hong Kong SAR E-mail: [email protected] Website: https://horusmediasolution.com — End of Refund Policy —