Service & Refund Terms

These terms describe the affiliate marketing and paid advertising services provided by Longsen Media Co., Limited ("Longsen", "we", "us") to e-commerce merchants ("you"). Read them with the written campaign scope before commissioning work. View our services.

1. Campaign scope and agreement

Before work begins, both parties agree a written campaign scope covering the products and target markets, promotional channels, deliverables, start and end dates, commission percentage, sales attribution and data source, reporting arrangements, and advertising budget. Changes to scope, budget or dates require written agreement.

These terms apply to the commissioned services. Project-specific commercial details are recorded in the written scope. Any change to these service terms for an engagement must be expressly agreed in writing; later website updates do not automatically change an existing engagement.

2. Services and merchant responsibilities

Longsen provides affiliate promotion and paid advertising for merchant products. Services are delivered digitally through the promotional activities, placements and records specified in the campaign scope. Delivery dates and reporting schedules are agreed for each campaign.

You provide the product information, store destination, materials and approvals needed for the agreed work. You remain responsible for the accuracy of product claims and your right to use the materials supplied.

You remain the seller of your products and are responsible for consumer orders, product fulfilment, returns and customer support. Longsen does not collect consumer payments for your products under this service.

3. Performance-based service commissions

The service commission is the agreed percentage of sales revenue attributable to the campaign, after cancelled and refunded orders are deducted. The commission rate, attribution rules and sales data source are agreed in writing for each engagement. The campaign scope records how adjustments to previously reported sales are reconciled.

Commission calculation: commissionable sales revenue × the agreed commission rate. Commission is separate from advertising expenditure; reimbursement of advertising costs is not itself a service commission.

4. Advertising budget and reimbursement

Longsen advances advertising costs on your behalf within the agreed budget. You reimburse advertising costs actually incurred. Advertising costs already incurred or irrevocably committed are non-refundable and remain payable on cancellation or termination.

No increase to the agreed advertising budget is made without written agreement. The settlement identifies service commissions separately from advertising costs.

5. Currency and payment deadline

Billing and settlement are in United States dollars (USD). Service commissions and reimbursement of advertising costs are payable within 7 business days after the campaign ends. The written scope records the campaign end date. Where a campaign is terminated early, the written termination confirmation records its effective end date for settlement.

For these terms, business days are Monday to Friday, excluding Hong Kong public holidays. Payment and delivery review periods are separate; raising a review request does not itself change the payment deadline unless both parties agree in writing.

6. Delivery review and incomplete services

Review the agreed deliverables and raise any delivery objection by email within 7 business days after delivery, identifying the campaign and the agreed work you believe is missing. If a deliverable is not supplied by its agreed date, contact us with the relevant scope and due date. Both parties review the written scope and delivery records to establish which agreed services remain incomplete.

A sales result below your expectations does not by itself mean the service is incomplete. Performance-based billing does not guarantee a particular sales volume, return on advertising spend or financial return.

7. Merchant cancellation

Request cancellation in writing by emailing contact@longsenhk.com. On written confirmation of termination, Longsen makes no new advertising placements and settles commissions already earned and advertising costs already incurred or irrevocably committed.

Voluntary cancellation alone does not trigger the 50% incomplete-service refund. If Longsen has not completed agreed services, the incomplete-service refund below applies. The written confirmation records the effective termination date and remaining settlement items.

8. Refund eligibility and amounts

Incomplete services: If Longsen does not complete the agreed promotional services, Longsen refunds 50% of the total service fees already received for that engagement. This is calculated on service fees actually received, not on the advertising budget or an unpaid service invoice. If no service fees have been paid, there is no paid service-fee balance to refund; any unpaid commission is assessed under the agreed sales-based calculation and settlement terms.

Advertising funds: Advertising costs already incurred or irrevocably committed are non-refundable. Any advertising funds received from you that remain unused after those costs are accounted for are refunded in full. Because Longsen normally advances the advertising costs, an unused budget allowance does not itself create a refundable cash balance where no such funds have been received from you.

Service fees and advertising funds are assessed separately. These terms do not exclude any rights or remedies that cannot be excluded under applicable law.

9. How to request a refund

1. Email contact@longsenhk.com with your company name, campaign reference, reason for the request and relevant delivery or payment records.
2. We review your request within 7 business days after receiving the complete information needed to assess it. If information is missing, we ask you to supply it. We communicate the decision and the applicable service-fee and advertising-fund calculations by email.
3. We initiate an approved refund to the original payment method within 10 business days after approval. The date funds arrive depends on your bank or payment provider.

For questions about a refund or settlement, reply to the decision email with your campaign reference. Do not send payment card details by email.

10. Privacy and service enquiries

See our Privacy Policy for information about personal data. For campaign, delivery, billing, cancellation or refund enquiries, contact contact@longsenhk.com.

Service provider: Longsen Media Co., Limited.

Company address: Flat A516 5/F, Efficiency House, 35 Tai Yau Street, San Po Kong, Kow Loon, Hong Kong