Website and Service Terms｜CantoMore
Effective from
CantoMore is operated by Nova Cultural Limited ("we", "us"). These terms apply to websites and services linking to this page. Purchases, activities and school partnerships are also subject to relevant terms and written confirmations provided and accepted before payment or confirmation. Specific provisions in a separate written agreement take precedence on the same subject.
1. Services and bookings
Enquiries and expressions of interest become bookings only when confirmed by us. Service scope, fees, dates and cancellation arrangements are provided in writing before payment or booking confirmation. Our Privacy Policy explains personal data handling. Direct marketing and other additional uses require any necessary separate consent.
2. Learning and experiences
Learning suggestions, speech analysis and AI content support learning; important information should be checked independently. Outcomes vary with the learner and how the service is used. For outdoor experiences, follow traffic and venue rules and check weather, opening hours and local conditions. Maps and suggested routes are provided as exploration resources.
Children should participate with arrangements appropriate to their age and needs, supported by a parent, guardian or school. Activities involving student data, recordings, photography or public sharing require the relevant activity notices and permissions.
3. Accounts and use
Keep sign-in details secure and contact us if you suspect account misuse. Use services lawfully and respect others’ privacy and intellectual property. Threats, defamation, impersonation, harassment, unauthorised submissions, bypassing access controls, malware and disruption of services are prohibited. Automated access must comply with applicable access rules.
4. Content and intellectual property
You retain rights in your submissions and authorise us to process, store and display them as needed to provide the features you use. Additional uses, including promotion, independent research or model training, require a separate explanation and any necessary permission.
Website text, images, cards, games, audio, software and designs belong to CantoMore or their respective rights holders. Except as permitted by stated licences, intended functions or law, copying, adapting, distributing or commercial use requires prior written permission. For permissions, email [email protected].
5. Services and liability limits
We provide our websites and services with reasonable care and skill. Unless expressly agreed, we do not guarantee uninterrupted or error-free operation or particular learning outcomes. Where practicable, we notify affected users of reasonable suspensions for maintenance, security, legal requirements or misuse.
Third-party websites and independently provided services have their own terms. A link is not an endorsement or guarantee. This does not affect our responsibilities for services we provide or arrange.
For business customers contracting otherwise than as consumers, to the extent lawful and reasonable, we exclude liability for indirect or consequential loss and loss of profit, revenue, business opportunity or goodwill. For those business customers only, unless otherwise agreed in writing, our aggregate liability for all claims relating to a paid order, booking or service, whether in contract, tort or otherwise, is limited to the total fees paid or payable under the affected agreement. This cap also applies only to the extent lawful and reasonable.
These limits do not apply to fraud or fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded or restricted. Your statutory consumer rights remain unaffected.
6. Updates and governing law
These terms apply from the stated effective date and do not retrospectively change accepted orders. Material changes will be notified appropriately, with consent obtained where required. If a provision is unenforceable, the remaining provisions that can operate independently remain effective.
Hong Kong SAR law governs these terms and its courts have exclusive jurisdiction over related disputes, subject to applicable mandatory law and consumers’ rights to bring proceedings in other competent courts. Contact Nova Cultural Limited at [email protected].
Terms of Sale
These terms apply to merchandise orders accepted by Nova Cultural Limited through official CantoMore channels. Product, delivery and returns information is provided before ordering. A shop marked “Coming soon” is not yet accepting checkout.
1. Prices and order confirmation
Unless stated otherwise, prices are in Hong Kong dollars. Products, quantities, total price, delivery, other mandatory charges and expected dispatch arrangements are confirmed before payment. An order is accepted when we verify availability and payment arrangements and send written acceptance. An automated acknowledgement confirms receipt only.
We contact you before acceptance about unavailable items or obvious pricing errors, to agree a correction or cancellation and refund payments for the cancelled items. If an accepted order cannot be supplied, we arrange a refund or an alternative agreed with you.
2. Payment and delivery details
Payment methods are stated in the official order confirmation and may include FPS, bank transfer or AlipayHK. Use verified payment instructions, provide accurate contact and delivery details and mask unrelated banking information in payment evidence. Unpaid orders may be cancelled after the payment deadline notified in advance. Orders are processed after payment is received. If payment is rejected, reversed, disputed or reasonably suspected to be unauthorised, we may seek reasonable verification, notify you of any necessary suspension or cancellation, and handle funds received under applicable law.
3. Changes, cancellation and special orders
Contact us promptly to request a change or cancellation and obtain written confirmation. Change-of-mind cancellations are generally not accepted after dispatch, or once procurement is confirmed or production has started for pre-order or custom goods. Relevant restrictions and reasonable charges are stated before payment. Confirm custom wording, sizes and designs before production.
If delivery cannot be completed as agreed, we will notify you and confirm next steps, including applicable cancellation and refund arrangements. Defects or misdescription in pre-order, custom and sale items are handled under applicable law.
4. Products, delivery and rights
Check product sizes, materials and care instructions. Screen colours may vary slightly; contact us about material differences from the description. We assist with delivery and returns issues as set out in the relevant policies. These terms preserve your statutory consumer rights and do not retrospectively change accepted orders.
Returns, Refunds and Exchanges
For incorrect, missing, damaged, defective or misdescribed goods, or goods unfit for their ordinary purpose or a particular purpose made known to us, contact [email protected]. We assess quality issues and failure to meet an agreed essential delivery deadline and arrange appropriate remedies. Your statutory rights are preserved.
1. Making a request
Please inspect items on receipt. To assist investigation, we suggest reporting visible delivery, incorrect or missing-item issues within 48 hours and functional issues within 7 days. These suggested periods do not prevent requests for problems reasonably discovered later.
Provide purchase details, a description of the issue and any available photos or evidence. An unboxing video is not required. Defects found through reasonable use may be reported after opening or use, including where the original packaging is unavailable.
2. Resolution and returns
We arrange refunds, replacements, delivery of missing items or other remedies according to the issue and your applicable rights. Partial refunds and substitute products require your agreement. We cover reasonable necessary return or replacement delivery costs for errors, defects or misdescription for which we are responsible.
Before returning an item, contact us to confirm the address, shipping method and a reasonable return period. Keep the item and available evidence in suitable condition. We also assist with issues involving delivery arranged by us.
3. Refund and exchange timing
Where inspection is needed, we normally complete inspection and refund or exchange arrangements within 2–3 weeks of receiving the item, or sooner where required by law. We explain any additional time and provide progress updates. Refunds use the original payment method or an agreed traceable method. Banks and payment providers may need additional processing time.
Refunds cover the amount paid for the affected goods and applicable refundable charges. We do not charge administration fees for issues for which we are responsible or replace a refund due by law with store credit.
4. Change of mind and special items
Unless the product page states otherwise or the law requires it, we generally do not accept returns solely for change of mind or choosing the wrong size or style. Discretionary returns are agreed with clear conditions on item condition, packaging, timing and delivery costs. Custom, unsealed hygiene-sensitive or limited items may have additional restrictions. Defect and misdescription claims are assessed separately from change-of-mind conditions.
Shipping and Delivery
Delivery is currently available to Hong Kong Island, Kowloon, the New Territories and serviceable outlying-island addresses. Delivery method, address availability and charges are confirmed before payment.
1. Methods and charges
Delivery may use SF Express, Hongkong Post or another confirmed method, depending on the item and address. Where the delivery method includes tracking, we provide tracking information after dispatch. Delivery charges, remote or outlying-island surcharges and tracking are stated before payment. Additional basic charges for split dispatch require your agreement. Any later necessary charge will be discussed first, with options to change the address or cancel and receive a refund for affected unshipped items.
2. Dispatch and delivery times
Unless agreed otherwise, standard in-stock items are generally processed and handed to the carrier within about 14 working days after payment is confirmed. Working days exclude Saturdays, Sundays and Hong Kong public holidays. Transit times are estimated separately by delivery method and address. Pre-order and custom items follow the order confirmation.
If you require delivery by a particular date, raise it before payment and obtain written confirmation. For delays, including inaccessible addresses, suspended delivery services or events beyond our reasonable control, we notify you and discuss available options, including applicable address changes, postponement, cancellation and refunds.
3. Receipt and delivery issues
Provide accurate address and contact details and follow delivery notices. Reasonable actual costs arising from a requested address change or failure to collect will be explained. Contact us about non-receipt, damage, incorrect or missing items. We will check delivery circumstances, follow up with the carrier and arrange applicable remedies.
Keep packaging and relevant photos where possible to assist investigation. Responsibility for safekeeping generally passes to you on actual delivery to you or your nominated recipient. Unattended-placement arrangements and risks must be agreed first. This does not limit applicable liability for negligence by us or our appointed carrier. See our Returns Policy. Your statutory rights remain unaffected.
Contact and Complaints
Nova Cultural Limited (CantoMore) | Email [email protected] | WhatsApp +852 9782 5984 | Instagram @cantomore_hk.
1. Enquiries and complaints
Provide your contact details, relevant order or service information, a description of the issue and the outcome you seek. Relevant photos or records can help; please provide only necessary information. We acknowledge receipt within a reasonable time and explain next steps if investigation or further information is needed.
We assess concerns using service records, product descriptions, applicable terms and law, and explain the outcome. To request a review, email your reasons or new information. We handle concerns professionally, respectfully and consistently. For threats, harassment, false information or repeated messages after a clear response without new information, we may request clarification or limit contact methods. We retain a reasonable channel for unresolved transactions, genuine complaints and legal requests.
2. Records and other routes
Enquiry and complaint records are handled under our Privacy Policy. You may also contact the Consumer Council about consumer disputes, Hong Kong Customs about suspected unfair trade practices, the Privacy Commissioner about personal data, or a competent court for remedies. Internal review is not required before using these routes.
Questions or privacy requests: [email protected]