Refund Policy

Refund Policy

Introduction

At Redvilla, we strive to provide transparent and fair refund practices. This policy applies to all subscription payments and purchases made on our platform. For more information about our platform’s functionality, please visit our How Redvilla works page. By subscribing, you agree to the terms outlined below.

General Refund Policy

Subscription payments are non-refundable except in the following circumstances:

  1. Billing Errors: Duplicate charges, unauthorized transactions, or payments made after cancellation.
  2. Technical Failures: Service unavailability caused by our platform (e.g., prolonged downtime not attributable to your device/network). For more details on our platform’s operation and technical requirements, please see our How Redvilla works page.
  3. Statutory Rights: Refunds required under applicable consumer laws (e.g., Australian Consumer Law, EU directives: Refunds required under Directive 2011/83/EU and Directive 2019/770 (e.g., defective digital services, withdrawal rights), Brazilian Consumer Protection Code, Mexico’s Federal Consumer Protection Law, Thailand’s Consumer Protection Act, Philippines’ Consumer Act of 1992 (Republic Act No. 7394), Hungary’s Act CLV of 1997 on Consumer Protection, Canada’s Competition Act, Quebec’s Consumer Protection Act, Czech Republic’s Civil Code (Act No. 89/2012 Coll.) and Consumer Protection Act (Act No. 634/1992 Coll.), Denmark’s Consumer Contracts Act, Israel’s Consumer Protection Law 5741-1981, Japan’s Consumer Contract Act (Act No. 61 of 2000) and Act on Specified Commercial Transactions (Act No. 57 of 1976), New Zealand’s Consumer Guarantees Act 1993, Norway’s Consumer Purchases Act (Forbrukerkjøpsloven) and Marketing Control Act (Markedsføringsloven), Poland’s Act on Consumer Rights (Ustawa o prawach konsumenta) of 30 May 2014, UK Consumer Rights Act 2015, Consumer Contracts Regulations 2013, Singapore’s Consumer Protection (Fair Trading) Act (CPFTA), Sweden’s Distance and Off-Premises Contracts Act, Switzerland’s Code of Obligations (Obligationenrecht, OR), U.S. FTC regulations (e.g., ROSCA), state laws (e.g., California’s Automatic Renewal Law), Hong Kong’s Supply of Services (Implied Terms) Ordinance (Cap. 457) and Control of Exemption Clauses Ordinance (Cap. 71), China’s Consumer Rights and Interests Protection Law (中华人民共和国消费者权益保护法) and E-Commerce Law (中华人民共和国电子商务法), Taiwan’s Consumer Protection Act (消費者保護法) and Digital Content Regulations, Malaysia’s Consumer Protection Act 1999 (CPA) and Electronic Commerce Act 2006).

Non-Refundable Items

  • Gift Cards: Purchased directly through third-party retailers (contact the retailer for refunds).
  • Partner Transactions: Payments processed via third-party platforms (e.g., app stores; contact the partner directly).
  • Completed Subscription Periods: No refunds for partial/unused periods if service was accessible as described.

How to Request a Refund

  1. Contact Us: Email info@redvilla.tech within 7 days of the charge, including:
    • Proof of purchase (transaction ID, receipt, or bank statement).
    • Detailed reason for the request.
  2. Review Process: We will inspect your case and notify you of approval/denial within 7 business days.
  3. Approved Refunds: Processed to the original payment method within 14 days. Alternative methods require written agreement.

Late or Missing Refunds

  1. Check your bank/card statement (processing times vary by provider).
  2. If unresolved, contact your payment provider.
  3. Still missing? Email info@redvilla.tech for assistance.

Your statutory rights are not affected by this policy. Key regions include:

Australia

Under the Australian Consumer Law (ACL) (Schedule 2 of the Competition and Consumer Act 2010), consumers are entitled to guarantees for digital services, including that services will:

  • Be provided with due care and skill.
  • Be fit for the intended purpose (e.g., streaming/downloading as described).
  • Match descriptions or samples provided on our platform.

Key Provisions:

  1. Major Failures
    You may be entitled to a refund or replacement if the service has a major failure, such as:
    • Being unusable due to persistent technical errors caused by our platform.
    • Not functioning as described (e.g., advertised features unavailable).
    • Not being provided with due care and skill.
  2. Minor Failures
    For minor issues, we will resolve the problem free of charge within a reasonable timeframe. If we fail to do so, you may request a refund proportionate to the defect.
  3. Automatic Renewals
    Subscriptions renew automatically unless canceled before the next billing cycle. Refunds for renewed charges are granted only for billing errors (e.g., unauthorized charges) or verifiable technical failures preventing access.
  4. Dispute Resolution
    If unsatisfied with our resolution, contact the Australian Competition & Consumer Commission (ACCC) or your state/territory’s consumer protection agency (e.g., NSW Fair Trading, Consumer Affairs Victoria).

European Union (EU)

EU consumers retain rights under Directive 2011/83/EU (Consumer Rights Directive) and Directive 2019/770 (Digital Content Directive). Key provisions include:

14-Day Withdrawal Period:

  • You may cancel your subscription and request a full refund within 14 days of purchase if you have not accessed the service (e.g., streaming/downloading content).
  • Exception: Once you begin using the service, the withdrawal right is waived unless the service is defective or misrepresented.

Defective or Non-Conforming Services:

  • If the service fails to meet contractual terms (e.g., persistent technical errors, unavailable features), you are entitled to:
    • Repair or Replacement: We will resolve the issue within a reasonable timeframe.
    • Price Reduction or Full Refund: If repair/replacement is impossible or delayed unreasonably.

Automatic Renewals:

  • Subscriptions renew automatically unless canceled before the next billing cycle.
  • Clear disclosure of renewal terms (frequency, price) is provided in compliance with EU transparency requirements.

Dispute Resolution:

  • If unsatisfied with our resolution, contact your local EU consumer protection agency or use the EU’s Online Dispute Resolution (ODR) Platform (ec.europa.eu/odr).

Brazil

Under Brazilian Consumer Protection Code (Código de Defesa do Consumidor, CDC):

  • 7-Day Cooling-Off Period: You may cancel your subscription and request a refund within 7 days of purchase if you have not accessed the service.
  • Defective Services: If the service fails to function as described (e.g., persistent technical issues), you may request a refund, repair, or contract termination.
  • Automatic Renewals: Subscriptions renew automatically unless canceled. Refunds for renewed charges are only granted for billing errors or technical failures.
  • Dispute Resolution: Contact Procon (Brazil’s consumer protection agency) if unresolved.

Mexico

Under Mexico’s Federal Consumer Protection Law (Ley Federal de Protección al Consumidor):

  • Defective Services: If the service does not function as described (e.g., persistent technical issues, material misrepresentation), you may request a refund, repair, or contract termination.
  • Automatic Renewals: Subscriptions renew automatically unless canceled. Refunds for renewed charges are only granted for billing errors or technical failures.
  • Dispute Resolution: If unsatisfied with our resolution, contact PROFECO (Procuraduría Federal del Consumidor), Mexico’s consumer protection agency.

Thailand

Under Thailand’s Consumer Protection Act B.E. 2522 (1979) and Electronic Transactions Act B.E. 2544 (2001):

  • Defective Services: If the service fails to function as described (e.g., persistent technical issues, material errors), you may request a refund or repair.
  • Automatic Renewals: Subscriptions renew unless canceled. Refunds for renewals are granted only for billing errors or technical failures.
  • Dispute Resolution: If unresolved, contact Thailand’s Office of the Consumer Protection Board (OCPB) or file a complaint via their online portal.

Philippines

Under the Consumer Act of the Philippines (Republic Act No. 7394) and related regulations:

  • Defective Services: If the service does not function as described (e.g., persistent technical issues, material errors), you may request a refund, repair, or replacement. Refunds may be granted if the service cannot be rectified within a reasonable time.
  • Automatic Renewals: Subscriptions renew automatically unless canceled in accordance with our terms. Refunds for renewed charges are only provided for billing errors or verifiable technical failures preventing access.
  • Dispute Resolution: If unsatisfied with our resolution, contact the Philippines Department of Trade and Industry (DTI) through their Fair Trade Enforcement Bureau or file a complaint via DTI Consumer Care.

Hungary

Under Hungary’s Act CLV of 1997 on Consumer Protection and EU directives:

  • 14-Day Withdrawal Period: You may cancel your subscription and request a full refund within 14 days of purchase if you have not accessed the service. Once content streaming/download begins, this right is waived unless the service is defective.
  • Defective Services: If the service fails to function as described (e.g., persistent technical errors preventing access), you may request a refund or repair. Refunds will be processed if the issue cannot be resolved within a reasonable timeframe.
  • Automatic Renewals: Subscriptions renew automatically unless canceled before the next billing cycle. Refunds for renewed charges are granted only for billing errors or verifiable technical failures.
  • Dispute Resolution: If unresolved, contact Hungary’s Hungarian Competition Authority (Gazdasági Versenyhivatal – GVH) or file a complaint via their online portal.

Canada

Under Canada’s Competition Act and provincial consumer protection laws, including Quebec’s Consumer Protection Act (Loi sur la protection du consommateur):

  • Quebec Cooling-Off Period: Residents of Quebec may cancel their subscription and request a full refund within 10 days of purchase if they have not accessed the service. Once streaming/download begins, this right is waived unless the service is defective.
  • Defective Services: If the service fails to function as described (e.g., persistent technical issues preventing access), you may request a refund or repair under applicable provincial laws.
  • Automatic Renewals: Subscriptions renew automatically unless canceled before the next billing cycle. Terms are clearly disclosed in compliance with the Competition Act.
  • Dispute Resolution: If unresolved, contact your provincial consumer protection office (e.g., Office de la protection du consommateur in Quebec, Consumer Protection BC) or the Competition Bureau of Canada.

Czech Republic

Under Czech Republic’s Civil Code (Act No. 89/2012 Coll.), Consumer Protection Act (Act No. 634/1992 Coll.), and EU directives:

  • 14-Day Withdrawal Period: You may cancel your subscription and request a full refund within 14 days of purchase if you have not accessed the service. Once streaming/download begins, this right is waived unless the service is defective.
  • Defective Services: If the service fails to function as described (e.g., persistent technical errors preventing access), you may request a refund, repair, or replacement. Refunds will be processed if the issue cannot be resolved within a reasonable timeframe.
  • Automatic Renewals: Subscriptions renew automatically unless canceled before the next billing cycle. Refunds for renewed charges are granted only for billing errors or verifiable technical failures.
  • Dispute Resolution: If unsatisfied with our resolution, contact the Czech Trade Inspection Authority (Česká obchodní inspekce – ČOI) via their online portal or file a complaint at your regional ČOI office.

Denmark

Under Denmark’s Consumer Contracts Act (implementing EU Directive 2011/83/EU) and the Marketing Practices Act (Markedsføringsloven):

  • 14-Day Withdrawal Period: You may cancel your subscription and request a full refund within 14 days of purchase if you have not accessed the service. Once you begin streaming or downloading content, this right is waived unless the service is defective.
  • Defective Services: If the service fails to function as described (e.g., persistent technical issues preventing access), you may request a refund or repair. Refunds will be processed if the issue cannot be resolved within a reasonable timeframe.
  • Automatic Renewals: Subscriptions renew automatically unless canceled before the next billing cycle. Clear disclosure of renewal terms is provided in compliance with Danish law.
  • Dispute Resolution: If unsatisfied with our resolution, contact the Danish Consumer Ombudsman (Forbrugerombudsmanden) or file a complaint via their website.

Israel

Under Israel’s Consumer Protection Law 5741-1981 and regulations:

  • 14-Day Cooling-Off Period:
    You may cancel your subscription and request a full refund within 14 days of purchase if you have not accessed the service (e.g., streaming/downloading content). Once you begin using the service, the withdrawal right is waived unless the service is defective or misrepresented.
  • Defective or Non-Conforming Services:
    If the service fails to meet contractual terms (e.g., persistent technical errors, unavailable features), you are entitled to:
    • Repair or Replacement: We will resolve the issue within a reasonable timeframe.
    • Full Refund: If repair/replacement is impossible or delayed unreasonably.
  • Automatic Renewals:
    Subscriptions renew automatically unless canceled before the next billing cycle. Terms (price, frequency) must be clearly disclosed in compliance with Israeli law. Refunds for renewed charges are granted only for billing errors or technical failures.
  • Dispute Resolution:
    If unsatisfied with our resolution, contact Israel’s Consumer Protection and Fair Trade Authority (רשת להגנת הצרכן) via their website or file a complaint at +972-2-666-2900.

Japan

Under Japan’s Consumer Contract Act (消費者契約法) and Act on Specified Commercial Transactions (特定商取引法):

Defective or Non-Conforming Services:

  • If the service fails to function as described (e.g., persistent technical errors, unavailability of advertised features), you may request a refund, repair, or replacement.
  • Refunds will be processed if the issue cannot be resolved within a reasonable timeframe or if the service materially deviates from what was promised.

Cooling-Off Period for Digital Services:

  • Japan’s laws do not grant a statutory cooling-off period for digital services once you have started using them (e.g., streaming/downloading content).
  • Exception: If the service was misrepresented or defective at the time of purchase, refund rights apply regardless of usage.

Automatic Renewals:

  • Subscriptions renew automatically unless canceled before the next billing cycle.
  • Clear disclosure of renewal terms (price, frequency) is provided in compliance with Japanese transparency requirements. Refunds for renewed charges are granted only for billing errors or verifiable technical failures.

Dispute Resolution:

  • If unsatisfied with our resolution, contact Japan’s Consumer Affairs Agency (国民生活センター) via their website or file a complaint at your local Consumer Affairs Center.

New Zealand

Under New Zealand’s Consumer Guarantees Act 1993 (CGA) and Fair Trading Act 1986:

  • Guarantees for Digital Services:

    The CGA requires that services (including digital subscriptions) must:
    • Be provided with reasonable care and skill.Be fit for the intended purpose (e.g., streaming/downloading as described).Match descriptions or samples provided on our platform.

    If the service fails to meet these guarantees, you may be entitled to:
    • Repair or Replacement: We will resolve the issue within a reasonable timeframe.
    • Refund: For major failures (e.g., persistent technical errors making the service unusable, material misrepresentation of content).
  • Automatic Renewals:
    Subscriptions renew automatically unless canceled before the next billing cycle. Renewal terms (price, frequency) are clearly disclosed in compliance with the Fair Trading Act 1986 (prohibiting misleading claims).
  • Dispute Resolution:
    If unsatisfied with our resolution, contact New Zealand’s Commerce Commission (comcom.govt.nz) or file a complaint with the Disputes Tribunal (disputestribunal.govt.nz).

Norway

Under Norway’s Consumer Purchases Act (Forbrukerkjøpsloven) and Marketing Control Act (Markedsføringsloven):

  1. 14-Day Withdrawal Period:
    • You may cancel your subscription and request a full refund within 14 days of purchase if you have not accessed the service (e.g., streaming/downloading content).
    • Exception: Once you begin using the service, the withdrawal right is waived unless the service is defective or misrepresented.
  2. Defective or Non-Conforming Services:
    • If the service fails to meet contractual terms (e.g., persistent technical errors, unavailable features), you are entitled to:
      • Repair or Replacement: We will resolve the issue within a reasonable timeframe.
      • Price Reduction or Full Refund: If repair/replacement is impossible or delayed unreasonably.
    • For significant defects, you may terminate the contract immediately and demand a refund.
  3. Automatic Renewals:
    • Subscriptions renew automatically unless canceled before the next billing cycle.
    • Clear disclosure of renewal terms (frequency, price) is provided in compliance with Norway’s Marketing Control Act.
  4. Dispute Resolution:
    • If unsatisfied with our resolution, contact Norway’s Consumer Council (Forbrukerrådet) or file a complaint with the Consumer Dispute Commission (Forbrukertvistutvalget) via their online portal.

Poland

Under Poland’s Act on Consumer Rights (Ustawa o prawach konsumenta) and EU directives:

  1. 14-Day Withdrawal Period:
    You may cancel your subscription and request a full refund within 14 days of purchase if you have not accessed the service (e.g., streaming/downloading content). Once you begin using the service, this right is waived unless the service is defective or misrepresented.
  2. Defective or Non-Conforming Services:
    If the service fails to meet contractual terms (e.g., persistent technical errors, unavailable features), you are entitled to:
    • Repair or Replacement: We will resolve the issue within a reasonable timeframe.
    • Price Reduction or Full Refund: If repair/replacement is impossible or delayed unreasonably.
  3. Automatic Renewals:
    Subscriptions renew automatically unless canceled before the next billing cycle. Clear disclosure of renewal terms (price, frequency) is provided in compliance with Polish law. Refunds for renewed charges are granted only for billing errors or verifiable technical failures.
  4. Dispute Resolution:
    If unsatisfied with our resolution, contact Poland’s Office of Competition and Consumer Protection (Urząd Ochrony Konkurencji i Konsumentów – UOKiK) or use the EU’s Online Dispute Resolution (ODR) Platform.

United Kingdom

Under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, UK consumers have the following rights for digital services:

14-Day Cancellation Right:
You may cancel your subscription and request a full refund within 14 days of purchase if you have not accessed the service (e.g., streaming/downloading content).

  • Exception: Once you begin using the service (e.g., stream or download content), your right to cancel ends unless the service is defective or misrepresented.

Defective or Non-Conforming Services:
If the service fails to meet the following standards, you may be entitled to a repair, replacement, price reduction, or full refund:

  • Satisfactory Quality: The service must function without significant technical defects.
  • Fit for Purpose: The service must operate as described (e.g., streaming capability).
  • As Described: Content must match the descriptions on our platform.

Automatic Renewals:
Subscriptions renew automatically unless canceled before the next billing cycle. Renewal terms (price, frequency) are clearly disclosed in compliance with UK transparency laws. Refunds for renewed charges are granted only for billing errors or technical failures.

Dispute Resolution:
If unsatisfied with our resolution, contact the UK’s Citizens Advice (citizensadvice.org.uk) or escalate to the Competition and Markets Authority (CMA). For Alternative Dispute Resolution (ADR), use the UK’s Resolver (resolver.co.uk).

Singapore

Under Singapore’s Consumer Protection (Fair Trading) Act (CPFTA) and Electronic Transactions Act (ETA):

  • Defective or Non-Conforming Services:
    If the service does not function as described (e.g., persistent technical issues, material misrepresentation), you may be entitled to a refund or repair. Refunds will be processed if the issue cannot be resolved within a reasonable timeframe.
  • No Statutory Cooling-Off Period:
    Singapore law does not mandate a cooling-off period for digital services. Refunds are granted only for billing errors, technical failures, or if the service materially deviates from what was promised.
  • Automatic Renewals:
    Subscriptions renew automatically unless canceled before the next billing cycle. Renewal terms (price, frequency) are clearly disclosed. Refunds for renewed charges are provided solely for billing errors or verifiable technical failures.
  • Dispute Resolution:
    If unsatisfied with our resolution, contact the Consumers Association of Singapore (CASE) via their website or utilize the Singapore Mediation Centre (mediation.com.sg).

Sweden

Under Sweden’s implementation of EU directives (Consumer Rights Directive 2011/83/EU and Digital Content Directive 2019/770) and national laws, including the Distance and Off-Premises Contracts Act (Lag om distansavtal och avtal utanför affärslokaler):

  1. 14-Day Withdrawal Period:
    • You may cancel your subscription and request a full refund within 14 days of purchase if you have not accessed the service (e.g., streaming/downloading content).
    • Exception: Once you begin using the service (e.g., stream or download content), the withdrawal right is waived unless the service is defective or misrepresented.
  2. Defective or Non-Conforming Services:
    • If the service fails to meet contractual terms (e.g., persistent technical errors, unavailable features), you are entitled to:
      • Repair or Replacement: We will resolve the issue within a reasonable timeframe.
      • Price Reduction or Full Refund: If repair/replacement is impossible or delayed unreasonably.
  3. Automatic Renewals:
    • Subscriptions renew automatically unless canceled before the next billing cycle. Renewal terms (price, frequency) are clearly disclosed in compliance with Swedish law. Refunds for renewed charges are granted only for billing errors or verifiable technical failures.
  4. Dispute Resolution:
    • If unsatisfied with our resolution, contact Sweden’s Swedish Consumer Agency (Konsumentverket) or use the EU’s Online Dispute Resolution (ODR) Platform (ec.europa.eu/odr).

Switzerland

Under Switzerland’s Code of Obligations (Obligationenrecht, OR) and consumer protection laws:

14-Day Withdrawal Period for Distance Contracts:

  • You may cancel your subscription and request a full refund within 14 days of purchase if you have not accessed the service (e.g., streaming/downloading content).
  • Exception: If you begin using the service (e.g., stream or download content) during the 14-day period, your withdrawal right is waived unless the service is defective or misrepresented.

Defective or Non-Conforming Services:

  • If the service fails to function as described (e.g., persistent technical errors, unavailable features), you are entitled to:
    • Repair or Replacement: We will resolve the issue within a reasonable timeframe.
    • Price Reduction or Full Refund: If repair/replacement is impossible or delayed unreasonably.
  • For material defects (e.g., service unusable due to platform errors), you may terminate the contract and demand a refund.

Automatic Renewals:

  • Subscriptions renew automatically unless canceled before the next billing cycle. Renewal terms (price, frequency) are clearly disclosed in compliance with Swiss transparency requirements.
  • Refunds for renewed charges are granted only for billing errors (e.g., unauthorized charges) or verifiable technical failures (e.g., service unavailability caused by our platform).

Dispute Resolution:

  • If unsatisfied with our resolution, contact Switzerland’s State Secretariat for Economic Affairs (SECO) or your local consumer protection agency. Legal disputes may be resolved through Swiss courts.

United States

Under U.S. federal and state laws, including the Federal Trade Commission (FTC) regulations and state-specific consumer protection laws:

  • Automatic Renewals:
    Subscriptions renew automatically unless canceled before the next billing cycle. In compliance with the Restore Online Shoppers’ Confidence Act (ROSCA) and state laws (e.g., California’s Automatic Renewal Law):
    • Clear disclosure of renewal terms (price, frequency) is provided at signup.
    • Easy cancellation mechanisms are available (e.g., via your account settings or email).
    • Refunds for renewed charges may be granted if renewal terms were not clearly disclosed or cancellation requests were not honored.
  • Digital Service Refunds:
    U.S. law generally does not mandate refunds for digital services unless:
    • The service was materially misrepresented (e.g., advertised features are non-functional).
    • Technical failures prevent access to the service as described (e.g., platform-side errors).
    • A billing error occurs (e.g., unauthorized charge).
  • State-Specific Rights:
    • California: Consumers may request refunds if automatic renewal terms were not clearly disclosed or cancellation was obstructed (California Business and Professions Code § 17600 et seq.).
    • Other States: Certain states (e.g., New York, Florida) may grant refund rights under consumer protection laws for deceptive practices or failure to deliver services as promised.
  • Dispute Resolution:
    If unsatisfied with our resolution, contact the FTC (ftc.gov) or your state Attorney General’s office.

Hong Kong

Under Hong Kong’s Supply of Services (Implied Terms) Ordinance (Cap. 457) and Control of Exemption Clauses Ordinance (Cap. 71), consumers of digital services are entitled to the following protections:

Implied Terms for Services:

  • Services must be provided with reasonable care and skill and conform to contractual descriptions.
  • If the service is defective, materially misrepresented, or fails to function as described (e.g., persistent technical errors preventing access), you may request a refund, repair, or replacement.

No Statutory Cooling-Off Period:

  • Hong Kong law does not mandate a cooling-off period for digital services. Refunds are not required solely for a change of mind.
  • Exception: Refunds may be granted if the service is defective, misrepresented, or inaccessible due to platform-side technical failures.

Automatic Renewals:

  • Subscriptions renew automatically unless canceled before the next billing cycle.
  • Renewal terms (price, frequency) must be clearly disclosed. Refunds for renewed charges are granted only for billing errors (e.g., unauthorized charges) or verifiable technical failures (e.g., service unavailability caused by our platform).

Dispute Resolution:

  • If unsatisfied with our resolution, contact Hong Kong’s Customs and Excise Department (C&ED) (Consumer Complaint Hotline: +852 2545 6182) or file a complaint via their online portal.

China

Under China’s Consumer Rights and Interests Protection Law (消费者权益保护法) and E-Commerce Law (电子商务法), users in China have the following rights for digital services:

Defective or Non-Conforming Services

If the service fails to function as described (e.g., persistent technical errors, unavailability of advertised features, or material misrepresentation), you are entitled to:

  • Repair or Replacement: We will resolve the issue within a reasonable timeframe.
  • Full Refund: If repair/replacement is impossible or delayed unreasonably.
Automatic Renewals
  • Subscriptions renew automatically unless canceled before the next billing cycle.
  • In compliance with Article 19 of China’s E-Commerce Law, we clearly disclose renewal terms (price, frequency, and cancellation methods) at the time of purchase.
  • Refunds for renewed charges are granted only for billing errors (e.g., unauthorized charges) or technical failures preventing access.
No Statutory Cooling-Off Period

China’s laws do not mandate a cooling-off period for digital services. Refunds are not required for changes of mind or partial/unused periods if the service was accessible as described.

Dispute Resolution

If unsatisfied with our resolution:

  • Contact China’s State Administration for Market Regulation (SAMR) or your local Consumer Association (消费者协会).
  • Escalate complaints via the 12315 Platform (www.12315.cn) or hotline (+86-12315).

Malaysia

Under Malaysia’s Consumer Protection Act 1999 (CPA) and Electronic Commerce Act 2006, users in Malaysia are entitled to the following protections for digital services:

  1. Defective or Non-Conforming Services:
    • If the service fails to function as described (e.g., persistent technical errors, unavailability of advertised features, or material misrepresentation), you may request:
      • Repair or Replacement: We will resolve the issue within a reasonable timeframe.
      • Full Refund: If the defect cannot be remedied or significantly impairs service usability.
  2. Automatic Renewals:
    • Subscriptions renew automatically unless canceled before the next billing cycle. Renewal terms (price, frequency) are disclosed in compliance with the Electronic Commerce Act 2006. Refunds for renewed charges are granted only for billing errors or verifiable technical failures.
  3. No Statutory Cooling-Off Period:
    • Malaysian law does not mandate a cooling-off period for digital services. Refunds are not required for changes of mind or partial/unused periods if the service was accessible as described.
  4. Dispute Resolution:
    • If unsatisfied with our resolution, contact the Malaysia Tribunal for Consumer Claims (TTPM) or file a complaint via the Ministry of Domestic Trade and Cost of Living (KPDNHEP) at e-aduan.kpdn.gov.my.

Taiwan

Under Taiwan’s Consumer Protection Act (消費者保護法) and Digital Content Regulations:

Digital Service Protections:

The Consumer Protection Act provides that digital services must:

  • Function as described in promotional materials
  • Be provided with reasonable care and skill
  • Be fit for the purpose communicated to consumers

If our service fails to meet these standards (e.g., persistent technical errors preventing access, material misrepresentation of features), you may be entitled to:

  • Repair: We will resolve technical issues within a reasonable timeframe
  • Refund: If repair is impossible or significantly delayed

7-Day Cooling-Off Period:

Under Article 19 of Taiwan’s Consumer Protection Act, consumers have a 7-day cooling-off period for distance selling contracts. However, this right does not apply to digital content services once you begin accessing or downloading content, unless the service is defective.

Automatic Renewals:

Subscriptions renew automatically unless canceled before the next billing cycle. In compliance with Taiwan’s regulations:

  • Clear disclosure of renewal terms (price, frequency) is provided at signup
  • Renewal notifications are sent before processing payments
  • Refunds for renewed charges are granted only for billing errors or verifiable technical failures

Dispute Resolution:

If unsatisfied with our resolution, you may:

  • Contact Taiwan’s Consumer Protection Committee (行政院消費者保護會)
  • File a complaint via the 1950 Consumer Service Hotline
  • Seek mediation through your local government’s Consumer Ombudsman

Other Regions

Contact your local consumer protection agency for region-specific rights.

Please refer to our Terms of Use for a comprehensive understanding of your rights and obligations when using our platform

Cancellations

You may cancel your subscription anytime. Access continues until the end of the billing cycle. No prorated refunds for mid-cycle cancellations.

Contact Us

For refund requests or questions:

Updates to This Policy
We may revise this policy periodically. Changes take effect immediately upon posting.

Last Updated: March 15, 2025