Service Provision, Termination, and Refund Policy

The service usage term is publicly disclosed in the service package information before you confirm the order.

The service can be used on computers, phones, tablets, or suitable electronic devices with an Internet connection.

Requirements regarding operating system, browser, supporting software, and the number of devices allowed for simultaneous use, if any, will be disclosed in each service.

You select a service package, check the information, and make payment according to the instructions on the platform.

After the transaction is confirmed, you log into your account and use the features of the purchased service package.

The content, key features, scope of use, and usage instructions are described in each service before you confirm the order.

Service usage may depend on the account, device, Internet connection, usage term, and disclosed technical conditions.

You are not allowed to unlawfully share your account, access rights, or copy, distribute the content, documents, and data provided on the platform.

Other restrictions, if any, will be disclosed in each service before you confirm the order.

Services may be terminated in the following cases:

• The service has expired or the service package has been fully used;
• Both parties agree to terminate;
• You submit a request to terminate the service;
• You violate the terms of use or legal regulations;
• We are unable to continue providing the service;
• There is a request from a competent state authority or a force majeure event occurs.

When the service is terminated, your access or use of the related service package will end. Remaining fees, rights, and obligations are handled according to this Policy and the conditions disclosed in each service.

In case you are the party requesting termination, the service is considered terminated at the time we receive your notice, unless otherwise agreed by both parties.

You are responsible for paying the fee corresponding to the portion of service provided or used before the termination time.

For an active VIP token or request quota package with quota remaining that is eligible for self-cancellation and a wallet refund, the remaining value equals the purchase amount multiplied by the unused quota divided by the total quota. The cancellation fee is 20% of that remaining value; the amount after the fee is credited to your wallet. Eligibility for a wallet refund also depends on how the package was paid for; packages issued through other arrangements may not generate a refund to the user. The amount, fee and destination are displayed before you confirm. This rule applies only to eligible package types, rather than to all service packages.

• Step 1: You send a request via phone number, email, or publicly disclosed contact method and provide account, transaction information, and the request content.
• Step 2: We confirm receipt within 01 working day and request additional information if necessary.
• Step 3: We check and notify the termination time, the fee to be paid, and the refund amount, if any.

You are eligible for a refund in the following cases:

• Paid but the service package was not provided;
• The service provided does not match the confirmed service package;
• Service cannot be continued due to an error on our part;
• Other cases as per the terms of each service or legal regulations.

A wallet credit under the package cancellation conditions above is separate from a refund to a payment method. For approved refunds outside the wallet, we use the original payment method where possible, a bank transfer or another mutually agreed method.

Refund requests are reviewed and the outcome communicated within the estimated time stated in the complaint handling policy. For a refund to a payment method confirmed as eligible, refund processing is estimated to take 3–7 business days from that confirmation. This is a separate stage after review; that 3–7-day period is not the total time from submitting a request to receiving funds. The time funds reach your account also depends on the receiving method.

The portion of the service already provided or used is not refundable, except in cases of errors arising from our side, mutual agreement otherwise, or legal provisions to the contrary.