Refund Commitment
We are committed to providing satisfactory service. If you are not satisfied with your purchase, you may request a refund according to this policy. We will process your refund request within a reasonable time.
Refund Eligibility
You may request a refund in the following cases:
- Unable to access service content after payment (technical failure)
- Service content significantly differs from description
- Duplicate payment for the same service
- Unauthorized payment (proof required)
- Service unused within 7 days of purchase
Non-Refundable Cases
We cannot provide refunds in the following cases:
- Used AI analysis reports (already generated and viewed)
- Service purchased more than 30 days ago
- Account banned due to service abuse
- Subjective dissatisfaction (not related to service quality issues)
- Inaccurate service due to incorrect information provided by user
Refund Process
To request a refund, please follow these steps:
- Contact our support team via email (xiayouyangguang@163.com or cloudhetong@163.com)
- Provide order number, payment proof, and refund reason
- We will review your request within 2 business days
- If approved, refund will be processed within 5-7 business days
- You will receive a refund confirmation email
Refund Timeline
Refund processing time explanation:
- Request review: 2 business days
- Refund processing after approval: 1-2 business days
- Refund arrival time: 3-7 business days (depending on payment method)
- Total processing time: up to 10 business days
- Special cases may require more time, we will notify you promptly
Refund Method
Refunds will be returned through the original payment channel:
- Credit/Debit Card: Refund to original card account
- Digital Wallet (e.g., Alipay, WeChat Pay): Refund to original wallet
- Bank Transfer: Refund to original bank account
- Cryptocurrency Payment: Refund to original wallet address
- Refund amount will deduct payment channel fees (if applicable)
Partial Refund
In some cases, we may offer partial refunds:
- Service partially completed but unsatisfactory: Refund by usage ratio
- Service has quality flaws but still usable: 50%-80% refund
- Past refund period but special circumstances: Discretionary refund
- Specific refund ratio determined by us based on actual situation
Chargeback Notice
Regarding chargebacks initiated with banks or payment platforms:
- Please contact us to resolve the issue before initiating a chargeback
- Direct chargeback may result in account freeze or ban
- Fraudulent chargebacks will be recorded and may lead to legal action
- If chargeback has been initiated, we will suspend refund processing until chargeback is resolved
- We reserve the right to dispute chargebacks
Contact Us
For refund requests or questions, please contact:
Refund Inquiries: xiayouyangguang@163.com
Alternative Email: cloudhetong@163.com
We will respond to your refund request within 24 hours
Important Notice
We reserve the right to adjust the refund policy based on specific circumstances, but will notify users 30 days in advance. This policy follows Creem payment platform's refund rules, and refund processing is subject to Creem platform limitations (processable within 60 days). Disputes will be resolved through friendly negotiation.