Policy Purpose: Our company is committed to providing users with high-quality products and services. This refund policy aims to clarify and standardize the refund process for membership services, protecting the legitimate rights and interests of users while ensuring the sustainable and healthy development of our business.
1. Scope of ApplicationThis policy applies to software membership services (including but not limited to monthly, quarterly, annual memberships, etc.) purchased through official channels (such as our official website, app stores, authorized agents).
2. Refund Application Time Limit and ConditionsWe offer a conditional refund policy, as detailed below:
2.1 Automatic Refund (No application needed)Service Not Yet Activated: If you successfully renew your membership and the new term has not yet started (because the old term is still active), you can contact customer service to cancel the non-activated portion of the service for a full refund.
Duplicate Charges Due to Technical Faults: If a system issue causes duplicate charges to the same account, the duplicate amount will be refunded immediately upon verification.
2.2 Eligible Refund Scenarios (Requires review)Within 7 calendar days (or a longer period if required by law) of purchasing the membership service, you may submit a refund request for review under the following circumstances:
Non-functional Product: Core features advertised for the membership service have major defects or are unusable, and our technical team confirms they cannot be fixed within a reasonable timeframe.
Undisclosed Charges: There was misleading information during the purchase process, or charges were made without your explicit consent (e.g., automatic charging after a free trial without clear warning).
App Store Policy Compliance: For users who purchased through third-party platforms like the Apple App Store or Google Play, we will follow the respective platform's refund policy if it offers more lenient terms.
2.3 Generally Non-refundable ScenariosTo ensure fairness for all users, refunds typically cannot be granted in the following cases:
The refund application time limit has expired.
Membership benefits have been substantially used: For example, having used member privileges to download significant resources, removed advertisements, used advanced editing features, etc.
Subjective reasons: Reasons not related to product faults, such as "felt I didn't use it," "didn't like it much," "found another software better later," etc.
Service experience issues caused by the user's own device, network environment, or other personal factors.
Membership services purchased through unofficial or unauthorized channels.
Cases where the account is banned due to violation of the Software User Agreement, resulting in termination of membership services.
3. Refund ProcessSubmit Request: Please submit your refund request via the official customer service email or the "Contact Customer Service" page within your user account. Please provide your account information, order number, purchase date and time, and a detailed reason for the refund request.
Review and Assessment: Our customer service team will review your application within 1-3 business days. If necessary, we may contact you for further details.
Outcome:
Approved: The refund will be issued to the original payment method. The time taken for the refund to appear in your account depends on the processing speed of the payment provider, typically 5-10 business days.
Not Approved: We will inform you of the specific reason via email or an in-app message.
4. Special NotesFree Trial Period: If you cancel your subscription during the free trial period, you will not be charged. Please note that some promotional offers (e.g., "first month discount") may be considered a short paid period rather than a free trial; please read the relevant descriptions carefully before purchasing.
Partial Refunds: For long-term memberships (e.g., annual fees) where part of the service has been used, we generally do not provide pro-rated partial refunds, unless specified in a special agreement or required by law.
Policy Updates: Our company reserves the right to update this policy based on changes in laws, regulations, and business operations. The updated policy will take effect after being announced on our official platforms.
5. Contact UsIf you have any questions about this refund policy, please feel free to contact us via:
Customer Service Email: service@sginda.com