1. Overview
This refund policy applies to all paid purchases you make on E-Ink ("Service"), including credit packages and subscription plans. We are committed to providing you with a quality service experience and will process refund requests within reasonable limits.
2. Nature of Digital Products
E-Ink provides digital services and virtual credits. Once delivered or used, they are considered consumed. Due to the nature of digital products, all purchases are generally non-refundable, except as otherwise stated in this policy or required by applicable law.
3. Credit Purchase Refunds
For credit package purchases, the following refund rules apply:
- If the purchased credits have not been used, you may request a full refund within 7 days of purchase.
- If credits have been partially used, we will provide a prorated refund based on the proportion of unused credits.
- If all credits have been used, no refund will be issued.
- In cases where credits were not properly credited due to technical failures, we will reissue credits or provide a full refund after verification.
4. Subscription Refunds
For subscription plans, the following refund rules apply:
- You may cancel your subscription at any time. After cancellation, you will retain access until the end of the current billing period.
- If you cancel within 7 days of starting your subscription and have not extensively used the service, you may request a full refund.
- For subscription cancellations after 7 days, the current billing period is non-refundable, but no further charges will be made.
- Canceling during the free trial period will not incur any charges.
5. Eligible Refund Situations
In addition to the above rules, we will issue refunds in the following cases:
- Duplicate charges: Duplicate charges resulting from system errors will be fully refunded.
- Service not delivered: If payment was successful but the service or credits were not properly delivered, we will refund or redeliver after verification.
- Unauthorized transactions: If you discover unauthorized payments on your account, please contact us immediately.
- Severe service failure: If a technical issue on our end renders the service completely unusable and cannot be resolved within a reasonable time.
6. Refund Process
To request a refund, please follow these steps:
- Contact us by email at selenium39@qq.com and explain the reason for your refund request.
- Please provide your account information, transaction ID, and purchase date.
- We will review and respond to your refund request within 3 business days.
- Once approved, the refund will be processed through your original payment method and typically takes 5-10 business days to appear.
7. Refund Method
All refunds will be processed through your original payment method. Refunds are processed through the Stripe payment platform. The actual time for funds to appear depends on your payment method and bank processing speed. We cannot transfer refunds to other payment methods or accounts.
8. Non-Refundable Situations
Refunds are not available in the following cases:
- Account termination due to violation of the Terms of Service.
- Credits or services that have been fully consumed.
- Refund requests beyond the allowed period (more than 7 days after purchase with credits already used).
- Issues caused by user errors (such as converting the wrong file).
9. Disputes and Chargebacks
If you have questions about a transaction, please contact us through our customer support channels first. We are committed to resolving disputes in a fair and amicable manner. Initiating a chargeback with your bank or credit card company before contacting us may result in suspension of your account.
10. Legal Rights
This refund policy does not affect your statutory rights under applicable consumer protection laws. If the laws in your jurisdiction provide more favorable refund conditions, local law shall prevail.
11. Policy Changes
We reserve the right to modify this refund policy at any time. Any material changes will be communicated by updating this page and the "Last Updated" date. Continued use of the Service after changes constitutes acceptance of the modified refund policy.
12. Contact Us
If you have any questions about refunds or need to request a refund, please contact us through the following:
Email: selenium39@qq.com
We will respond to your refund request within 1-3 business days.