REFUND POLICY FOR ANDROID PAYMENT

Modified on Mon, 1 Apr at 2:53 PM

REFUND POLICY

Valid from April 6, 2024 at 12:00:00 midnight (UTC)

Disclaimer: The following policy is applicable only for payment cases on Google Play Store. For cases related to payment on the Apple App Store, please refer to Apple App Store as we do not have permission to check the App Store payment and subscription. If you are experiencing any payment issues with Apple App Store, kindly contact them directly.

Cancel: https://support.apple.com/en-us/HT202039
Refund: https://support.apple.com/en-us/HT204084

TABLE OF CONTENTS

1. Refund Requests:
2. Cases and Refund Percentage
3. Refund Process
4. Additional Case: Overlapping Subscriptions due to Google Play Auto-Renewal

1. Refund Requests:

Within 48 Hours: Users can request a full refund directly through Google Play within 48 hours of the purchase time.
After 48 Hours: Refund requests after 48 hours should be directed to our support team.

2. Cases and Refund Percentage

To determine the user's eligibility for a refund according to the policy below, their usage time will be calculated from the time of purchase until the moment they contact Customer Support. Each day will be counted as 24 hours. Refund requests will be evaluated based on the usage time and the following cases.

2.1 Eligible for Full Refund (Within 48 Hours):

2.1.1 By Mistake

Purchases made in error by friends/family: Applicable when someone other than the account holder made the purchase unintentionally.
Mistaken selection: Applicable when a user experiences buyer's remorse after purchasing an app they did not intend to.
Incorrect type of purchase made: Applicable when the wrong product or service was unintentionally bought.

2.1.2 Unexpected Auto-Renewal

Applicable when the renewal occurs due to no cancellation or invalid cancellation.

2.1.3 Transfer Premium to Another Email Address

Applicable when the user requests to transfer Premium to another email address.

2.1.4 App Bug

Applicable when there is a fixable issue within the app that the user declines to cooperate in resolving.

2.1.5 Not Working as Advertised

Applicable when the product or service does not function as described or advertised.

2.1.6 Incompatible Device/No Device

Applicable when the app or service is incompatible with the user's device or when the user does not possess the necessary device for the product or service.

2.2 Eligible for Full Refund/Partial Refund (Based on Paid Duration and Usage Time)

2.2.1 Transfer iOS

Applicable when the user requests to transfer Premium to an iOS device

2.2.1.a Within 48 hours: Full refund

2.2.1.b After 48 hours:

Weekly package: Denied refund
Monthly package:
- Less than 15 days: Up to 30% refund
- 15 days or more: Denied refund
Yearly/Lifetime package:
- Less than 183 days: Up to 30% refund
- 183 days or more: Denied refund

2.2.2 Suddenly Get Ads, Unfixable:

Applicable when continuous advertising unexpectedly blocks access to Premium features and cannot be resolved.

2.2.2.a Within 48 hours: Full refund.

2.2.2.b After 48 hours:

Weekly package:
- Less than 72 hours: Up to 30% refund
- 72 hours or more: Denied refund
Monthly package:
- Less than 15 days: Up to 30% refund
- 15 days or more: Denied refund
Yearly/Lifetime package:
- Less than 183 days: Up to 50% refund
- 183 days or more: Up to 30% refund

2.2.3 Bug (Unfixable):

Applicable when there is an unexpected issue within the app that cannot be resolved.

2.2.2.a Within 48 hours: Full refund

2.2.2.b After 48 hours:

Weekly package: Denied refund
Monthly package:
- Less than 15 days: Up to 50% refund
- 15 days or more: Up to 30% refund
Yearly/Lifetime package:
- Less than 183 days: Up to 50% refund
- 183 days or more: Denied refund

2.3 Denied Refund Requests:

Frequent abuse of refund requests due to "by mistakes."
User exceeds the valid usage timeframe without specific reasons.
Reported bugs are fixable in upcoming app versions and are not critical or unresolvable.

3. Refund Process

3.1 Contact Support:

Users seeking refunds must contact our support team through in-app chat support or via email.

3.2 Cancellation of Subscriptions:

Users can cancel their subscription on the Google Play Store or reach out to our support team for guidance through in-app chat support or via email.

3.3 Support Response Time:

We commit to responding to customer support inquiries within 3 business days and within 24 hours for any urgent support or product concerns indicated by Google.

3.4 Refund Review and Notification:

Our support team will review refund requests promptly upon receipt of the necessary information. Users will be notified via email or in-app chat regarding the decision.

4. Additional Case: Overlapping Subscriptions due to Google Play Auto-Renewal

4.1 Scenario Explanation:

Google Play's system processes subscriptions or in-app purchases separately, without automatically stopping or crediting remaining time or budget when purchasing a different subscription tier. Suppose a user unintentionally purchases a higher-priced subscription while the lower-priced subscription is still active due to auto-renewal. In that case, the user must cancel the previous subscription before purchasing the new one.

4.2 Solution for Refund:

Refund the cost of the old subscription packages from the time of purchasing the higher-priced package.
Refund will consider the equivalent value of up to 12 weekly purchases (if the previous subscription is Weekly) or the equivalent value of up to 3 monthly purchases (if the previous subscription is Monthly) as a maximum, evaluated case by case.
Depending on the number of overlapping packages, refunds may be processed at once or in defined periods.

4.3 Refund Process:

Users must contact our support team via email or in-app chat support within settings, providing details of the overlapping subscriptions, the purchase IDs, the registered email, and a brief explanation of the issue.
Our support team will review the case and initiate the refund process accordingly.

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