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Refund Policy / 退款政策模板

退款政策_Refund_Policy.md

Refund Policy / 退款政策模板

版本：v0.1 日期：2026-05-11 状态：模板，需财务、支付服务商和律师审阅后上线

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1. Scope / 适用范围

This Refund Policy applies to prepaid credits purchased on [Platform Name].

It does not override mandatory consumer protection laws that may apply in a user’s jurisdiction.

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2. General Rule / 基本规则

Unless required by law or separately agreed:

  • Used credits are non-refundable.
  • Promotional credits are non-refundable and have no cash value.
  • Refunds are available only for unused cash balance.
  • Refunds are returned to the original payment method where possible.
  • Payment processing fees, FX fees, and blockchain network fees may be non-refundable.

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3. Eligible Refunds / 可退款情形

Refunds may be approved where:

  • The user purchased credits but did not use them.
  • Duplicate payment occurred.
  • Payment was made in error.
  • Platform materially failed to provide access and no reasonable alternative was available.
  • Required by applicable law.

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4. Non-Refundable Cases / 不可退款情形

Refunds may be denied where:

  • Credits have already been consumed.
  • The account violated the Terms or AUP.
  • The payment is suspected fraudulent.
  • A chargeback or dispute is already open.
  • Credits were promotional, bonus, gifted, or granted manually.
  • The user requests refund to a different payment method or third party.
  • The request is made after [Refund Window, e.g. 14 days], unless required by law.

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5. Refund Process / 退款流程

To request a refund, contact [Support Email] or submit a support ticket with:

  • Account email.
  • Payment order ID.
  • Payment method.
  • Amount.
  • Reason.

We may request identity, business, or payment verification.

Expected processing time:

  • Review: [3-7 business days].
  • Payment processor settlement: subject to processor and bank timelines.

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6. Partial Refunds / 部分退款

If some credits have been used, we may refund only the remaining unused cash balance after deducting:

  • Used credits.
  • Non-refundable fees.
  • Chargeback costs.
  • Fraud or abuse-related losses where permitted by law.

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7. Crypto / USDT Payments

USDT and crypto payments carry additional constraints:

  • Network fees are non-refundable.
  • Refunds may be made in USDT or equivalent USD value, at our discretion and subject to compliance review.
  • We may refuse refunds to wallets flagged for sanctions, fraud, AML, or security risk.
  • Refunds may require KYC/KYB verification.

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8. Chargebacks / 拒付

If a chargeback or dispute is filed:

  • We may freeze the account and API keys.
  • We may deduct the disputed amount from wallet balance.
  • We may suspend refunds until the dispute is resolved.
  • Repeated chargebacks may lead to termination.

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9. Enterprise Agreements / 企业协议

Enterprise customers may have separate refund, service credit, or SLA terms in an order form or enterprise agreement. If there is a conflict, the signed enterprise agreement controls.