RelayX Refund Policy

Effective Date: July 20, 2026
Version: 2026-07

This policy applies to digital subscription orders directly processed by RelayX. Refund eligibility, maximum refundable amounts, and entitlement handling are determined based on order status, actual payment amount, entitlement consumption, service fulfillment records, and applicable law.

IMPORTANT

Digital subscriptions may not be restorable to an undelivered state once activated or used. RelayX's "24-Hour Post-Purchase Protection for First-Time Buyers" is an additional platform commitment and does not equate to a statutory seven-day no-reason return for all digital services. Situations where refunds or other liabilities are legally required are not limited by the scope of this voluntary platform protection.

1. Eligible Refund Scenarios

1.1 24-Hour Post-Purchase Protection for First-Time Buyers

Users making their first purchase of a specific tool may request a post-purchase review within 24 hours of successful payment:

• If entitlements have not been activated or enabled and the order shows no violations or anomalies, you may apply for a refund of the remaining refundable amount;
• If activated but only reasonably tested to confirm functionality, we will calculate the refund based on verifiable credits, points, duration, or irreversible costs;
• If significant usage has occurred, including bulk exports, substantial credit consumption, or other irreversible value depletion, typically only the unfulfilled portion will be refunded.

Users attempting to circumvent the "first-time purchase" restriction by switching accounts, devices, payment methods, or placing duplicate orders will not receive repeated platform protection.

1.2 Activation Failure or Duplicate Charges

• If service cannot be activated after reasonable troubleshooting and no acceptable alternative is available, a full refund may be requested;
• Duplicate charges verified as belonging to the same order or purchase intent will be fully refunded;
• When payment channels show deduction but RelayX has not received funds, we will assist with transaction verification; final determination follows the payment channel's settlement results.

1.3 Persistent Service Disruptions

• For service unavailability exceeding 12 consecutive hours due to RelayX platform responsibility, we prioritize providing duration compensation matching verified impact;
• For continuous unavailability exceeding 72 hours with no alternative solution available, you may apply for a refund of the remaining unfulfilled portion;
• Disruption determination is based on platform monitoring, service provider status, and ticket records. Issues caused by local network conditions, device incompatibility, failure to follow configuration guidelines, or improper operations are not counted toward platform downtime.

1.4 Significant Discrepancy Between Product and Delivery

If the actual package, billing cycle, or core entitlements significantly differ from the order snapshot, please discontinue use immediately and submit evidence. Upon verification, we will supplement entitlements, provide equivalent alternatives, or refund the affected portion; when the primary purchase purpose cannot be achieved, a full refund may be requested.

2. Typically Non-Refundable Scenarios

Without affecting statutory rights, the following situations are generally outside the scope of voluntary platform refund protection:

• Applications submitted after the applicable deadline when service has been fulfilled as agreed;
• Changes in personal requirements, inability to use, or unmet expectations when functionality matches product descriptions;
• User devices, browsers, networks, regions, or third-party plugins not meeting requirements clearly stated on the product page;
• Significant depletion of credits, points, validity periods, or completion of irreversible data exports and entitlement usage;
• Service suspension or termination due to reselling shared access, modifying security settings, automated scraping, circumvention of restrictions, or other violations;
• Receipt of duplicate compensation for the same loss through refunds, chargebacks, channel claims, or other means;
• Gifted, trial, compensation, or zero-payment entitlements, unless otherwise explicitly stated on the page.

3. How Refund Amounts Are Calculated

Refunds will not exceed the net actual payment amount not yet refunded for the order. Calculation generally follows this sequence:

1. Use the order's actual payment amount as the base, deducting any previously refunded amounts;
2. Calculate consumed value based on fulfilled days, depleted credits or points, and irreversible third-party costs;
3. Determine the maximum refundable amount by deducting legally permitted and pre-disclosed consumed value;
4. Results below 0 are calculated as 0; results exceeding the remaining actual payment amount are capped at that amount.

For credit-based packages, unutilized value may be estimated as "(remaining credits total purchased credits) × net actual payment amount for the corresponding order"; final results are based on server records and the refund review page display. Full refunds due to RelayX's inability to fulfill are not reduced by invalid consumption directly caused by such failures.

Promotions and Gifted Entitlements

• Discounted orders are refunded based on net actual payment amount, not original product price;
• Partial refunds typically do not restore coupons;
• For full refunds, coupon restoration depends on validity period and promotion rules;
• Gifted duration, credits, or other bonus entitlements are withdrawn upon refund completion; if withdrawal is not possible, their pre-disclosed value may be counted toward consumed value.

4. How to Apply

1. Navigate to "Account → Order Management → Order Details."
2. Click "Request Refund," select a reason, and provide necessary details.
3. Submit error screenshots, timestamps, payment receipts, or other required materials as prompted.
4. Track progress including "Submitted," "Under Review," "Processing," "Refund Successful/Failed" in Order Details.

If the refund button is unavailable, the order status may not support self-service applications, a request may already be in process, or manual verification may be required. Please submit a "Refund Request" ticket type and associate it with the order. Do not seek duplicate compensation through repeated refund requests, payment chargebacks, and multi-channel complaints simultaneously.

5. Review, Entitlements, and Processing Time

• We typically complete review within 1–3 business days of receiving complete materials; complex disruptions, third-party record verification, or anomalous transactions may require additional time, with progress updates provided in the ticket.
• Upon approval, refunds are原则上原路退回 (refunded to original payment method). Payment channels generally require an additional 5–10 business days for processing, subject to bank or payment provider timelines.
• Upon full refund completion, the corresponding subscription terminates, unused credits and gifted entitlements are revoked; partial refund entitlement adjustments follow review results.
• If the original payment method cannot receive refunds, we will contact you to verify an alternative; we will never request payment passwords, SMS verification codes, or complete bank card passwords.

Refund requests may be canceled before review via page functionality; cancellation is typically unavailable once channel processing begins. For failed refunds, we retain application records and will reprocess or contact you for additional information.

6. External Channel Orders

When purchasing redemption codes or entitlement vouchers through partner channels:

• Submit refund requests to the original sales channel, which will process refunds based on actual transaction amount and channel rules;
• RelayX verifies redemption status, purchased credits, consumed credits, and remaining entitlements, and may communicate refundable proportions to the channel;
• Upon channel confirmation, RelayX will suspend, shorten, or terminate corresponding entitlements per processing results.

7. Disputes and Statutory Rights

If you disagree with review results, you may submit additional materials in the original refund ticket and request reconsideration. Platform rules do not exclude or limit consumer rights under applicable law; where this policy conflicts with mandatory legal provisions, the law prevails.

For reconsideration requests, please submit a ticket through the Help Center or Account Center and associate it with the original order.