1. Scope of app
This policy applies to one-time membership orders purchased through Alipay in the Tdx Teleprompter Android app. It supplements the Membership Terms and Terms of Service.
Redemption codes, gift rights, event rewards and experience rights without actual payment are not payment refunds; their withdrawal, reissue or restoration shall be handled in accordance with the corresponding activity rules and actual records.
2. Situations under which refund can be applied
When one of the following situations occurs, you can contact customer service to apply for verification and refund:
- Verifiable repeated deductions for the same purchase intention due to system anomalies;
- Alipay has confirmed the payment, but after reasonable waiting and reissue processing, the purchased rights still cannot be activated;
- There is a serious failure in the service, resulting in the continued unavailability of the purchased core rights and our inability to repair or provide an alternative within a reasonable period;
- Refunds are clearly supported by product descriptions, event rules, separate agreements between the parties, or applicable laws;
- Other verified circumstances for which we shall be responsible.
3. Situations in which refunds are usually not granted
Without affecting your legal rights, refunds are generally not supported solely because of changes in personal preferences, no longer needed after full use, equipment that does not meet the system requirements specified on the page, accounts or credentials transferred by you on your own initiative, or services that are restricted by law due to violation of the user agreement.
If the actual situation is that a refund is required by law, we are at fault, the product description has other promises, or the consumer has other remedies in accordance with the law, the restriction in the previous paragraph will not apply. We will not use these rules to exclude liability that we may bear under the law.
4. App methods and necessary materials
Email tdxkefu@foxmail.com with the subject "Tdx Teleprompter Refund Request" and provide:
- Your Tdx Teleprompter account or other information needed to locate the account;
- Merchant order number and Alipay transaction number;
- Reason for refund, time of problem occurrence and necessary screenshots;
- Guardianship relationships, identity verification or other necessary materials required by law in special circumstances such as refunds for minors.
Please do not provide Alipay password, bank card password, SMS verification code or sensitive information unrelated to verification. When the materials are insufficient, we may ask you to supplement them, but we will only collect the information necessary to process the app.
5. Review, refund methods and arrival
We will check accounts, orders, Alipay transactions, membership rights and usage. If the conditions are met, the backend will initiate a full refund for the original order; currently, partial refunds, cash refunds, transfers to other accounts or changes to the refund destination are not supported.
The background acceptance or Alipay interface return processing does not mean that the final refund is successful. We will confirm the result through Alipay refund query; only after Alipay confirms that the refund is successful, the order will be marked as refunded and the rights will be revoked. If the result is temporarily uncertain, we will continue to inquire and will not revoke the rights in advance.
Refunds will be refunded according to the original payment route. The actual arrival time is determined by the processing progress of Alipay, banks or other financial institutions, and we cannot promise immediate arrival. When the payment is not received for a long time, you can check with Alipay or the card issuer based on the refund record, or you can contact us for assistance in verification.
6. Orders and membership rights after refund
After the refund is successful, the membership rights issued for the order will be revoked. If the account has unrefunded orders, redemption codes or other legitimate rights and interests, only the rights records corresponding to the refunded orders will be revoked; the final membership status will be subject to the recalculation result of the server.
Repeat refunds cannot be made for the same order. If you purchase again after a refund, a new independent order will be formed and the products and agreement version displayed when the new order is placed will be applicable.
If the refund order is the first successful formal membership order purchased by the invited user, the corresponding invitation commission will be reversed according to the status at the same time: pending settlement or withdrawable commission cancellation, the negative balance of completed manual transfer will be formed and deducted from future income. The first formal purchase commission qualification is based on the fact that the first successful payment is made. Purchases made again after a refund will not incur first purchase commissions again.
7. Special circumstances such as minors and misappropriation
When a guardian makes an app for a minor's purchase without consent, or a user claims that the account, device, or Alipay account has been stolen, we may legally require the provision of necessary materials to verify the facts and relationships, and take security measures such as suspending abnormal sessions and preserving order records.
If there is suspicion of fraud, theft, false materials or repeated claims, we can suspend processing and cooperate with the investigation of payment institutions, financial institutions or competent authorities in accordance with the law, but this will not affect the rights of no-fault consumers in accordance with the law.
8. Contact and dispute resolution
Refund inquiries and complaints: tdxkefu@foxmail.com. Operator: 沈阳天顶星网络科技有限公司, Unified Social Credit Code: 91210124088957535L.
When a dispute occurs, we encourage you to first check the order through customer service and resolve it through negotiation; if negotiation fails, you can file a complaint with a consumer organization or relevant administrative department in accordance with the law, or file a lawsuit with a people's court with jurisdiction.