1. Scope of app
This policy applies to one-time membership orders purchased through Alipay or Google Play Billing 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 or Google Play confirmed payment, but the purchased entitlement still cannot be activated after reasonable waiting and restoration attempts;
- 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;
- The merchant order number, Google Play order number, or applicable payment-channel 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.
Do not provide an Alipay or Google password, bank-card password, SMS code, Google Play purchase token, or unrelated sensitive information. If evidence is incomplete, we may request additional material, but only what is necessary to process the request.
5. Review, refund methods and arrival
We review the account, order, applicable payment-channel transaction, membership entitlement, and usage. For an eligible China order, we may initiate a full original-route refund through Alipay. Google Play orders follow Google Play's refund entry points, rules, and order state, and we may provide necessary assistance. Partial refunds, cash refunds, transfers to another account, and changes to the refund destination are not supported.
Back-end acceptance or a processing response from a payment interface does not mean the refund is complete. We mark an order refunded and revoke its entitlement only after Alipay or Google Play confirms success. If the state is uncertain, we continue checking or wait for real-time notification and do not revoke the entitlement early.
Refunds follow the original payment route. Timing depends on Alipay, Google Play, the bank, or another financial institution, and immediate arrival cannot be promised. If funds do not arrive for an extended period, ask the original payment provider or card issuer using the refund record, or contact us for verification assistance.
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.
7. Special circumstances such as minors and misappropriation
When a guardian challenges an unauthorized minor purchase, or a user reports misuse of an account, device, Alipay account, or Google Play payer account, we may lawfully request evidence needed to verify the facts and relationship and may suspend abnormal sessions or preserve 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.