Refund Policy

1. Scope

This policy applies to point packs you buy from us.

• Trial points given at sign-up, and points earned by referring friends or using an invitation code, are free, have no cash value and are not refundable.
• If you have signed a separate contract with us (for example, an enterprise purchase), refunds follow that contract.

2. About point packs

• A point pack is a digital service; nothing is shipped. Once your payment is complete and we have confirmed it, the points are credited to your account and can be used right away.
• Points are credited automatically after payment.
• Each batch of points (purchased or free) is valid for one year from the date it is credited. Points expiring soonest are used first, and points not used within that year expire automatically and are not refunded or reissued. There is no monthly fee and nothing renews automatically.
• Points are non-transferable, cannot be exchanged for cash and cannot be moved between accounts.
• The number of points each feature uses is shown on its button, and points are deducted only when you click it.

3. Automatic point refunds

Points are returned to your account automatically, without a request, in these cases:

• Failure on our side: if an analysis or document generation fails for reasons on our side, all points deducted for it are returned.
• Queued work is cancelled: work that is still queued and has not started is refunded in full when you cancel or delete it.

You can see every purchase, deduction and refund of points under Settings → Points & usage.

4. When you can request a refund

You can request a refund if:

• Duplicate payment: you were charged more than once for the same purchase.
• Points not credited: your payment was completed but the points never reached your account, and we are unable to credit them.
• Wrong amount: the amount charged differs from the price shown when you bought.
• Required by law: applicable law gives you a right to a refund (see Section 5).

5. Statutory rules

Point packs are digital goods delivered online, and they are delivered and usable as soon as payment is complete.

• Under Article 25 of the Law of the People's Republic of China on the Protection of Consumer Rights and Interests, digital goods downloaded online are not subject to the seven-day no-reason return right. The purchase confirmation screen tells you this, and clicking "Pay now" means you confirm it.
• Where mandatory law provides otherwise, that law prevails.

6. When refunds are not given

Except in the cases listed in Sections 4 and 5, we do not give refunds for:

• Purchased points, including points you have not used yet.
• Points that have expired.
• Analyses that completed successfully but whose AI output you are unhappy with. AI output is a first draft that you can edit on the platform.
• Analyses you stop yourself: once an analysis has started running, the points charged for it are not refunded if you stop it (work that was still queued and had not started is refunded in full; see Section 3).
• Points left in your account after you delete it yourself.
• Accounts suspended or terminated for breaching the Terms of Service.
• Free trial points and other free points.

7. How to request a refund

Email info@gongxuai.com with "Refund request" in the subject line and include:

• The email address of your account
• Proof of payment, such as the payment receipt or order number
• The payment date and amount
• The reason for the request; for a duplicate payment, attach a record of each payment

We will check the payment and point records and reply by email with the outcome.

8. How refunds are paid

• Approved refunds go back to the original payment method where possible; if that is not possible (for example, a bank transfer), we refund to an account in your name that you specify. We do not pay refunds in cash.
• Once a refund is made, the points from that purchase (if they were credited) are removed from your account.
• Refunds for online payments are returned by the payment provider to the original payment method; we never receive your full card number.
• How long a refund takes to arrive depends on the payment provider or bank, and usually takes several business days.

9. Payment disputes

If you have a question about any charge, please email us first; most issues can be looked into and resolved directly. If you file a complaint or dispute with the payment provider, we will cooperate with its investigation.

10. Changes to this policy

We may update this policy from time to time; the updated version will show a new "Last updated" date. Changes do not affect purchases completed before the change.

11. Contact us

If you have any questions about this policy, email info@gongxuai.com.