Refund Policy

1. Scope

This policy covers credit packs and creator subscriptions purchased through the payment methods offered on the Site.

What we sell is a virtual service. Credits are delivered and usable the moment payment succeeds, so the statutory right of withdrawal for consumer goods does not apply.

This policy forms part of our Terms of Service. Where the two differ on refund matters, this policy prevails.

2. When a refund is available

• Duplicate payment: the same order was charged more than once due to a network or user error - the duplicated amount is refunded in full.
• Paid but credits never arrived: the payment method was charged, yet the credits are still missing after 24 hours. Once verified, you choose between a full refund or having the credits added.
• Service permanently unavailable: if, for reasons on our side, purchased credits become entirely unusable, we refund in proportion to the unused amount.
• Duplicate subscription: if one account holds more than one active subscription at the same time, the extra one is refunded in full.

Outside these cases, credits already consumed and subscription time already elapsed are not refundable for any reason.

3. When a refund is not available

• The cost of tasks already completed using credits, such as subtitle generation, translation and export.
• Failures caused by your own device, network, browser environment or mistakes - for example uploading an unsupported format, or closing the page mid-task.
• Machine transcription and machine translation differing from your expectations. This is an inherent property of machine services, and every order page states that human proofreading is required.
• Account suspension resulting from a breach of our Terms of Service.
• Orders purchased through unofficial channels, or involving fraud or abusive ordering.

4. How to request a refund

• Find the order on your Orders page, or open a ticket in the Help Center, and include the order number plus the reason for the request.
• You can also email xiaoxiekeke@qq.com. To speed things up, please include the order number and your registered email address.
• We normally reach a decision within 1-3 business days. If we need more information, we will reply by email or through the ticket.

5. Refund method and timing

• Refunds always go back to the original payment method. We do not switch channels, and we do not convert a refund into credits unless you ask us to.
• Timing depends on the payment provider: domestic channels usually take 1-7 business days; overseas channels such as Paddle usually take 5-10 business days, depending on your card issuer.
• The amount is calculated from the amount actually paid and is refunded in full. Any processing fee already incurred by the payment provider is borne by us and is not deducted from your refund.

6. Failed tasks and automatic credit returns (not the same as a refund)

If a task fails for reasons on our side, the credits already charged are returned automatically to your account. No request is needed and this policy does not apply.

An automatic return deals in credits, not money, so it never involves a payment reversal. See the "Charges, failures and returns" section of our Terms of Service.

7. Disputes

If you disagree with the outcome of a refund request, reply to our decision email or open a new ticket in the Help Center. We will review it and respond within 3 business days.

This policy is governed by the laws of the People’s Republic of China. Matters not covered here are governed by our Terms of Service and Privacy Policy.

8. Changes to this policy

We may update this policy from time to time; when we do, we change the "Last updated" date on this page. An update does not affect refunds already completed.