This Refund Policy applies to all paid services of the TomatoTerm application (the “APP”). It complies with the official refund rules of the App Store and Google Play and clarifies refund conditions, procedures, and exceptions to protect the legitimate rights and interests of both users and us.
1. Scope of Application
This Policy applies to all paid transactions completed in the APP, including one-time function purchases, monthly, quarterly, and annual membership subscriptions, virtual props, and all other digital value-added services. All paid services are digital virtual products without physical carriers.
2. Eligible Refund Scenarios
You may apply for a full or partial refund under any of the following circumstances:
2.1 Service unavailable due to our systems
After successful payment, the corresponding paid service is completely unavailable due to our system failures, functional abnormalities, or server errors, and we fail to repair the problem within 24 hours.
2.2 Abnormal charges or orders
Duplicate deductions, erroneous deductions, or abnormal orders caused by non-user-initiated operations.
2.3 Mandatory refunds
Other scenarios where refunds are mandatory under applicable laws, regulations, or official platform rules.
3. Non-Refundable Scenarios
No refunds will be granted in the following situations, which you fully acknowledge and accept before purchase:
3.1 Activated or used services
You voluntarily purchase paid services, and the services have been successfully activated and partially or fully used.
3.2 Personal reasons
Refund applications due to personal reasons, including but not limited to accidental purchase, dissatisfaction with service effects, device replacement, or unused services.
3.3 Membership benefits used
You have used membership benefits or exclusive privileges during the valid subscription period.
3.4 Account or function restrictions
You apply for a refund of paid fees after your account is suspended or functions are restricted due to rule violations.
3.5 Unofficial channels
Payment problems arising from recharges, transactions, or order transfers through unofficial channels.
3.6 User-side technical issues
Service unavailability caused by your own device failures, network errors, or operational mistakes.
3.7 Late or unsupported applications
Refund applications submitted beyond the platform-specified time limit or without valid transaction vouchers.
4. Auto-Renewal and Cancellation Rules
4.1 Renewal cycle
Membership subscription services adopt auto-renewal by default, with the renewal cycle subject to your selected purchase term.
4.2 Disable auto-renewal
You may disable auto-renewal at any time on the subscription management page of the App Store or Google Play, or in your APP account settings.
4.3 Access after cancellation
After disabling auto-renewal, you may continue to use the subscribed services until the current cycle expires. No refund will be provided for fees deducted for the current cycle.
4.4 Successful auto-renewal charges
No refund will be granted for successfully auto-deducted fees unless an eligible refund scenario specified in this Policy applies.
5. Refund Application Procedures
5.1 Application time limit
You must submit a refund application within 7 calendar days after the order is generated or an abnormal issue occurs.
5.2 Application method
Submit your refund request through in-app customer support or our official email, attaching order screenshots, transaction vouchers, and a detailed description of the problem.
5.3 Review period
We will complete the review within 3–7 working days after receiving your application. Approved refunds will be returned through the original payment channel.
5.4 Platform orders
For payments completed directly through application stores, refund applications must be initiated with the platform in accordance with its rules. We will cooperate with verification and processing.
To submit a request or ask a question, contact us at [email protected].
6. Policy Update and Final Interpretation
We reserve the right to update this Refund Policy based on operational needs, platform rules, and legal requirements. Updated policies take effect upon official publication. This Policy is subject to our final interpretation within the scope permitted by law.