Refund Policy

1. Scope

This policy applies to paid plans (Pro and Enterprise) and points packs you buy from us.

• Monthly points on the Free plan, 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 plans and points packs

• Paid plans and points packs are digital services; nothing is shipped. Once your payment is complete and we have confirmed it, your plan is activated and your points are credited to your account and can be used right away.
• Paid plans are paid monthly or yearly up front and never renew automatically; monthly points during a plan period are valid only for that period and don't roll over.
• Points packs and free points are valid for one year from the date they are credited. Points expiring soonest are used first, and points not used by then expire automatically and are not refunded or reissued.
• 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 & plan.

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.
• Not activated or not credited: your payment was completed but your plan was not activated or your points never reached your account, and we are unable to fix it.
• 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

Paid plans and points packs are digital services delivered online; they take effect and can be used 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:

• A plan period that has started, including any remaining time after you stop using it.
• Purchased points, including points you have not used yet and monthly points left unused at the end of a period.
• 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).
• Plan time and 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 plan from that purchase (if activated) ends and its points (if 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.