Refund Policy
1. Scope of Application
This Refund Policy applies to users (hereinafter "you") who purchase paid services such as Token recharge packages and computing power rental on 晟维AI (hereinafter "the Platform").
The services provided by the Platform are "virtual digital goods/API computing services" billed based on actual consumption. Refund requests apply only to the portion of the balance that has not yet been consumed (no API calls have been made) after recharge.
2. Eligible Refund Scenarios
You may apply for a refund if any of the following conditions is met:
- No API calls have been made after a successful recharge, and the refund request is submitted within 7 calendar days from the date of successful payment;
- Duplicate payment or incorrect payment amount due to payment channel issues, or order information does not match the actual situation;
- Your rights and interests are harmed due to the Platform's own reasons (such as prolonged service unavailability or billing errors) and no equivalent compensation has been provided.
3. Non-Refundable Scenarios
No refund will be provided under any of the following circumstances:
- The recharged balance has been partially or fully consumed by API calls (consumed portions are treated as usage; the remaining unconsumed portion may still be applied for);
- Tokens or benefits obtained through promotional activities, limited-time discounts, gifts or rewards;
- The account has been frozen, banned or restricted due to violation of the Platform's service agreement;
- Refund requests submitted more than 7 calendar days after the date of successful payment (except for cases caused by the Platform's own reasons);
- Maliciously exploiting the refund rules by repeatedly recharging and then applying for refunds.
4. Calculation of Refund Amount
Refundable amount = unconsumed balance corresponding to the actual paid amount (converted according to the billing rules at the time of the order).
- Refunds are based on the actual RMB amount paid; gift or discount portions are not redeemed in cash;
- If the order includes coupons, discount codes or similar benefits, the used benefits will be deducted proportionally at the time of refund.
5. Refund Process
Please apply for a refund by following the steps below:
- Contact customer service via "Online Chat" in the floating function button at the bottom right of the website, or send an email to the Platform's official mailbox, explaining the reason for the refund;
- Provide your Platform account, recharge order number, payment screenshot and other necessary information for verification;
- We will complete the review within 1-3 working days after receiving the application and inform you of the result via the original contact method;
- Once the review is approved, we will initiate a refund through the original payment channel.
6. Refund Timing and Arrival
After the refund request is approved, we will initiate the refund as soon as possible. The actual arrival time depends on your payment channel:
- Alipay and WeChat Pay: usually 3-7 working days;
- Bank card / online banking payment: usually 5-10 working days;
- The specific arrival time is subject to the actual processing result of the payment channel.
7. Dispute Resolution
If you have any objection to the refund handling result, please contact us through the channels listed in the final section of this Refund Policy. We will resolve it with you through negotiation based on the principles of fairness and good faith, within the scope permitted by laws and regulations; if negotiation fails, you may file a lawsuit with a competent people's court in accordance with the law.
八、联系我们
We will respond to your feedback within 15 working days.
- Online customer service: click "Online Chat" in the floating function button at the bottom right of the website;
- Email: swscnet-service@outlook.com