3devotion 退款政策 / Refund Policy

中文版 (Chinese Version)

1. 服务与购买性质

1.1 3devotion 提供的付费会员服务（包括但不限于 Pro、Max 等会员级别）属于数字化在线软件服务与虚拟权益。
1.2 除非收银台另有明确约定，本服务的会员权益均采取单次付款授权模式（例如一次性支付购买 30 天或 365 天有效期）。一旦支付成功，系统将立即自动为您账户开通高级权益、增加 API 调用配额并消除免费版广告。
1.3 本服务的跨境在线付款与账单结算由第三方国际支付处理商（Creem，作为记录商家）执行。

2. 退款原则与法定例外

2.1 数字化服务的交付特征：根据《中华人民共和国消费者权益保护法》第二十五条第三款规定，在线下载或者消费者拆封的音像制品、计算机软件等数字化商品，不适用七日无理由退货。同样，根据欧盟《消费者权利指令》（Directive 2011/83/EU）第16条(m)项规定，数字化内容在消费者事先明确同意立即交付并确认丧失撤回权后开始履行的，不适用 14 天无理由撤回权。
2.2 3devotion 的友好退款保障：尽管数字产品具备即时交付特性，为了保障用户的合法合理权益，在符合以下特定条件的前提下，我们仍为用户提供适度的退款保障：

• 重复扣款或系统计费错误：若因支付网关技术故障或网络延迟导致您同一笔会员订单被重复扣费，多扣除的款项经核实后将全额原路退还；
• 年度会员首次购买 14 天内可退（参考 Canva 等同行的宽松做法）：首次购买 365 天会员后 14 天内提出申请，可全额退款；每个账户限一次。30 天会员不适用。
• 我方原因导致服务长期不可用：如因 3devotion 自身原因导致会员核心功能长期无法使用，您可以联系我们，我们将本着诚信原则协商处理（包括顺延会员期限或按未使用天数折算退款）。

3. 不予退款的情形

在以下任何一种情形下，3devotion 不予支持退款申请：

1. 30 天会员（法律另有规定或重复扣款的除外），以及 365 天会员超过首次购买后 14 天的；
2. 已发生的 AI 积分消耗、API 调用等按量计费部分（年度会员 14 天内退款时，我们可扣除已消耗积分的对应金额）；
3. 因用户自身设备配置过低、本地网络运营商连接缓慢、第三方浏览器兼容性不良或用户未按照平台文档正确操作导致的体验不佳；
4. 违反《服务条款》或《可接受使用政策》导致账户被警告、速率限制、冻结或永久终止的；
5. 非首次购买的年度会员续购、或因第三方 AI 模型输出的偶发不准确性而不满意；
6. 因不可抗力、骨干网络故障、电信管制、Cloudflare 区域性网络波动导致的短暂访问中断；
7. 通过任何未经授权的第三方非官方渠道私下交易或二手转让获取的会员权益。

4. 退款申请流程

若您符合上述退款条件并希望申请退款，请按照以下步骤办理：

1. 发送邮件申请：请使用您注册 3devotion 时的账户邮箱向我们的客服邮箱 [email protected] 发送退款申请邮件；
2. 邮件内容要求：
   • 邮件主题：【退款申请】+ 您的注册邮箱 + 订单号；
   • 订单信息：Creem 支付订单号（可在付款收据邮件中查询）、付款日期与付款金额；
   • 申请原因：详细说明退款原因并附上必要凭据（如重复扣款账单截图、系统持续报错截图等）；
3. 审核与处理：我们的财务合规团队将在收到申请后的 3 个工作日内完成核查并邮件答复处理结果。

5. 退款路径与到账时限

5.1 一旦退款申请获得批准，我们将通过支付处理商（Creem）将款项原路退回至您最初付款所使用的信用卡、借记卡或电子支付账户。我们不支持将退款转付至未经核验的第三方其他账户。
5.2 资金到账时间取决于银行系统及国际卡组织的结算流程，通常在退款发起后的 3 至 10 个工作日内到达您的支付账户。
5.3 退款一旦完成，您账户所享受的 Pro/Max 会员权益、API Key 配额及赠送积分将被立即收回，账户将恢复为免费基础版。

English Version (For Reference Only)

1. Nature of the Services

1.1 Paid memberships on 3devotion (including Pro and Max tiers) constitute digital software services and virtual entitlements.
1.2 Memberships are sold on a one-time upfront payment basis (e.g., single charge for 30 or 365 calendar days). Services are provisioned immediately upon successful transaction.
1.3 International payments and checkout billing are handled by Creem as the Merchant of Record.

2. Refund Principles and Statutory Exceptions

2.1 Digital Content Exception: Pursuant to Article 25 of the PRC Law on the Protection of Consumer Rights and Interests and Article 16(m) of EU Directive 2011/83/EU on Consumer Rights, immediate digital supply with prior express consent waives the statutory 14-day right of withdrawal.
2.2 Eligible Refund Cases: To ensure user satisfaction, refunds are granted under the following limited conditions:

• Duplicate Billing: Multiple charges for a single order due to gateway glitches will be refunded in full;
• Annual plan, first purchase, within 14 days (in line with lenient industry practice such as Canva's): request within 14 days of your first 365-day purchase for a full refund; once per account. Does not apply to 30-day plans.
• Prolonged unavailability caused by us: if core member features remain unavailable for a prolonged period due to 3devotion's own fault, contact us and we will resolve it in good faith (extending your term or refunding unused days pro rata).

3. Non-Refundable Circumstances

Refunds will not be issued if:

1. 30-day plans (except where required by law or for duplicate charges), and 365-day plans more than 14 days after the first purchase;
2. Usage-based charges already consumed, such as AI credits or API calls (for an annual refund within 14 days we may deduct the value of credits already consumed);
3. Dissatisfaction arises from local device limitations, local ISP latency, or probabilistic AI answer variations;
4. The account was suspended or terminated for violating the Terms of Service or Acceptable Use Policy;
5. Disruptions are caused by force majeure, upstream Cloudflare outages, or backbone network failures;
6. Accounts or keys were acquired through unauthorized third-party resellers.

4. Refund Procedure

1. Submit a formal request from your registered email address to [email protected];
2. Include the subject line: "[Refund Request] + Registered Email + Creem Order ID";
3. Attach your payment receipt and detailed explanation of the request;
4. Our finance team will review and respond within 3 business days.

5. Settlement and Timing

Approved refunds are credited directly back to the original payment method through Creem within 3 to 10 business days, depending on your issuing bank. Upon refund processing, paid entitlements and API quotas will be reverted immediately.