Refund Policy

This Refund Policy outlines the terms and conditions regarding payments and refunds for services provided by 【SUNWIN ENTERTAINMENT LIMITED】 (the "PLATFORM"), located at 【ROOM 1002, 10/F, EASEY COMMERCIAL BUILDING, 253-261 HENNESSY ROAD, WAN CHAI】. This policy is an integral part of our Terms of Service. By using our services and making payments, you agree to this policy.

1. General Principles

You are responsible for all payments and financial obligations related to your use of the Platform. Payments made to the Platform are converted into virtual currency for use within our services. This virtual currency has no real-world monetary value and is not redeemable for cash.

2. No Refunds for Virtual Currency and Licensed Items

We are committed to providing a fair refund experience. Refund requests will be reviewed based on the following principles:

Generally Non-Refundable: As a general rule, once a payment is completed and converted into virtual currency or used to acquire Licensed Items (including but not limited to downloadable content, digital goods, and subscriptions), the transaction is considered final and non-refundable.

Circumstances for a Refund: Notwithstanding the above, a refund may be issued under the following specific circumstances. Users must provide necessary evidence to support their claim.

• Unauthorized Transactions: If you identify a payment made from your account that you did not authorize, please contact us immediately. Upon confirmation of our investigation, a refund will be issued.
• Service Failure: If you are unable to access a core paid service due to a technical fault on the part of the Platform, and we are unable to resolve the issue within a reasonable time frame, you may be eligible for a refund.
• Legal Requirements: We will comply with applicable laws that mandate refund rights for users.

3. Specific Non-Refundable Situations

For clarity, refunds will not be provided under the following circumstances:

• For virtual currency that has been consumed or Licensed Items that have been used.
• For subscription fees after a subscription has been activated, regardless of usage.
• For mistaken purchases made due to user error (e.g., an incorrect purchase).
• For general dissatisfaction with purchased content or services, unless they are substantially defective or unusable.
• If your account is terminated or suspended due to a violation of our Terms of Service, any remaining service time or virtual currency will be forfeited without refund.
• For unused virtual currency balances in a user's account.

4. Subscription Services

Specific services, such as reading services, are provided on a subscription basis. These subscriptions expire after a defined period (e.g., one month from the subscription date). We do not provide refunds for subscription fees after a subscription has been activated, including if you do not use the service during the subscription period.

In certain circumstances, such as when content becomes unavailable due to copyright disputes or other reasons, we may, at our sole discretion, attempt to extend your access period. However, this does not constitute a right to a refund, and we are not liable for the unavailability of content.

5. Billing Errors & Refund Request Process

If you believe a billing error has occurred or you meet the refund criteria outlined in Section 2, please follow this process:

a. Contact Customer Service: You must contact us at sunwindev@gmail.com within 30 days of the transaction date. Please provide the following information in your email:

• Your Platform username or account information.
• The date, amount, and order/reference number of the transaction in question.
• A detailed reason for your refund request and any supporting evidence (e.g., screenshots, description of the error).

b. Review & Processing: We will review and investigate your claim within 15 business days of receipt and inform you of the outcome via email. If your refund request is approved, the refund will be credited back to your original payment method. Processing times may vary depending on your payment provider.

c. Late Claims: No refunds will be provided for billing errors or refund requests reported more than 30 days after the transaction date.

6. Third-Party Payment Processors

Payments may be processed by third-party payment service providers. Your transaction with these providers is also subject to their respective terms and conditions. We are not liable for any issues, errors, or disputes arising from transactions processed by these third parties.

7. Changes to This Policy

We may update this Refund Policy from time to time. We will notify you of any material changes via the Platform, our website, or by email before the changes take effect. Your continued use of our services after the effective date of the updated policy constitutes your acceptance of the changes.

8. Contact Us

If you have any questions about this Refund Policy or a specific transaction, please contact us at:
Email: sunwindev@gmail.com