XiaoyeApp Subscription Refund Policy

Effective Date: October 29, 2025
Last Updated: December 10, 2025

Thank you for choosing X9 Window. This Refund Policy aims to clearly explain your rights and procedures related to purchasing our fixed-term monthly subscription service. Please note that all payment and refund processes are directly handled by our designated third-party payment service provider (hereinafter referred to as the "Payment Platform"). This Platform acts as the "Merchant of Record" for this transaction, responsible for processing your payment, issuing invoices, and managing refund requests.

1. Service Nature and Your Key Rights

The service you purchased is a fixed-term, pre-paid subscription (e.g., 1 month, 3 months, or 12 months). The service period starts from the date of successful payment and terminates automatically upon expiry. It does not auto-renew.

According to the laws of your jurisdiction (especially if you are a consumer in the European Union), you typically have the following key rights:

  • Statutory Right of Withdrawal (Cooling-off Period): You have the right to withdraw from this purchase without giving any reason within 14 days of the subscription becoming active. If you have not commenced downloading or accessing the member service content within this period, you will receive a full refund.

  • Effect of Service Commencement: If you have started downloading or accessing the service within the 14-day period, you still retain the right of withdrawal. However, we reserve the right to deduct from the refund an amount proportionate to the value of the service you have used.

2. Refund Request Process

All refund requests are to be submitted to and processed by the designated Payment Platform. For your convenience, the following channels are available:

  1. Payment Platform Self-Service Portal (Most Recommended & Fastest)
    This is the official and direct channel for managing your orders, invoices, and refunds. You can access it via:

    • Order Confirmation Email: Look for the purchase confirmation email from the Payment Platform, which contains a unique link to manage your order.

    • Electronic Invoice: The electronic invoice issued to you by the Payment Platform usually has an entry for "Manage Order" or "Request a Refund".
      Within this portal, you can independently submit a refund request and check its real-time status.

  2. Contact the Payment Platform's Official Support
    If you encounter issues using the self-service portal, you can directly contact the Payment Platform's customer support through their official website to submit a refund request for your order.

  3. Contact Our Support for Assistance (Auxiliary Channel)
    You may also initially contact our customer support team. Please note: We will not directly process financial refunds. Instead, we will assist by relaying your issue to the Payment Platform or guiding you to complete the application via the self-service method (Option 1 above). This channel may introduce additional processing steps and time.

3. Refund Processing Rules

  • Within the 14-day Statutory Withdrawal Period: Your refund request will be processed promptly in accordance with applicable laws.

  • After the 14-day Statutory Withdrawal Period: As you have purchased a fixed-term, pre-paid service for which we have reserved resources, refunds are generally not provided. Exceptions to this are:

    • A major service failure attributable to us that renders the service unusable for a significant duration during your active subscription period and cannot be resolved.

    • Additional refund rights conferred upon you by the laws of your jurisdiction under specified circumstances.
      For the above exceptions, you are entitled to a pro-rata refund for the affected or unused portion of the service.

  • Refund Processing Time: Once approved, the refund will be issued back to the original payment method used for the purchase. Processing typically takes 5-10 business days, but the exact time for the funds to appear in your account depends on your bank or payment service provider.

4. Refunds and Service Access

The successful processing of a refund is directly linked to the termination of your service access.
Our systems receive real-time notifications of refund status from the Payment Platform. Once a refund is formally approved, your access to the corresponding subscription service will be revoked immediately, and all member privileges will be synchronously disabled. Please understand that continued access to the service after a refund is approved constitutes unauthorized use.

5. Policy Revisions and Contact Us

  • Policy Revisions: We reserve the right to update this policy. The updated version will be posted on this page, and significant changes will be communicated via email to active users.

  • Contact Us: If you have any questions regarding this policy, please contact us via:

    • Customer Support Email: xiaoyeapp@qq.com