To provide you with a transparent and satisfactory service experience, we have formulated this Refund Policy to set out the rules and procedures governing the charging, refunds, chargebacks, and related processing of virtual coins, memberships, value-added rights, digital content, and digital services purchased through our official website, web platform, Apple App Store, Google Play, and other payment channels approved by us.

This Refund Policy applies solely to ordinary end users of this product, and does not apply to hosts, room owners, guilds, agents, business partners, or any other parties that are eligible to receive withdrawal, revenue sharing, settlement proceeds, or other commercial income.

For purchases completed through the Apple App Store or Google Play, refund applications, billing disputes, reversals, cancellations, or other payment-related processing shall, in principle, be governed primarily by the rules and official procedures of the respective app store, payment service provider, or billing party. You should submit your application through the channels designated by such third parties. We may provide necessary assistance within a reasonable scope, but we do not commit or guarantee that any such third party will approve your refund application.

Unless otherwise mandated by applicable law, or unless we verify the existence of a statutory or agreed-upon exception qualifying for a refund, coins, diamonds, gifts, memberships, value-added features, voice/chat privileges, room privileges, digital content, or other digital services that you purchase with legal tender shall, upon successful purchase, constitute final transactions in principle, and are non-revocable, non-refundable, non-convertible to cash, and may not be claimed for conversion into legal tender. In particular, given that voice-chat social products are characterized by real-time interaction, real-time display, and real-time performance, if you have already used the relevant virtual coins, gifts, or other digital rights for tipping, gifting, unlocking voice or chat capabilities, purchasing membership benefits, obtaining room or interaction privileges, or participating in other value-added features, or if such digital rights have already been distributed, credited to an account, activated, displayed, consumed, partially consumed, gifted, exchanged, converted, or otherwise used, we are entitled to determine that the corresponding digital content or digital service has been wholly or partially performed, and, unless otherwise mandated by applicable law, will no longer accept refund applications.

The aforementioned “statutory or agreed-upon exception qualifying for a refund” is typically limited to: duplicate charges or erroneous billing caused by us or our payment system; verified instances where payment was successful but the relevant digital rights were not actually distributed due to our technical failure; unauthorized payments, fraudulent card use, or other fraudulent transactions confirmed through our reasonable verification; or other circumstances where applicable law requires that a refund or other remedy be provided. Any complimentary gifts, promotional rewards, free distributions, compensatory distributions, or other virtual coins, gifts, or rights not obtained through payment do not possess independent refund value on their own; if a particular transaction is refunded, reversed, or charged back, we are entitled to first reclaim the gifted portion, promotional portion, or unused rights associated with that transaction.

If you believe that a particular transaction qualifies for a refund, you should contact us as soon as practicable after discovering the relevant issue through the contact information set forth in this Refund Policy, and provide, as we may require, information sufficient to identify and verify the transaction, including but not limited to account information, order number, payment time, payment amount, payment receipt, description of the issue, and other supporting materials reasonably requested by us. You understand and agree that we are entitled to review refund applications based on risk control, anti-fraud, financial verification, technical investigation, and applicable legal compliance requirements, and to request that you supplement materials and cooperate with identity or payment verification; if you refuse to cooperate, or if we are unable, based on existing evidence, to reasonably confirm the existence of a refundable circumstance, we are entitled to reject your refund application. If we confirm and agree to a refund, the refund will generally be returned through the original payment path or to the original payment instrument; if the refund cannot be returned through the original path due to payment channel restrictions, technical reasons, invalidity of the original payment instrument, or other reasons not attributable to us, we may, to the extent permitted by applicable law, determine an alternative reasonable refund method, or refuse a refund arrangement that exceeds our actual control. For digital content or digital services that have been partially performed, partially used, or for which measurable value has been provided to you, we are entitled, to the extent permitted by applicable law, to deduct the corresponding value, costs, handling fees, channel fees, or other reasonable amounts for the performed or consumed portion at the time of refund.

If you initiate a chargeback, payment reversal, disputed deduction, refund appeal, or similar proceeding with the issuing bank, payment institution, app store, payment service provider, or other third party regarding a particular transaction, and the virtual coins, gifts, value-added rights, digital content, or digital services corresponding to that transaction have already been distributed, activated, used, partially used, or have resulted in any account benefits, we are entitled, to the extent permitted by applicable law, to take one or more measures, including but not limited to: temporarily suspending or restricting your account or certain features; clawing back unused virtual coins, gifts, or other rights; reversing the relevant account balance or earnings; freezing the account status associated with the relevant transaction; refusing to continue providing services to the extent necessary; and, to the extent permitted by law, seeking reimbursement from you for any resulting losses, handling fees, chargeback fees, channel penalties, investigation costs, or other reasonable costs incurred as a result. For the avoidance of doubt, if your account is restricted, frozen, banned, or terminated due to a violation of the User Agreement, platform rules, applicable law, or risk control requirements, any purchased, distributed, or used digital content and digital services will generally not be eligible for a refund, unless otherwise mandated by applicable law.

This product is provided solely to users who are 18 years of age or older. You should ensure that the account, payment instrument, device, and payment verification method used for purchases are lawfully controlled by you and properly safeguarded. For any erroneous purchase, unauthorized use, unauthorized payment, erroneous tip, erroneous gift, or other dispute arising from your voluntary sharing of your account, device, verification code, or payment information with others, your failure to properly enable authentication measures, or your own failure to safeguard such information, we are entitled, to the extent permitted by applicable law, to decide whether to accept or reject a refund application based on the actual circumstances. You also understand that any refund request based on subjective experience, social interaction outcomes, host response quality, communication effectiveness, unmet expectations after tipping, changes in content preferences, personal buyer's remorse, or similar reasons does not, in principle, constitute a ground for an automatic refund.

If you have any questions about this Refund Policy or require further clarification, please contact us at contact@veo-chat.com, and we will process your inquiry, verification, or refund application within a reasonable period. When contacting us, please provide as complete information as possible regarding the relevant transaction so that we may assist you more efficiently.

This Refund Policy constitutes an integral part of the User Agreement and related product rules, and should be read in conjunction with the User Agreement. In the event of any inconsistency between this Refund Policy and the User Agreement regarding the same matter, the more specific provision regarding such matter shall prevail, to the extent permitted by applicable law. If applicable law contains mandatory provisions regarding consumer rights, cancellation rights, refund rights, or other remedies available to you, such mandatory provisions shall apply with priority.

Please note that this Refund Policy does not affect any rights or remedies you may be entitled to under applicable consumer protection laws.