Refund Policy

1. What this policy covers

It covers every paid plan bought through Chatmoe, whether in the app, on this site, or through the hosted checkout of our payment provider, Creem. It does not cover third-party products or services you reach through Chatmoe, which are governed by their own terms and refund rules.

Using Chatmoe does not require a paid plan. The free tier stays available, so a refund decision never affects your ability to keep using the Service within its free limits.

2. How purchases work

• You pay once, for a set period. You choose a length (1, 3, 6 or 12 months) and pay for it once. Nothing renews automatically, and we do not charge you again at the end of the period.
• Price. The price shown when you place the order is the price that applies, including any tax that must be displayed under local law. Prices are in US dollars.
• Merchant of record. Payment is handled by Creem on its hosted checkout page. Creem is the seller of record, collects any applicable tax, and appears on your card statement. Your purchase is also subject to Creem's own terms.
• Entitlements start on confirmation. A paid plan runs for the period you bought, starting when the payment is confirmed, and unlocks the features described at purchase. The free month granted to first-time subscribers is an entitlement, not a payment, and does not change what you paid for a paid period.

3. Your 14-day right of withdrawal

If you are a consumer resident in the EU, the UK or another jurisdiction that gives you a statutory right of withdrawal for distance contracts, you normally have 14 days from the day the contract is concluded to withdraw from it, without giving a reason, and to receive a refund of what you paid.

Digital content supplied immediately. Because a paid plan is delivered as soon as your payment is confirmed, that statutory right ends once supply begins, but only where you gave your prior express consent to immediate supply and acknowledged that you would lose the withdrawal right. We ask for that consent at checkout. Where you have not given it, the statutory withdrawal period still applies, and you can withdraw within it.

To withdraw, write to support@chatmoe.cn within the period with the details in section 6. You do not need to give a reason, though telling us what went wrong helps us improve.

4. When we refund

We refund the amount you paid for the affected period in the following cases:

• You withdraw in time. You exercise a statutory right of withdrawal within the period that applies to you (section 3).
• The plan was not delivered. You paid but the paid entitlements were not activated, or an activation fault on our side kept you from using them.
• The Service has a material defect. A fault on our side prevented you from using a paid plan to a significant extent and we could not fix it or provide a reasonable workaround within a reasonable time.
• You were charged twice, or charged in error. A duplicate charge, a wrong amount, or a payment taken after you had already cancelled a checkout.
• We discontinue paid plans. If we discontinue the Service as a whole, or a paid plan you bought, we give reasonable notice and refund the unused part of the period pro rata, as described in the Terms of Service.
• The Service is unavailable for a long period through our fault. Where a paid plan is unusable for a significant, continuous period because of something on our side, we extend the period or refund the affected part; you choose which.

Beyond these cases, we may still offer a refund as a goodwill gesture, for example where you bought a plan by mistake and have barely used it. Write to us and we will look at your situation; we decide such requests case by case, and making one does not affect your statutory rights.

5. When we do not refund

• A change of mind after the plan has started, where you gave the consent described in section 3 and the statutory withdrawal period has ended.
• A partly used period. If a plan has already run for part of the time you bought, we do not normally refund the months already served, except where the law requires it or where section 4 applies.
• An account we closed for breach. Where we terminate a plan because you seriously or repeatedly breached the Terms of Service or the Acceptable Use Policy.
• Free months and promotional entitlements. These involve no payment, so there is nothing to refund; they simply end with the plan or the account.
• A feature you expected but that was never promised. Descriptions of the Service are not a warranty that a particular future feature will ship.

6. How to ask for a refund

Email support@chatmoe.cn from the address on your Chatmoe account, or tell us the account email if you write from somewhere else. Please include:

• the email address on the account the plan is attached to;
• the order or transaction reference, or the receipt Creem sent you;
• the date of the purchase and the amount;
• what went wrong, and what you would like us to do.

You do not need to use a particular form. A plain email is enough. If you are exercising a statutory right of withdrawal, say so and we will treat it as a withdrawal.

If we decline a refund, we tell you why, refer you to the provision we relied on, and explain how you can pursue the matter further under your statutory rights.

7. How long it takes

• We acknowledge within 5 business days. A person reads every request.
• We decide as quickly as we can, normally within 10 business days of receiving the information we need.
• Approved refunds are issued through Creem to the original payment method. Creem may take a further 5 to 10 business days to process the refund, and your bank or card issuer may take longer to show it on your statement.
• Currency and fees. The refund is for the amount you paid. Exchange-rate differences and any fee your own bank charges are outside our control and are not refunded by us.

8. Chargebacks and payment disputes

If something looks wrong on your statement, write to support@chatmoe.cn first. Most problems are quicker to fix with us than through a bank dispute, and we prefer to refund directly where a refund is due.

You always keep the right to contact your card issuer or bank. If a chargeback is filed, the payment provider's dispute process applies, and we may need to share order and usage records with Creem to respond to it.

9. Your statutory rights

Nothing in this policy limits rights you have under mandatory consumer law. Where a law gives you a longer or stronger right than this policy describes, that law prevails, and where this policy and a mandatory provision conflict, the provision more favourable to you applies.

The Terms of Service explain which law governs your contract and where disputes can be heard. In particular, consumers resident in the EU, the UK or another jurisdiction whose law gives you that right may bring proceedings in the courts of their country of residence.

10. Changes to this policy

We may update this policy as the Service, our payment arrangements or the law changes. The version and effective date at the top of this page tell you which one applies. If a change materially reduces your rights, we give notice in the Service or by email before it takes effect. The policy that applies to a purchase is the one in force on the day you bought it.

11. Contact

Refund requests and questions about this policy go to support@chatmoe.cn. Reports and complaints go to report@chatmoe.cn. Data-protection questions go to privacy@chatmoe.cn.