Refund Policy

Beijing Shenma Matrix Technology Co., Ltd. is committed to providing high-quality API forwarding services to users. We understand that in certain circumstances you may need to request a refund. This policy details the conditions, processes, and timeframes for refunds, ensuring fair and reasonable handling of all refund requests.

You may request a refund under the following circumstances: (1) Service Interruption: Service unavailability for more than 24 consecutive hours (excluding planned maintenance); (2) Major Functional Failure: Core API forwarding functionality not working properly for more than 48 hours; (3) Mistaken Purchase: Within 24 hours of purchase and without using the service; (4) Service Non-compliance: Actual service significantly differs from description; (5) Technical Issues: Unable to use service normally due to our technical problems. Note: Issues caused by user reasons (such as configuration errors, network problems, etc.) are not eligible for refunds.

We do not provide refunds in the following situations: (1) Violation of Use: Violation of Terms of Service or Acceptable Use Policy; (2) Service Already Used: Already used more than 50% of monthly quota; (3) Late Application: Refund requests beyond 30 days after purchase; (4) Malicious Refunds: Frequent refund requests or fraudulent behavior; (5) Third-party Issues: Usage difficulties due to third-party API or service problems; (6) User Reasons: Unable to use service due to user's technical capabilities, network environment, or other personal reasons.

To apply for a refund, please follow these steps: (1) Log into your account and go to 'Billing & Payments' page; (2) Find the order requiring refund and click 'Request Refund'; (3) Fill out the refund application form with detailed reasons; (4) Provide relevant evidence (such as error screenshots, log records, etc.); (5) After submission, we will review within 3 business days; (6) Once approved, refunds will be processed within 5-10 business days. You can also email refunds@ipfixed.com to request a refund.

Refund amounts are calculated as follows: (1) Full Refund: Within 24 hours of purchase without using the service; (2) Prorated Refund: Calculated daily based on remaining service period, used portions are non-refundable; (3) Partial Refund: For losses due to service interruptions, calculated proportionally to interruption time; (4) Fee Deduction: Processing fees from third-party payment platforms will be deducted from refund amount; (5) Minimum Refund: Single refund amount not less than $1, amounts below this will be accumulated for next refund.

Refund processing timeline is as follows: (1) Application Review: Complete review within 3 business days of receiving application; (2) Refund Processing: Process refund within 5-10 business days after approval; (3) Arrival Time: 1-15 business days depending on payment method; (4) Credit Card Refunds: Usually take 5-10 business days; (5) PayPal Refunds: Usually take 1-3 business days; (6) Bank Transfer: Usually take 3-7 business days. We will notify you of refund progress via email promptly.

Refunds will be processed through the following methods: (1) Original Payment Method: Refunds will be returned to your original payment method; (2) Credit Card: Returned to original credit card account; (3) PayPal: Returned to original PayPal account; (4) Bank Transfer: When original method return is not possible, bank transfer can be requested; (5) Account Balance: You may choose to keep refund amount in account balance for future purchases. Please note we cannot change refund methods and can only refund to original payment accounts.

If you disagree with a refund decision: (1) You may appeal within 7 days of receiving the refund decision; (2) Send detailed appeal email to appeals@ipfixed.com; (3) We will re-review your case within 5 business days; (4) If disputes remain, they can be resolved through: amicable negotiation, third-party mediation, complaints to relevant consumer protection agencies; (5) Final dispute resolution will follow the dispute resolution clauses in our Terms of Service.

The following special circumstances will receive special consideration: (1) Force Majeure: Service interruptions due to natural disasters, government actions, or other force majeure events; (2) System Upgrades: Service suspension due to major system upgrades; (3) Security Incidents: Service suspension required for security reasons; (4) Legal Changes: Inability to continue providing services due to changes in laws and regulations; (5) Long-term Users: We may provide more flexible refund policies for long-term stable users.

Regarding refund records and tax handling: (1) We will maintain all refund records for at least 7 years; (2) Refunds may affect your tax records, please consult tax professionals; (3) We will handle refund tax reporting according to relevant legal requirements; (4) If you need refund certificates or invoices, please contact our finance department; (5) For enterprise users, we can provide detailed refund statements for financial accounting.

We reserve the right to update this Refund Policy at any time. Policy changes will be communicated through: (1) Publishing update notices in prominent website locations; (2) Sending email notifications to registered users; (3) Displaying update reminders during users' next login. New policies will take effect 30 days after publication and only apply to new purchases after the effective date. For purchases made before policy effectiveness, original policy terms still apply.

For refund-related questions, please contact us through: Refund Application Email: refunds@ipfixed.com; Customer Service Email: support@ipfixed.com; Appeals Email: appeals@ipfixed.com; Company Address: Beijing, China. We commit to confirming receipt of your refund application within 24 hours and providing initial response within 3 business days. Our customer service team will be dedicated to helping you.