Eligibility
This policy covers digital products, store codes and related online services purchased through Hongai. Refunds are assessed using the purchase-time description, delivery method, order status, redemption result, coverage and mandatory consumer rights. Submitting a request starts review and does not mean a refund is approved.
How to request
Submit a request from the order refund entry, select a reason and provide verifiable details. If that entry is unavailable or you cannot access the order, send the order number and issue to on-site support. Do not send full account sessions, payment passwords, verification codes, recovery codes, seed phrases or private keys in regular messages.
Refund eligibility
Review may normally be requested for duplicate payments or abnormal amounts received; confirmed payment where we cannot deliver; invalid or materially mismatched content that cannot reasonably be replaced; invalid store codes or confirmed inability to provide the service; explicitly failed recharge tasks that cannot be fulfilled; prolonged uncertain results confirmed by manual review where further waiting is unreasonable; and other cases required by applicable law.
Refund assessment for store codes
Store code issued confirms delivery of the redemption credential only. Requests for unviewed or unused codes are checked against credential status. Where a code has been shown but not used, exposed secret content requires review of inventory and risk. Explicit task failure, invalid credentials or inability to provide service may qualify for replacement, reprocessing or refund. Once a task completes and recharge succeeds, changed-mind refunds are generally unavailable, while promised coverage and non-excludable legal rights still apply.
Direct digital delivery
Digital codes, account details or other content delivered directly after payment may be cancelled before delivery is generated or made available to the purchaser. Once content is shown, downloaded, copied, activated or used, refunds for changed minds, mistaken purchases or no longer needing it are generally unavailable. Invalid, duplicate, materially misdescribed content or covered issues remain subject to review and replacement, repair or refund.
Processing and unknown results
A recharge result remains undetermined while the task is waiting, processing, awaiting details, under manual review or checking results. To avoid duplicate recharge or credential consumption, we first check the final status and do not immediately treat an incomplete page as failure. Confirmed successes are completed; confirmed failures that cannot be fulfilled proceed to replacement codes, reprocessing or refund review.
Payment needs attention
Late payments, duplicate payments, mismatched amounts or uncertain payment-channel results may pause delivery. After verifying funds received, we continue fulfillment for the applicable amount or create a refund for funds that should not be retained. Keep payment-channel and order references. Do not pay again or submit multiple identical requests.
Refund amounts and methods
Approved refunds cannot exceed the order’s current refundable balance. Supported automatic refunds are submitted to the original payment channel. Methods without original-channel refunds explicitly request payout account details on the page for manual transfer. Arrival time depends on the payment institution, bank or blockchain network. Status follows order refund records and verifiable channel results. Delays caused by incorrect payout details require correction and renewed verification.
Review and processing
We check payment, delivery, access, redemption, recharge, subscription and support records and may request necessary screenshots or explanations that contain no secret credentials. Requests with complete evidence are reviewed within a reasonable time. We continue checking payment-channel processing or uncertain results. The page displays status and available explanations when a request is approved, rejected, fails processing or completes.
Normally excluded refunds
Refunds are normally not our responsibility where requirements were disclosed before purchase and the user chose the wrong product, region, account or plan; submitted incorrect, expired or unauthorized details; changed key credentials, repeated actions or violated target-platform rules during processing; requests a refund only because of price changes, changed needs or expectations after the ordered service was completed; or engaged in fraud, refund abuse or unauthorized resale. This does not limit non-waivable legal rights or investigation of invalid, incorrect or unfulfilled products.
Chargebacks, abuse and contact
Before a chargeback or payment dispute, contact us through the order refund entry or on-site support to avoid duplicate handling. False statements, forged evidence, malicious repeated requests or continued use after a refund may lead to rejection, account restrictions and necessary recovery action. We will not retaliate against good-faith exercise of applicable consumer or payment-dispute rights.