If you have any objections regarding orders, charges, Token product delivery, or services, please **contact us first via official refund channels** to resolve the issue; do not initiate a chargeback directly with your card issuer or payment provider.
To submit a refund request, please email our customer service at [email protected]. Your email must include: the email address associated with your registered account, the order number, and the reason for the refund. We process reviews within 2–3 business days. Once approved, the refund will be returned to the original payment card; the time required for funds to arrive depends on the card issuer, typically taking 5–10 business days.
2. Definition and Consequences of Chargebacks
A chargeback occurs when a cardholder bypasses the merchant and directly requests the card-issuing bank to reverse a transaction and recover the funds.
1. If a chargeback is initiated without **first submitting a refund request to us**, we will submit comprehensive transaction evidence to contest the claim.
2. Once a chargeback occurs, the payment service provider charges a fee; regardless of the final outcome of the dispute, this fee is charged against the transaction initiated by the user raising the dispute.
3. We reserve the right to temporarily restrict, freeze, or terminate access to Tokens, subscription services, and the platform associated with the account until the dispute is resolved.
4. In cases determined to be **unjustified malicious chargebacks or fraudulent disputes**, we reserve the right to recover the full transaction amount, chargeback fees, and costs associated with evidence gathering and dispute resolution. Additionally, the account will be flagged for violations, and we will permanently refuse to provide further services. 3. Basis for Dispute Resolution
Transaction disputes are resolved based primarily on the following evidence:
- User registration information, order records, and payment authorization records
- Proof of token issuance/delivery and product usage logs
- Email correspondence between the user and customer support, and subscription cancellation records
- Records showing the user checked boxes agreeing to the subscription, auto-renewal, and refund policies
4. EU/EEA Consumer Dispute Channels (ODR)
Consumers in the EU or EEA who are unable to reach an agreement with us may use the EU Online Dispute Resolution (ODR) platform to initiate consumer mediation. ODR mediation is distinct from a card issuer chargeback; the mediation process does not incur chargeback penalties.
5. Circumstances Where Chargeback Claims Are Not Supported
Chargeback claims for orders meeting the following criteria are highly likely to be unsuccessful:
1. Product delivery has been fulfilled, and tokens have been successfully issued to your account;
2. The request falls outside the policy-stipulated refund window; refunds are not accepted for the current billing cycle under our rules;
3. The subscription was deactivated mid-cycle; policy does not support prorated refunds for remaining days;
4. The account has violated the User Agreement, abused services, or engaged in repeated malicious refund behavior;
5. The product is a one-time permanent purchase and the 7-day cooling-off period has expired.
6. Additional Notices
- The final decision regarding chargebacks rests with the card-issuing bank or payment network; we cannot interfere with the bank's independent determination.
- Records related to disputes and chargebacks will be retained for future transaction risk management, in compliance with GDPR privacy regulations.
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