Refund Policy

1. When to contact us

Please contact customer support if:

• Payment was completed but the Plan was not activated.
• The health-support service cannot be accessed because of a verified system issue.
• The same order was charged more than once.
• The amount charged differs from the amount displayed and authorized.
• An eligible add-on cannot be delivered despite correct account information and redelivery or reselection is unavailable.
• The purchased service was not provided as described.
• Applicable law otherwise provides a refund right.

2. Health support that has already begun

If health-support delivery has already begun, refund eligibility will be assessed based on the service actually provided, the reason for the request, these policies and applicable law.

A refund is not automatically available solely because a user changes their mind after delivery has begun. This does not affect any non-waivable statutory right.

3. Redeemed membership add-ons

A third-party digital membership that has been successfully credited to the account supplied by the user generally cannot be reversed or refunded.

This restriction does not apply where the membership was not delivered as described, a duplicate or incorrect charge occurred, a verified system or provider failure prevented delivery, or a refund is otherwise required by applicable law.

Where appropriate, we may first offer redelivery or selection of another available add-on.

4. Incorrect platform account information

Users are responsible for checking third-party platform account information before submitting a redemption request.

If fulfilment fails because an account is incorrect or ineligible, contact customer support promptly. We will investigate whether correction or redelivery remains technically possible, but cannot guarantee reversal after a benefit has been credited to the submitted account.

5. How to request a refund

Call 400-001-8855 or email feedback@chunyu.me. Please provide:

• The order number.
• The mobile number used for the order.
• The payment date and amount.
• A description of the issue.
• Relevant screenshots or delivery records, if available.

We may verify identity and transaction information before processing the request.

6. Review and refund method

We review the order, activation status, service-delivery status, add-on records and payment information relevant to the request.

Approved refunds are processed through a supported payment route after verification. The time for funds to appear may also depend on WeChat Pay and the receiving financial institution. Customer support can provide the status available for a submitted request.

7. Cancellation is separate

A refund request does not necessarily stop future automatic renewal. To prevent the next charge, follow the Cancellation Policy and confirm that the recurring-payment authorization has been turned off.