Refund Policy

We want you to be satisfied with Pocket Expert AI. This Refund Policy explains when and how you can obtain a refund. It forms part of our Terms of Service and mirrors Section 7 of those Terms.

1. Free Plan

The Free plan requires no payment. You can explore the platform, run agent tasks, and evaluate the Service against your own use case before buying anything.

2. No Renewals, Nothing to Cancel

⚠️ This Policy does not cover purchases made through the Apple App Store or Google Play. For those, Apple or Google is the merchant: they take the payment, the subscription renews automatically, and only they can issue a refund. We have no technical means to refund an App Store charge. Request refunds at reportaproblem.apple.com(Apple) or in Play Store → Payments & subscriptions → Order history (Google). Cancel at least 24 hours before the period ends to stop the next renewal. See Terms of Service, Section 17.

Everything below applies to purchases made on our website or in the WeChat Mini Program.

Every such purchase is a single, one-time payment for a fixed access period. Plans never auto-renew, we do not store your card for future use, and you will never be charged again unless you actively make another purchase. There is no subscription to cancel and no cancellation deadline to watch — if you do nothing, your plan simply expires and your account returns to the Free plan. Your data and deliverables are kept.

3. 14-Day Money-Back Window (First Purchase)

For your first paid purchase, you may request a full refund within 14 days of the purchase date, provided you have consumed no more than 20% of the model credit allowance included with that purchase, as assessed by us from your usage records. This is more generous than the statutory minimum in most jurisdictions.

4. Always Refundable

These cases are refunded regardless of usage and regardless of the 14-day window:

• Duplicate or erroneous charges — if you were charged twice for the same period, or charged in error, we refund the duplicate or erroneous amount in full.
• Extended service outage — if the Service is materially unavailable for a continuous period of 72 hours or more during a period you paid for, we refund the affected days, calculated on a reasonable pro-rata basis.
• Material reduction or termination by us — if we materially reduce the core functionality of a plan you paid for, or terminate your account without fault on your part, we refund the unused portion of your current period on a reasonable pro-rata basis.

5. What Is Not Refundable

Outside the cases above, purchases are non-refundable once the access period has begun. In particular:

• Model credit allowance you have already consumed.
• Unused allowance at the end of a period — allowances do not roll over and are not refundable or transferable.
• Remaining time forfeited by changing plans mid-period. Buying a different plan replaces your current one immediately; the remaining time on the old plan is not carried over or credited. If you want to keep unused time, wait until your current period ends before changing plans.
• Any remaining paid period forfeited by deleting your account.

We may decline refunds where we detect abuse of this policy, such as repeated purchase-and-refund cycles or heavy usage immediately before a refund request.

6. Your Statutory Rights

Nothing in this policy limits any non-waivable right you have under the consumer law of your country — including the statutory cooling-off period available to consumers in the EU and UK, which applies to unused digital services. Where local law gives you more than this policy does, local law wins.

7. How to Request a Refund

Email [email protected] from the address registered on your account, including your order ID and the reason for the request.

• We acknowledge every request within 2 business days.
• We decide within 5 business days of acknowledgement.
• Approved refunds go back to your original payment method, typically within 5–10 business days depending on your bank. Who sends the money depends on how you paid: card / Alipay / PayPal orders are refunded by Waffo Pancake, our payment processor and merchant of record; CNY orders paid by WeChat Pay direct are refunded by us through our own WeChat Pay merchant account, back to the same WeChat account.

A full refund revokes the benefits it granted and returns your account to the Free plan; a partial refund shortens the remaining paid period in proportion to the amount refunded.

8. Billing Disputes & Chargebacks

If you do not recognise a charge, please contact us before raising a chargeback with your bank. Note that your statement shows Waffo as merchant of record, which is the most common reason a charge looks unfamiliar. We resolve confirmed billing errors within 5 business days — almost always faster than a bank dispute. Raising a chargeback without contacting us first may result in your account being suspended pending resolution.

9. Contact

This policy is operated by Beijing AgentsDance AI Technology Co., Ltd. (北京跃迁效应人工智能科技有限公司), trading as Pocket Expert AI. Questions about refunds? Email [email protected].