Refund Policy

This Refund Policy explains how refund requests are handled for Tutu software products, including software licenses, subscriptions, activation codes, usage credits, and optional cloud or AI-assisted features. Different products may have different delivery methods, free scopes, paid items, and third-party payment rules. The purchase page, checkout page, in-app prompts, and transaction records control the details of a specific transaction.

1. Refund request window

If you believe there is a duplicate charge, successful payment without delivery of rights, billing error, system error confirmed by us, or another abnormal order issue, contact us within 7 days after successful payment at bigpox12@gmail.com or through the contact channels shown on the website. Refund requests are reviewed case by case and are not guaranteed.

2. Required materials

When requesting a refund or compensation review, please provide the order number, payment proof, account email, purchase date, relevant product, issue description, and any necessary screenshots, logs, or device information. Requests with insufficient materials, unverifiable abnormal reasons, or submitted after the request window may not be accepted or may be refused.

3. Digital rights and immediate delivery

Virtual rights, digital services, activation codes, subscription entitlements, software usage rights, download access, consumed credits, and effective device authorization have the nature of immediate delivery or consumption. Under normal circumstances, recharged credits, opened subscriptions, redeemed activation codes, effective software usage rights, and consumed credits are not eligible for no-reason refunds.

4. Usage credits

Credits are mainly used in supported products for tasks that consume server, AI model, or upstream service resources. Credits already consumed by AI analysis, generation, autocomplete, cloud processing, or other resource tasks are not refundable. If a product states that failed tasks do not deduct credits, in-app transaction records, page prompts, and backend records will apply. Situations caused by user cancellation, content violations, third-party service limitations, network environment, or unsupported materials are reviewed based on the specific records.

5. Relationship between hardware rights and credits

Where a product has device authorization, subscriptions, activation codes, and credits at the same time, hardware rights and credits are separate rights. Expired or canceled hardware rights, computer replacement, hardware fingerprint changes, or inability to use protected features on the current device do not automatically create a credit refund right. Unused credits in an account do not mean hardware rights remain valid.

6. Subscriptions, activation codes, and licenses

You may cancel future renewals through the relevant billing flow or by contacting support. Cancellation stops future billing but does not automatically refund past subscription periods. Activation codes, subscription entitlements, permanent licenses, or device authorization that have been delivered, redeemed, activated, or become effective are generally non-refundable unless required by law or unless we confirm an abnormal order, duplicate charge, undelivered rights, or system error.

7. Cases that may be reviewed

You may apply for a refund or compensation review only where required by applicable law, or in cases of duplicate charges, abnormal orders, successful payment without delivery of rights, system errors confirmed by us, or other unexpected abnormal reasons verified by us. Approved refunds may be calculated based on unused rights, actual consumption, payment-channel fees, promotional bonus rights, account abnormality status, and third-party service costs.

8. Non-refundable cases

We may refuse refunds for requests made after the 7-day window, insufficient materials, substantial use of rights, unverifiable abnormal reasons, violation of the Terms of Service, abuse of the refund process, account or device violations, completed and consumed services, or purchases made through a third-party marketplace that requires refunds to be handled by that marketplace.

9. How refunds are processed

Approved refunds are returned to the original payment method where possible. Processing times depend on the payment provider, bank, card network, and country or region. Some payments may be processed by a merchant of record or payment service provider, and their checkout, tax, fraud review, and refund rules may also apply.

10. Contact

To request a refund, contact us at bigpox12@gmail.com or through the QQ contact channel shown on the website, and include the required materials described above.