Refund Policy

1. Payment Terms

1.1 Currency and Accepted Payment Methods

All subscription fees and one-time purchases are denominated and processed in Hong Kong Dollars (HKD) unless explicitly stated otherwise.

Accepted payment methods include:

• Credit Cards (Visa, Mastercard, American Express, UnionPay)
• Faster Payment System (FPS) / PayMe
• Octopus Online Payment
• PayPal and select digital wallets
• Bank transfer (for institutional licenses only, minimum HK$5,000)

1.2 Pre-Payment Requirement

All subscriptions are pre-paid. Access to premium features is granted only after successful payment processing and verification. We do not offer post-paid billing or credit terms for individual users.

1.3 Administrative & Processing Fees

Prices displayed are exclusive of applicable taxes, including but not limited to VAT, GST, or sales tax (if imposed by your jurisdiction). You are responsible for all taxes, duties, and government charges related to your purchase.

Third-party payment processor fees (e.g., currency conversion fees, international transaction fees) are not covered by KongPaper.

2. Subscription Model

2.1 Subscription Plans

KongPaper offers the following subscription tiers:

• Monthly Plan: Billed every month at the then current monthly rate
• Annual Plan: Billed every 12 months (often discounted compared to monthly)
• School/Institutional Licenses: Custom pricing for bulk accounts (contact [email protected])

2.2 Automatic Renewal

All subscriptions automatically renew at the end of each billing cycle unless you cancel before the renewal date. You will be charged the then-current subscription rate using the payment method on file.

2.3 Subscription Cancellation

You may cancel your subscription at any time through:

1. Account Settings → Subscription → "Cancel Subscription"
2. Email request to [email protected] with your account email and order ID

Important: Cancellation must be completed at least 24 hours before the renewal date to prevent the next billing cycle charge. Cancellations take effect at the end of the current billing period—you retain access until then.

2.4 Price Changes

KongPaper reserves the right to modify subscription pricing at any time. Existing subscribers will receive 30 days' advance written notice (via email or in-platform notification) of any price increase. The new price will apply starting from your next billing cycle after the notice period expires.

If you do not agree to a price increase, you may cancel your subscription before the new rate takes effect.

3. General Refund Policy

3.1 Exceptional Refund Scenarios (Zero-Usage Only)

We may, at our sole and absolute discretion, issue a refund only if:

• Zero-Usage Verification: The request is made within 24 hours of purchase AND our logs confirm that zero (0) AI credits have been used and no papers/content have been generated. Once a single AI prompt is processed, the service is deemed "consumed" and non-refundable.
• Technical Error: A proven duplicate charge caused by our system (excluding user-side double-clicking).

Refund requests must be submitted via email to [email protected] within 7 days of the incident.

3.2 Service Availability & Force Majeure

Downtime is calculated based on our core web infrastructure. No refunds or credits will be issued for:

• Internet service interruptions in the HKSAR or your specific location;
• Scheduled maintenance

3.3 Non-Refundable Scenarios

The following are STRICTLY NON-REFUNDABLE:

• "Lack of Use" Claims: Refunds are not issued if you simply did not use the Service during your billing period. This includes situations where you were too busy, forgot about your subscription, or changed your mind.
• Subjective Dissatisfaction: Claims that the AI-generated questions are "too difficult," "too easy," "not exactly like past papers," or "did not improve my grades" are not valid grounds for refunds.
• Subscription Renewals: Renewal charges are non-refundable. You are responsible for canceling before the renewal date if you do not wish to continue.
• Promotional / Discounted Purchases: Subscriptions purchased during sales, promotions, or with discount codes are final and non-refundable.
• Accounts Terminated for Violations: If your account is suspended or terminated due to violations of our Terms of Service (e.g., jailbreaking the AI, policy abuse), no refund will be issued.

4. One-Time Credit Purchases

4.1 Credit Package Refunds

KongPaper may offer one-time "credit packages" (e.g., 50 credits for HK$100) that allow pay-as-you-go usage of AI-powered features.

Refund eligibility for credit packages:

• Unused Credits (14-Day Window): If you have consumed zero credits from a package, you may request a full refund within 14 days of purchase.
• Partially Used Credits: If you have used some but not all credits, a pro-rata partial refund may be granted at KongPaper's sole discretion. Example: If you bought 50 credits for HK$100 and used 10, you may receive a refund of HK$80 (minus a HK$20 processing fee).
• Fully Used Credits: No refunds are issued for fully consumed credit packages.

4.2 Credit Expiration

Purchased credits do not expire, unless:

• Your account is terminated for Terms of Service violations;
• Your account remains inactive for more than 24 consecutive months (credits will be forfeited after this period).

5. School and Institutional License Refunds

Schools, educational institutions, and organizations with custom licensing agreements are subject to the refund terms specified in their individual contracts with KongPaper.

General principles for institutional refunds:

• Refund eligibility and amounts are negotiated on a case-by-case basis;
• Contracts may include pro-rata refunds for mid-year cancellations;
• Schools must provide 30 days' written notice for cancellation.

For institutional refund inquiries, contact: [email protected]

6. Refund Request Process

6.1 How to Request a Refund

To initiate a refund request, follow these steps:

1. Email [email protected] with the subject line: "Refund Request - [Your Account Email]"
2. Include the following information:
   • Full name and account email
   • Transaction ID / Order number
   • Date of purchase
   • Detailed reason for refund request (with supporting evidence)
   • Payment method used

6.2 Refund Processing Timeline

• Review Period: We will review your request within 3–5 business days and respond via email with a decision.
• Approval and Processing: If approved, refunds are issued within 7–10 business days to the original payment method.
• Bank Processing Time: Depending on your financial institution, it may take an additional 5–10 business days for the refund to appear in your account.

6.3 Refund Rejection

If your refund request is denied, we will provide a detailed explanation. You may appeal the decision by contacting [email protected] within 14 days of the rejection notice.

7. Currency Conversion and Exchange Rate Risk

All refunds are issued in the original currency of purchase (HKD by default). If you paid in a foreign currency through your payment provider's currency conversion service:

• You bear all currency conversion fees and exchange rate fluctuation risks;
• The refunded amount may differ from the original charge due to exchange rate changes;
• KongPaper is not responsible for any losses incurred from exchange rate differences.

8. Chargebacks & Debt Recovery

Legitimate Chargeback Reasons: We understand chargebacks are necessary for unauthorized transactions. If your credit card was stolen or used without your permission, please email [email protected] immediately so we can assist in resolving the issue.

Fraudulent Chargebacks: Accounts terminated due to confirmed fraudulent chargebacks (where the user authorized the purchase but later disputed it to obtain a free refund) will be permanently banned, and the incident may be reported to relevant authorities.

9. Changes to This Policy

KongPaper reserves the right to modify this Subscription and Refund Policy at any time. Changes will be posted on this page with an updated date of "Last Updated" at the bottom.

Material changes (e.g., reducing refund eligibility windows) will be announced via:

• Email notification to all active subscribers;
• In-platform banner notification for 14 days;
• Announcement on our Announcements page.

Continued use of the Service after such changes constitutes your acceptance of the revised policy.

10. Contact Information

For billing, subscription, and refund inquiries: