1. What this policy covers
This policy covers orders placed on alithon.com — license keys and cloud traffic packs — paid with WeChat Pay or PayPal.
Purchases made in the Mac App Store, including SPU Pro subscriptions, are sold and billed by Apple, and we cannot refund them. Request a refund from Apple at https://reportaproblem.apple.com; Apple decides the request under its own policy.
2. Standard eligibility
You may request a refund within 14 calendar days of payment if:
- for a license order: no key from the order has been activated or used, no offline activation code has been generated, and no key has been bound to another person's account;
- for a traffic pack: none of the pack has been used, that is, the whole amount is still in your account's purchased traffic balance.
3. Issues we review separately
- Duplicate or clearly incorrect charges.
- A paid order that was not delivered and cannot be delivered promptly.
- A reproducible, material product defect that prevents the documented core function and cannot be resolved through a reasonable support process.
- A purchase that applicable consumer law requires us to refund.
4. Normally not refunded
- License keys that have been activated, shared, transferred or used to generate an offline activation code.
- Requests made more than 14 calendar days after payment, unless the law requires a refund or Section 3 applies.
- Change-of-mind requests after digital delivery and use.
- Cloud traffic that has been used, and traffic packs of which part has been used.
- Traffic balance forfeited by deleting your account. If an order is still eligible, request its refund before you delete the account.
- Problems caused by unsupported hardware, operating systems or third-party services, or by use outside the published product requirements.
- Requests we reasonably determine to be abusive, including repeated refunds of the same product, or refunds sought while the software continues to be used on the device in question. Such devices may be restricted under Sections 4 and 10 of the Terms of Service.
- Orders whose VAT e-invoice has already been used for reimbursement: the invoice cannot be reversed, so the order cannot be refunded.
5. How to request a refund
If the order belongs to your Alithon account, open Orders in the account center: eligible orders show a Request refund button. If a VAT e-invoice was issued for the order, you will be asked to confirm that it has not been used for reimbursement.
Otherwise — or after you have deleted your account — write to bill@alithon.com or use the Contact page, with the order number, the purchaser email, the payment channel, the purchase date and a short explanation. Do not send card or bank account details.
6. Review and payment timing
We normally respond within five business days. Approved refunds are returned to the original payment method; your bank or payment provider may need additional time to post the credit.
When a license order is refunded, its keys are disabled and cannot be activated again, and the software on devices activated with them reverts to Free the next time it connects to our servers. When a traffic pack is refunded, its traffic is removed from your balance. Any VAT e-invoice issued for the order is reversed (红冲).
7. Payment disputes and your statutory rights
Please contact us before opening a payment dispute so we can check the delivery and billing records. This policy does not limit any right you have under mandatory consumer law. Governing law and the competent court are set out in Section 13 of the Terms of Service.