Aibabels Payment and Refund Policy

This policy applies to all users who use the Aibabels (website: https://www.aibabels.com) international trade customer service chat subscription service (including individual users and enterprise users, hereinafter referred to as "users"). It aims to clarify the relevant processes and standards for service fee payment, billing management and refund applications, and to protect the legitimate rights and interests of both users and the platform. If you have any questions, please contact us via the official email [email protected].

1. Payment Related Rules

1.1 Service Fee Description

Aibabels provides diversified subscription packages. Fees are determined based on package type (such as Basic, Enterprise, Custom), service duration (such as monthly, quarterly, annual) and functional permissions (such as language conversion quantity, intelligent reply capacity, customer service support priority level). The specific fees are subject to the real-time prices displayed on the platform when users place orders.

• The platform will adjust package fees according to market demand, service upgrades and other conditions. Before adjustment, users will be notified 7 calendar days in advance through website announcements, user registration email and other channels; if users have signed long-term subscription agreements, the fees during the agreement period shall be executed according to the original agreement, and renewal after the agreement expires shall be calculated according to the adjusted price.
• In addition to subscription fees, handling fees incurred by users using third-party payment channels (such as cross-border payment handling fees, currency conversion fees) shall be borne by the users themselves, and the specific fees shall be subject to the standards published by the payment channels.

1.2 Payment Methods

Users can complete fee payment through the following platform-certified payment channels. All payment operations are conducted in an encrypted environment to ensure fund security:

• Domestic Payment: Supports WeChat Pay, Alipay, UnionPay cards (debit card/credit card);
• Cross-border Payment: Supports PayPal, Visa, MasterCard, International UnionPay;
• Enterprise Customers: Can apply for bank-to-bank transfer. Before transfer, please contact the official email [email protected] to obtain the corporate account information. After the transfer is completed, vouchers must be provided so that the platform can confirm receipt.

1.3 Payment Process and Confirmation

1. Users log in to their Aibabels account, enter the "Member Center - Package Subscription" page, select the target package and confirm the service period;
2. Select the payment method and complete the payment operation according to the page prompts (for cross-border payments, pay attention to the currency type. The platform displays RMB, USD, and EUR by default, and users can switch by themselves);
3. After payment is completed, the platform will generate a payment voucher within 10 minutes and send it to the user's registered email. At the same time, the order status will be updated to "Paid" on the "Member Center - Order Management" page;
4. If the voucher is not received or the order status is not updated within 30 minutes after payment, users can submit an application through "Order Management - Problem Feedback", or contact the official email [email protected]. The platform will verify and process it within 1 working day.

1.4 Bills and Invoices

• Electronic Bills: After successful payment, users can download electronic bills on the "Member Center - Bill Management" page. Bills include order number, package information, payment amount, payment time, payment channel and other details;
• Invoice Application: Enterprise users can submit invoicing information (business license, taxpayer identification number, invoicing address and phone number, etc.) through "Bill Management - Apply for Invoice" within 30 calendar days after payment is completed. The platform will issue a VAT electronic ordinary invoice within 3 working days after receiving the application and send it to the user's designated email; invoice services are not currently available for individual users. If you have special needs, please contact the official email for consultation.

2. Refund Related Rules

2.1 Situations Where Refunds Can Be Applied

Users can apply for refunds from the platform when the following conditions are met. The platform will review and process according to the actual situation:

1. Service Not Activated/Not Used: After users pay the subscription fee, if they have not activated the service (i.e., have not logged in to the account to use core functions such as language conversion, intelligent reply), and the refund application time is within 7 calendar days after payment is completed, they can apply for a full refund;

2. Service Failure Resulting in Inability to Use: If users are unable to use the service normally for 24 consecutive hours due to platform technical failures (not user network problems, device problems or operational errors), users need to provide failure screenshots, usage records and other vouchers. After verification by the platform, they can apply for a refund based on the proportion of failure time (refund amount = paid fees ÷ total service days × failure days);

3. Service Does Not Match Description: After using the service, if users find that the actual functions (such as the number of languages supported by language conversion, intelligent reply accuracy rate) are significantly different from the platform's promotional content, and can provide effective comparison evidence, after confirmation by the platform, they can apply for partial or full refund (the specific proportion is determined by negotiation based on the degree of difference);

4. User Special Circumstances: If users need to terminate the service early due to force majeure factors such as company cancellation or business termination, and the service time used does not exceed 10% of the total subscription time, they can provide relevant supporting materials (such as cancellation notice) to apply for a refund based on the proportion of remaining time (refund amount = paid fees ÷ total service days × remaining unused days), but a handling fee of 5% of the order amount needs to be deducted.

2.2 Situations Where Refunds Cannot Be Applied

The platform will not accept refund applications in the following situations. Please understand:

1. Users have activated and normally used the service and apply for refunds due to subjective reasons such as their own business adjustments or changes in operating habits;
2. Users are unable to use the service due to non-platform reasons such as unstable network, device compatibility issues, third-party software interference, etc.;
3. Service problems caused by users not operating correctly according to platform guidelines (such as incorrectly selecting packages, incorrectly filling in account information);
4. When users apply for refunds, it has been more than 30 calendar days since payment was completed, or the service time used has exceeded 50% of the total subscription time;
5. The platform has provided customized services according to user needs (such as exclusive language model training, personalized interface development), and the customization work has been started or completed.

2.3 Refund Application Process

1. Submit Application: Users log in to their Aibabels account, enter "Member Center - Order Management", find the target order and click "Apply for Refund", fill in the refund reason and upload relevant vouchers (such as failure screenshots, supporting materials) according to the page prompts, and wait for platform review after submission;

2. Platform Review: After receiving the refund application, the platform will complete the review within 3 working days. The review results will be notified to users via SMS, registered email and account internal message; if the review is not approved, detailed reasons for rejection and supplementary material requirements will be explained;

3. Refund Processing: After the review is approved, the platform will return the refund amount to the account used by the user for payment within 1-5 working days through the original payment path (the specific arrival time is subject to the processing cycle of the payment channel, and cross-border payments may be delayed by 1-3 working days);

4. Progress Inquiry: Users can view refund progress in "Order Management - Refund Records". If the refund is not received beyond the estimated arrival time, they can contact the official email [email protected] for inquiry.

2.4 Refund Amount Description

• The refund amount will deduct the following fees (if any): fees corresponding to services already used, handling fees already incurred by third-party payment channels, and early development costs of customized services;
• If users use preferential payment methods such as coupons or discount codes, the refund amount will be calculated according to the actual payment amount, and the preferential portion will not be refunded;
• If users apply for refunds during the service period and invoices have been issued, they must first void the electronic invoice (or provide the original paper invoice mailed back to the platform's designated address). The platform will process the refund after confirmation.

3. Other Provisions

1. This Payment and Refund Policy is a supplement to Aibabels' Terms of Service and has the same legal effect as the Terms of Service. In case of conflict, this policy shall prevail;

2. The platform has the right to revise this policy based on updates to laws and regulations, business adjustments and other circumstances. After revision, it will be announced through the website homepage announcements, user registration email and other channels. Users who continue to use the service are deemed to agree to the revised policy;

3. If users and the platform have disputes about payment or refund issues, they should be resolved through friendly negotiation first; if negotiation fails, they can be submitted to the people's court with jurisdiction where the platform is located for litigation resolution.

Contact Information: Official email [email protected]. Inquiries made during working hours (Monday to Friday 9:00-18:00, except legal holidays) will be replied within 24 hours.

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Effective Date: September 5, 2025