Cancellation & Refund Policy

1. Nothing to pay while it is free

Creating a double and previewing it is always free, and no credit card is required. You only choose and pay for a plan when you decide to take your double live and start publishing. We charge you nothing before a subscription begins.

2. No seven-day cooling-off period

The Service is digital content supplied other than on a tangible medium, and an online service that is completed on delivery. Under the proviso to Article 19(1) of the Consumer Protection Act and Article 2(5) of the Regulations on Reasonable Exceptions to the Right of Rescission in Distance Sales, and with your separate prior consent given at the time of purchase, the seven-day cooling-off right does not apply to the Service.

• We disclose this prominently at checkout and only open a paid subscription after you have ticked a separate consent box.
• Without your separate prior consent, this exclusion has no effect.
• So that you can evaluate the Service before paying, creating and previewing a double is always free and needs no credit card.

This clause does not affect the cases in clause 5 where we refund you on our own initiative, nor any right you have under consumer-protection law in respect of our breach or a defect in the Service.

3. Cancelling a monthly plan

• You can cancel at any time in your account settings, or by emailing [email protected]. No reason is required and there is no cancellation fee or charge.
• After you cancel, the Service continues until the end of the current month, with every feature unaffected.
• Once that period ends, the subscription does not renew and you are not charged again.
• Fees already paid for the current period are not refunded, because the Service was provided throughout it.

4. Cancelling an annual plan

• You can cancel at any time in your account settings, or by emailing [email protected]. No reason is required and there is no cancellation fee or charge.
• After you cancel, the Service continues until the end of the current annual period, with every feature unaffected.
• Once that period ends, the subscription does not renew and you are not charged again.
• Fees already paid for the current year are not refunded, and unused time is not refunded pro rata.

An annual plan is billed and served as one complete yearly period, charged once and paid once. Cancelling stops the next year from renewing; it does not shorten the year you are in. If you want the option to leave mid-term, choose the monthly plan.

5. When we refund you on our own initiative

The following are not subject to clauses 3 and 4:

• Duplicate charges or an incorrect amount: we refund the excess in full.
• Failure to provide the Service for reasons attributable to us: we refund pro rata for the period affected.
• Service interruption reaching the hours set out in the service-level agreement: handled under that agreement, by extending the service period or reducing the fee.
• We decide to cease operating or to discontinue the Service: we refund pro rata for the unused period.

6. When we do not refund

• Suspension or termination because you breached the Terms of Service.
• You changed or deleted your double yourself, or disconnected your social accounts, and can no longer use the Service.
• Feature limits caused by a third-party platform (Instagram, Facebook, Threads, LINE and others) changing its policies, suspending an account or changing its API. These are outside our control.
• Credits you have already used. Credits are valid within the plan period; they are not exchangeable for cash and are not refundable.

7. How to request a refund

• Email [email protected], or raise the request in your account settings.
• Please include your registered email address, the order number or the date of the charge, and the reason for the request.
• We reply within 1 business day and complete our review within 3 business days.
• Approved refunds are returned through the original payment channel within 7 business days. When the money reaches you depends on your card issuer or payment provider.

Refunds always go back through the original payment channel. We cannot redirect them to a different account.

8. Consumer disputes

If you disagree with how we handled your case, you can escalate through any of the following:

• Complain to us: [email protected] or 02-2556-6810. We reply within 1 business day and close the case within 7 business days.
• Complain to a consumer protection group, or to the consumer service centre of your municipal or county/city government.
• Call 1950, the consumer service hotline.
• Apply to a consumer ombudsman for mediation, or bring a consumer action in court.

Where this policy is unclear, it is to be read in the way that favours the consumer. We do not exclude a consumer's right to sue in another court with jurisdiction under Article 47 of the Consumer Protection Act or Article 436-9 of the Code of Civil Procedure.

9. Changes to this policy

If we revise this policy we will post it on this page and notify existing subscribers by email, and the change takes effect thirty days after that notice. If you do not agree with the change you may terminate before it takes effect, and we will refund what you have paid pro rata for the unused period.

For a subscription already in place, the refund terms are those of the policy version in force when it began.

10. Contact

[email protected] · PainPoint Technologies Co., Ltd. · VAT No. 62152635 · 5F.-3, No. 45-1, Chang'an W. Rd., Datong Dist., Taipei City 103, Taiwan.