UMOCloud Refund Policy

一. General Provisions

To standardize the refund matters of cloud mobile phone services, clarify the rights and obligations of both the platform and users, this refund agreement is formulated in accordance with the relevant laws and regulations of the Hong Kong Special Administrative Region of China, combined with the characteristics of UMOCloud cloud mobile phone services. This Agreement applies to all registered users who purchase and subscribe to paid cloud mobile phone services on the UMOCloud platform. Users' purchase and use of the service shall be deemed as voluntary recognition and compliance with all terms of this Agreement.

二. Refund Eligibility

Users who meet the following legal conditions may submit a refund application to the platform, and the platform will process the refund in accordance with the rules after approval:

1. Platform Service Failure: If the user's paid cloud mobile phone service cannot be used normally for 24 consecutive hours or more due to non-user reasons such as platform system failure, server abnormality and large-scale service interruption, and the user has no illegal operations and performs the contract normally, the user may apply for a refund of the service fee corresponding to the failure period.
2. Billing Abnormality: If there are platform billing errors such as duplicate deductions, excessive deductions and incorrect billing rules, the full amount of the abnormal deduction will be refunded after verified by the platform.
3. Unused Newly Purchased Service: For newly purchased cloud mobile phone packages, monthly/annual subscription services, users who submit a refund application within 24 hours after payment with no activation, no login and no service usage records are eligible for a full refund.
4. Statutory Refund Circumstances: Other circumstances where refunds shall be granted in accordance with the laws and regulations of the Hong Kong Special Administrative Region of China.

三. Non-Refundable Circumstances

Except for the refund eligible circumstances stipulated in this Agreement, no refunds will be granted in the following cases. Users acknowledge and agree to abide by this rule voluntarily in view of the particularity of cloud mobile phone virtual services:

1. Paid packages/subscription services that have been activated and logged in by users, or have generated usage records, traffic consumption and device operation records;
2. Users who voluntarily terminate or cancel the service account midway, or abandon the remaining service duration by themselves;
3. Failure to use the service normally due to users' own operational errors, equipment failures, network problems or third-party software compatibility problems;
4. Users whose services and accounts are suspended, frozen or terminated by the platform due to violations of platform user agreements and usage specifications (including but not limited to brushing orders, using plug-ins, illegal traffic diversion, illegal marketing and illegal use of equipment);
5. Preferential special service products such as limited-time discounts, flash sales, group purchases, gifted duration and activity-exclusive packages;
6. Normal deductions incurred by users' failure to cancel renewal in a timely manner after service expiration or automatic renewal expiration;
7. Refund applications proposed merely due to poor subjective user experience (such as slight stuttering, interface adaptation, inconsistent functional expectations, etc., excluding platform service failures);
8. Refund applications exceeding the refund time limit stipulated by laws and this Agreement.

四. Refund Application Process

1. Application Submission: Users who meet the refund conditions may submit a refund application via the official designated email address: deven@umocloud.com. The email shall state the account phone number/email, order number, payment voucher, refund reason and relevant supporting materials.
2. Review Time Limit: After receiving the refund application, the platform will complete information verification and review within 2-3 working days, and inform the user of the review result via internal message, SMS or email.
3. Refund Arrival: Approved refunds will be returned via the original payment channel. The specific arrival time shall be subject to the clearing rules and processing progress of the corresponding payment institution.
4. Data Supplement: The platform has the right to require users to supplement account ownership certificates, consumption records and other materials according to review needs. Users who fail to supplement within the time limit shall be deemed to have automatically abandoned the refund application.

五. Refund Calculation Rules

1. Full Refund: Applicable to unused newly purchased services, full platform billing errors, and complete service unavailability without any valid usage records. The full actual payment amount of the order will be refunded.
2. Proportional Refund: If the service is unavailable for part of the time due to platform failure, the refund amount shall be calculated according to the proportion of unused valid service duration to the total package duration, and the fee corresponding to the used duration will not be refunded.
3. Fee Deduction: Compliant fees such as payment channel handling fees, taxes and platform operation and maintenance costs incurred during the refund process may be deducted from the refund amount by the platform without additional notice.

六. Service Termination and Data Statement

1. After the refund application is approved and the refund is completed, the platform will immediately terminate the cloud mobile phone service permission of the corresponding order, close the device login and usage permission, and the user's remaining service duration will be automatically invalid.
2. After the service is terminated, the platform will clean up device cache data and user usage data in accordance with the privacy policy, and shall not be responsible for user data backup, retention and migration. Users shall back up important data in advance by themselves.
3. If the service is terminated due to user violations, the user shall have no refund rights, and the platform has the right to permanently ban the account and device permissions.

七. Other Agreements

1. The platform reserves the right to revise and update this refund agreement on the premise of compliance with laws and regulations. The updated agreement will be publicized on the official website and take effect upon publicity. Users' continuous use of the service shall be deemed as recognition of the updated terms.
2. If users have objections to the refund review result or refund amount, they may appeal to the platform within 3 working days after the result is publicized, and the platform will review and feedback the final result within 3 working days.
3. Matters not covered by this Agreement shall be implemented in accordance with the relevant laws and regulations of the Hong Kong Special Administrative Region of China and the main user agreement of UMOCloud platform. In case of disputes between the two parties, negotiation shall be prioritized; if the negotiation fails, a lawsuit may be filed with the competent court of the Hong Kong Special Administrative Region of China.

Effective Date: This Agreement shall take effect officially from the date of publicity

Platform Publicity: UMOCloud