Refund Policy

1. Refund Overview

We are committed to providing customers with excellent service experience. To protect your rights, we have established a clear refund policy ("this Policy"). This Policy explains in detail the refund conditions, process, and timeline.

By using our Seedance 2.0 account purchase service ("this Service"), you agree to all terms of this Policy.

2. Refund Conditions

We offer different refund policies based on various situations:

• Product Not Received: If account information is not received within 24 hours after payment, you are entitled to a full refund
• Product Issues: If the received account cannot be used normally (not caused by user), we offer free replacement or full refund
• 7-Day Money-Back Guarantee: Within 7 days after account delivery, you may request a refund for any reason (minus processing fees)
• Wrong Purchase: If you purchased the wrong product type, you may request replacement or refund within 24 hours of delivery

3. Non-Refundable Cases

The following situations are not eligible for refunds:

• Refund requests made more than 7 days after delivery
• Issues caused by user (improper operation, forgotten password, account information leakage, etc.)
• Unable to log in with original password after user changed password
• Technical issues or service changes on the Seedance platform itself
• Account suspension due to user violation of Seedance platform terms of use
• Products where more than 50% of points or services have been used
• Custom services or special orders (negotiated based on specific circumstances)
• Refund requests due to market price fluctuations

4. Refund Process

To request a refund, please follow these steps:

1. Step 1: Contact Support - Reach our customer service team via WeChat (seedance2) or email ([email protected])
2. Step 2: Submit Request - Provide your order number, refund reason, and refund amount
3. Step 3: Information Verification - Our team will verify your order within 1 business day
4. Step 4: Refund Processing - After verification, we will process the refund within 1-3 business days
5. Step 5: Confirmation - Refund will be returned to original payment method

5. Refund Timeline

We commit to processing refunds within the following timeframes:

• Standard Refund:审核和退款1-3个工作日内完成
• Holiday Delays: Slight delays during holidays, maximum 5 business days
• Bank Processing: After refund, bank processing typically takes 1-5 business days
• Special Cases: For complex issues, we will communicate a solution within 3 business days

6. Refund Amount Calculation

Refund amounts are calculated based on when the refund is requested:

• Before Delivery: Full refund, no fees charged
• Within 24 Hours After Delivery: Full refund, minus 1% payment processing fee
• Within 3 Days After Delivery: 90% refund, 10% service fee
• Within 7 Days After Delivery: 80% refund, 20% service fee
• After 7 Days: No refund available

For points products where points have been used, refund will be calculated based on remaining points ratio.

7. Refund Method

Refunds will be returned to your original payment method:

• WeChat Pay: Refund to your WeChat wallet
• Alipay: Refund to your Alipay account
• Bank Transfer: Refund to your used bank account

If original payment method is no longer available, please contact support to arrange alternative refund.

8. Special Circumstances

The following special circumstances will be handled individually:

• Bulk Purchases: Enterprise bulk orders, refund policy can be negotiated separately
• Promotional Activities: Orders from special promotions, refund policy subject to activity rules
• Account Banned: If account is suspended due to Seedance platform issues, we provide free replacement or full refund
• System Failure: For issues caused by our system failure, we bear full responsibility

9. Exchange Policy

In addition to refunds, we also offer exchange services:

• Product Exchange: Within 7 days after delivery, free exchange to same type product
• Upgrade Service: Pay difference to upgrade to higher tier product
• Points Conversion: Account can be converted to points recharge service (difference required)

10. Dispute Resolution

If you are unsatisfied with the refund result, we recommend the following steps:

1. First communicate deeply with our support team, explaining your concerns
2. If unresolved, escalate to the complaint management department
3. We commit to providing final solution within 3 business days
4. If still disputed, legal action may be taken per the Terms of Service