1. Scope
This policy applies to digital software, AI analysis and transcription services purchased directly from GAMESOFTS. Third-party app store purchases follow the respective store refund rules. This policy does not limit statutory consumer rights.
2. Refund requests within seven days
Within seven calendar days of successful payment, services that have not been delivered or used are eligible for a full refund. For delivered or partially used services that do not work properly or differ from the purchase description, tell us what happened. We will check the records and provide a fix, redelivery or an appropriate refund.
3. Failed delivery and duplicate charges
If a service cannot be delivered and cannot be fixed within a reasonable time agreed by both parties, or if a duplicate or incorrect charge occurs, the corresponding amount will be refunded after verification. Analysis or transcription that fails because of a service fault does not count toward successfully used allowances.
4. Partially used monthly services
For refund requests within seven days, used services are deducted in proportion to successfully transcribed minutes: refund = amount paid × (plan minutes − successfully used minutes) ÷ plan minutes. The result is rounded to the smallest currency unit. Unused allowances cannot be exchanged for cash; refunds for service faults, delivery that differs from the description or legal requirements are handled separately. Orders used normally are generally not refundable after seven days, but delivery issues can still be reported.
5. How to request a refund
Email admin@gamesofts.net with the product, order number or payment date, purchase email, issue description and any relevant screenshots. Do not send full card numbers, payment passwords, verification codes or identity documents. We usually reply within two business days and provide a decision within seven business days of receiving complete information. For complex cases, we will keep you updated.
6. Refund method and timing
Once approved, refunds are usually submitted to the original payment method within five business days. The payment provider and bank determine when funds arrive; submission does not mean the refund has reached your account. Alipay refunds are processed through the original channel within the original transaction’s supported refund period. If a refund fails, we will contact you and work with the payment provider to resolve it.
7. Complaints and disputes
If you disagree with a decision, reply to the support email and request a review. We will explain the result and its basis within seven business days. You may also raise the issue through a payment provider or applicable consumer-protection channel. Contacting support is not a prerequisite for exercising statutory rights, and we do not require you to withdraw a complaint before a refund can be handled.