Thank you for using the products and services provided by Xiangji.
This Xiangji Refund Policy (the “Policy”) applies to the subscription services, plans, credits, and other paid services you purchase from Xiangji.
Xiangji aims to provide users with clear and transparent refund rules. Please read this Policy carefully and fully understand it before purchasing the relevant services, especially the provisions relating to refund eligibility, refund scope, refund exceptions, and subscription cancellation.
If a specific Xiangji service you purchase has its own dedicated refund rules, those dedicated rules shall prevail.
For certain SaaS subscription services provided by Xiangji, Xiangji offers a 30-day refund guarantee for the first purchase.
Users who meet the refund conditions may submit a refund request to Xiangji within 30 calendar days from the date of the first purchase of the relevant subscription service.
Unless otherwise stated, “first purchase” means your first purchase of the corresponding SaaS subscription services with the same Xiangji account.
If the same user repeatedly registers and purchases through different accounts, or circumvents the first-purchase restriction by other means, such purchases shall not be deemed a new first purchase.
Xiangji has the right to determine whether a purchase qualifies as a first purchase based on the account, payment information, device information, order records, and other reasonable information.
Except for services explicitly marked as covered by the 30-day refund guarantee, whether other paid services support refunds shall be subject to the specific purchase page, order page, dedicated service agreement, or relevant rules.
You may request a refund if all of the following conditions are met:
Refund eligibility does not mean that all purchased services, credits, or other benefits can be unconditionally refunded. The actual refund amount and refund scope shall be subject to this Policy and the specific service rules.
For subscription services that qualify for the 30-day refund guarantee, Xiangji will, in principle, refund the amount you actually paid for orders that meet the refund conditions.
If your subscription service also includes credits, AI generation credits, image translation credits, API call credits, or other quantifiable service benefits,Xiangji may make corresponding deductions from the refund amount based on the volume of services you have actually used before submitting the refund request.
The specific deduction method shall be subject to the relevant service page or purchase rules.
For services that have been actually used, consumed, or delivered and cannot be restored, for example:
Xiangji has the right, based on actual usage, to deduct the corresponding charges upon refund or not to refund the consumed portion.
If the relevant services involve fees incurred by third-party platforms, AI models, payment institutions, cloud service providers, or other third parties, and such fees have actually been incurred and are non-refundable, Xiangji has the right to deduct the corresponding fees from the refund amount.
In the following circumstances, Xiangji in principle does not provide refunds:
If Xiangji has reasonable grounds to believe that a user has engaged in malicious refunds, repeated refunds, or other abuse of the refund policy, Xiangji has the right to reject the relevant refund request and take corresponding measures in accordance with the Terms of Use.
If you do not wish to continue using Xiangji subscription services, you may cancel the subscription using the method provided on the product page.
Cancelling a subscription does not automatically result in a refund.
If you have already paid for the current subscription period, cancellation usually only means turning off subsequent auto-renewal, and you may continue to use the corresponding services within the current paid service period unless the specific service rules provide otherwise.
For subscription services that support auto-renewal, you may turn off auto-renewal following the relevant method on the subscription page or in your account settings.
After auto-renewal is turned off, the currently paid subscription period will usually not be automatically refunded as a result.
Except as otherwise provided by laws and regulations or explicitly stated on the specific service page, orders arising from subscription renewals, auto-renewals, and upgrades are not covered by the 30-day first-purchase refund guarantee.
If you meet the refund conditions, you may submit a refund request to Xiangji through the following channels:
Customer service email: bussiness@tosoiot.com
Contact phone: +86 176 6407 5341
When requesting a refund, please provide as much of the following as possible:
To verify the order and protect account security, Xiangji may ask you to provide necessary order and identity verification information.
Xiangji will review your request after receiving a complete refund application and will usually provide the review result within 3 business days.
If the refund request involves complex orders, abnormal transactions, third-party payment institutions, or other situations requiring further verification, the review time may be extended accordingly.
In principle, refunds will be returned via the original payment method to the payment account or payment method you actually used when paying for the order.
If a refund via the original payment method is impossible due to the payment institution, bank, account status, or other objective reasons, Xiangji will discuss with you other reasonable refund methods.
After the refund is approved by Xiangji, the specific time of crediting depends on the processing time of the relevant payment institutions, banks, and other financial service institutions.
Xiangji cannot guarantee that a refund will be credited within a specific number of business days.
If the refund has been marked as completed but you still have not received the funds within a reasonable period, please contact Xiangji customer service in time, and we will help you check the refund status.
After a refund is completed, Xiangji has the right to make corresponding adjustments to your account and related benefits according to the type of service involved in the refund, including but not limited to:
If, after the refund is completed, the service benefits corresponding to the relevant order continue to be used, Xiangji has the right to recalculate the relevant charges based on actual usage or take other reasonable measures.
If you purchase Xiangji services through Apple, Google, PayPal, Stripe, or other third-party payment platforms, the refund may need to be processed in accordance with the rules of the relevant payment platform.
If the third-party platform has special provisions on refund requests, refund timing, or refund methods, you may need to submit the request following the process of the relevant platform.
For handling fees, exchange rate differences, payment failures, refund delays, or other issues arising from the third-party payment platform itself, Xiangji will assist in handling them within a reasonable scope, but assumes no liability for losses beyond the control of Xiangji.
Xiangji has the right to modify this Refund Policy in response to changes in laws and regulations, business adjustments, changes in payment methods, and actual operating conditions.
If the Refund Policy changes materially, Xiangji will notify you through website announcements, product pages, pop-ups, in-site notifications, or other reasonable means.
For services you have already purchased and that are still within their validity period, matters involving refund rights shall in principle be governed by the Refund Policy applicable at the time of your purchase, except as otherwise provided by laws and regulations or agreed by both parties.
The modified Refund Policy takes effect on the date of publication or the specified effective date.
If you have any questions about the Refund Policy, refund eligibility, refund amounts, or the refund process, you may contact us through the following channels:
We will process your refund request or inquiry within a reasonable period after receiving it.
Special note:
The Refund Policy does not affect other statutory rights you are entitled to under applicable laws and regulations. If this Policy conflicts with applicable laws and regulations, the mandatory provisions of the laws and regulations shall prevail.