Cinchus Refund Policy

1.1 This Policy forms part of the User Agreement and applies to all paid services purchased by the User from CINCHUS LIMITED ("Cinchus") through cinchus.io. Terms not defined in this Policy have the meanings given in the User Agreement.

1.2 The Service is a digital service and is activated immediately upon payment. Subscription fees correspond to the availability of the Service during the billing cycle (cloud storage, status confirmation and delivery capability), not to the number or outcome of actual deliveries. Except for the circumstances expressly listed in Articles 4 and 9 of this Policy, or where applicable law mandatorily provides otherwise, all fees paid are non-refundable.

1.3 Where the User purchases through a third-party app store or other third-party channel, refunds are subject to that channel's rules and must be requested from that channel. Cinchus cannot process such refunds directly.

1.4 This Policy does not affect any consumer rights the User has under applicable law that cannot be excluded by contract.

2.1 Monthly plan: prepaid monthly, with each Project billed separately, and automatically renewed at the end of each billing cycle.

2.2 Annual plan: prepaid annually, with the first Project and each additional Project priced separately, including postal delivery capability, and automatically renewed at the end of each billing cycle.

2.3 Prices, discounts, taxes and the scope of entitlements are as displayed on the checkout page at the time of payment and are denominated in US dollars. Differences arising from exchange rate movements or cross-border fees charged by banks or card networks are borne by the User.

2.4 Without a subscription, the User may only save local drafts; no fees are incurred, and no cloud storage, status confirmation or delivery is provided.

Except as otherwise provided in Article 4, no refund will be given in the following circumstances:

1. any fees paid for a monthly subscription, including any unused portion of the current period;
2. refund requests for annual fees made after the time limits set out in Article 4;
3. any Project in the order has entered the silent period or notification period, or has been triggered or delivered;
4. all fees relating to postal delivery where the mail has been handed to the carrier;
5. circumstances arising from the User's own reasons, including forgetting the password, the Recipient being unable to decrypt, configuration errors, the Recipient being unreachable, mistaken triggering, not using the Service, forgetting to cancel the subscription, or dissatisfaction with the Service where it has been provided as agreed;
6. suspension or termination of the Service due to the User's breach of the User Agreement;
7. the User voluntarily deleting the account;
8. an auto-renewal charge that has been successfully made;
9. adjustments to functions caused by the unavailability, change or discontinuation of Third-Party Services (social media platforms, email service providers, telecommunications operators, postal or courier carriers);
10. orders obtained using promotional codes, promotional prices, redemption codes or as gifts, unless otherwise stated on the purchase page;
11. refund requests made by anyone other than the account holder (including persons claiming to be the User's family members, heirs or estate administrators), unless otherwise required by an effective legal instrument binding on Cinchus;
12. requests for pro rata refunds of the elapsed portion of the current billing cycle.

4.1 Duplicate charges: where the same order is charged more than once, the duplicated amount will be refunded.

4.2 Billing errors: where an overcharge or incorrect charge results from a Cinchus system error, the difference will be refunded.

4.3 Cooling-off period for first annual purchase: the User may request a refund if all of the following conditions are met: (a) the order is the first purchase of an annual subscription by the User's account; (b) the request is made within seven (7) days from the date of payment; (c) no Project under the order has entered the silent period or any later stage, no delivery has occurred, and postal delivery has not been used; and (d) the User has not breached the User Agreement. Each User may benefit from this only once, and Cinchus may reasonably identify the same User by identity information, payment method, device and other means.

4.4 Service unavailability attributable to Cinchus: where the Service is continuously unavailable for more than seven (7) days for reasons attributable to Cinchus itself (excluding force majeure, Third-Party Service failures and scheduled maintenance), the User may request a pro rata refund for the period of unavailability, or Cinchus may elect instead to extend the service period.

4.5 Where Cinchus discontinues operations or terminates the Service without fault on the part of the User, Article 9 applies.

4.6 Where applicable law mandatorily requires a refund, the refund will be handled as that law requires.

4.7 Cinchus may, at its discretion, grant a refund or service time compensation outside the circumstances above. Such discretionary treatment does not constitute a precedent or an obligation to the User or any other user.

5.1 Circumstances under Clauses 4.1 and 4.2: the amount wrongly charged will be refunded.

5.2 Circumstances under Clause 4.3: the amount actually paid by the User will be refunded, less any fees already charged by third-party payment channels that are non-refundable.

5.3 Pro rata refund circumstances (Clause 4.4 and Article 9):

Refund amount = amount actually paid for the order × number of full days remaining ÷ total number of days in the billing cycle − postal delivery fees already used

Any period of less than one day is counted as zero.

5.4 Refunds are calculated on the amount actually paid by the User. Complimentary service time, discounts and promotions have no cash value.

5.5 Refunds are made only to the original payment method and calculated in the original payment currency. Any difference in the amount received caused by exchange rate differences or fees of banks or card networks is borne by the User. Cinchus does not make refunds to third-party accounts.

5.6 Upon completion of a refund, the corresponding subscription terminates immediately, and the related Projects enter suspended status and are handled in accordance with Clause 8.6 of the User Agreement.

6.1 The User shall submit a request through the in-account support channel or by email from the registered email address to [email protected], stating the order number, charge date, amount and reason for the request.

6.2 Cinchus will respond within five (5) business days after receiving a complete request. If the request is approved, Cinchus will initiate the refund within ten (10) business days. The actual time of receipt depends on the payment service provider and the card issuer.

6.3 Cinchus may require the User to provide additional materials or undergo identity verification. If the User does not provide them within fourteen (14) days, the request is deemed withdrawn.

6.4 Cinchus will not accept requests made after the time limits set out in this Policy.

7.1 Subscriptions renew automatically by default until the User cancels.

7.2 The User may cancel the subscription at any time in the account settings. After cancellation, the Service continues to be provided for the current billing cycle and will not renew when the cycle ends. Cancellation of a subscription does not in itself give rise to any refund.

7.3 Before an annual renewal, Cinchus will send a renewal reminder to the User's registered email address at least seven (7) days in advance. The User's failure to receive the reminder does not affect the validity of the renewal charge.

7.4 Where a subscription is cancelled or not renewed on expiry, the related Projects will enter suspended status upon expiry; the status confirmation process will no longer run and no delivery of any kind will take place. See Clause 8.6 of the User Agreement for details.

7.5 Deleting the account also cancels the subscription and does not give rise to any refund.

8.1 If the User disputes any charge, the User should first contact Cinchus in accordance with Article 6.

8.2 Where the User initiates a chargeback or dispute with the card issuer or payment service provider without first contacting Cinchus, Cinchus has the right, to the extent permitted by applicable law, to suspend the User's account and related Projects (including the status confirmation process and delivery) while the dispute is being handled, and to submit records of service activation and use to the payment service provider as evidence in its defence.

8.3 If a chargeback is upheld, the related subscription terminates. To the extent permitted by applicable law, Cinchus may recover from the User the dispute handling fees and other reasonable costs arising from the chargeback.

8.4 Where a refund is obtained through malicious chargebacks, cash-out schemes or fraud, Cinchus has the right to permanently terminate the User's account and reserves the right to pursue legal liability.

8.5 Where the User has received a refund and then initiates a chargeback for the same payment, the User shall return to Cinchus the amount received twice.

Except as provided in this Article and Article 4, Cinchus bears no other refund or compensation liability for termination, suspension or discontinuation of the Service.

10.1 Cinchus may update this Policy. The updated Policy applies to new orders and renewals after the update takes effect; completed orders are governed by the version in force at the time of payment.

10.2 Where this Policy and the User Agreement are inconsistent on refund matters, this Policy prevails.

10.3 Disputes relating to this Policy are resolved in accordance with Article 18 of the User Agreement.

10.4 Contact: CINCHUS LIMITED, email: [email protected].