退款政策

1. 退款政策概述 | Refund Policy Overview

UpFlow Limited（以下简称"我们"）致力于为客户提供优质的品牌搜索可见度优化服务。我们理解在某些情况下，您可能需要申请退款。本政策详细说明了退款的条件、流程和相关规定。

UpFlow Limited ("we") is committed to providing quality brand search visibility optimization services. We understand that in certain circumstances, you may need to request a refund. This policy details the conditions, process, and regulations related to refunds.

2. 积分充值退款 | Credit Top-up Refunds

对于积分充值，我们提供以下退款政策：

For credit top-ups, we offer a 7-day unconditional refund if credits are unused. Refunds are also available for system errors or extended service unavailability. Used credits, credits older than 7 days, and promotional credits are not eligible for refunds.

3. 服务订单退款 | Service Order Refunds

对于已下单的优化服务，退款政策根据服务状态而定：

Service order refunds depend on the order status: 100% for pending orders, 80% for orders in planning, pro-rated for orders in progress, and no refund for completed orders.

4. 服务效果争议 | Service Effectiveness Disputes

如果您对服务效果不满意，请注意以下规定：

• 效果评估期：服务完成后，我们提供30天的效果观察期。
• 效果保障：如果在优化周期内，目标联想词未能在指定平台展示，我们将提供等值积分补偿或延长服务周期。
• 不可抗力：因搜索平台算法调整、政策变化等不可抗力因素导致的效果变化，不在退款范围内。
• 争议解决：效果争议将根据我方监测系统的数据记录进行评估。

We provide a 30-day observation period after service completion. If target suggestions fail to appear during the optimization period, we offer credit compensation or service extension. Algorithm changes or policy updates by search platforms are not grounds for refunds.

5. 退款申请流程 | Refund Application Process

申请退款请按以下步骤操作：

To request a refund: log in, go to Order Management, select the order, and click "Request Refund." Provide your reason and any supporting evidence. We will review within 3 business days and process approved refunds within 5-10 business days.

6. 退款方式 | Refund Methods

退款将按以下方式处理：

• 原路退回：退款将退回至您原始的支付方式（信用卡、借记卡或支付宝账户）。
• 积分退还：对于使用积分购买的服务，退款将以积分形式退还至您的账户。
• 处理时间：银行卡退款通常需要5-10个工作日，具体时间取决于您的发卡银行。

Refunds are processed to the original payment method. Credit card refunds typically take 5-10 business days depending on your bank. Service purchases made with credits will be refunded as credits.

7. 特殊情况 | Special Circumstances

以下特殊情况将单独处理：

• 账户违规：因用户违反服务条款导致账户被封禁的，不予退款。
• 欺诈行为：如发现退款申请存在欺诈行为，我们保留拒绝退款并追究法律责任的权利。
• 批量订单：大额批量订单的退款政策可能有所不同，请联系客服了解详情。
• 企业客户：企业客户的退款政策以签订的服务协议为准。

Special circumstances include account violations (no refund), fraudulent claims (refund denied with potential legal action), bulk orders (contact support), and enterprise clients (per service agreement).

8. 争议解决 | Dispute Resolution

如果您对退款决定有异议：

• 您可以在收到退款决定后7天内提出申诉。
• 申诉将由高级客服团队重新审核。
• 如仍无法达成一致，双方可通过香港国际仲裁中心（HKIAC）进行仲裁。

If you disagree with a refund decision, you may appeal within 7 days. Appeals are reviewed by our senior support team. Unresolved disputes may be submitted to the Hong Kong International Arbitration Centre (HKIAC).

9. 政策更新 | Policy Updates

我们保留随时修改本退款政策的权利。修改后的政策将在本页面发布。重大变更将通过电子邮件或平台通知告知您。继续使用本平台即表示您接受修改后的政策。

We reserve the right to modify this Refund Policy at any time. Updated policies will be posted on this page. Material changes will be communicated via email or platform notification.

10. 联系我们 | Contact Us

如果您对本退款政策有任何疑问，或需要申请退款，请通过以下方式联系我们：