Refund Policy

Last Updated: September 11, 2026

This policy applies to all CaseSkill paid subscribers, mirrors the in-app refund request flow, and is enforced by the system. Subscriptions are charged in USD, and refunds are returned in USD via the original method. Please read carefully before subscribing.

1. Request Window & Scope

  • 14-day request window: All paid orders (Pro, Enterprise, including renewals) are eligible for a refund request within 14 days of successful payment; requests outside this window are not accepted.
  • Technical limitation: The payment provider can only refund charges within 14 days of payment and rejects later requests outright, so refunds beyond 14 days are technically impossible - please do not bypass the process with a chargeback.
  • Where to apply: Log in and go to "Account Center → Order Records", then click "Request Refund" on the order. This is the only application channel — your bank or payment provider cannot cancel the subscription or issue a refund on your behalf.
  • Required fields: Refund reason (at least 5 characters) and contact email. An RFD-prefixed request record is created immediately on submission; no charges or subscription changes happen automatically.

2. Full-Refund Conditions (Quantified)

  • A full refund requires both of the following:
  • (1) Timing: No more than 14 days since successful payment;
  • (2) Usage: Current-period AI usage does not exceed 10% of the purchased plan’s monthly AI allowance. For example, Pro’s monthly allowance is 200 AI calls — up to 20 calls after payment qualifies; for yearly orders the current month’s usage against the monthly allowance is used.
  • Eligible orders are refunded in full at the amount actually paid, with no fees deducted.

3. Orders Not Eligible for Self-Service Refund

  • More than 14 days since successful payment.
  • Current-period AI usage exceeds 10% of the plan’s monthly allowance (the system checks and blocks this in real time on submission, preventing invalid requests).
  • Orders belonging to accounts warned, suspended or banned for violating the Acceptable Use Policy.
  • A pending refund request already exists for the same order, or the order has an outstanding balance / an ongoing chargeback.
  • Exception: If a platform outage prevents normal use for more than 3 consecutive days, the 14-day and usage limits do not apply — you may request outage compensation under Section 7.3 of the Terms, assessed manually.

4. Review, Settlement & Effect of Refund

  • Manual review: Requests are generally reviewed within 1-3 business days; the result is sent to the contact email you provide.
  • Immediate effect: Once approved, the subscription terminates immediately and downgrades to Free — benefits are not retained until period end.
  • Quota clawback: All usage quotas granted by the refunded payment (AI calls, projects, modules, etc.) are fully reclaimed; usage already consumed this month counts against the Free allowance. If usage already exceeds Free limits, features beyond Free remain unavailable until the next calendar-month reset or a repurchase (the account may show an insufficient/negative quota balance).
  • Settlement time: The refund is returned to the original payment method within up to 14 business days; actual timing depends on your bank, WeChat Pay or card issuer.
  • Order status: Once settled, the order is marked "Refunded"; the refund ticket number and progress are visible in Order Records.

5. Cancellation vs Refund & Chargebacks

  • Cancellation ≠ refund: Canceling only stops future charges at the end of the current billing cycle while retaining benefits during the cycle; fees already paid for the current cycle are not returned by cancellation. If you need a refund, submit a refund request separately within the 14-day window.
  • No immediate-termination cancellation: There is no option to cancel and terminate service immediately.
  • Chargebacks: If you initiate a chargeback with your card issuer or payment provider for a completed charge, we reserve the right to terminate service immediately and recover the associated costs and fees (including chargeback fees and the cost of services consumed). For billing questions, please first use the refund process in this policy or contact support@getcaseskill.com — most issues are resolved by a normal refund within 14 days.

6. Request Records & Disputes

  • To protect both parties, your request content (refund reason verbatim), the usage and subscription snapshot at request time, review notes, and email correspondence are retained as processing records.
  • These records are used only for refund processing, payment dispute evidence (e.g., chargebacks), and support quality review — see the Privacy Policy.
  • If you disagree with a review decision, reply directly to the review email or write to support@getcaseskill.com to appeal.

7. Contact

  • Refund requests: please use the in-app request entry first (faster processing, complete records).
  • Refund inquiries: support@getcaseskill.com (Operator: Yan Wang)
  • Business-day response time: within 24 hours