Scope
This policy applies to VIP memberships, AI live translation time packs and related renewal orders purchased through official FoxDub channels. It applies alongside our Terms of Service and the information provided with your order. We value your experience. If a purchased service cannot be provided properly, we will review the impact and address the matter in light of delivery and actual use.
When services are unavailable
You may request a review and refund if system failures, paid feature malfunctions or other service issues for which we are responsible prevent you from using a purchased service. Duplicate charges and payments without credited benefits can also be reported. Network conditions, browser settings, changes to target websites and compatibility issues require individual investigation; we will not close a review simply by citing a third party.
How to submit a request
Log in to the account used for the purchase and submit a ticket in the Support Center. Choose the category most relevant to the payment or service issue and include “Refund request” in the title. Provide your order number, purchase date, product, approximate incident time, symptoms, troubleshooting attempted and requested resolution. Include the text of any error message if available. Do not provide passwords, verification codes, full card details or unrelated personal information. If you cannot log in, first try the password reset option on the login page.
Discussion and review
Support will reply through your ticket to understand the cause, duration and impact of the problem and check payment, benefits and necessary usage records. Check the Support Center for replies and provide any needed information. We may suggest troubleshooting or repairs before discussing service restoration, replacement benefits or a refund with you. If more time is needed, we will explain why and share progress. A lack of screenshots alone will not prevent us from checking existing records.
Refund amounts and benefits
Once we confirm that a refund is warranted, we will discuss a full or partial refund and explain the order concerned, amount, calculation and resulting changes to benefits. We consider the amount paid, the service not provided, used and unused benefits, discounts and gift conditions, without undisclosed penalties. Membership periods, AI time or gifts associated with the refund will be adjusted as agreed; unrelated benefits from other valid orders will not be affected.
Refund method and timing
After an arrangement is confirmed, we will process the refund through the original payment channel. If that route is unavailable, we will discuss another lawful method supported by the payment provider. Arrival times depend on the provider, bank and transaction status. Support will share known progress, and you can check your payment account. A submitted request or agreed arrangement does not mean the funds have arrived. Follow up in the original ticket if delayed. Refunds arising from our fault should not leave you with unreasonable additional fees.
Renewals and payment disputes
Requesting a refund and canceling auto-renewal are separate actions. To stop future charges, also cancel the authorization through subscription management in your website billing page or with the payment provider. Uninstalling the extension, stopping use or submitting a ticket does not automatically cancel renewal. Completed renewal charges require individual review. If a dispute or refund is already pending with your payment provider for the same transaction, tell us its status in the ticket so we can coordinate and avoid duplicate refunds.
Further information and contact
This policy does not promise unconditional refunds for every request or exclude your statutory consumer rights. If you disagree with the outcome, add information to the original ticket and request a review. Discussion with us does not restrict lawful recourse to payment providers or relevant authorities. Policy updates will not retroactively reduce rights you have already acquired by law. Please submit and follow up on refund matters through the Support Center so that a complete record of the discussion can be retained.