Refund Policy / 退款政策

1. Digital products / 数字产品

Speaking Lab sells digital access, time-limited plans, usage quotas, AI analyses, and learning reports. There are no physical goods to return. Paid access may begin immediately after a verified payment notification activates the purchased entitlement.

2. How to request a refund / 如何申请退款

Email support@sivitahub.com within 14 days of the transaction, unless a longer period is required by law. Include the order or transaction number from the receipt, purchase date, product name, account identifier, and reason for the request. Do not send passwords or full payment-card details.

We acknowledge and respond to customer requests within three business days. Additional investigation may be needed to verify ownership, payment status, entitlement delivery, and usage.

3. When a refund may be approved / 可退款情形

• A duplicate or incorrect charge that cannot be corrected through account reconciliation.
• Payment completed but the purchased entitlement was not delivered and cannot be restored within a reasonable time.
• A verified material service defect prevented use of the purchased digital product.
• A refund is required by applicable consumer law or the governing payment-provider terms.

4. Requests that may be declined / 可能不予退款的情形

• The purchased quota, mock, report, analysis, or substantial part of the access period has already been used or consumed.
• The request is based only on dissatisfaction with an AI-estimated score, where the service and disclosed learning feedback were delivered.
• The service could not be used because of an unsupported device, denied microphone permission, or network problem outside Speaking Lab's control, after reasonable troubleshooting was offered.
• The request involves abuse, payment fraud, account sharing, or violation of the Terms of Service.

These examples do not limit non-waivable consumer rights.

5. Creem international payments / Creem 国际支付

Creem is Merchant of Record for international transactions completed through its hosted checkout. Refunds and chargebacks for those transactions are handled through Creem under its Buyer Terms, merchant rules, product-specific terms, and applicable law. Speaking Lab reviews product delivery and account usage, then coordinates the approved request through the available Creem process.

Where applicable, statutory withdrawal rights remain available. For digital content or services supplied immediately with the buyer's express consent, withdrawal rights may be affected as disclosed by Creem at checkout.

6. Refund timing / 到账时间

Approved refunds are returned to the original payment method where supported. Processing and bank posting times depend on Creem, the domestic payment provider, the card network, and the buyer's financial institution. Speaking Lab does not promise an exact posting date after the provider accepts the refund.

Refund support: support@sivitahub.com.