I. General Provisions
This refund policy (hereinafter referred to as “this Policy”) applies to all refund requests made by users (hereinafter referred to as “you”) after purchasing course products through the [Wendouhui] online course marketplace (hereinafter referred to as “the Marketplace”). It serves as a clear agreement between you and the Marketplace operator (hereinafter referred to as “us”) regarding refund conditions, procedures, division of responsibilities, and other related matters.
We adhere to the principle of “fairness, justice, reasonableness, and compliance” in handling refund applications, to safeguard your legitimate rights and interests. Please read these terms carefully before purchasing the course. Your payment of the order will be deemed as your understanding and acceptance of all the contents of these terms. Refund applications and processing will be strictly implemented in accordance with these terms.
For matters not explicitly stipulated in this clause, relevant laws and regulations such as the “Law of the People’s Republic of China on the Protection of Consumers’ Rights and Interests” and the “Interim Measures for Seven-Day Unconditional Return of Online Purchased Goods” shall apply.
II. Applicable Situations and Rules for Refunds
(1) Seven-day no-reason refund
After purchasing a course on the mall, if you have not viewed the course content (or the viewing duration does not exceed 10% of the total course duration, subject to the data in the mall backend) within 7 days from the date of order payment completion, you can apply for a seven-day no-reason refund. We will fully refund the course fee you paid (excluding payment platform fees, if any).
The following situations are not eligible for a seven-day unconditional refund:
(1) The watched duration of the course has exceeded 10% of the total duration, or the course supporting materials (such as electronic lecture notes, practical toolkits, etc.) have been obtained and cannot be returned;
(2) For live streaming courses that have already commenced, or for scheduled courses that are approaching the start time (within 24 hours before the broadcast);
(3) Customized courses, one-on-one tutoring courses, and other personalized service products that have already begun providing services;
(4) The course content is illegally obtained due to the leakage of your account or sharing with others for personal reasons.
(II) Refund due to course quality issues
If the course you purchased has the following quality issues, you can apply for a refund at any time within the validity period of the course. We will refund part or all of the course fee based on the actual situation:
(1) The course content is significantly inconsistent with the promotional description on the online store, with core knowledge points missing or false;
(2) The course videos and audios cannot be played normally, or there are technical issues such as severe stuttering, blurry picture quality, and distorted sound, which cannot be repaired after our verification;
(3) The information provided about the course instructor is false, or the instructor fails to complete the course as agreed.
When applying for such a refund, you need to provide relevant evidence (such as course screenshots, video clips, communication records, etc.). We will verify the information within 3 working days after receiving the application, and if there is no discrepancy, we will process your refund.
(III) Refunds under special circumstances
If the course cannot be provided normally due to force majeure (such as natural disasters, policy changes, etc.), we will fully refund the course fee you have paid. If part of the course service has already been provided, the remaining fee will be refunded according to the proportion of the service not provided.
If you are unable to continue the course due to special reasons such as serious illness or accident, you may apply for a refund by providing relevant supporting documents (such as a medical diagnosis or accident certificate). We will, based on your progress in viewing the course and the remaining validity period, consider your application and refund a portion of the fee as appropriate.
For courses purchased during promotional activities in the mall, if the activity rules explicitly state “non-refundable”, the activity rules shall apply; if there is no explicit agreement, the relevant refund rules in this clause shall still apply.
III. Refund Application and Processing Procedure
Application method: You can log in to your mall account, find the corresponding course order in “My Orders”, submit a refund application and fill in the refund reason and relevant vouchers; or contact the mall customer service, provide the order number, personal information, and refund basis, and the customer service will assist in processing the application.
Audit process: After receiving your refund application, we will complete the audit within 3 working days, and the audit results will be notified to you via in-site message, SMS, or email.
Refund processing: Once approved, we will return the refund amount to your payment account via the original payment method within 5 business days. The specific time of receipt is subject to the processing time of the payment platform and bank.
Rejection explanation: If your refund application does not comply with the terms and conditions, we will reject the application and provide reasons. You may submit supplementary materials and reapply within 7 days after receiving the rejection notice. Failure to submit supplementary materials within the deadline will be deemed as a waiver of the refund.
IV. Division of Refund Responsibilities
For refunds caused by our own reasons (such as course quality issues, service breaches, etc.), we will bear the related expenses incurred (such as payment platform fees).
If you apply for a seven-day unconditional refund due to personal reasons (such as incorrect purchase, not wanting to learn, etc.), and if the payment platform has charged a handling fee, the fee will be deducted from the refund amount. The specifics are subject to the payment platform’s rules.
If you engage in fraudulent activities such as malicious refunds or false refund applications, we reserve the right to refuse the refund and pursue legal action against you. Additionally, we may blacklist your account and restrict your future purchases on our platform.
V. Other agreements
After the course is refunded, you will lose access to the course. The course materials you have obtained must be deleted immediately and cannot be retained, disseminated, or used for other commercial purposes. Otherwise, you will bear the corresponding legal responsibilities.
We reserve the right to update this refund policy based on legal and regulatory amendments, adjustments to our mall operations, and other circumstances. The updated terms will be notified to you through mall announcements, order page prompts, and other means. Your continued use of our mall services will be deemed as agreement to the updated terms.
If you have a dispute with us regarding refund matters, you can first seek to resolve it through customer service negotiation. If the negotiation fails, you may file a lawsuit with the people’s court having jurisdiction over the location of the mall.
VI. Contact Information
If you have any questions regarding the refund terms or need to apply for a refund, you can contact us through the following methods:
- Customer service email: 20032464@qq.com
- Contact number: 13341979790
- Contact information: “Contact Us” entry on the homepage of the mall