退款政策

Refund Policy

This Refund Policy applies to the CNERA AI membership subscription service (the "Service") provided by Huizhou Huaji Weilai Technology Co., Ltd. through https://cnera.cn. By completing payment you confirm that you have read and accepted this policy in full.

1. Product & Pricing

The Service is a digital content subscription. No physical goods are shipped. Upon successful payment, membership is activated automatically and becomes effective immediately.

2. Refund Eligibility

Digital content services that have already been delivered are, under Article 25 of the PRC Law on the Protection of Consumers' Rights and Interests, excluded from the statutory seven-day no-reason return. Nonetheless, CNERA voluntarily offers a refund policy that is more favourable than the statutory minimum:

• Unused within 7 days: You may request a full refund within 7 calendar days of payment provided you have not accessed any member-only benefit (including member-only articles, full market data, and the complete character library).
• Duplicate payment: If the same plan is paid more than once due to a system or network error, the duplicated amount is refunded in full.
• Payment succeeded but service not activated: If payment succeeded but membership was not activated, we will refund in full or activate the membership, after verification within 7 business days.
• Prolonged service outage: If a service outage attributable to CNERA lasts more than 72 consecutive hours, you may choose a pro-rata refund for the unused period or a free extension of an equivalent term.

3. Non-refundable Situations

• Member-only benefits have already been used (any member-only article read, or member-only data accessed).
• More than 7 calendar days have elapsed since payment.
• The inability to use the Service is caused by your own device, network, software, or account credentials.
• The membership was purchased with a materially discounted or promotional price explicitly marked as non-refundable at the time of purchase.
• The account has been suspended or terminated due to a violation of the Terms of Service.

4. How to Request a Refund

1. Email support@cnera.cn with the subject line "Refund Request + Order No."
2. Include: order number, payment date and time, amount paid, the last 4 digits or masked portion of the paying account, and the reason for the refund.
3. We will review and reply within 3 business days.
4. Once approved, the refund is returned through the original payment channel.

5. Refund Channel & Processing Time

All refunds are returned via the original payment channel. CNERA does not deduct any handling fee. Actual arrival time depends on the payment provider:

6. Auto-renewal

The Service does not use automatic renewal. Your membership will simply expire at the end of the term and no further charge will be made. Renewal is entirely manual and at your discretion.

7. Invoices

An electronic ordinary VAT invoice (电子普通发票) is available for any payment. Please email support@cnera.cn with your order number and invoice title information.

8. Minors

Users under 18 years of age should obtain the consent of a parent or guardian before purchasing. If a purchase was made by a minor without such consent, the guardian may contact us for a refund.

9. Dispute Resolution

If we cannot reach an agreement through negotiation, you may file a complaint with the Huizhou Administration for Market Regulation via the 12315 hotline, or bring an action before the competent people's court of the place where the defendant is domiciled.

10. Contact Us

• Operating entity: Huizhou Huaji Weilai Technology Co., Ltd.
• Email: support@cnera.cn
• Website: https://cnera.cn

11. Changes to This Policy

We may update this Refund Policy from time to time. Any change will be posted on this page together with an updated "Last updated" date. Orders placed before a change remain governed by the policy in effect at the time of purchase.