saler.ai Refund Policy

1. Core rules (credits consumed per call)

1. Unused credits are refundable; the consumed portion is not (the industry norm for digital services delivered immediately).
2. "Unused" is determined by the D1 ledger entries (this is where the second benefit of an append-only ledger shows).
3. Refund window: within 60 days of the first top-up, in full for the unused portion (platform floor; to be calibrated against break-even).
4. This section does not apply to subscriptions: for automatic renewal, cancellation and refund rules of the brand-monitoring subscription (monthly), see §4, which is accounted for separately from credits.

2. Exceptions and Refusal Cases

1. The portion of credits already consumed.
2. Accounts involved in abuse, fraud or breach (AUP).
3. Top-ups made outside the refund window.
4. (Effective once MoR is integrated) Chargeback policy: we state that we submit usage records to contest chargebacks — which materially reduces the MoR's risk concerns.

3. Process and Timelines

1. How to apply: service@saler.ai / the operator console (currently email plus manual handling by our operations team).
2. (Effective once MoR is integrated) Refunds can only be issued back to the original payment method through the MoR (we have no power to refund directly) — stating this avoids customers concluding that we are stalling.
3. Handling time: 5–10 business days.
4. The time for funds to arrive depends on the MoR and the card issuer (effective once MoR is integrated).

4. Brand-monitoring subscriptions: automatic renewal, cancellation and refunds

This section applies to the brand-monitoring subscription (a monthly subscription). The subscription runs in parallel with per-call credits and is accounted for separately.

1. Automatic renewal (prominent disclosure): the subscription renews automatically each cycle, the cycle being one month; the renewal amount is the monthly fee of the tier in effect for that period (see the table above), and on a successful renewal the service term is extended by one month. At the time of first order we already disclosed these three items to you: the cycle, the amount and the cancellation method.
2. How to cancel and when it takes effect: you may request cancellation at any time by emailing service@saler.ai or through the operator console (once MoR is integrated, you may also self-serve in the MoR customer portal). After cancellation there are no further renewals; entitlement already paid for in the current period continues to be provided until that period ends, at which point it stops automatically and no further charges of any kind arise. We do not cut off service on cancellation: for a period you have paid for, the service is provided through to the end of that period.
3. Refunds for a current period: the subscription is a digital service prepaid by period. Once a period has begun, services already provided are not refunded pro rata; however, where entitlement cannot be provided during that period for reasons attributable to us (for example the subscription coverage does not take effect, or the service is unavailable for a prolonged time), we refund pro rata for the days not provided, or extend the term by one period of equal length — at your choice.
4. Failed renewal: if collection for the period cannot be completed, the subscription enters the past-due state and entitlement is suspended immediately; it is restored automatically once payment is completed, with no need to re-order. No charges accrue while past due, and no penalty interest is charged on the overdue amount.
5. Price adjustments: when tier prices change we notify you by email 30 days in advance; the new price does not apply retroactively to a period already paid for and takes effect from the next renewal cycle. If you do not accept the new price you may cancel before the charge for that cycle, and entitlement for the current period is unaffected.
6. Relationship to credits: for brands covered by the subscription, window queries no longer deduct credits per call; brands not covered by the subscription continue to be billed normally at the published prices on the pricing page.

(Effective once MoR is integrated) Subscription refunds are issued back to the original payment method by the MoR, and we have no power to refund directly; the time for funds to arrive is governed by the MoR's and the card issuer's rules. Before MoR integration, both collection and refunds for subscriptions go through manual reconciliation and are carried out under contract.

5. Escalation Path

1. Order of handling when you are dissatisfied with the result: support → billing review → refund assessment → dispute resolution (citing ToS §12).

Open items

• The number of days for the refund window and for credits validity must be calibrated together with the §7.7 break-even.
• Before MoR integration, the internal SOP must specify the approval chain and the method of payment for manual refunds (to avoid the impression of stalling).
• The timing of MoR integration is undetermined → when it happens, review: (i) each "effective once MoR is integrated" clause in this policy, converting it to effective; (ii) whether a subscription refund window should be introduced (the current rule being "no pro-rata refund within a period + per-day refund where we fail to provide").
• The Chinese text is the master; this English text is its full translation and is issued together with it.