Refund Policy

I. Applicable Scenarios and Eligibility for Refunds

1. General Applicable Scenarios

You may apply to this Website for a refund if any of the following circumstances apply:

• 【Unfulfilled Orders】You have paid the order amount, but this Website or the cooperating merchant fails to provide the goods/services as agreed (e.g., goods are out of stock and cannot be restocked, services fail to start at the agreed time, virtual goods are not successfully delivered);
• 【Quality Issues with Goods/Services】The physical goods you received have quality defects (e.g., damage, functional failure, significant discrepancy from the description), or the services you have used have serious quality problems (e.g., service content inconsistent with commitments, losses caused to you during the service process), and you can provide valid evidence (e.g., photos of damaged goods, screenshots of service records);
• 【Payment Errors】Duplicate deductions (multiple deductions for the same order), incorrect deductions (deducted amount inconsistent with the order amount), or incorrect order payments (payment made to the wrong merchant/wrong order) caused by system malfunctions or operational errors of this Website's payment system;
• 【Order Cancellations】You cancel the order within the "cancellable period" specified by this Website or the cooperating merchant (e.g., cancellation of physical goods before shipment, cancellation of virtual services before use), and the order cancellation complies with the agreement between both parties;
• 【Legal Provisions】Other circumstances where you are legally entitled to a refund in accordance with applicable laws and regulations (e.g., the 7-day no-reason return scenario stipulated in consumer rights protection laws).

2. Scenarios Not Eligible for Refunds

This Website has the right to reject refund applications under the following circumstances:

• You have actually used the goods/services (e.g., physical goods have been unpacked and used without quality issues, virtual services have been fully delivered or used beyond the agreed proportion);
• Order issues caused by your personal reasons (e.g., incorrect delivery address filled in leading to failed delivery of goods, personal misjudgment of the need for goods/services), and such issues are not the responsibility of this Website or the merchant;
• You cannot provide valid payment vouchers (e.g., order number, screenshots of payment records) or refund-related supporting materials, making it impossible to verify the authenticity of the order;
• The "refund application period" specified in this Policy or the order has expired (unless otherwise agreed, refund applications must be submitted within 30 days after the order is completed/the problem occurs);
• Special goods/services clearly marked as "non-refundable" by cooperating merchants and in compliance with legal provisions (e.g., customized goods, limited-time discount services, expired virtual benefits).

3. Eligibility for Refund Applicants

Only the following entities are eligible to apply for a refund:

• The actual payer of the order (i.e., the holder of the payment account);
• An agent authorized in writing by the payer (required to provide a power of attorney and identification documents of the payer and the agent);
• Corporate users shall apply through their legal representatives or authorized handlers, and are required to provide the corporate business license, authorization documents, and other materials.

II. Refund Rules for Different Payment Methods

This website has formulated refund rules based on your original payment method to ensure that the refund funds are returned safely and accurately:

Refunds for Credit Card Payments (Visa/Mastercard, etc.)

• Refund Path: Funds will be returned to the original credit card account by default; changing to another payment method is not supported;
• Refund Amount: For full refunds, the actual amount paid for the order (including goods/services fees and taxes) will be returned; for partial refunds, the amount will be calculated based on the refund ratio agreed by both parties. If a coupon/discount was used for the original payment, the discount amount will be deducted proportionally before returning the remaining amount;
• Refund Timeliness: After this Website approves the refund and submits the refund instruction, refunds for Visa cards usually take 3-7 business days to arrive, and refunds for Mastercard take 5-10 business days to arrive, subject to the processing speed of the issuing bank;
• Special Notes: If the original payment involves currency conversion (e.g., using a non-USD credit card to pay for a USD order), the refund will be converted to the original payment currency at the exchange rate on the refund date, which may result in a slight exchange rate difference. This difference will be borne by this Website; for "refund-related handling fees" that may be charged by the issuing bank (e.g., currency conversion fees), this Website will assist you in applying for a waiver from the issuing bank, but the final approval of the waiver is subject to the issuing bank.

III. Refund Application Process and Review Mechanism

1. Refund Application Process

You shall submit a refund application through the designated channels of this Website, following these steps:

• 【Submit Application】Log in to your GlobalPay account, enter "Personal Center - Order Management", find the target order and click "Apply for Refund", or submit an application through this Website's customer service hotline or online customer service (required to provide the order number, payment time, refund reason, and relevant supporting materials such as photos, videos, and chat records);
• 【Document Review】This Website's customer service team will review the materials you submitted within 1-3 business days to verify the authenticity of the order, the reasonableness of the refund reason, and the validity of the supporting materials. If the materials are incomplete, the customer service will notify you to supplement them via SMS/email, and the time for supplementing materials will not be included in the review cycle;
• 【Result Notification】If the application is approved, this Website will send you a "Refund Approved" notification and immediately submit the refund instruction to the payment institution/bank; if the application is rejected, the reason for rejection will be explained to you, and you will be informed whether you can resubmit the application with supplementary materials;
• 【Fund Arrival】You can check the refund status (e.g., "Refund in Progress", "Refund Submitted", "Refund Arrived") in "Order Details - Refund Progress". After the funds arrive, this Website will send an arrival notification, and you can also check the fund arrival status through your original payment account.

2. Special Notes on Review

• For refunds involving cooperating merchants (e.g., you paid a third-party merchant through this Website), this Website needs to verify the situation with the merchant simultaneously, and the review cycle may be extended to 3-5 business days, subject to the customer service notification;
• For large-value refunds (e.g., a single refund amount exceeding USD 1,000) or complex refund scenarios (e.g., cross-border orders, refunds involving quality disputes), additional review by this Website's risk control team is required, and the review cycle may be extended to 5-7 business days. The review result will be notified to you in writing (email/in-site message);
• If you have objections to the review result, you may submit an appeal to this Website's "Dispute Resolution Department" within 7 business days after receiving the notification of rejection, along with new supporting materials. The appeal review result shall be the final conclusion.

IV. Calculation of Refund Amount and Fee Bearing

1. Calculation Method of Refund Amount

• Full Refund: If the order has no usage records and meets the refund conditions, the full amount you actually paid will be returned (including goods/services fees, taxes, and shipping fees. If you have paid the shipping fee and the refund is not caused by personal reasons, the shipping fee will also be returned);
• Partial Refund: The refund amount will be calculated based on the usage status of the goods/services, the severity of quality issues, or the negotiation result between both parties. For example:
  • For physical goods that have been partially used (e.g., 10% used), the refund will be calculated as "(1 - Usage Ratio) × Payment Amount";
  • For services with partial quality issues, the refund will be calculated as "(1 - Problem Service Ratio) × Payment Amount";
  • If you cancel the order due to personal reasons (e.g., cancellation before shipment), an "order processing fee" (usually no more than 5% of the order amount, subject to the order agreement) may be deducted before returning the remaining amount;
• Handling of Coupons/Discounts: If a coupon or discount code of this Website was used for the original payment, the used coupon/discount will be invalidated and cannot be reused. No additional compensation will be provided for expired coupons.

2. Rules for Fee Bearing

• Refunds Caused by This Website's Responsibility (e.g., system malfunctions, incorrect deductions, quality issues with goods/services): This Website shall bear all refund-related fees (e.g., payment institution handling fees, cross-border bank fees, shipping fees) to ensure that the actual refund amount you receive is consistent with the original payment amount;
• Refunds Caused by Your Personal Reasons (e.g., order cancellation, incorrect information filling): You shall bear the refund-related fees (e.g., payment institution handling fees, shipping fees), which will be deducted from the refund amount;
• Refunds Caused by the Cooperating Merchant's Responsibility: The merchant shall bear the refund-related fees. This Website shall be responsible for coordinating with the merchant to complete the refund. If the merchant fails to process the refund within the time limit, this Website will advance the refund funds first and then recover the funds from the merchant.

V. Refund Handling for Special Scenarios

1. Refunds for Shipped Orders/Started Services

• Physical Goods Shipped but Not Received: When applying for a refund, you need to indicate "whether the goods will be returned". If return is required, you shall send the goods back to the designated address within 5 business days after the refund is approved (the shipping fee bearing rule shall be implemented in accordance with Section 2 of Article IV of this Policy). This Website will submit the refund instruction only after receiving the returned goods and verifying that they are in good condition; if the goods have been received, you shall ensure that the goods have no usage traces and the packaging is intact, otherwise the refund ratio may be affected;
• Virtual Services Started but Not Completed: If the service can be suspended and no irreversible costs have been incurred, the remaining amount may be returned in accordance with the "used ratio" through negotiation; if irreversible costs have been incurred for the service (e.g., customized services, one-time consumption services), only the fee for the unused part may be returned, or no refund may be provided (subject to the clear agreement in the service agreement).

2. Handling of Failed Refunds

If a refund fails due to the following reasons (e.g., canceled payment account, frozen bank account, incorrect information), this Website will take the following measures:

• Notify You: Inform you of the reason for the refund failure via SMS/email, and request you to provide new valid refund account information within 15 business days;
• Re-process Refund: After you supplement the correct information, this Website will resubmit the refund application within 1 business day;
• Fund Retention: If you fail to provide the new account information within the time limit, the refund funds will be retained in this Website's account for 90 days. If no information is provided after 90 days, this Website will handle the funds as "unclaimed funds" and deposit them with the relevant regulatory authority in accordance with the law. You shall apply for retrieval through legal channels.

3. Handling of Fraudulent Refunds

If this Website discovers that you have engaged in "fraudulent refund" behaviors (e.g., forging evidence of quality issues, repeatedly applying for refunds, claiming unused goods as used), the following measures will be taken:

• Reject the current refund application and freeze the refund authority for the relevant order;
• Suspend some functions of your GlobalPay account (e.g., payment, refund application), and permanently ban the account in case of serious circumstances;
• Recover the refund funds that have been paid (through legal channels or deduction from the funds of your other orders);
• If the amount involved is large (e.g., exceeding USD 500) or the behavior is suspected of violating the law, report it to the public security organ and cooperate with the investigation.

VI. Policy Revision and Dispute Resolution

1. Policy Revision Rules

This Website has the right to revise this Policy in accordance with changes in laws and regulations (e.g., revision of consumer rights protection laws, adjustment of payment industry regulatory policies), business needs upgrades, or user feedback. The revised Policy will be published on the "Help Center - Refund Policy" page of this Website, with a public notice period of 7 natural days. The revised Policy will take effect automatically if no objection is raised after the notice period. If you continue to use the refund service of this Website, you are deemed to have accepted the revised Policy; if you do not agree, you shall stop using the relevant services and may contact the customer service to negotiate a solution.

2. Dispute Resolution Methods

• In case of disputes between you and this Website regarding refunds, priority shall be given to resolving them through friendly negotiation (you may contact this Website's customer service email to service@payworldcard.com);
• If negotiation fails, you may choose the following methods to resolve the dispute:
  • File a lawsuit with the people's court having jurisdiction over the place where this Website is registered;
  • If you are an overseas user, you may submit the dispute to an international commercial arbitration institution (e.g., International Chamber of Commerce Court of Arbitration) for arbitration in accordance with its current arbitration rules. The place of arbitration shall be New York, USA, and the arbitration language shall be English. The arbitration award shall be final and binding on both parties;
• During the dispute resolution process, both parties shall continue to perform other provisions of this Policy except for the disputed matters.

3. Other Provisions

• Matters not covered in this Policy shall be governed by the GlobalPay Website User Service Agreement, GlobalPay Website Payment Terms, and relevant applicable laws and regulations;
• This Website reserves the final right of interpretation of this Policy, but the interpretation shall not violate the mandatory provisions of laws and regulations. In case of any conflict between the interpretation and the laws and regulations, the laws and regulations shall prevail.