1. Scope
This policy applies to refunds, cancellations, chargebacks, and payment disputes arising from subscriptions, recurring subscriptions, one-time subscription periods, extra credit packages, space quotas, or other paid services shown on Changé.
If this policy conflicts with order rules shown on the page, the Terms of Service, or mandatory applicable law, the rule that validly protects users' statutory rights will prevail.
2. When You May Request a Refund
You may contact us to request a refund or manual review in the circumstances below. We will assess the order status, benefit activation, actual usage, payment service provider records, and applicable legal requirements.
- A technical or system issue solely attributable to us prevents the paid service from being activated or reasonably used after payment.
- There is a duplicate charge, incorrect amount, incorrect currency, abnormal order status, or benefits were not granted according to the order.
- You believe the payment was unauthorized or that a card or payment account may have been misused, and you can provide information needed for verification.
- Other circumstances where applicable laws, payment service provider rules, or page rules expressly require a refund.
3. When Refunds Are Usually Not Available
Unless mandatory applicable law requires otherwise, page rules expressly state otherwise, or we confirm that a refundable circumstance applies, the following cases are usually not eligible for no-reason refunds.
- Subscription benefits, credits, space quotas, or other paid services have been activated, consumed, used, or fulfilled.
- A recurring subscription has entered the current billing period and the user did not cancel before the next charge.
- The issue arises from user selection error, forgetting to cancel, account sharing, device or network issues, violation of the Terms of Service, or violation of the Acceptable Use Policy.
- The order, account, payment method, or usage involves fraud, stolen-card risk, abuse, chargeback risk, or violation of laws and regulations.
4. Request Process
To request a refund or handle a payment dispute, please contact us using the details at the end of this policy and provide the order number, account email, payment time, payment amount, payment method type, issue description, and necessary screenshots for verification.
After receiving a request, we will review our local order records, payment service provider results, and benefit activation and usage records. Where necessary, we may ask you to provide identity verification, transaction proof, card issuer notices, or other reasonable materials.
5. Processing Time and Refund Path
We will use reasonable efforts to complete an initial review within a reasonable period after receiving complete materials. Complex orders, cross-institution payments, chargebacks, risk control cases, or cases requiring payment service provider assistance may take longer.
If a refund is confirmed, it will usually be processed through the original payment channel. Actual arrival time depends on the payment service provider, wallet, card scheme, card issuer, or bank rules.
6. Chargebacks, Disputes, and Abnormal Transactions
If an order involves a chargeback, payment dispute, stolen-card complaint, fraud risk, or investigation by a regulator or payment service provider, we may suspend the related order, account, subscription benefits, credits, or space quota, and reserve the right to cancel the order, terminate service, request additional materials, or cooperate with payment service providers and relevant authorities.
For malicious refund requests, abusive chargebacks, false disputes, account misuse, or misuse of payment instruments, we may restrict or terminate service and reserve the right to seek recovery and take further measures to the extent permitted by law.
7. Contact Us
To request a refund, report a payment issue, or submit dispute materials, please contact us using the details below.
- Customer service hotline: +852-66415338
- Contact email: service@fundamental.com.hk
- Company address: Unit 2962, 29th Floor, Infinitus Plaza, 199 Des Voeux Road Central, Sheung Wan, Hong Kong