Refund Policy for Top-Up

Thank you for your support of our app! We're committed to providing you with quality service and a smooth top-up experience. This refund policy applies to all virtual top-up goods purchased within this app, such as in-app currency, membership services, virtual items, and so on.

1. Eligibility for Refunds

· Given the nature of virtual goods, we only accept refund requests under the following specific circumstances:

· Technical Failure Leading to Failed Top-Up: You've made a payment, but due to an app system error, the top-up wasn't successfully credited to your account, and we're unable to re-issue it through technical means.

· Duplicate Charges: The same order was charged twice due to a system error.

· Major Service Defects: A virtual good you purchased (e.g., VIP membership service) immediately exhibited a significant functional defect upon purchase, making it unusable or severely different from its description, and it cannot be fixed within a reasonable timeframe.

2. Non-Refundable Situations

In the following situations, we generally do not provide refunds:

· Change of Mind for Personal Reasons: A refund is requested after a successful purchase and the goods have been credited to your account, simply due to a change of mind, mistaken purchase, or no longer needing the item.

· Consumed or Used Goods: Virtual goods (such as in-game currency, items, or membership duration) that have been used, consumed, or partially consumed.

· Purchases from Non-Official Channels: Virtual goods purchased through channels other than the official app.

· Account Violations: Issues arising from account suspension or virtual goods being cleared due to violations of the app's user agreement or game rules.

· User Error: Mistakes made by the user during the transaction (e.g., topping up the wrong account, purchasing the wrong item) once the goods have been credited.

· Promotional or Gifted Items: Virtual goods obtained through activities, tasks, giveaways, or any non-paid methods.

· Expired Purchase Timeframe: Virtual goods purchased and credited more than a reasonable period ago (e.g., over 7 days from the successful purchase and credit date) are typically not eligible for a refund.

3. Refund Process

If you believe your purchase qualifies for a refund under the above conditions, please follow these steps to submit your refund request:

1.Contact Customer Service: Immediately submit your refund request by using the "Contact Customer Service" feature within the app, sending an email to support@talatv.com.

2.Provide Necessary Information: When submitting your request, please be sure to provide the following detailed information for us to verify and process:

· Your App User ID/Account

· Top-up Order Number (please provide a screenshot of your payment proof)

· Name and quantity of the purchased item(s)

· Exact top-up time

· Detailed explanation of the reason for the refund (please describe the issue as thoroughly as possible).

3.Review and Verification: Our customer service team will review your application within 1-3 business days after receiving it. We may require additional evidence or your cooperation in an investigation.

4.Refund Processing:

· If your refund request is approved, the refund amount will be returned to your original payment account.

· The time it takes for the refund to be credited depends on your payment platform and bank's processing speed, typically requiring 3-10 business days.

· For top-up failures caused by technical glitches, if a refund isn't possible, we may prioritize re-issuing the corresponding virtual goods to you.

4. Important Notes

· Please keep your top-up records and order numbers safe, as these are crucial for your refund application.

· We strongly recommend that you only top up through the official app channels to protect your rights and interests.

· The final interpretation of this policy rests with TALA.