Refund & Dispute Policy
A fair and transparent refund and dispute resolution process
Last Updated: September 27, 2025
This policy outlines the refund conditions and dispute resolution procedures of Smart Marketing Detect Super Network (SMDSN).
1. Overview of Refund Policy
We are committed to providing satisfactory services to our customers. If you are not satisfied with our services, we offer a reasonable refund policy.
2. Refund Conditions
2.1 Eligible for Refund
The following situations qualify for a refund:
- Service not provided as promised within 7 days of purchase
- Major technical defects affecting normal use
- Duplicate or incorrect charges
- Service content significantly differs from description
- Service unavailable due to our reasons
2.2 Not Eligible for Refund
The following situations are not refundable:
- Refund request exceeds the allowed period (30 days after purchase)
- Service issues caused by customer actions
- Violation of service terms by customer
- Customer dissatisfaction without service failure
- Used monthly/annual subscription services
- Auto-renewal after free trial ends
3. Refund Application Process
Step 1: Submit Application
Submit your refund request via:
- Email: refunds@smdsn.com
- Online support: via website contact form
- Phone: Weekdays 9:00-18:00
Application must include:
- Order number or transaction ID
- Detailed reason for refund
- Relevant evidence (screenshots, error messages, etc.)
- Contact information
Step 2: Review
Upon receiving your application:
- Confirm receipt within 1 business day
- Complete preliminary review within 3-5 business days
- Contact you if additional information is required
Step 3: Decision
After review:
- If eligible: process the refund
- If not eligible: explain reasons and provide alternative solutions
- If further investigation needed: extend processing time
Step 4: Refund Execution
Refund processing:
- Return to original payment method
- Processing time: 3-10 business days
- Actual arrival time depends on payment method
4. Refund Timeline
| Service Type | Refund Period | Processing Time |
|---|---|---|
| Monthly Subscription | Within 7 days of purchase | 3-5 business days |
| Annual Subscription | Within 30 days of purchase | 5-7 business days |
| One-time Purchase | Within 14 days of purchase | 3-5 business days |
| Custom Enterprise Service | According to contract terms | 7-10 business days |
5. Dispute Resolution Process
5.1 Internal Resolution
If you have a dispute regarding our services or refund decisions, follow these steps:
- Contact Support: Express your concerns via support channels
- Provide Evidence: Submit relevant supporting evidence
- Wait for Reply: We will respond within 5 business days
- Negotiation: Attempt to reach a resolution through discussion
5.2 Escalation
If internal resolution is insufficient:
- Request escalation to management
- Provide detailed dispute explanation and expected resolution
- We commit to provide a final decision within 10 business days
5.3 External Resolution
If internal processes fail to resolve the dispute, you may:
- File a complaint with relevant consumer protection agencies
- Seek legal consultation
- Use arbitration procedures if applicable
6. Special Cases
6.1 Technical Failures
If our technical failures cause service interruptions:
- Service interruption over 24 hours: automatically extend service period
- Service interruption over 72 hours: offer full refund option
- Data loss: provide data recovery or compensation
6.2 Force Majeure
For issues caused by force majeure (natural disasters, government policies, etc.):
- We will try to provide alternative solutions
- Offer partial refunds if applicable
- Extend service period to compensate lost time
7. Contact Information
Refund & Dispute Contact:
- Refund Email: refunds@smdsn.com
- Dispute Email: disputes@smdsn.com
- Customer Service Phone: +86-400-123-4567
- Working Hours: Mon-Fri 9:00-18:00 (Beijing Time)
- Online Support:Contact Us page
8. Policy Updates
We may update this Refund & Dispute Policy from time to time. For major changes, we will:
- Post the updated policy on our website
- Notify existing customers via email
- Update the "Last Updated" date at the top of the policy
Important Notice: This policy forms part of your agreement with us. By using our services, you agree to the terms and conditions described in this Refund & Dispute Policy.