Since all products and services provided by FamilyPro are digital in nature and involve the delivery of accounts, credentials, subscription benefits, usage quotas, or related services, refunds are generally not available once an order has been completed and delivered. However, to ensure a fair customer experience, FamilyPro may provide refunds under reasonable circumstances. If you wish to request a refund, please carefully review the policy below.

Merchant Information

  • Registered legal entity: ZingStone HongKong Limited
  • Business address: Unit 1002, 10/F, Perfect Commercial Building, 20 Austin Avenue, Tsim Sha Tsui, Kowloon, Hong Kong.
  • Customer support: official@familypro.io

How to Request a Refund

  • User-initiated request: If the refund entry is available for your order, you may submit a refund request through the refund application page. You may be asked to provide the order information, refund reason, issue description, screenshots or other supporting materials, and the available refund method shown on the page.
  • Support-assisted request: If you have already contacted customer support through a ticket or feedback channel, our support team may create a refund request after reviewing the issue. In that case, you may be asked to complete the refund method or receiving account information before the refund can proceed.
  • Review and status: Refund requests may go through statuses such as pending review, pending refund method information, waiting for refund, refunded, rejected, or canceled. The actual handling progress depends on order records, delivery records, product type, usage status, user-provided information, and the selected refund method.
  • Additional information: If the information provided is incomplete or inconsistent with the order record, FamilyPro may request additional details before completing the review or refund process.

Eligible Refund Scenarios

  • Valid Refund Requests: If an order is found to have an issue and meets the requirements outlined in this policy, you may contact customer support or use the available refund entry to submit a refund request. All refund requests are subject to review and verification. Transaction fees charged by banks or payment processors may be deducted from the refund amount where applicable.
  • Duplicate Payments: If a system error results in duplicate charges for the same order, the duplicated amount will be refunded.
  • Service Not Delivered: If you successfully complete payment but do not receive the purchased subscription or service within the promised delivery timeframe, you may request a refund.
  • Unable to Use Immediately After Delivery Due to Platform Issues: If, upon first login, activation, or use after delivery, the product or service is completely unusable due to a FamilyPro platform issue and the issue cannot be resolved through replacement, re-delivery, repair, or other reasonable solutions, you may contact customer support for a full refund. This clause only applies to products that are unusable immediately after delivery and does not apply to issues that occur after normal use has already begun.
  • Technical Issues: If a FamilyPro platform issue causes persistent technical problems that significantly impact normal usage and cannot be resolved through replacement, re-delivery, repair, or other reasonable solutions, you may request a refund. Relevant evidence and a detailed description of the issue may be required for verification. For products that have already been used normally for a period of time, the refund amount will be calculated based on the remaining service period, benefits already consumed, resource usage, and actual costs incurred.
  • Refundable Subscription Types: Certain subscription products may qualify for refunds if they do not meet expectations. Refund amounts will be calculated based on the remaining service period, benefits already consumed, and actual costs incurred, with applicable fees deducted. For products that include API usage, AI generation credits, membership quotas, bandwidth, storage, computing resources, or other quota-based resources, additional service fees may be deducted based on actual usage.

Non-Refundable Scenarios

  • Unpaid Orders: Orders that have not been paid for are not eligible for refunds.
  • Special Subscription Services: Certain subscriptions are generally non-refundable once service delivery has begun or the service has been activated. You may cancel future renewals where applicable to avoid future charges.
  • Successfully Delivered and Functional Services: Refund requests resulting from personal reasons, accidental purchases, change of mind, lack of need, or subjective dissatisfaction are generally not eligible once the service has been successfully delivered and is functioning as described.
  • Violation of FamilyPro Account Sharing Rules: Refund requests may be rejected where the issue is caused by violation of FamilyPro account-sharing policies, product rules, third-party platform rules, or other misuse.
  • Other Non-Eligible Reasons: Any reason not specifically described in the "Eligible Refund Scenarios" section above.

Refund Calculation Principles

Refund requests may be subject to refund processing fees. Refund amounts will be calculated based on order status, product type, remaining service period, benefits already consumed, actual usage, and actual costs incurred. The available refund methods, estimated refund amount, and applicable deductions may be shown on the refund application page or confirmed by customer support during the process.

For products that include API calls, AI generation credits, membership quotas, bandwidth, storage, computing resources, or other quota-based resources, additional service fees may be deducted based on actual usage, resource consumption, and service costs before the remaining refundable amount is returned. The final refund method and timing may depend on the selected refund method, payment channel rules, and whether all required information has been provided.

Possible Consequences of Refunds

  • Impact on Personal Accounts: For example, if a YouTube Family subscription is refunded, your account may be removed from the family group, resulting in loss of associated benefits and potential restrictions imposed by the service provider.
  • Violation of Refund Policy: If a refund request violates FamilyPro's refund policy, we reserve the right to take appropriate action on your FamilyPro account. Please submit refund requests responsibly.

Refund requests are reviewed based on order status, delivery records, product type, actual usage, refund reason, supporting materials, the applicable product page, and this refund policy.

Mandatory Consumer Rights

Nothing in this refund policy is intended to exclude, restrict, or modify any consumer right or remedy that cannot lawfully be excluded under applicable law. If a mandatory consumer protection requirement applies to your transaction, that requirement will prevail to the extent of any conflict with this policy.

Before making a purchase, please ensure that you fully understand and accept these terms. If you encounter any issues, we encourage you to contact our customer support team first so that we can explore possible solutions.

Contact Us

  • Online Support
  • Email: official@familypro.io
  • Legal entity: ZingStone HongKong Limited
  • Business address: Unit 1002, 10/F, Perfect Commercial Building, 20 Austin Avenue, Tsim Sha Tsui, Kowloon, Hong Kong.