Given that all products and services provided by FamilyPro are intangible and involve the delivery of accounts and passwords, refunds are generally not supported once an order is completed and delivered. However, to fully protect your rights and experience, FamilyPro supports refund requests under reasonable conditions. if you believe a refund is necessary, please carefully review the following policy details.

Refundable Situations:

  • Within 24 Hours of Purchase: If you request a refund within 24 hours of purchase, we will process the refund. However, as we pay bank fees for processing your payment and refund, there will be a refund fee incurred.
  • Duplicate Payment: If a system error results in a duplicate payment for the same order, we will refund the duplicated part.
  • Subscription Not Received: If you have successfully paid for a subscription but did not receive the service within the agreed timeframe, you are eligible for a refund.
  • Technical Issues: If there are unresolved technical issues during the subscription period that severely affect normal use, you may request a refund. Detailed descriptions and evidence must be provided for verification.
  • Specific Subscription Types: For specific types of subscriptions, if the service does not meet your expectations or you are unsatisfied with the product, you can request a refund with sufficient evidence. The refund amount will be calculated based on the remaining subscription period minus any applicable processing fees.

Non-Refundable Situations:

  • Unpaid Orders: Refunds are not available for unpaid orders.
  • Special Subscriptions: For certain specific subscriptions like Spotify, once the service has commenced, the payment is considered final and non-refundable. However, you can cancel the subscription at the end of the current billing cycle to avoid future charges.
  • For users who violate FamilyPro's account sharing rules, FamilyPro reserves the right to deny refunds and retains the right to pursue legal action.
  • Other Non-Refundable Reasons: Any reasons not described in the "Refundable Situations" section.

Refund Amount Calculation

Each refund request will incur a processing fee. The refund amount will be calculated as follows: Order Amount - Processing Fee (determined by the payment institution's fees and refund policies).

Potential Consequences of Refunds

  • Impact on Personal Account: For example, for YouTube, once a refund is processed, your account will be removed from the family plan, resulting in the loss of related service privileges. Additionally, you will not be able to join any other family plan for the next 12 months.
  • Violation of Refund Policy: If your refund request violates FamilyPro's refund policy, we reserve the right to take action on your FamilyPro account. Please proceed cautiously when applying for a refund.

All refunds are at the sole discretion of FamilyPro.

Before making a purchase, please ensure you fully understand and accept these conditions. If you encounter any issues, we encourage you to contact our customer service team first to seek a possible resolution.

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