EasyLaTeX Refund Policy

Scope and acceptance

This Refund Policy (the “Policy”) applies to your purchase and use of products and services provided by Easylatex Technology Limited (“we,” “us,” or “EasyLaTeX”) through https://www.easylatex.ai/ or https://app.easylatex.ai/ (the “Websites”), including membership subscriptions and other paid services (collectively, the “Services”).

Please read this Policy carefully before purchasing or using paid Services. By purchasing paid Services or submitting a refund request, you acknowledge that you have read and understood this Policy. Where the law requires us to obtain your separate, express consent, we will do so in accordance with the law.

This Policy should be read together with EasyLaTeX's Terms of Service and other applicable rules. If this Policy conflicts with the Terms of Service, this Policy prevails with respect to specific refund matters, subject to any mandatory provisions of applicable law.

This Policy does not limit or exclude any non-waivable consumer rights you have under applicable law. Refund matters not expressly covered by this Policy will be handled according to the circumstances and applicable law.

Refund principles

EasyLaTeX is committed to providing stable and reliable Services. Refund requests will be handled based on the type of product or service purchased, actual usage, the reason for the refund, and applicable laws and regulations.

To the extent permitted by applicable laws and regulations, you may submit a refund request to EasyLaTeX in the following circumstances:

• Duplicate charges or payment errors: Duplicate or incorrect charges resulting from system failures or payment processing issues.
• Failure to provide the Services properly: Purchased Services cannot be used normally for reasons attributable to EasyLaTeX, and the Services have not been restored, nor has a reasonable solution been provided, within a reasonable period.
• Other eligible circumstances: Other circumstances that qualify for a refund under the specific rules for the product or service purchased, or under applicable laws and regulations.

To the extent permitted by applicable laws and regulations, refunds are generally not available in the following circumstances:

• Services properly provided: Services that have been properly delivered or used, including consumed AI usage allowances and completed AI processing tasks.
• Personal reasons: Requests based on changes in personal needs, no longer needing the Services, misunderstanding product features, or not fully reviewing product descriptions.
• A subscription period has started: Requests to refund fees already paid solely because you cancel a membership subscription or other recurring service, or stop using it, after provision of the service has begun.
• Violation of the Terms of Service: Requests arising from a restriction, suspension, or termination of the Services due to your violation of EasyLaTeX's Terms of Service.

EasyLaTeX will evaluate and handle individual refund requests in light of the actual circumstances. For partially used Services, unused paid entitlements, or other special circumstances, EasyLaTeX may determine a reasonable refund arrangement based on the applicable product rules and actual circumstances.

This Refund Policy does not exclude or limit any rights to a refund, cancellation of a transaction, or other statutory rights that cannot be excluded or limited under applicable laws and regulations.

Refund request process

To request a refund, please email contact@easylatex.ai, include “Refund Request” in the subject line, and explain the reason for your request. EasyLaTeX will review the request based on the information you provide and communicate the outcome through an appropriate channel.

To help us verify and process your refund request, please include the following information in your email:

• Account information: The phone number or email address you used to register with EasyLaTeX.
• Transaction information: The relevant order number and payment date and time.
• Reason for the refund: A brief explanation of why you are requesting a refund.
• Supporting documentation: Materials relevant to your refund request, such as screenshots of payment records.

Please ensure that the information you provide is truthful, accurate, and complete. If necessary, EasyLaTeX may ask you to provide additional information or supporting documentation.

EasyLaTeX will review your request in accordance with this Refund Policy, the Terms of Service, and applicable laws and regulations. We will complete the review within 10 business days after receiving your request and the necessary materials and notify you of the outcome by email. The review period may be extended if additional materials or further verification are required.

Refunds will generally be returned to the original payment method used to purchase the relevant Services, including a bank card, credit card, or payment platform account. If a refund to the original payment method is not possible due to payment channel restrictions or other reasonable grounds, EasyLaTeX will discuss an appropriate alternative refund method with you.

Once your refund request is approved, EasyLaTeX will arrange the refund as soon as possible and complete refund processing within 20 business days of approval. The time it takes for the funds to reach your account may depend on the processing procedures of banks, payment service providers, or other relevant institutions. The actual receipt date will depend on those institutions' processing.

This refund request process does not exclude or limit any rights that cannot be excluded or limited under applicable laws and regulations.

Policy revisions

EasyLaTeX reserves the right to revise this Refund Policy in response to business developments, changes to the Services, or changes in applicable laws and regulations.

If this Policy is revised, EasyLaTeX will publish the updated Policy on its official website or through other reasonable means and, where appropriate, explain the changes and their effective date. The revised Policy takes effect upon publication or on the specified effective date.

We recommend reviewing this Refund Policy regularly to stay informed of its latest terms. For material changes that require separate notice or your consent under applicable laws and regulations, EasyLaTeX will comply with those requirements.

No revision to this Policy affects any rights you have under applicable laws and regulations that cannot be excluded or limited.

Contact us

If you have any questions about this Refund Policy or need assistance with refund-related matters, please contact us as follows:

• Email: contact@easylatex.ai
• Email subject: Please include your EasyLaTeX account email address and the subject of your inquiry so we can promptly identify and handle your request.

If you are submitting a refund request, please include “Refund Request” in the email subject line and provide the information required by this Policy.