Refund Policy

1. Digital Product Nature

Shan Shui provides AI-generated digital content (Chinese name suggestions, cultural stories, and related materials). All products are delivered instantly in digital form. Once a name generation credit is consumed or subscription benefits are accessed, the digital content has been delivered and generally cannot be returned.

2. Refund Eligibility

We offer refunds in the following circumstances:

Credit Packs (One-Time Purchases)

• Full refund within 7 days of purchase if none of the credits have been used.
• Partial refund within 7 days if some credits were used but a technical issue on our side prevented you from receiving the intended service (e.g., generation failures due to our server error).
• Credits used to successfully generate names are non-refundable, as the digital content has been delivered.

Subscriptions (50/Day Plan)

• Full refund within 7 days of the initial subscription purchase if you have not used the service during that period.
• Cancellation: You may cancel your subscription at any time. Cancellation stops future billing. Your access continues until the end of the current billing period.
• Subscription renewals are non-refundable after the billing date, but you can cancel before the next renewal to avoid future charges.

3. Non-Refundable Situations

• Credits that have been successfully used to generate names.
• Subscription periods that have already been accessed or used.
• Dissatisfaction with the creative output of the AI (names are AI-generated suggestions and subjective by nature).
• Refund requests submitted more than 7 days after purchase.
• Purchases made through unauthorized or fraudulent means.

4. How to Request a Refund

To request a refund, contact us with the following information:

• The email address used during purchase
• Date and amount of the transaction
• Reason for the refund request

Contact us at support@newchinesename.com. We aim to respond to all refund requests within 2 business days.

5. Processing

Approved refunds are processed through our payment provider (Paddle) and will be returned to your original payment method. Processing time depends on your bank or card issuer, typically 5–10 business days after approval. Paddle may require additional verification for refund requests.

6. Chargebacks

If you believe an unauthorized charge has been made, please contact us first at support@newchinesename.com before initiating a chargeback with your bank. We can resolve most issues faster than the formal chargeback process.

7. Changes to This Policy

We may update this refund policy from time to time. Changes apply to purchases made after the update date. The version in effect at the time of your purchase governs that transaction.