Refund Policy
- This Refund Policy applies to products such as Number of External Contacts, Advanced Mails Features, Advanced Docs Features, Advanced WeDrive Features, and Advanced Security Features (excluding service provider orders). Specific refund eligibility is based on the products supported by WeCom.
- Partial refunds supported within 30 days: You understand and agree that due to the nature of advanced feature products, we only support refund requests initiated within 30 days of purchase. If you need to apply for a refund, you must submit your request within 30 days from the date of purchase; requests submitted after this period will not be processed. We will calculate the refund amount based on the specific services you purchased, considering the remaining value from the time of your refund request to the original order end date, as well as the resources already consumed. The specific calculation rules will be in accordance with the “Refund Amount Calculation Rules” outlined in this policy.
- Unconditional full refunds not supported: WeCom advanced features are consumable service products and do not support unconditional full refunds.
- Note: For advanced mail features, advanced Docs features, advanced WeDrive features, advanced security features, external Contacts, and customer acquisition assistant, the corresponding services will be terminated immediately upon submitting a refund request.
- You agree that in the case of abnormal or fraudulent refund requests, WeCom reserves the right to reject the requests. You acknowledge that WeCom has the right to assess and identify abnormal or fraudulent refund requests based on general and reasonable standards.
Refund Amount
Refund Amount Calculation Rules
- Order amount: The actual payment amount for the order (if discounts were applied, the amount after discounts will be used).
- Used duration: The number of days from the effective date of the current order to the time the refund request is initiated (less than 24 hours is counted as one day).
- Validity period: The total number of days for the services purchased in the current order (1 year is calculated as 365 days).
Cases
Case 1
User A purchased the advanced features of WeDrive on October 10, 2023.
- Order amount: 6,821 CNY
- Number of users: 20; 3,979 CNY
- Capacity: 1,000 GB; 2,842 CNY
- Validity period: 1 year
User A submitted a refund request on October 24, 2023.
- Used duration: 14 days
- Capacity used: 200 GB
- Refund amount = 6821 - [(14/365) × 3979 + 200/1000 × 2842] = 6100 CNY
Case 2
User B purchased Number of External Contacts on October 12, 2023.
- Order amount: 2000 CNY
- Number of external contacts: 20,000
- Validity period: 1 year
User B submitted a refund request on October 30, 2023.
- Used Duration: 20 days
- The refund amount = 2000 - (20/365 * 2000) = 1891 CNY
Case 3
User C purchased advanced features of Mails on October 17, 2023.
- Order amount: 521 CNY
- Number of users: 5
- Validity period: 206 days (additional purchase)
User C submitted a refund request on October 27, 2023.
- Used duration: 10 days
- Refund amount = 521 - (10/206 × 521) = 496 CNY
Case 4
User D purchased the advanced features of Meeting on September 10, 2023.
- Order amount: 9,976 CNY
- Number of users: 10
- Online meeting rooms: 50-participant × 2
- Validity period: 365 days (new purchase)
User D submitted a refund request on September 23, 2023.
- Service termination date: October 9, 2023
- Used duration: 30 days, from September 10, 2023, to October 9, 2023
- Refund amount = 9,976 - (30/365) × 9,976 = 9,156.05 CNY
Refund
1. Click the refund order link, locate the order you want to refund, fill in the reason and description for the refund, and then submit your refund request.
2. You can view the refund process on the order details page, and the review results will be sent to you via WeCom’s “Advanced Features”.
3. If a paper invoice has been issued, you will need to return the invoice according to WeCom’s requirements to complete the refund process. You must return the invoice within 15 calendar days; otherwise, the refund request will be considered unsuccessful.
4. Your refund request will be processed by WeCom customer service personnel within 15 working days. The specific refund time will depend on when the refund amount is actually credited to your account.
5. Once the refund request is approved, the refund will be returned to the original payment account.