退款政策

Refund Policy

退款政策

最后更新：2026 年 5 月 19 日

1. 适用范围

本退款政策仅适用于您通过本平台购买的"心意"添置交易。

2. 可退款情况

以下情况您可申请全额退款：

  • 支付成功但因系统故障未到账（72 小时内）
  • 误付（如重复付款、金额错误）— 需在 7 天内申请
  • 账号被本平台终止（剩余未使用心意）

3. 不可退款情况

以下情况无法退款：

  • 心意已用于敬献（已转化为悼念物品送出）
  • 购买超过 30 天的未使用心意（出于风险管理考虑）
  • 因您违反 使用条款 而被终止的账号
  • 非本平台直接付款（如转赠、代付）

4. 退款流程

申请退款请：

  1. 致信 [占位 - 联系邮箱]
  2. 注明：账号邮箱、交易日期、金额、退款原因
  3. 我们将在 5 个工作日内回复处理结果
  4. 退款通过原支付渠道（Billplz）返回
  5. 到账时间视您的银行/支付机构而定，通常 3-10 个工作日

5. 处理时间

  • 审核回复：5 个工作日内
  • 退款发起：审核通过后 3 个工作日内
  • 资金到账：取决于您的银行，通常 3-10 个工作日

6. 退款手续费

本平台不收取退款手续费。但 Billplz 等第三方支付机构可能收取小额手续费，将从退款金额中扣除。

7. 争议处理

若您对退款决定有异议，请联系我们：

[占位 - 公司名]
邮箱：[占位 - 联系邮箱]
工作时间：周一至周五 9:00 - 18:00 (MYT)

本政策最终解释权归 [占位 - 公司名] 所有。

Refund Policy

Last updated: 19 May 2026

1. Scope

This Refund Policy applies only to "Heart" credit purchases made on the Platform.

2. Eligible for Refund

You may apply for a full refund in the following situations:

  • Successful payment but credits did not arrive due to a system fault (must apply within 72 hours)
  • Duplicate payment or amount error (must apply within 7 days)
  • Account terminated by the Platform — refund applies to unused credits only

3. Not Eligible for Refund

The following are not refundable:

  • Hearts already used (already offered as tributes)
  • Hearts purchased more than 30 days ago and still unused (for risk-management reasons)
  • Accounts terminated due to violation of the Terms of Service
  • Payments not made directly through the Platform (e.g. gifts or proxy payments)

4. How to Apply

To request a refund:

  1. Write to [PLACEHOLDER - contact email]
  2. Include: account email, transaction date, amount, reason
  3. We will respond within 5 business days
  4. Approved refunds are returned via the original payment channel (Billplz)
  5. Bank receipt time varies but typically takes 3–10 business days

5. Processing Timeline

  • Review response: within 5 business days
  • Refund initiation: within 3 business days after approval
  • Funds in your account: depends on your bank, usually 3–10 business days

6. Refund Fees

The Platform does not charge a refund processing fee. However, third-party payment processors (such as Billplz) may charge a small fee, which will be deducted from the refund amount.

7. Disputes

If you disagree with a refund decision, please contact us:

[PLACEHOLDER - company name]
Email: [PLACEHOLDER - contact email]
Working hours: Monday to Friday, 9:00 AM – 6:00 PM (MYT)

Final interpretation of this Policy rests with [PLACEHOLDER - company name].