Legal information

Refund Policy

This Refund Policy explains eligibility, request deadlines, and processing for RelayMe credits, subscriptions, and other digital services.

Last updated: 2026-08-22 Scope: Paid services purchased or topped up through relayme.ai
This Policy is provided by Quguo Limited, trading as RelayMe. The English version governs the international service. Nothing in this Policy limits mandatory consumer rights that apply to you.
Used credits and successfully delivered digital services are non-refundable. You may request a refund within 7 calendar days of a first purchase if none of the purchased credits or services have been used.

1. General Principles

1. Once a user has successfully purchased or topped up and started using the service, the consumed allowance or services already provided are, in principle, non-refundable.

2. If a verified RelayMe system failure prevents delivery of a paid service, we will retry delivery, restore credits, extend the service, or issue a refund. Duplicate charges and verified unauthorized transactions are also eligible for a refund.

2. Eligible Refund Cases

You may request a refund in any of these cases:

  • The request is made within 7 calendar days of a first purchase and none of the purchased credits or services have been used;
  • A verified system failure prevented delivery and cannot reasonably be remedied by retrying, restoring credits, or extending service;
  • A duplicate charge or verified unauthorized transaction.

3. Application Process

Email support@relayme.ai within 7 calendar days of payment with your account email, order number, payment date, reason, and relevant evidence. We aim to respond with a decision within 5 business days. Report unauthorized or duplicate charges as soon as you discover them.

4. Refund Method

1. Approved refunds are returned to the original payment method. After we submit a refund, it typically arrives within 5–10 business days, depending on the payment provider or bank.

2. Promotional gifts or discounted allowances are, in principle, excluded from refunds unless expressly agreed otherwise.

You may cancel a subscription at any time to stop renewal for the next billing cycle. The current billing period is not prorated unless applicable law requires otherwise.