Refund Policy

PremLogin is committed to providing stable, high-quality shared-subscription services and to maintaining a fair and reasonable refund mechanism. This Refund Policy is the general refund policy applicable to the vast majority of products; a small number of special products carry no after-sales support or refunds, which will be clearly stated on the product detail page before purchase, and the refund terms on that product detail page shall prevail. Please read this Policy carefully before placing an order; placing an order constitutes your agreement to this Policy.

Before submitting a refund request, we recommend that you contact customer support first — most issues involving accounts, verification codes, or usage can be resolved within minutes without entering the refund process; if a refund is indeed required, we will also help you process it promptly.

① Refund Eligibility

The Platform processes refunds according to the delivery status of the subscription:

• Not yet delivered (awaiting fulfilment / on backorder): a refund may be requested at any time
• Delivered, and within 24 hours of delivery: a refund may be requested
• More than 24 hours after delivery: refunds are no longer accepted, except for product quality issues
• Product quality issues (unable to log in, specifications inconsistent with the order, or a technical fault unresolved within 24 hours): not subject to the above time limits; upon confirmation by customer support, a full refund will be issued with no handling fee
• Duplicate payment: if the same order is paid more than once, the duplicate portion will be refunded in full

Refunds may be issued either to the original payment method or as PremLogin Points; the applicable deduction rules are set out in the following section.

② Refund Amount Calculation

Except for product quality issues, which are refunded in full, refund amounts are calculated as follows:

• Refund to original payment method: refund amount = amount actually paid − (subscription usage charge + 10% + US$1 handling fee); credited within 2-3 business days of approval
• Refund to PremLogin Points: no handling fee; only the subscription usage charge is deducted; credited instantly (1 Point = US$1, subject to a per-account cap of US$300)
• Subscription usage charge = (time used ÷ total subscription duration) × amount actually paid; usage of less than 24 hours is counted as 24 hours

For long-term subscriptions (3 / 6 / 12 months), the usage charge is calculated over the entire subscription period.

③ Non-Refundable Circumstances

Refunds are not available in the following circumstances; please evaluate carefully before placing an order:

• Unpaid orders: orders for which payment has not been completed are not subject to the refund process
• Violation of usage rules: changing the password, binding a personal payment method, exceeding concurrent-viewing limits, or cross-region logins causing account anomalies
• Account top-up services: once a top-up has been completed, it is non-refundable; specific rules are as stated on the product detail page
• More than 24 hours after delivery: where no product quality issue exists, refunds are no longer accepted
• Personal reasons: change of personal preference, inability to find desired content, or dissatisfaction with taste
• Anomalies caused by region switching: account anomalies caused by the user switching connection regions on their own
• Refund abuse: frequent refund requests within a short period, or anomalous / bad-faith exploitation of the refund mechanism to extract benefits; the Platform reserves the right to refuse such refunds

④ Refund Process

1. Contact LINE support at @premlogin with your order number and the reason for the refund
2. Customer support will review and respond within 24 hours (24/7, year-round)
3. Upon approval, the refund is returned to the original payment channel within 2-3 business days
4. Cross-border credit card refunds may take 7-14 business days, depending on the issuing bank
5. Once the refund is completed, customer support will notify you by email and LINE

⑤ Refunds in Special Circumstances

• SaaS platform policy changes: e.g., Netflix abruptly discontinuing its household-sharing policy or ChatGPT imposing regional restrictions — the Platform will proactively process pro-rata refunds for affected users
• Service discontinuation: where a service is discontinued due to force majeure or business adjustment, the Platform will issue a full refund for the remaining term

⑥ Wholesale Refunds

Refunds for wholesale customers (including resellers and corporate purchasers) are governed by the terms of the commercial agreement executed between the parties, and the general user terms of this Policy do not apply. Please contact our business team at business@premlogin.com, or your dedicated account manager.

⑦ Refunds to PremLogin Points

You may elect to receive your refund as PremLogin Points (especially recommended for small refunds — no handling fee and instant crediting), subject to the following benefits and limitations:

• 1 Point = US$1, usable only to offset PremLogin orders
• No handling fee (refunds to the original payment method are subject to the 10% + US$1 fee under the rules above)
• Instant crediting, with no 2-3 business-day wait
• Non-withdrawable, non-transferable, and not exchangeable for cash
• Validity: permanently valid, with no expiry or forfeiture mechanism
• Per-user Points balance is capped at US$300; amounts exceeding the cap must be refunded to the original payment method
• The Platform treats Points solely as a credit voucher for purchases; they are not legal tender or a prepaid stored-value card

⚠️ Compliance Statement: The Platform does not issue any proprietary prepaid stored-value instrument; PremLogin Points are merely credit vouchers arising from the refund process and cannot be purchased or topped up.

⑦.A PremLogin Points User Agreement

This Agreement sets out the specific terms of the PremLogin Points scheme and takes effect concurrently with this Refund Policy. By accepting a refund to Points, you are deemed to have agreed to all terms of this Agreement.

• Nature: Points are not currency; 1 Point is equivalent in face value to 1 US dollar (USD) and may be used solely as credit within the PremLogin platform; Points are not exchangeable for cash.
• Source: Points arise solely from refunds credited to Points; the Platform provides no facility for purchasing or topping up Points.
• Use: Points may be used only to offset orders on the Platform; they are non-withdrawable, non-transferable, and may not be gifted.
• Per-account cap: each user's accumulated Points balance may not exceed USD 300. Where the cap is exceeded, any new refund will be mandatorily issued to the original payment method.
• Validity: Points are permanently valid once credited, with no expiry mechanism.
• Forfeiture upon violation: where a user's account is suspended for violating the Platform's usage rules or security requirements, the Points balance will be forfeited if the user does not lodge an appeal within 7 days of written notice from the Platform.
• Rule adjustments: the Platform reserves the right to adjust the Points rules, with 30 days' advance notice of any adjustment. Adjustments are not retroactive — Points credited before an adjustment takes effect may be used up under the pre-adjustment rules.
• Governing language: the Traditional Chinese version of this Agreement shall prevail; other language versions (if any) are reference translations only.

⑧ Consequences of a Refund

To preserve the fairness of shared services, the following measures take effect concurrently once a refund becomes effective:

• Mandatory removal from sharing: once the refund takes effect, the system will automatically terminate your membership in the relevant family group / shared plan
• Sharing eligibility restriction: users refunded for personal reasons or due to violations may not rejoin any family-sharing / group-sharing plan for 12 months from the refund date; refunds processed for reasons attributable to the Platform are exempt from this restriction
• Immediate suspension of benefits: privileges associated with the subscription (such as ad-free access or family group seats) terminate immediately when the refund takes effect

Measures for violations of this Refund Policy: if your refund request violates this Policy (e.g., abuse or false evidence), the Platform reserves the right to take appropriate measures against your account, including suspending your refund eligibility or deactivating your account. Please evaluate carefully before requesting a refund.

⑨ Chargebacks and Dispute Resolution

If you file a chargeback with your bank or payment provider without first contacting the Platform's customer support, the Platform reserves the following rights:

• To immediately terminate all of your subscription services
• To blacklist you and bar you from placing future orders
• To recover the handling fees and administrative costs arising from the chargeback

⑩ Contact Support

For refund-related inquiries, please contact:

• LINE support: @premlogin (24 hours)
• Email: refund@premlogin.com
• Telegram: @premlogin_support