Refund & Cancellation Policy
We want you to be satisfied with your purchase from Guangzhou Jianyun Information Technology Co., Ltd.. This policy explains the money-back guarantee we offer, how to request a refund, and what happens to your licence afterwards. It forms part of our Terms of Service.
1. 7-day money-back guarantee
If the extension does not meet your expectations, you can request a refund within 7 days of a successful purchase. The extension is a digital product, so once a licence key has been activated the purchase is considered used — but the 7-day window still applies to your first activation, and we do not ask you to uninstall first.
One condition applies: at the moment you request the refund, the licence must have been activated on at most one device. This counts every device the licence has ever been activated on, including devices that have since been removed or unbound — unbinding a device does not reduce the count. Multi-video mode is built for watching across several devices, so if the licence has been activated on two or more devices within the 7-day window, the window no longer applies. You can review the devices currently bound to your licence on the Manage devices page.
Dodo Payments, the payment provider that processes your purchase, charges a non-refundable processing fee on every transaction — approximately 6% + $0.40 of the transaction amount. That fee cannot be recovered when a refund is issued, so the refund is paid net of it.
2. How to request a refund
Email support@jianlequ.com with your order email address and, if convenient, your licence key. You can also raise a refund through the billing provider you used at checkout. We aim to reply within 2 business days.
3. Processing time
Approved refunds are processed by Dodo Payments, our payment provider, and normally reach your original payment method within 3–5 business days, depending on your bank or card issuer. The exact timing is set by your bank or card issuer, not by us.
4. What happens to the licence
When a refund is issued, the licence is revoked on our side and the extension automatically returns to the free plan. Single-video picture-in-picture keeps working; only multi-video mode is disabled.
5. Subscription cancellation and renewals
Monthly and yearly plans renew automatically. You can cancel at any time from your billing provider or by writing to us; your licence stays active until the end of the period you have already paid for, and you will not be charged again. After the paid period ends, the licence expires automatically and a 14-day grace period applies, during which the extension can still be reactivated; after that, multi-video mode is disabled until you renew.
6. Chargebacks
If you open a chargeback with your bank instead of contacting us first, we receive the dispute notice before we receive your message, and the licence is revoked immediately. If the dispute is later resolved in your favour, contact us and we will restore your licence.
7. Your statutory rights
Nothing in this policy limits any right you have under the mandatory consumer-protection law of your country. In particular, if you are a consumer in the EU, EEA or UK, you may have a statutory right to withdraw from a digital-content purchase within 14 days; where that right applies it is in addition to — and is not replaced by — the 7-day guarantee above.
8. Non-refundable cases
- Requests made more than 7 days after the initial purchase (except where a statutory right applies).
- Requests made within the 7-day window once the licence has been activated on two or more devices, including devices that have since been removed or unbound.
- Renewal payments cancelled after the new period has already started.
- Licence keys obtained through fraud, chargeback abuse or resale.
- Requests caused by incompatibility with third-party sites or browser versions outside our reasonable control.
9. Contact
Questions about refunds or your subscription? Write to us at support@jianlequ.com.