1. No payment during Alipay review
Alipay computer website payment is under review. The current checkout, payment, and result pages are review demos. They do not start a real transaction, create a billable order, or collect funds, so no refund can arise during this stage.
2. Refund cases after live payment opens
- Duplicate charge: the same service is charged more than once because of a system or payment error.
- Non-delivery: payment succeeds but Wordex does not activate the purchased service and support cannot reasonably restore delivery.
- Major service fault: a core function of the purchased service remains unavailable after the user contacts support and the issue cannot be remedied.
- Legal requirement: applicable law, a regulator, or an effective decision requires a refund.
3. Requests that require case review
A digital service that was activated and used does not automatically qualify for a full refund because of a change in preference. Device or host incompatibility that was clearly disclosed on the download page, a third-party Word or WPS fault, or a violation of the Terms of Service requires review of service delivery, cause, and applicable law.
This section does not exclude or limit consumer rights and does not replace case review with a blanket no-refund statement for digital products.
4. Refund amount and original payment path
Refunds are based on the amount actually paid. An eligible full refund returns the full amount paid. Where part of the service was performed and a partial refund is legally appropriate, Wordex will explain the calculation. Approved refunds are generally returned through the original payment path. Arrival time depends on Alipay, the bank, or another payment provider.
5. How to request a refund
Use the purchase email to contact support@wordex.cn or submit an online ticket. Provide the order number, plan, issue description, and requested resolution. Do not send a password, complete confidential document, or unrelated personal information.
Wordex will use email or the ticket to communicate acceptance, needed information, and the final result.
6. Legal rights
If this policy conflicts with applicable law, the law controls. Consumer rights that cannot legally be excluded or limited remain unaffected.