Try before you buy
Tingji (the full set) comes with a free 3-day trial that includes 5 hours of live captions, and Yueji has a free plan. Please use them to decide before you pay.
When we give a full refund
- Bought by mistake and barely used: you ask within 3 days of your purchase, and since the purchase you have used less than 2 hours of live captions and translated fewer than 50 pages of course materials.
- Renewed by mistake: you ask within 24 hours of an automatic renewal and you have not used the service since that renewal. We refund that renewal and cancel the subscription.
- Duplicate or incorrect charges.
- A fault on our side: if a fault on our side stops the service from working and we cannot fix it within a reasonable time, we refund the period you could not use.
Everything else
- Monthly plans: cancel at any time. Your plan stays active until the end of the period you have paid for. We do not refund part-periods.
- Semester passes: not refundable.
- Extra hours: not refundable once any of them have been used.
How to ask for a refund
Email tingji.kaixin@gmail.com from the email address on your account and include your order number. Refunds go back to the original payment method. Card refunds usually arrive within 5–10 business days.
Orders processed by Paddle
If you bought from outside New Zealand and Australia, your order was processed by our online reseller Paddle.com, the Merchant of Record for that order. Paddle handles refunds for those orders under its Buyer Terms. You can also contact Paddle directly at paddle.net.
Misuse
We may refuse refunds to, and close, accounts that repeatedly ask for refunds after heavy use, or that file a chargeback with their bank instead of contacting us.
Your statutory rights
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993, the Australian Consumer Law, or any other consumer law that applies to you. In some places, such as the United Kingdom, consumers can cancel within 14 days. If you have already started using the service, an amount for what you have used may be deducted.