Return and Refund Policy

1. Overview

Thank you for using NativeVid, a digital software service operated by BLUE STAR TRADING LIMITED.

NativeVid offers digital software services, subscriptions, one-time month products, Points packages, and related paid service entitlements. This Return and Refund Policy explains when refund requests may be reviewed, when refunds are usually not available, and how related Points, subscription benefits, and account records may be handled after a refund, dispute, or chargeback.

Please review the product page, checkout page, Terms of Service, Privacy Policy, Shipping and Delivery Policy, and this policy before making a purchase. By completing a purchase or continuing to use paid services, you acknowledge and agree to the applicable payment and refund rules.

2. Digital Services and Return Policy

NativeVid provides digital services and does not sell physical goods that require shipment or physical return. Because there are no physical goods to send back, a traditional product return process does not apply.

For digital purchases, eligibility is reviewed under the refund rules below. We may consider whether the service entitlement, subscription benefit, or Points have been delivered, activated, used, expired, disputed, or affected by abnormal activity.

3. Paid Product Types

NativeVid may offer recurring subscriptions, one-time purchases, and promotional or compensatory benefits.

• Recurring subscriptions: Monthly and annual subscription plans renew automatically at the end of the current billing period unless you cancel automatic renewal before the renewal date according to the instructions shown in the service.
• One-time purchases: One-time month products and Points packages do not renew automatically. The applicable benefits, validity period, price, currency, Points amount, and usage scope are shown on the checkout page and in your order records.
• Promotional or compensatory benefits: Promotional Points, sign-up Points, invitation rewards, customer support adjustments, or other non-cash benefits are not cash, are not redeemable for cash, are generally not transferable, and do not automatically follow the refund rules for paid orders.

Points are service usage units within NativeVid. Points are not cash, stored value, gift cards, bank deposits, or transferable balances, and they cannot be redeemed for cash.

4. Refund Rules for Recurring Subscriptions

Cancelling automatic renewal is not the same as requesting a refund.

After you cancel automatic renewal, your already active subscription period will usually remain available until the end of that period, and NativeVid will not automatically charge you for the next renewal period. Fees for an already active current period are usually non-refundable, unless there is a duplicate charge, clear payment processing error, unauthorized transaction, or another special circumstance confirmed by NativeVid after review.

If you believe there was an abnormal charge, duplicate charge, or other payment issue related to a recurring subscription, you may contact NativeVid support for review. NativeVid will evaluate the request based on order records, payment provider records, account usage, and applicable rules.

5. Refund Rules for One-Time Month Products and Points Packages

One-time month products and Points packages are subject to manual refund review.

You may submit a refund request only when all of the following conditions are met:

• The related benefits and Points have not been used.
• The order has been successfully paid and settled.
• The order is still within the refund request window. Unless a product page or applicable law states otherwise, NativeVid's standard refund request window is within 7 days after the order is settled.
• The order can still be identified and reviewed by NativeVid.
• You can provide the necessary account and order information.
• The order is not affected by obvious abuse, fraud, dispute, chargeback, or other risk signals.

NativeVid usually does not support refunds in the following situations:

• Related Points, quotas, subscription benefits, or service capabilities have already been used.
• The refund request window has expired.
• The order benefits have expired for reasons not caused by NativeVid.
• The order relates to promotional, gifted, compensatory, or non-cash benefits.
• You violated the Terms of Service, platform rules, or engaged in abnormal transactions, abusive refunds, fraud, chargebacks, or other risk behavior.
• The product page, campaign page, or checkout page clearly states that the product is non-refundable, provided that statement does not conflict with applicable law.

Final refund eligibility is determined by NativeVid's review result.

6. Special Error or Abnormal Payment Cases

You may contact NativeVid support for further review if there is a duplicate charge, a settled payment with benefits not delivered correctly, a material mismatch in amount, currency, or product, a suspected unauthorized transaction, or a clear processing error by NativeVid or a payment service provider.

Depending on the facts, NativeVid may issue a refund, reissue benefits, recover Points or benefits, freeze benefits, restrict an account, or take other reasonable corrective actions.

7. How to Submit a Refund Request

You may submit refund-related questions through the NativeVid software client, Web account page, official website, or support channel. A refund or order entry point in the software client may redirect you to the Web account page or support channel to complete submission and review.

To help us review your request, please provide as much of the following information as possible:

• NativeVid account email or account ID.
• Order ID or payment record screenshot.
• Purchase time.
• Purchased product name.
• Refund reason.
• Any additional explanation or supporting materials related to the issue.

After receiving your request, NativeVid will review the order status, benefit usage, payment provider records, account risk status, and platform rules. The result may include approval, denial, a request for more information, benefit reissue, or another reasonable resolution.

8. Refund Processing Time

If a refund is approved, it will usually be returned to the original payment method within 5-10 business days after processing. The actual posting time may depend on the payment provider, card issuer, bank, or other financial institution involved in the transaction.

9. Entitlement Handling After a Refund

If a refund request is approved, NativeVid may handle the related benefits according to the order and entitlement status, including but not limited to recovering unused Points or quotas, freezing or adjusting subscription benefits, updating order and refund records, recording an adjustment to remaining Points in your NativeVid account, restricting certain benefits, or offsetting related service usage in special cases.

A refund may affect not only the payment amount, but also your Points, subscription status, entitlement validity period, and access to paid services.

10. Disputes, Chargebacks, and Risk Controls

If you initiate a payment dispute, chargeback, or similar process through a bank, card issuer, payment service provider, or another third party, NativeVid may take actions needed to handle the dispute, including freezing related benefits, restricting some paid features, recovering or restoring Points or benefits based on the dispute result, recording related service usage, or offsetting it against future settled payments where appropriate.

NativeVid will process disputes based on payment provider results, platform records, and applicable rules. Abnormal transactions, suspected fraud, abusive refunds, or misuse may result in account restrictions or service termination.

11. Third-Party Payment Services

Payments, subscription renewals, refunds, and some transaction reviews may be processed by third-party payment service providers, including LianLian Global where applicable.

NativeVid does not store complete card numbers, security codes, or similar sensitive payment credentials. Payment service providers may process payment information, refund information, and dispute materials under their own terms and privacy policies.

12. Relationship to Other Policies

This Return and Refund Policy forms part of NativeVid's Terms of Service, Privacy Policy, Shipping and Delivery Policy, and checkout disclosures.

When processing refunds, disputes, chargebacks, risk reviews, and customer support requests, NativeVid may process information related to your account, orders, payments, benefits, devices, logs, risk signals, and support communications. Please refer to NativeVid's published Privacy Policy for how such information is collected, used, retained, and shared.

13. Policy Updates

NativeVid may update this policy from time to time due to business changes, payment provider rule changes, legal requirements, or risk-control needs. The updated policy will take effect after it is published, unless otherwise stated.

14. Contact Us