退款与取消政策Refund & Cancellation Policy
本页为中英双语：英文版为准，中文为译文，仅供参考。 This page is bilingual. The English version prevails.
中文（译文，仅供参考）
最后更新：2026 年 11 月 2 日
本政策说明在 FateNex（https://fatenex.com，由 COMNEX LTD 运营，英格兰及威尔士公司编号 17540341）购买后如何取消、何时可退款。本政策不影响您作为消费者的法定权利。网页购买目前仅向英国和美国的用户开放。
1. 摘要
| 商品 | 取消 | 退款 |
|---|---|---|
| 会员（月付/年付，自动续费） | 随时可取消，当期结束时生效 | 首次购买 14 天内：未使用全额退；已使用按比例退（第 3 条）。年度续费见第 4 条 |
| 按期会员（30 天/365 天，不自动续费） | 无需取消，到期即结束 | 购买 14 天内：未使用全额退；已使用按比例退（第 3 条） |
| 次数包（问道 5 次提问，US$1.99） | — | 14 天内且一次未用，全额退款 |
| 重复扣款、技术故障、未授权扣款 | — | 全额退款（第 7 条） |
2. 如何取消会员
- 在线（推荐）：登录 → 账户 → 会员 → 管理订阅 → 取消。将打开由 Stripe 提供的安全账单门户，几步即可完成，无需联系我们。
- 邮件：用账户邮箱发信至 support@fatenex.com，主题写 "Cancel subscription"，我们会邮件确认。
- 取消后不再续费；已付费周期结束前仍可使用付费功能。注销账户也会同时取消有效会员。
- 通过 Apple App Store 或 Google Play 购买的会员须在相应商店取消。
3. 14 天取消权（会员）
如您是消费者，可在购买新会员（自动续费或按期会员）之日起 14 天内无理由取消。
- 由于您要求立即开通付费功能，若在 14 天内取消：
- 未使用任何付费功能：全额退款；
- 已使用付费功能：退还已付金额扣除您通知取消前已享用天数的相应比例部分。
- 行使方式：点击取消按钮并发邮件说明"依 14 天取消权取消会员"，或直接发邮件。也可使用本政策末尾的取消表格范本（非必须）。
4. 续费
- 月付会员每月、年付会员每年按您订阅时的价格自动续费，直至您取消。价格如有变动，我们会提前通知您，您可在生效前取消。按期会员不续费。
- 年度续费：年度续费扣款后 14 天内联系我们：续费后未使用付费功能的全额退款，否则按比例退款。
- 月度续费除第 7 条情形外不退款，但您可随时取消以避免下一次扣款。
5. 次数包
提问次数为应您请求立即交付到账户的数字内容。若次数包一次都未使用，可在购买后 14 天内申请全额退款；一旦使用任意一次即不予退款（第 7 条情形除外）。
6. 电子报告书（如有提供）
网站目前不销售电子报告书。如提供，每份报告在付款后按您的明确请求、依据您的出生资料立即生成。付款前您需确认要求立即交付，并知悉交付开始后将丧失取消权。因此报告开始生成后不予退款，但有缺陷的除外：
- 生成失败，或 24 小时内未交付到您的账户；
- 内容不完整、无法阅读或损坏；
- 与商品描述不符（如报告类型错误），或因我方错误使用了与您输入不同的资料生成。
报告有缺陷时，我们会先免费重新生成或修复；若无法在合理时间内完成，将全额（或视情况部分）退款。对解读内容的不认同不构成缺陷——解读为象征性内容，仅供娱乐与自我反思。
7. 一律退款的情形
以下情形全额退款：同一商品重复扣款；因我方技术错误未交付的购买；我方未及时处理取消而产生的扣款；非您授权的扣款（请同时联系发卡行）。
8. 如何申请退款
- 用账户邮箱发信至 support@fatenex.com，主题 "Refund request"。
- 写明：扣款日期与金额、收据或发票编号（见 Stripe 收据邮件）、商品、原因。
- 时限：第 3–5 条须在扣款后 14 天内；第 7 条及有缺陷报告（第 6 条）须在扣款后 30 天内。上述时限不减损您的法定权利。
- 我们 2 个工作日内回复。批准后 14 天内以美元原路退回；银行入账可能需 5–10 个工作日，银行的货币兑换不在我方控制范围内。
申请银行拒付（chargeback）前请先联系我们，直接沟通通常更快解决。
9. 取消表格范本（非必须）
致 COMNEX LTD, 128 City Road, London, EC1V 2NX, United Kingdom, support@fatenex.com：
本人特此通知取消以下服务/数字内容的合同：______
下单日期：______ · 姓名：______ · 账户邮箱：______ · 日期：______
English (prevailing)
Last updated: 2 November 2026
This policy explains how to cancel and when you can get a refund for purchases made on FateNex (https://fatenex.com), operated by COMNEX LTD (company no. 17540341, England & Wales). Nothing in this policy affects your statutory rights as a consumer. Web purchases are currently available only to customers in the United Kingdom and the United States.
1. Summary
| Product | Cancel | Refund |
|---|---|---|
| Membership (monthly / yearly, auto-renewing) | Any time; takes effect at the end of the current paid period | Within 14 days of your first purchase: full refund if unused, otherwise pro-rata (s.3). Yearly renewal: see s.4 |
| Fixed-term membership (30 / 365 days, no auto-renewal) | Not needed; it ends at the end of the term | Within 14 days of purchase: full refund if unused, otherwise pro-rata (s.3) |
| Question pack (Ask the Master (AI), 5 questions, US$1.99) | — | Full refund within 14 days if no question has been used |
| Duplicate charge, technical failure, unauthorised charge | — | Full refund (s.7) |
2. How to cancel a membership
- Online (recommended): sign in → Account → Membership → Manage subscription → Cancel. This opens our secure billing portal provided by Stripe. Cancelling takes a few clicks and does not require contacting us.
- By email: write to support@fatenex.com from your account email with "Cancel subscription" in the subject. We will confirm by email.
- Cancellation stops future renewals. You keep access to paid features until the end of the period you have already paid for. Deleting your account also cancels any active membership.
- Membership purchased through the Apple App Store or Google Play must be cancelled in that store.
3. Your 14-day cancellation right (memberships)
If you are a consumer, you may cancel a new membership (auto-renewing or fixed-term) within 14 days of the day you bought it, without giving a reason.
- Because you asked us to give you access to paid features immediately, if you cancel within those 14 days:
- if you have not used any paid feature, we refund the full amount;
- if you have used paid features, we refund the amount paid minus a proportionate amount for the days of access you had before you told us you were cancelling.
- To exercise this right, use the cancel button and email us "I cancel my membership under the 14-day right", or simply email us. You can also use the model cancellation form at the end of this policy (optional).
4. Renewals
- Monthly memberships renew every month and yearly memberships every year, at the price you subscribed at, until you cancel. We will notify you in advance of any price change and you can cancel before it applies. Fixed-term memberships do not renew.
- Yearly renewals: if your yearly membership renews and you contact us within 14 days of the renewal charge, we will refund it in full if you have not used paid features since the renewal, or pro-rata otherwise.
- Monthly renewals are not refunded except under s.7, but you can cancel any time to stop the next one.
5. Question packs
Question credits are digital content supplied to your account immediately at your request. If you have not used any of the questions in a pack, you may request a full refund within 14 days of purchase. Once a question from the pack has been used, the pack is not refundable (unless s.7 applies).
6. Digital reports (where available)
Digital reports are not currently sold on the website. Where a report is offered, each report is generated for your personal birth data immediately after payment, at your express request. Before paying, you are asked to confirm that you want the report supplied immediately and that you understand that you will lose your right to cancel once supply begins. Therefore reports are not refundable once generation has started, except where the report is faulty:
- it fails to generate or is not delivered to your account within 24 hours;
- it is incomplete, unreadable or corrupted;
- it does not match the product description (for example, the wrong report type), or was generated with data different from what you entered due to our error.
If a report is faulty, we will first regenerate or fix it free of charge; if we cannot do so within a reasonable time, we will refund you in full (or partly, where appropriate). Disagreement with the content of an interpretation is not a fault — interpretations are symbolic and for entertainment and self-reflection only.
7. Charges we always refund
We refund in full: duplicate charges for the same item; charges for a purchase that was not delivered because of a technical error on our side; charges made after a cancellation that we failed to process; and charges you did not authorise (please also contact your card issuer).
8. How to request a refund
- Email support@fatenex.com from your account email, with the subject "Refund request".
- Include: the date and amount of the charge, the receipt or invoice number (from your Stripe receipt email), the product, and the reason.
- Time limits: within 14 days of the charge for s.3–s.5; within 30 days of the charge for s.7 and for faulty reports (s.6). These limits do not reduce your statutory rights.
- We reply within 2 business days. Approved refunds are made to the original payment method within 14 days of approval, in US dollars. Your bank may take 5–10 business days to show it, and any currency conversion by your bank is outside our control.
Please contact us before raising a dispute (chargeback) with your bank; we can usually resolve problems faster directly.
9. Model cancellation form (optional)
To COMNEX LTD, 128 City Road, London, EC1V 2NX, United Kingdom, support@fatenex.com:
I hereby give notice that I cancel my contract for the following service/digital content: ______
Ordered on: ______ · Name: ______ · Account email: ______ · Date: ______