These rules set out the refund scenarios, refund time limits, after-sales liability, and dispute handling for the various services of AmberVouch. These rules form part of the User Agreement and, together with the Trade and Platform Service Rules, constitute the complete agreement between you and this platform regarding paid services.
Version v1.0 · Effective date 2026-10-03 · Last amended 2026-10-03
[Reading note] The core logic of these rules is: the refund and compensation rules differ between tool-type services and customized services. Tool-type (online tools, evidence anchoring) generally cannot be "returned" after delivery, but the platform warrants the service remains usable; customized (enterprise SaaS, manual services) bear liability by delivery progress. Please pay particular attention to the distinction between Chapters II and III.
I. Classification of Service Types
The services provided by this platform are divided into three categories, with different refund and after-sales rules:
Type
Typical content
Delivery method
Basic refund rule
Free tool-type
Format conversion, image processing, PDF tools, and other purely browser-based tools
Used instantly, no deliverable
Refund not applicable; no charge in the first place
Tool-type (paid)
Evidence anchoring and blockchain anchoring, single hash evidence forensics
Completed online instantly, producing an evidence voucher
See Chapter II; refundable before completion, not after but warranted usable
Customized services
Enterprise SaaS subscription, active monitoring, digital notarization, enforcement work orders, and other manually-involved services
Delivered by period or by work order
See Chapter III; refund by unperformed proportion; customization not subject to no-reason return
II. Refund Rules for Tool-type Services
2.1 Scenarios eligible for full refund
In the following scenarios, this platform will refund the full amount paid, without deducting any fee:
Service not actually performed: You have paid but, due to platform reasons, the service was not triggered, produced no result, and you raise it within 24 hours after the result should have been produced.
Platform technical failure causing unusability: Verified that, due to server-side platform reasons, the service was unavailable for a continuous 24 hours.
Platform failed to perform as agreed: The platform did not provide the service content promised under the User Agreement or these rules.
Duplicate charge: The same order number was charged more than once.
Other scenarios prescribed by laws and regulations: Pursuant to the Consumer Rights Protection Law and its implementing regulations, where the service provided by a business does not meet quality requirements, the consumer has the right to demand a refund.
2.2 Scenarios not eligible for full refund after delivery is completed
Once evidence anchoring is completed, it is anchored to the blockchain, producing an irreversible external effect (the voucher is on-chain and a timestamp certificate has been obtained), and cannot be reversed along the original path. Therefore:
Where the evidence voucher has been generated and its content is correct, a refund requested merely because "the service is no longer needed" will not be granted.
For completed evidence-anchoring services, the platform warrants that the voucher is queryable, verifiable, and permanently retained; if the voucher cannot be verified due to platform reasons, it is deemed non-performance and handled under item 2 of Section 2.1.
Important: This platform does not provide a "deletion" service for completed evidence vouchers. Pursuant to the relevant requirements of the Software Protection Regulations and the Electronic Signature Law, evidence vouchers must be retained long-term for proof; if you wish to cancel your account, please see the Account Cancellation Agreement separately — the voucher itself continues to be retained as required by law.
2.3 Refund processing time limit
Within 3 business days after the platform receives and verifies your refund application, the refund is returned along the original path.
The refund path is the same as the payment path; where you use a third-party payment channel, the arrival time is subject to that channel, usually 1–7 business days.
For refunds due to platform reasons, no fee is charged for the refund.
For refund applications due to the user's own reasons (e.g., mistaken purchase), the refund amount is calculated after deducting the channel costs actually incurred, subject to the refund page display.
III. Refund and After-sales Rules for Customized Services
3.1 Customized services are not subject to seven-day no-reason return
Pursuant to Article 25 of the Consumer Rights Protection Law, the following scenarios are not subject to no-reason return:
Digitized goods such as audio-visual products and computer software downloaded online or unsealed by the consumer;
Services customized at the consumer's request.
This platform's enterprise SaaS subscription, active monitoring, digital notarization, and enforcement work orders fall under the above customized category, and are therefore not subject to seven-day no-reason return. But this platform undertakes: where the service is not performed as agreed or has quality problems, it is still handled under this chapter.
3.2 Refund by unperformed proportion
When the following scenarios occur for customized services, a refund is made by the proportion of performed to unperformed, rather than uniformly no refund:
Scenario
Refund proportion
Platform provided no service at all
Full refund
Service interruption exceeding 7 calendar days and the platform cannot fix within a reasonable period
Refund in proportion to interrupted days out of total service days
Service quality seriously fails to meet the agreement and the platform refuses reasonable remediation
Negotiated refund; if no agreement, bear in proportion to loss
User unilaterally terminates early (platform fault-free, part of service already delivered normally)
Refund the unperformed part after deducting the performed portion
Platform changes or terminates service (e.g., decommissions a function) with 30 days' prior notice
Refund in proportion to the remaining unperformed period; no liability for breach
3.3 After-sales response time limit
Within 1 business day after you report a service issue, the platform confirms with a response.
For technical failures, a handling plan or remediation schedule is given within 3 business days.
For manual services (e.g., digital notarization, enforcement work orders), completion is within the time limit agreed in the order; if not agreed, within a reasonable industry time limit.
Where the platform fails to handle beyond the time limit, you have the right to demand a refund under Section 3.2.
IV. Defective Performance and Liability for Breach
What is defective performance: The service provided by the platform fails to meet the User Agreement, these rules, or the order's agreed content, or has an obvious technical defect that makes the service purpose unachievable.
Order of remedies: Negotiate remediation first → platform remediates within a time limit → refund or compensation. If negotiation fails, submit to platform dispute handling (see Chapter VI of the Trade and Platform Service Rules) or file a lawsuit in accordance with the law.
Scope of compensation: Where the platform's defect causes you loss, the platform bears compensation liability in accordance with the law, limited to your direct actual loss.
No indirect loss: Indirect losses such as production and operation losses and reputational losses caused by service interruption, except where laws mandatorily provide otherwise.
Statutory non-excludable liability: Any statement of "no liability" or "not responsible" in these rules and the Disclaimer does not exclude or limit the following liabilities that may not be excluded by law — personal injury, property loss of others caused by intent or gross negligence, other liabilities prescribed by laws and regulations, and the rights consumers enjoy by law to complain and report, request mediation, apply for arbitration, and file lawsuits.
V. Platform Intervention
Refunds in tripartite transactions: For authorized transactions concluded through this platform, the refund is determined by negotiation between the buyer and seller; the platform provides transaction records, proof assistance, and mediation, but does not make the refund decision on behalf of either party.
Refund of platform service fee: If the transaction cannot be completed due to platform fault, the platform refunds the service fee collected; if due to a party's breach, the collected service fee is not refunded, but the platform may assist in recovery in accordance with the law.
Complaint channel: service@ambervouch.com, and we will respond within 15 business days.
VI. Dispute Resolution
The formation, validity, interpretation, and dispute resolution of these rules are governed by the laws of mainland China (excluding the laws of Hong Kong, Macau, and Taiwan).
For disputes arising from these rules, the parties shall first negotiate in good faith; if negotiation fails, submit to platform dispute handling, or file a lawsuit with the competent people's court.
Jurisdiction: File a lawsuit with the competent people's court in accordance with the law.
During the dispute, except for the disputed matter, the parties shall continue to perform the other provisions of these rules.
VII. Supplementary Provisions
These rules, together with the User Agreement, Trade and Platform Service Rules, and Disclaimer, constitute the complete agreement; where provisions conflict, the special provisions of these rules on refunds and after-sales prevail.
These rules take effect on the date of publication. When the platform amends these rules, it will publish 7 days in advance; the amendment does not affect the rights and obligations you had already generated before the amendment.