Refund & Cancellation Policy | 退款与取消政策

1. Scope | 适用范围

This Policy applies to single-lesson bookings during the Trial MVP and, where stated below, to unused wallet balance refunds. It does not apply to subscriptions, lesson packages, gift cards, bonuses, or memberships unless separately launched.

本政策适用于内测 MVP 阶段的单节课程预约，并在下文说明范围内适用于未使用钱包余额退款。不适用于订阅、课程包、礼品卡、赠送金额或会员产品，除非另行推出。

2. General principles | 基本原则

Refunds are reviewed based on booking status, payment status, class time, attendance, evidence, technical logs, and platform rules. Approved refunds generally return to the original payment method where feasible. For unused wallet balance refunds, the Platform may deduct only actual third-party payment fees already incurred and not recoverable. Processing time varies by payment provider and bank.

退款根据预约状态、支付状态、课程时间、出勤、证据、技术日志和平台规则审核。批准退款通常尽可能原路退回。对于未使用钱包余额退款，平台可仅扣除已经实际产生且不可退回的第三方支付手续费。到账时间因支付机构和银行而异。

3. Student/parent cancellation | 学生/家长取消

4. Teacher cancellation/no-show | 教师取消/缺席

Teacher cancellation or teacher no-show generally qualifies the student/parent for a full refund or rescheduling option. Additional credit/coupon is discretionary unless expressly stated.

教师取消或教师缺席通常使学生/家长有资格获得全额退款或改期。额外积分/优惠券属平台酌情决定，除非明确承诺。

5. Student no-show | 学生缺席

Student no-show lessons are not refundable by default. A confirmed student no-show may remain payout-eligible for the teacher.

学生缺席课程默认不退款。确认学生缺席的预约可仍符合教师结算条件。

6. Technical issues | 技术问题

Platform-side technical failure may qualify for full refund or make-up lesson. Third-party tool failures are reviewed case-by-case. Student-side or teacher-side device/network/software/environment issues are generally the responsibility of that party.

平台方技术故障可能符合全额退款或补课条件。第三方工具故障按个案审核。学生方或教师方设备/网络/软件/环境问题通常由相应一方负责。

7. Quality and misconduct | 质量与不当行为

Quality, misconduct, safety, or mismatch claims should be reported within 24 hours after the lesson where possible, with evidence. Outcomes may include no refund, partial refund, full refund, warning, suspension, rescheduling, or other action.

质量、不当行为、安全或不符描述问题应尽可能在课后 24 小时内报告并提供证据。处理结果可包括不退款、部分退款、全额退款、警告、暂停、改期或其他措施。

8. Request process | 申请流程

Submit through account dashboard or support@speakingcn.com with booking ID, reason, and evidence. Initial review usually takes 3-5 business days. Approved refunds are submitted to payment processors; arrival may take 5-10 business days or longer.

通过账户后台或 support@speakingcn.com 提交预约编号、原因和证据。初步审核通常需 3-5 个工作日。批准退款提交支付机构后，到账可能需 5-10 个工作日或更久。

9. Deadline | 申请期限

Refund requests should generally be submitted within 30 days after the relevant lesson or payment. Late requests may be rejected unless required by law or accepted by the Platform.

退款申请通常应在相关课程或支付后 30 天内提交。逾期申请可能被拒绝，除非法律要求或平台接受。

10. Wallet balance refunds | 钱包余额退款

Unused wallet balance may be refundable to the original payment method, subject to identity verification, payment-provider rules, fraud/risk review, and reconciliation records. If a third-party payment fee was actually charged and cannot be recovered, the Platform may deduct only that actual non-recoverable fee from the wallet refund amount. Promotional credits, bonuses, or non-cash-value balances are not refundable unless expressly stated.

未使用的钱包余额可在身份验证、支付机构规则、风险审核和对账记录允许的前提下原路退款。如第三方支付手续费已实际产生且不可退回，平台可仅扣除该部分实际不可退手续费。促销赠送金额、奖励金额或无现金价值余额，除非另有明确说明，不可退款。

Contact: refunds@speakingcn.com