Refund & Cancellation Policy

1. Scope

This Refund & Cancellation Policy applies only to paid digital products or services, if any, offered by XGEN Labs Limited through channels expressly identified as operated by the Hong Kong company. It does not automatically apply to purchases from a separate mainland China entity.

2. Current Pre-launch Position

As of October 15, 2026, our upcoming overseas AI product has not launched commercially. We currently offer no paid plans, subscriptions, digital purchases or other customer payment transactions for that product.

Because no paid transactions are currently offered for this product, there are no current charges to refund, active subscriptions to cancel or recurring payments to stop.

3. Policy Before Future Paid Sales

Our future pricing strategy has not been finalized. Before we accept any payment for an overseas product, we will publish purchase-specific refund and cancellation terms clearly enough for customers to review before checkout.

• Eligibility for full or partial refunds, if any.
• How and where to submit a request.
• Any conditions linked to delivery or use of digital services.
• Estimated review and processing periods.
• Applicable subscription renewal and cancellation steps.
• Customer support and dispute-handling contact details.

4. Purchases Through Apple's App Store

If we later offer qualifying purchases through Apple’s In-App Purchase system, billing and eligible refund requests will generally follow Apple’s applicable procedures. Customers may use https://reportaproblem.apple.com/ to request a refund from Apple where eligible. The final outcome is subject to applicable platform terms and law.

5. Future Direct Website Payments

We do not currently accept direct online payments for the upcoming overseas product. If that changes, the checkout process will state the seller, amount payable, payment method, cancellation conditions and applicable refund policy before payment is confirmed.

6. Billing Errors and Unrecognized Charges

If you believe a transaction has been incorrectly attributed to XGEN Labs Limited, contact admin@xgenlabs.ai with the date, amount, transaction reference and a brief explanation. Do not email complete payment-card numbers or other unnecessary financial secrets. If the payment was handled by a third party, its support process may also apply.

7. Consumer Rights

Nothing in this Policy removes or limits statutory consumer remedies, refund rights or protections that cannot be excluded under applicable law.

8. Updates and Contact

We will update this Policy before launching any paid service and may make further changes as payment arrangements develop. The latest version will be published on the relevant product page. For payment questions, contact admin@xgenlabs.ai. Operator: XGEN Labs Limited (原初之境科技有限公司), Hong Kong SAR.

1. 适用范围

本政策仅适用于香港公司 XGEN Labs Limited 通过明确标注由其运营的渠道所提供的付费数字产品或服务（如有），不自动适用于另一家中国大陆独立法人提供的购买交易。

2. 当前预上线阶段

截至 2026 年 10 月 15 日，我们筹备中的海外 AI 产品尚未开展商业化运营，目前未提供付费套餐、订阅、数字商品购买或其他客户付款交易。

由于该产品目前不存在收费交易，因此现阶段没有需要退款的收费款项、需要取消的有效付费订阅或需要终止的周期性扣款。

3. 未来收费前的政策

目前尚未确定未来收费策略。在就海外产品接受任何付款之前，我们会公布具体购买项目适用的退款和取消条件，确保客户在结账前能够清楚查阅。

• 是否符合全额或部分退款条件。
• 申请退款的方式和渠道。
• 数字服务交付或使用所涉及的条件。
• 预计审核及处理期限。
• 适用的订阅续费和取消步骤。
• 客户支持与争议处理联系方式。

4. 通过苹果 App Store 购买

如未来通过 Apple 应用内购买系统提供相关商品或服务，账单及符合条件的退款通常依照苹果适用流程处理。符合条件的客户可访问 https://reportaproblem.apple.com/ 向苹果申请退款，处理结果受相应平台条款及法律规定约束。

5. 未来官网直接付款

目前我们尚未就筹备中的海外产品接受官网直接付款。如果未来开放，我们将在确认付款前于结账流程说明销售主体、应付金额、支付方式、取消条件及适用退款政策。

6. 扣费错误与不明交易

如您认为某笔交易被错误归属于 XGEN Labs Limited，请通过 admin@xgenlabs.ai 提供交易日期、金额、参考编号和简要说明。请勿通过邮件发送完整银行卡号等不必要的敏感财务信息。若交易由第三方处理，相关平台客服流程亦可能适用。

7. 法定消费者权利

本政策不排除或限制适用法律规定不得排除的法定消费者救济、退款权利或其他保障。

8. 政策更新与联系方式

我们会在推出任何付费服务前更新本政策，并可能随支付安排变化进一步修订。最新版本将在相应产品页面公布。付款问题请联系 admin@xgenlabs.ai。运营主体：XGEN Labs Limited（原初之境科技有限公司），香港特别行政区。