How do I request a refund?

Read the complete policy first

The Refund Policy defines eligibility, exclusions, the request process, processing time, and what happens to the entitlement after a refund. It is the authority for refund requests. This article only helps you prepare and does not expand or narrow those terms.

Current policy exceptions include non-delivery, a confirmed major functional defect that cannot be resolved within a reasonable time, an eligible unused mistaken purchase reported within seven days, and duplicate charges. Eligibility still depends on review of the order and actual use.

Prepare the request details

Have the following ready:

• order number;
• purchase email address;
• product name;
• payment time and amount;
• a concise reason for the request;
• for a functional defect, the exact error, reproduction steps, and any necessary screenshots.

Do not provide your account password or complete license key. Redact them if either appears in a screenshot.

Submit the formal request

Follow the process on the Refund Policy page and email meteor@stu.gpnu.edu.cn. Use “Refund Application + Order Number” as the subject and include the required details.

If you are unsure whether the issue meets the policy, you may first submit a question. The feedback form is for assistance and does not replace the formal email request required by the Refund Policy.