Refund and Subscription Change Policy


Refund and Subscription Change Policy


Refund and Subscription Change Policy

DataconneX
Agentic AI Platform for Ad Operations

DataconneX
Agentic AI Platform for Ad Operations

Last Updated: May 11, 2026
Last Updated: May 11, 2026

DataconneX
Agentic AI Platform for Ad Operations

Last Updated: May 11, 2026
Checklist
1. Applicability

DataconneX is a digital Software-as-a-Service (SaaS) platform. This policy, established in accordance with the Consumer Protection Act of the Republic of China (Taiwan) and related regulations, governs the refund and plan change procedures for platform subscription services. As the Service is digital in nature and does not involve physical product delivery, there is no physical return or exchange. References to "returns and exchanges" herein refer to subscription service "refunds" and "plan changes.

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2. Cooling-Off Period Refund (7-Day Right of Withdrawal)

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Eligibility

- Members subscribing to a paid plan for the first time - Within 7 calendar days from the subscription confirmation date - Core platform features have not yet been used (e.g., no ad accounts connected, no AI Agent analysis initiated)

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Refund Process

1. Submit a refund request to [email protected] within the cooling-off period 2. Email subject line: "Refund Request — [Member Account/Company Name]" 3. The Company will verify eligibility within 5 business days of receiving the request 4. Upon confirmation of eligibility, a full refund will be issued within 14 business days 5. Refunds will be processed through the original payment method

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Cooling-Off Period Refund Exclusions

- Ad accounts have been connected and AI Agent features activated - Insights AI has been used to generate analysis reports - Optimizer AI recommendations have been accepted - Non-first-time subscriptions (renewals, downgrades after upgrades)

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3. Post-Cooling-Off Period Refunds

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General Refund Policy

Refunds are generally not available after the 7-day cooling-off period or once service features have been used. However, refunds may be requested under the following circumstances:

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3.1 Material Platform Defects

If a major technical issue prevents the Member from using core features for more than 72 consecutive hours, and the Company confirms the issue is not on the Member's end, the following remedies apply: - Compensation (Preferred): Extension of subscription days to compensate for the period of unavailability - Refund (By Negotiation): Pro-rata refund of the current period fee based on unused days

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3.2 Duplicate Charges

For duplicate charges caused by system errors, the Company will issue a full refund of the duplicated amount within 7 business days upon confirmation.

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3.3 Unauthorized Charges

The Company will send an email notification prior to auto-renewal charges. If a Member claims an unauthorized auto-renewal charge: 1. File a dispute within 15 days of the charge date 2. The Company will investigate and respond within 10 business days 3. Full refund will be issued if confirmed as a system error

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4. Plan Changes (Equivalent to Exchange)

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4.1 Plan Upgrade

- Members may upgrade to a higher-tier plan at any time - Upgrades take effect immediately, with pro-rated additional charges - Remaining value from the current plan is credited toward the upgrade

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4.2 Plan Downgrade

- Members may request a downgrade before the current period expires - Downgrades take effect at the start of the next subscription period - No refund of the fee difference for the current period

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4.3 Plan Change Process

1. Log in to the platform → Account Settings → Subscription Management 2. Select the desired plan 3. Review the fee adjustment details displayed by the system and confirm 4. A confirmation email will be sent to the Member's registered email

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5. Subscription Cancellation Process

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Steps

1. Log in to the DataconneX.ai platform 2. Navigate to "Account Settings" → "Subscription Management" 3. Click "Cancel Subscription" 4. Confirm cancellation reason (optional) 5. System sends a cancellation confirmation email

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Effect of Cancellation

- Service continues until the end of the current subscription period - Fees paid for the current period are non-refundable - Account data is retained for 90 days, after which it is permanently deleted - Subscription may be reactivated at any time during the retention period

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6. How to Request a Refund

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Steps

1. Channel: [email protected] 2. Email Subject: Refund Request — [Member Account/Company Name] 3. Required Information: Member account, subscription plan name, payment date, reason for refund 4. Processing Time: Eligibility verification - 5 business days; Refund issuance - 14 business days 5. Refund Method: Original payment method

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7. Dispute Resolution

If a Member disagrees with a refund decision, the following options are available: 1. Internal Appeal: Email [email protected] for management-level review 2. External Complaint: File a complaint with the relevant consumer protection authorities or consumer dispute mediation committee 3. Legal Action: Initiate legal proceedings at the Taipei District Court, Taiwan, in accordance with the laws of the Republic of China (Taiwan)

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8. Contact Information

- Customer Support Email: [email protected] - Customer Support Phone: +886-2-27098170 - Business Address: 3F, No. 170, Section 4, Xinyi Road, Da'an District, Taipei, Taiwan - Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (excluding national holidays)

DataconneX reserves the right to modify this policy. Any modifications will be announced on the website and communicated to Members via email.
Checklist
1. Applicability

DataconneX is a digital Software-as-a-Service (SaaS) platform. This policy, established in accordance with the Consumer Protection Act of the Republic of China (Taiwan) and related regulations, governs the refund and plan change procedures for platform subscription services. As the Service is digital in nature and does not involve physical product delivery, there is no physical return or exchange. References to "returns and exchanges" herein refer to subscription service "refunds" and "plan changes.

Checklist
2. Cooling-Off Period Refund (7-Day Right of Withdrawal)

Checklist
Eligibility

- Members subscribing to a paid plan for the first time - Within 7 calendar days from the subscription confirmation date - Core platform features have not yet been used (e.g., no ad accounts connected, no AI Agent analysis initiated)

Checklist
Refund Process

1. Submit a refund request to [email protected] within the cooling-off period 2. Email subject line: "Refund Request — [Member Account/Company Name]" 3. The Company will verify eligibility within 5 business days of receiving the request 4. Upon confirmation of eligibility, a full refund will be issued within 14 business days 5. Refunds will be processed through the original payment method

Checklist
Cooling-Off Period Refund Exclusions

- Ad accounts have been connected and AI Agent features activated - Insights AI has been used to generate analysis reports - Optimizer AI recommendations have been accepted - Non-first-time subscriptions (renewals, downgrades after upgrades)

Checklist
3. Post-Cooling-Off Period Refunds

Checklist
General Refund Policy

Refunds are generally not available after the 7-day cooling-off period or once service features have been used. However, refunds may be requested under the following circumstances:

Checklist
3.1 Material Platform Defects

If a major technical issue prevents the Member from using core features for more than 72 consecutive hours, and the Company confirms the issue is not on the Member's end, the following remedies apply: - Compensation (Preferred): Extension of subscription days to compensate for the period of unavailability - Refund (By Negotiation): Pro-rata refund of the current period fee based on unused days

Checklist
3.2 Duplicate Charges

For duplicate charges caused by system errors, the Company will issue a full refund of the duplicated amount within 7 business days upon confirmation.

Checklist
3.3 Unauthorized Charges

The Company will send an email notification prior to auto-renewal charges. If a Member claims an unauthorized auto-renewal charge: 1. File a dispute within 15 days of the charge date 2. The Company will investigate and respond within 10 business days 3. Full refund will be issued if confirmed as a system error

Checklist
4. Plan Changes (Equivalent to Exchange)

Checklist
4.1 Plan Upgrade

- Members may upgrade to a higher-tier plan at any time - Upgrades take effect immediately, with pro-rated additional charges - Remaining value from the current plan is credited toward the upgrade

Checklist
4.2 Plan Downgrade

- Members may request a downgrade before the current period expires - Downgrades take effect at the start of the next subscription period - No refund of the fee difference for the current period

Checklist
4.3 Plan Change Process

1. Log in to the platform → Account Settings → Subscription Management 2. Select the desired plan 3. Review the fee adjustment details displayed by the system and confirm 4. A confirmation email will be sent to the Member's registered email

Checklist
5. Subscription Cancellation Process

Checklist
Steps

1. Log in to the DataconneX.ai platform 2. Navigate to "Account Settings" → "Subscription Management" 3. Click "Cancel Subscription" 4. Confirm cancellation reason (optional) 5. System sends a cancellation confirmation email

Checklist
Effect of Cancellation

- Service continues until the end of the current subscription period - Fees paid for the current period are non-refundable - Account data is retained for 90 days, after which it is permanently deleted - Subscription may be reactivated at any time during the retention period

Checklist
6. How to Request a Refund

Checklist
Steps

1. Channel: [email protected] 2. Email Subject: Refund Request — [Member Account/Company Name] 3. Required Information: Member account, subscription plan name, payment date, reason for refund 4. Processing Time: Eligibility verification - 5 business days; Refund issuance - 14 business days 5. Refund Method: Original payment method

Checklist
7. Dispute Resolution

If a Member disagrees with a refund decision, the following options are available: 1. Internal Appeal: Email [email protected] for management-level review 2. External Complaint: File a complaint with the relevant consumer protection authorities or consumer dispute mediation committee 3. Legal Action: Initiate legal proceedings at the Taipei District Court, Taiwan, in accordance with the laws of the Republic of China (Taiwan)

Checklist
8. Contact Information

- Customer Support Email: [email protected] - Customer Support Phone: +886-2-27098170 - Business Address: 3F, No. 170, Section 4, Xinyi Road, Da'an District, Taipei, Taiwan - Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (excluding national holidays)

DataconneX reserves the right to modify this policy. Any modifications will be announced on the website and communicated to Members via email.