Refund Policy

Last updated: January 1, 2026

This Refund Policy applies to all purchases made through JQ Divine ("we", "us", "our"), including balance top-ups, VIP subscriptions, and other paid features. Payments are processed by third-party payment providers such as Creem.

1. General Principle

Due to the immediate access nature of digital products and services, all sales are generally final once the service has been delivered. However, we may approve refunds in the specific cases listed below.

2. Cases Eligible for Refund

We may approve a refund request in the following cases:

• Duplicate charges: you were charged more than once for the same transaction due to a system error;
• Non-delivery: you paid for a service but it was not delivered due to a technical failure on our side, and it cannot be delivered after reasonable attempts;
• Service misrepresentation: the service you received is materially different from its description on our website or in-app pages;
• Unauthorized charge: your payment method was used without your authorization (subject to verification);
• Legal requirement: a refund is required by applicable consumer protection law in your jurisdiction.

3. Cases Not Eligible for Refund

Refunds are generally not available in the following cases:

• You changed your mind after purchasing a digital product or service;
• You are dissatisfied with the interpretation, style, or content of a chart or AI-generated report, provided the service was delivered as described;
• You failed to use your balance, VIP subscription, points, or cards within their validity period;
• Your account was suspended or terminated due to a violation of our Acceptable Use Policy or Terms of Service;
• You made an error when entering birth data or other input parameters;
• You initiated a chargeback before contacting us to resolve the issue.

4. VIP Subscriptions

VIP subscriptions are available in monthly, quarterly, and yearly plans. Subscriptions do not renew automatically. You may stop using the service at any time. Cancellation of an active subscription does not automatically refund fees already paid, unless required by law.

If you believe your VIP subscription was charged in error, contact us within 7 days of the charge.

5. Balance Top-ups

Balance added to your account is intended to be used for charting, AI reports, and other paid features. Balance itself is not refundable except in the cases listed in Section 2 or where required by law.

6. How to Request a Refund

To request a refund, contact us at [email protected] within 7 days of the charge. Please include:

• Your account email address;
• The transaction ID or order number;
• The date and amount of the charge;
• A brief explanation of the reason for your request;
• Any supporting evidence (screenshots, error messages, etc.).

We will review your request in good faith and respond within a reasonable time.

7. Chargebacks

If you initiate a chargeback without first contacting us, we may suspend or terminate your account while the dispute is being investigated. We encourage you to contact us first so that we can resolve the issue directly and quickly.

8. Payment Processor Rules

Refunds are also subject to the rules and policies of the applicable payment processor, including Creem. Where required by law, you may have additional refund rights that this policy does not limit.

9. Processing Time

Approved refunds will be processed within a reasonable time. The time it takes for the refund to appear in your account depends on your payment provider and may take several business days.

10. Contact Us

For refund questions or requests, contact us at: [email protected]