The Rola IP refund rules are governed by the order page at the time of purchase, the service descriptions, the applicable campaign rules, and this policy.
Situations eligible for a refund or review
Under normal circumstances, you may apply for a refund or a review in the following situations:
- Duplicate charges caused by a system error;
- Incorrect charges caused by a payment exception;
- Services you have purchased that cannot be activated or used normally for an extended period due to reasons attributable to us;
- Other situations in which a refund is required by applicable laws and regulations;
- Situations in which we have expressly promised a refund on a specific service page.
Situations that are non-refundable
Under normal circumstances, refunds are not supported in the following situations, unless otherwise required by laws and regulations or expressly promised on a specific page:
- Services you have already used, consumed, or partially consumed;
- Services that fail to meet your expectations due to your own device, network, proxy configuration, third-party platform account, or changes in third-party platform rules;
- Accounts that are restricted, suspended, or terminated because you violated this policy or used the service illegally or in breach of regulations;
- Non-cash benefits such as promotional gifts, coupons, discount rights, and invitation-code rights;
- Special services expressly marked as non-refundable on the order page;
- Other situations in which the service can no longer be used for reasons not attributable to us.
How to request a refund
If you believe that a refundable situation applies, you should submit an application through our customer service channel promptly after discovering the issue, providing the order number, payment voucher, account information, a description of the problem, and any necessary supporting materials. We will review your request after receiving the valid materials and process it based on the review result.
If the review confirms that the service was unavailable, or that duplicate or abnormal charges occurred, due to reasons attributable to us, we will process the refund via the original payment channel or another reasonable method confirmed by both parties.
Other terms
- The headings in this policy are provided for reading convenience only and do not affect the interpretation of the terms themselves.
- Our failure to exercise, or delay in exercising, any right under this policy shall not be deemed a waiver of that right.
- The Chinese version of this policy is the primary version. In the event of any inconsistency between the Chinese version and a version in another language, the Chinese version shall prevail, unless we expressly state otherwise.
Contact us
If you have any questions, complaints, or suggestions regarding this policy, you can contact us in the following ways:
- Email: support@rola-ip.co
- Customer service: Contact support