Thank you for choosing Hope AI LTD. We strive to ensure that our customers are completely satisfied with our products and services. This refund policy outlines the conditions under which refunds will be issued.
⚠️ Scope of Application
This refund policy applies only to the initial purchase and does NOT apply to subscription renewals (auto-renewal charges). All renewal charges are non-refundable.
1. Software Delivery
All software purchases from Hope AI LTD are delivered immediately upon completion of the purchase process. You will receive access to the software and all related materials right away.
2. Eligibility for Refunds
You are eligible for a refund if you meet ALL of the following conditions:
-
Payment Time Limit: Request made within 24 hours of your first purchase, subsequent subscription renewals do not apply to this policy
-
AI Q&A Usage Limit: Used no more than 5 AI question-answer sessions (excluding test questions)
-
AI Rewrite Usage Limit: Used no more than 50 words for AI rewriting features
-
Refund History Check: Maximum of one refund per customer account
If you encounter any issues with our software and meet all the above conditions, please contact our support team to initiate a refund request.
3. Non-Refundable Situations
Even if the above time and usage limits are met, the following situations are non-refundable:
-
Third-Party Compatibility Limitations: The service cannot function properly due to learning platforms (such as Canvas, Blackboard, Moodle, etc.) or specific instructors using non-standard editors, special encryption frameworks, or anti-plugin mechanisms.
-
Failure to Test: Users did not utilize free credits or test accounts to perform compatibility testing in their target exam environment before purchasing.
-
External Environment Limitations: After technical investigation, if the BlackTom service itself is operating normally, usage issues caused by the user's device configuration, outdated browser version, system permission settings, third-party platform updates, or other reasons not attributable to the BlackTom service itself do not qualify for a refund.
-
Network Environment Limitations: Some BlackTom desktop versions support built-in local large language models or offline mode and can run in network environments with no internet access. For versions that support this capability, users may not request a refund solely due to special personal network conditions, LAN restrictions, campus network restrictions, unstable public internet access, or inability to access the internet.
4. How to Request a Refund
If you experience any problems with our software, please contact us within 24 hours of your purchase through one of the following methods:
In your email or support ticket, include the following information:
- Your name and contact information
- Details of the issue you are experiencing
- Proof of purchase (e.g., receipt or order number)
Our support team will review your request and, if the issue is confirmed, process your refund promptly.
5. Contact Us
If you have any questions or need further assistance regarding our refund policy, please contact us at
support@black-tom.com
.
We are here to help and ensure your experience with Hope AI LTD is satisfactory.
Thank you for your understanding and cooperation.