VineTalkVINETALK

Return and Refund Policy

Last Updated: 2025-05-21

1. Introduction

This Return and Refund Policy ("Policy") outlines the terms and conditions for refunds and returns for services and products offered by VINETALK INTERACTIVE PTE. LTD. ("Company", "we", "us", or "our") through VINETALK (the "Service").

This Policy is part of and should be read in conjunction with our Terms of Service and Privacy Policy.

2. Refund Policy for AI Services

2.1 Eligible Refund Situations

We offer refunds for our AI subscription services under the following specific circumstances:

  • New User Refunds: If you are a new user and request a refund within 3 days of your initial payment, you may receive a full refund.

  • Extended Service Unavailability: In cases of extended service unavailability (48+ consecutive hours due to technical issues on our end), you may request a prorated refund for the affected period.

  • Substantial Terms Changes: When substantial changes to service terms are made and not accepted by the user, you may request a prorated refund for the remaining subscription period.

2.2 Refund Limitations

Please note the following important limitations:

  • No refunds will be issued for partial subscription periods under normal circumstances
  • Refunds are not available for users who have violated our Terms of Service
  • Service interruptions caused by user-related issues (including but not limited to internet connectivity problems, device issues, or incorrect usage) are not eligible for refunds
  • All refund requests are subject to verification and approval by our team
  • Refunds are limited to payments made within the current subscription period

2.3 Subscription Cancellation

You may cancel your subscription at any time:

Cancellation Methods:

  1. Online Cancellation: Log into your account, navigate to "Account Settings," click "Manage Subscription," and select "Cancel Subscription"
  2. Email Cancellation: Send an email to [email protected] with "Cancel Subscription" in the subject line and include your account information

After Cancellation:

  • You will maintain access to the Service until the end of your current billing period
  • No further charges will be applied to your payment method
  • Your account will be downgraded or deactivated after the current billing period expires
  • No refunds will be issued for the remaining time in your current billing period

3. Return Policy for Hardware Products

3.1 Hardware Product Returns

For physical hardware products (such as voice boxes bundled with figurines, collectibles, or other physical merchandise):

  • Return Inquiries: Please contact the original retailer or distribution channel where you purchased the product for their specific return policy, as these physical items are not sold directly through our website.

  • Original Retailer Policies: Return eligibility, process, and conditions for hardware products are governed by the policies of the original point of purchase (such as authorized distributors, retail partners, or third-party marketplaces).

  • Hardware Support: For technical support regarding hardware products, you may contact us at [email protected], but all return and refund requests must be directed to the original retailer.

3.2 Defective Hardware Products

If you receive a defective hardware product:

  • Contact the original retailer immediately for exchange or refund
  • For technical troubleshooting, our support team is available at [email protected]
  • Keep all original packaging and documentation for the return process

4. Refund Request Process

4.1 How to Request a Refund

To request a refund for AI services, please contact us at [email protected] with the following information:

  • Your registered account email address
  • Original payment date and amount
  • Detailed reason for the refund request
  • Any supporting documentation (if applicable, such as screenshots of technical issues)

4.2 Processing Timeline

For AI Service Refunds:

  • We will acknowledge your request within 3 business days
  • Refund decisions will be communicated within 7 business days
  • Approved refunds will be processed within 14 business days
  • Refunds will be issued to the original payment method used for the subscription

For Hardware Product Returns:

  • Contact the original retailer for their specific processing timeline
  • Processing times vary by retailer and may range from 7-30 business days

5. Payment Method and Currency

5.1 Refund Method

  • Refunds will be issued using the same payment method used for the original purchase
  • If the original payment method is no longer available, alternative arrangements may be made on a case-by-case basis
  • Refunds will be processed in the same currency as the original transaction

5.2 Processing Fees

  • We do not charge processing fees for legitimate refund requests
  • However, your bank or payment provider may charge fees for refund processing, which are beyond our control

6. Dispute Resolution

6.1 Internal Dispute Process

If you disagree with a refund decision:

  1. You may request a review by emailing [email protected] with "Refund Review Request" in the subject line
  2. Include your original refund request details and reasons for the review
  3. We will review disputed decisions within 10 business days

6.2 External Dispute Resolution

If internal dispute resolution is unsuccessful, disputes may be resolved through:

  • Arbitration in Singapore in accordance with the Arbitration Rules of the Singapore International Arbitration Centre
  • As outlined in our Terms of Service

7. Policy Changes

We reserve the right to update this Return and Refund Policy at any time. Changes will be effective immediately upon posting on our website. We will notify users of material changes via email or prominent notice on our Service.

8. Governing Law

This Policy is governed by the laws of Singapore, without regard to its conflict of law provisions.

9. Contact Information

For questions about this Return and Refund Policy or to submit a refund request, please contact us:

  • Email: [email protected]
    Subject Line: For refunds use "Refund Request" or for general inquiries use "Return Policy Inquiry"
  • Address: 18 KAKI BUKIT ROAD 3, #05-17, ENTREPRENEUR BUSINESS CENTRE, SINGAPORE 415978
  • Phone:

Business Hours: We aim to respond to all inquiries within 3 business days.

10. Additional Information

10.1 Record Keeping

  • We recommend keeping records of all transactions and communications
  • Screenshots of technical issues may help expedite refund requests
  • Original receipts should be kept for hardware product returns

10.2 Fraud Prevention

  • All refund requests are subject to fraud prevention checks
  • Repeated refund requests may be subject to additional verification
  • We reserve the right to refuse refunds for suspected fraudulent activity
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