Refund Policy

Thank you for using moodeng (https://moodeng.win). Our refund rules are as follows.

0. Service, credits and pricing overview

• moodeng is a digital service based on prepaid credits. Members top up credits first, then use those credits to order analysis services on the site.
• What credits can be used for: paying for analysis service orders on the site only. Credits are not cash and cannot be transferred to another person. Refunds of unused credits follow Section 1 below.
• Credit unit price: 1 credit = USD 0.30 (converted to your currency at the exchange rate applied at payment time — approximately 10 THB).
• Top-up amount per transaction: you can top up 2 to 2,000 credits at a time, and the amount charged is always within 10 THB to 20,000 THB (or the equivalent in another currency).
• Credit validity: 90 days from the date credits are issued. Expired credits lapse and are not refundable.
• The amount shown on the payment screen is the final amount charged.

1. Refund of prepaid credits

• Members may request a refund of unused credits at any time within the validity period (90 days from issuance).
• Requests received within 7 days of payment are refunded to the original payment method as a rule. After 7 days, a refund to the original payment method may no longer be possible under payment processor policies; in that case we transfer the amount to a bank account you designate.
• Refund requests are accepted through customer support ([email protected]) or the contact form. Please include the payment date, payment method and reason for the refund.
• Complimentary bonus credits granted through events or promotions, and credits that have already expired, are excluded from refunds.

2. Refunds related to analysis reports (balance credits)

Refunds to the original payment method vs. credits to your prepaid balance follow the rules below. Refunds back to the original payment method may require a separate process under Section 1 and your payment processor's policies.

2.1 Not started / not generated

• If report generation has not started within a reasonable period after the analysis request (e.g., 72 hours, consistent with our Terms of Service), or our records (including data-source records) show no report was generated at all, we will, in principle, restore 100% of the amount for that request to your prepaid balance.
• We may verify facts using the request ID, target (product/shop URL, keyword), and processing status before restoring credit.

2.2 Partial generation

• If a report was only partially generated/completed based on our internal records or data-source status, we will credit your prepaid balance proportionally for the portion not generated, based on the unit price for that request.
• Where a service lists warranty terms, those terms may take precedence.

2.3 Evidence

• Please include request ID, target (product/shop URL or keyword), and a short description when requesting a credit. Screenshots or supporting evidence may be requested; providing materials within the stated timeframe helps us resolve cases.

2.4 Member fault / inability to verify

• Where there is clear member fault (wrong target URL/keyword, target page private or removed, violation of service instructions) or the target data cannot be verified because the marketplace changed or removed it, full or partial credits may be limited or denied.
• The system may still auto-credit in some cases under internal rules; however, credits are difficult or impossible once a report has already been generated.

2.5 After Completed

• Once a request is marked Completed and the report has been delivered, we do not issue balance credits or refunds for the amount of that request. (This does not affect refunds of unused credits under Section 1.)

3. Refund method, processing time and fees

• Refund approval is processed within 3–7 business days from the date of request.
• Refunds are returned to the original payment method as a rule. For card payments, your card issuer may need a further 5–15 business days after our approval.
• Refunds are processed in the same currency used for the payment; differences arising from exchange rate movements are not adjusted.
• There is no minimum refund amount. However, where the payment method (card networks, banks, etc.) charges transfer or processing fees, those fees may be deducted from the refund amount, and we will tell you the amount when your request is received.

4. Statutory right of withdrawal

• Consumers in Thailand may request withdrawal within 7 days of payment where applicable law provides that right.
• EU/UK consumers have a 14-day right of withdrawal under applicable law. That right may be limited where you consented to immediate supply of the digital service and supply has begun.

5. If something goes wrong

• If there is any problem with a payment or a service, just email [email protected]. We normally reply within one business day.
• Your payment and order records stay in our system, so we check them ourselves — you do not need to prepare lengthy evidence.
• Once we confirm what happened, we process the refund or credit restoration right away, with no complicated procedure.
• Where a case is genuinely unclear, we resolve it in the member's favour as a matter of principle.

6. Contact

• Email: [email protected]
• Contact form: Customer center
• Phone: 098-919-2903 (Thailand)