Refund and Cancellation Policy

Effective Date: March 7, 2026•Jurisdiction: Malaysia

2. Review Process & Virtue Coin Credit Policy

Exclusively Credited in Virtue Coins: If a refund or transaction adjustment is approved following administrative review, the refunded amount will be credited 100% in Virtue Coins directly to your YuanYu account at the official platform conversion rate (100 Virtue Coins = RM 1.00 or equivalent fiat purchase value).

• Audit & Review Period: Refunds are not automatic. Every request undergoes a mandatory technical, anti-fraud, and compliance review by our billing team. The review process typically takes 1–3 business days.

• Non-Cash Nature: Virtue Coins issued via refund or compensation are ecosystem credits. In accordance with the Consumer Protection (Electronic Trade Transactions) Regulations 2012, Virtue Coins cannot be transferred to other users, cashed out, or redeemed for real-world fiat currency (such as Ringgit Malaysia or USD), but can be freely utilized across the platform for AI consultations, future reports, digital unlocks, or hardware products, except where statutory law strictly requires cash restitution.

1. Overview & Refund Settlement Method

Thank you for choosing YuanYu. Because our ecosystem provides diverse offerings—including consumable digital tokens, personalized AI-computed reports, SaaS recurring subscriptions, and physical hardware—different terms apply to each category. Please note that all refunds across our ecosystem are subject to administrative review and, once approved, are issued exclusively as platform store credits in the form of 'Virtue Coins' into your registered YuanYu account balance.

3. Virtual Currency & Customized Digital Reports

  • Virtue Coins & Consumables: Direct purchases of Virtue Coins and one-time AI divination quotas are consumable digital goods. Once recharged and credited to your account balance, the transaction is considered fully delivered, finalized, and strictly non-refundable.
  • Customized Reports (Destiny & Physical Blueprints): Generating a high-precision, 50–200 page personalized astrological or biometric dossier requires massive computational power and dedicated multi-model AI synthesis. Once the system begins "Processing" or "Compiling", the service is deemed delivered and cannot be canceled or refunded. Please note that custom compilation requires a 24 to 72-hour processing window. If a report fails permanently due to a verified server-side crash, upon review, a full refund of the purchase value will be credited to your account in Virtue Coins or a free priority retry will be granted.

4. Membership Subscriptions & Cancellations

We offer monthly and annual auto-renewing subscriptions ('Seeker', 'Practitioner', 'Master'). Different terms apply depending on your purchase channel:

  • Direct Web Billing (Stripe): You may cancel your subscription anytime via your in-app Account Settings or the Stripe Customer Portal. To prevent the next billing cycle charge, you must cancel at least 24 hours prior to the end of your current period. Subscriptions remain active until the end of the paid term. We do not offer prorated cash refunds for partial months; any verified discretionary compensation granted upon review will be issued solely in Virtue Coins.
  • Mobile In-App Purchases (Apple App Store / Google Play): All subscriptions and in-app transactions processed via Apple ID or Google Play Billing are subject exclusively to the respective store's refund policies. You must request cancellations and refunds directly through Apple or Google support. YuanYu has no technical ability or billing authority to reverse or process refunds for Apple/Google transactions.

5. Cryptocurrency Transactions (NOWPayments)

All cryptocurrency transactions (e.g., BTC, ETH, USDT) are governed by blockchain finality and are irreversible once confirmed on-chain. If an exceptional transaction discrepancy or failed report delivery occurs, following administrative review, compensation will be issued exclusively in platform Virtue Coins equivalent to the USD value of the order at the time of transaction approval. Network miner (gas) fees are non-refundable.

6. Destiny Box Hardware & Wearables

  • Pre-Shipment Cancellations: You may request to cancel your Destiny Box pre-order at any time prior to shipment dispatch. Upon administrative verification, the purchase amount will be credited to your account balance as Virtue Coins (or processed back to your original payment method upon explicit approved request).
  • Defect Replacement: If your device arrives physically defective or fails to power on due to non-accidental causes, please report it within 14 days of receipt for free replacement service.
  • Activated Personal Devices: Once a hardware unit has been unsealed, powered on, and synchronized with an individual's biometric or astrological birth profile, it is permanently classified as personalized goods and is strictly ineligible for change-of-mind returns.

7. Chargebacks and Account Suspension

We encourage users to reach out to our billing support desk to resolve any billing issues amicably. In the event of an unauthorized payment dispute, bank chargeback, or friendly fraud initiated without prior consultation, YuanYu reserves the right to immediately suspend the account, freeze all Virtue Coins and virtual assets, and submit full digital delivery logs to financial fraud prevention agencies.

8. Contact Billing & Support

To submit an inquiry or request an administrative review of a transaction, please contact our support team:

Email: support@yuanyucore.com

Please include your registered account email, Order/Transaction ID, and screenshots or details of the issue. Our team will review your case and respond within 1–3 business days.