Refund and Exception Policy
Effective date
This Refund Policy was updated on September 29, 2026 and applies to the XinAn website and Web service.
Digital content
Duplicate charges and paid digital services that cannot be delivered or remedied are eligible for a refund of the affected charge. You may request a refund review for unused access. For generated reports, created memorials or services already used, we consider actual use and applicable consumer rights; a full refund is not automatic and statutory rights remain unaffected. Refunds revoke unused access. Generated reports remain on record, but full reading access from the refunded purchase is revoked. Existing memorials remain readable, editable and exportable.
Renewal, capacity and cancellation
Monthly and yearly plans renew automatically at the checkout billing interval unless cancelled before the next charge. In My Account, open a purchase and select Manage billing / cancel subscription, or use the portal link in your Creem receipt. Cancellation and refund are separate actions. Access after cancellation follows the expiry shown in your account; refunds may revoke unused access earlier. Memorial creation capacity is a total for that purchase: renewals do not replenish or reset it. Reading, editing and exporting created memorials does not require an ongoing subscription. One-time plans do not renew and provide current-product access while the service operates, not a guarantee of perpetual operation. They exclude offline services, physical offerings and paid content in other modules.
Offline service
After offline service payment succeeds, the order enters paid and accepted by XinAn support. This does not mean on-site service is complete; support first confirms service items, date, temple rules, offerings, and receipt boundaries.
Cancellation and refunds
If an arrangement has not been confirmed and on-site costs have not been incurred, you may request cancellation or refund inside the order conversation. If scheduling, offering purchase, or on-site execution has begun, the refundable amount depends on actual costs and on-site rules.
Payment provider and receipts
The checkout and receipt identify your payment provider. For digital purchases through Creem, Creem is the Merchant of Record handling payment and receipts; XinAn provides the product and support. Test checkout does not create a live payment or indicate approval for live sales. Live collection for offline worship is currently unavailable. Refunds return to the original payment method; posting time depends on the payment provider and issuer.
Exception handling
If platform issues prevent fulfillment, create severe delays, cause payment problems, or leave receipts missing, XinAn may offer continued waiting, rescheduling, a substitute plan, or refund handling.
Completion confirmation
After receipt upload, users may confirm completion or raise an issue. The 15-day auto-confirmation period starts only after receipt upload and only if the user has not raised an issue.
Contact
For refunds, payments, and fulfillment issues, use in-order support first. If you cannot sign in, contact product@canwe.fun.