Refund Policy
Last Updated: July 13, 2026
This Refund Policy explains how refunds, Coin returns, subscription cancellations, payment reversals, and account-closure refunds are handled for GxReel. It forms part of and should be read together with the GxReel Terms of Service.
GxReel is operated by Hong Kong Hanyunxing Culture Technology Limited, with its registered address at RM 701, UNIT 108, 7/F, TWR B, NEW MANDARIN PLAZA, 14 SCIENCE MUSEUM RD, TSIM SHA TSUI, HK.
By purchasing Coins, using Coins to unlock an episode or an entire drama, purchasing or renewing a subscription, or requesting account closure, you acknowledge this Refund Policy. Nothing in this Refund Policy limits any mandatory consumer right that cannot lawfully be excluded.
1. Definitions
• “Paid Coins” means Coins acquired through a monetary purchase.
• “Promotional Coins” means Coins granted without separate payment, including Coins granted through advertisements, promotions, referral activities, promotional programs, customer-service adjustments, or as a bonus included with a Coin package.
• “Full-Drama Unlock” means a transaction in which Coins are used to unlock all paid episodes of a particular drama through an option expressly identified by GxReel as a full-drama unlocking option.
• “Materially Viewed” means that system records show either: (a) more than 10% of the paid episodes included in a Full-Drama Unlock have been started or completed; or (b) total playback time exceeds 10% of the total running time of the paid content included in that Full-Drama Unlock.
2. General Refund Principles
Coins and digital access are ordinarily delivered or made available immediately. Except where this Refund Policy, the Terms of Service, an applicable app-store rule, or mandatory law expressly provides otherwise, purchases and unlocking transactions are final and non-refundable once delivered, credited, accessed, consumed, or activated.
Paid Coins do not expire solely due to the passage of time. Promotional Coins may be subject to an expiration date or validity period where that expiration or validity period is clearly disclosed when the Promotional Coins are granted. If no expiration or validity period is disclosed, those Promotional Coins will not expire solely due to the passage of time.
GxReel may first correct the issue by delivering missing Coins, restoring access, correcting a duplicate charge, extending access, or returning Coins before issuing a monetary refund. A discretionary refund, credit, replacement, or accommodation in one case does not require the same result in another case.
3. Web Purchase Refund Requests
For purchases processed directly through the GxReel website, including eligible transactions processed through Stripe, PayPal, a payment card, or another web payment provider, submit the request to refund@gxreel.com.
Requests involving a duplicate charge, missing Coins, a verified technical error, or another transaction problem should be submitted within 30 days after the transaction or the date on which the issue was first reasonably discoverable. This time limit does not apply where mandatory law requires a longer period.
Please provide, where available:
1. Your GxReel account ID or registered email address.
2. The order number or transaction identifier.
3. The payment method and payment provider.
4. The transaction date, amount, and currency.
5. A clear description of the issue and the requested remedy.
6. Relevant receipts, screenshots, error messages, or other supporting evidence.
We may request additional information reasonably necessary to verify account ownership, the transaction, the technical issue, an unauthorized purchase claim, or potential fraud. Submission of a request does not guarantee approval.
4. Apple App Store and Google Play Purchases
4.1 Apple App Store
Purchases and subscriptions processed through Apple are subject to Apple’s billing and refund systems. You may be required to submit a refund request directly to Apple. GxReel may be unable to approve or issue a refund for a transaction controlled by Apple.
4.2 Google Play
Purchases and subscriptions processed through Google Play are subject to Google Play’s billing and refund systems. Depending on the transaction and applicable Google Play rules, you may be required to request a refund through Google Play or contact GxReel for support. GxReel cannot guarantee approval of a refund controlled by Google Play.
4.3 Other App Stores
A purchase processed through another app store or third-party billing platform is subject to that provider’s refund process, decision, and processing time, in addition to applicable law.
5. Situations That May Qualify for a Refund or Other Remedy
Subject to verification, applicable law, and the relevant payment channel, a transaction may qualify for a refund, Coin return, restoration, or another remedy where:
1. A verified payment-system or GxReel error caused a duplicate charge.
2. Paid Coins were successfully charged but were not delivered, and we are unable to deliver them within a reasonable period.
3. Coins were deducted because of a verified GxReel system error and access cannot reasonably be restored.
4. A purchase was unauthorized and is verified as such after reasonable review.
5. A Full-Drama Unlock is permanently removed and qualifies for a Coin return under Section 8.
6. An eligible user voluntarily closes an account and qualifies for a refund of unused Paid Coins under Section 10.
7. A minor made a purchase without required parental or guardian authorization, and the claim is reasonably verified under Section 11.
8. A refund or other remedy is required by mandatory applicable law.
6. Situations That Are Generally Non-Refundable
Unless mandatory law requires otherwise, refunds are generally not available where:
1. You changed your mind, made an accidental purchase, or selected the wrong Coin package.
2. Paid Coins were correctly delivered but remained unused, except in connection with an eligible voluntary account closure under Section 10.
3. Coins have already been used to unlock an episode or drama, except for an eligible permanently removed Full-Drama Unlock under Section 8.
4. You did not like a drama, storyline, actor, subtitle, translation, recommendation, advertising experience, or other creative or subjective aspect of the Services.
5. You forgot to cancel a subscription, did not use the subscription, or used only part of the subscription period.
6. The issue was caused by your device, operating system, browser, application version, internet connection, password or email management, payment method, third-party service, or other circumstance outside GxReel’s reasonable control.
7. You attempted to access GxReel from a restricted region or bypass regional, technical, payment, or content restrictions.
8. Your account was suspended or terminated because of a material violation, fraud, abuse, piracy, payment manipulation, promotional-program manipulation, or unauthorized chargeback.
9. The access was free, advertisement-based, promotional, temporary, obtained entirely with Promotional Coins, or otherwise not acquired through a monetary purchase.
10. The transaction must be handled through Apple, Google Play, or another app store and that provider denies or does not permit the requested refund.
7. Technical Errors and Service Interruptions
Temporary outages, maintenance, playback interruptions, subtitle issues, server interruptions, content checks, and other temporary technical problems do not normally qualify for a refund.
Where a verified GxReel issue prevents delivery or access, we may first attempt to:
• deliver missing Paid Coins;
• restore the relevant access;
• correct the account or transaction record;
• return Coins that were incorrectly deducted;
• extend an applicable access period; or
• provide another reasonable remedy.
A monetary refund may be considered where a paid web transaction cannot be delivered or restored within a reasonable period and no appropriate alternative remedy is available. App-store transactions remain subject to the applicable store’s refund process.
8. Permanent Removal of a Full-Drama Unlock
8.1 Reasons Content May Be Removed
GxReel may temporarily or permanently remove, restrict, suspend, or replace a drama because of expiration or termination of licensing rights, a request from a rights holder, a copyright or legal claim, regulatory or app-store requirements, regional restrictions, technical or security concerns, content-policy issues, or business and operational decisions.
8.2 Eligible Coin Return
If a drama unlocked through a Full-Drama Unlock is permanently removed and cannot reasonably be restored, GxReel will return the Coins actually deducted for that Full-Drama Unlock only where all of the following conditions are satisfied:
1. The user used Coins through an option expressly identified as a Full-Drama Unlock.
2. The removal was not caused by the user’s conduct, account status, or use from a restricted region.
3. The paid content has not been Materially Viewed.
4. The transaction is not otherwise excluded under this Refund Policy or the Terms of Service.
The remedy under this Section is a return of the Coins actually deducted, not a cash refund. Returned Coins do not expire solely because of the passage of time.
8.3 Material Viewing Determination
A Full-Drama Unlock is considered Materially Viewed if either more than 10% of the paid episodes have been started or completed, or total playback time exceeds 10% of the total running time of the paid content. We may use watch history, episode starts and completions, playback duration, playback progress, and other reliable system records to make this determination.
8.4 Access Methods Not Covered
Unless mandatory law requires otherwise, the Coin-return remedy in this Section does not apply to individual episode unlocks, subscription access, free content, advertisement-based access, promotional or temporary access, or access obtained entirely with Promotional Coins.
8.5 Temporary Removal
If content is temporarily unavailable, GxReel may attempt to restore access. A temporary removal does not normally qualify for a refund or Coin return. If the content later becomes permanently unavailable, the eligibility rules in this Section will apply.
9. Subscriptions and Cancellation
You may cancel an automatically renewing subscription through the payment channel through which it was purchased. Deleting the GxReel application, ceasing to use the Services, or closing a viewing session does not automatically cancel a subscription.
Unless mandatory law or the applicable app-store rules require otherwise:
1. Cancellation takes effect at the end of the current paid billing period.
2. Access continues until the end of that paid billing period.
3. No prorated refund is provided for a partially used billing period.
4. Forgetting to cancel, failing to use the subscription, or dissatisfaction with available content does not qualify for a refund.
5. A verified duplicate charge, billing error, unauthorized transaction, or other legally required circumstance may qualify for a refund.
GxReel does not currently offer a subscription free trial. If a free trial is introduced in the future, its terms will be displayed before enrollment and this Refund Policy may be updated accordingly.
10. Voluntary Account Closure and Unused Paid Coins
If you voluntarily request closure of your GxReel account, eligible unused Paid Coins may be refunded as follows:
1. Only the unused value attributable to Paid Coins is eligible. Promotional Coins have no refundable cash value.
2. Paid Coins already consumed are not refundable.
3. For eligible Paid Coins purchased directly through the GxReel website, an approved refund will generally be returned to the original payment method.
4. Paid Coins purchased through Apple, Google Play, or another app store are subject to that store’s refund process, technical capabilities, and decision.
5. If Promotional Coins were included as a bonus in a paid Coin package and were consumed before the associated Paid Coins, GxReel may calculate the refundable amount based on the remaining net economic value of the package rather than solely on the displayed Paid Coin balance.
6. Applicable taxes, payment-provider limitations, exchange-rate changes, and non-refundable third-party charges will be handled in accordance with applicable law and the relevant payment channel.
7. No refund will be provided where the account-closure request forms part of fraudulent, abusive, manipulative, or repeated purchase-and-refund conduct.
We may require reasonable account-ownership, identity, transaction, or fraud-prevention verification before closing the account and processing an eligible refund.
11. Purchases by Minors Without Authorization
Where a user below the legal age of majority claims that a purchase was made without required parental or guardian authorization, GxReel may review the account, transaction history, device and security information, prior usage, and supporting information provided by the parent or guardian.
If the claim is reasonably verified, GxReel may issue or facilitate a refund subject to the applicable payment channel and law. We may remove the related Coins, revoke content access, reverse rewards or promotional benefits, restrict future purchasing, or suspend the account to prevent further unauthorized transactions.
False, misleading, repeated, or abusive unauthorized-minor claims may be denied and may result in account restrictions.
12. Review and Processing Time
For a complete and eligible web refund request, GxReel will generally complete its review within seven business days after receiving the information reasonably required to evaluate the request.
If a web refund is approved, GxReel will generally initiate the refund to the original payment method. The funds will commonly appear within five to ten business days after approval, but the actual timing depends on the payment provider, card issuer, bank, currency, and payment network.
Complex fraud, unauthorized-purchase, technical, chargeback, legal, or multi-transaction reviews may take longer. We may notify you if additional information or time is reasonably required.
13. Refund Method
Approved monetary refunds will generally be returned to the original payment method. We do not normally provide refunds to a different account, payment method, or person.
A Coin return, including a return under Section 8, will be credited to the relevant GxReel account and is not a cash refund.
GxReel is not responsible for delays caused by an app store, payment processor, card issuer, bank, currency-conversion service, or payment network.
14. Chargebacks and Payment Disputes
You should contact refund@gxreel.com before initiating a chargeback or payment dispute so that we have a reasonable opportunity to investigate and resolve the issue. Nothing in this Section prevents you from exercising a non-waivable right relating to an unauthorized or unlawful transaction.
We may suspend or restrict an account and freeze related Coins while a chargeback, reversal, or payment dispute is investigated. Fraudulent, duplicate, abusive, or bad-faith chargebacks may result in reversal of Coins or access, account suspension or termination, recovery of amounts owed, restriction of payment methods, and other remedies permitted by law.
15. Refund Abuse
We may deny a refund request, limit purchasing, or restrict an account where we reasonably detect refund abuse, chargeback abuse, suspicious transaction patterns, account sharing, promotional abuse, repeated purchase-and-refund conduct, fraud, manipulated evidence, or violation of the Terms of Service.
16. Effect of a Refund or Coin Return
If a refund, reversal, or Coin return is approved or processed, GxReel may:
• remove the refunded or reversed Paid Coins;
• reverse related Promotional Coins, bonuses, rewards, or benefits;
• revoke or restrict access obtained through the refunded transaction;
• adjust the account balance or transaction history;
• cancel or modify a related subscription where appropriate; and
• take other reasonable action needed to prevent duplicate value or unjust enrichment.
If Coins or benefits associated with a refunded transaction have already been consumed, the account balance may become negative or access may be restricted until the issue is resolved, subject to applicable law.
17. Mandatory Consumer Rights
Nothing in this Refund Policy excludes or limits any mandatory refund, cancellation, withdrawal, conformity, repair, replacement, price-reduction, reimbursement, or consumer-protection right that cannot lawfully be excluded or limited. Where applicable law provides greater rights than this Refund Policy, that law will control.
18. Changes to This Refund Policy
We may update this Refund Policy to reflect changes in the Services, payment methods, subscriptions, app-store requirements, business practices, or applicable law. The updated policy will display a revised “Last Updated” date. Material changes may be notified through GxReel, by email, through an account or application notice, or by another reasonable method.
19. Contact Us
For eligible web-purchase refund requests, payment issues, and refund questions, contact:
Hong Kong Hanyunxing Culture Technology Limited
RM 701, UNIT 108, 7/F, TWR B, NEW MANDARIN PLAZA, 14 SCIENCE MUSEUM RD, TSIM SHA TSUI, HK
Email: refund@gxreel.com