Refund & Return Policy退款與退貨政策

Last updated: June 10, 2026最後更新日期：2026年6月10日

1. Scope一、適用範圍

This Refund & Return Policy applies to paid subscriptions for EZbot AI website customer service (the "Service") purchased through our website at ez-demo.online. EZbot provides digital software-as-a-service (SaaS); there are no physical goods to return. "Return" in this policy refers to cancellation of service and refund of eligible subscription fees, as described below.本退款與退貨政策適用於透過 ez-demo.online 網站購買之 EZbot 官網 AI 智慧客服訂閱方案（以下稱「本服務」）。EZbot 提供數位軟體即服務（SaaS），並無實體商品退貨。本政策所稱「退貨」係指取消服務及符合條件之訂閱費用退款，詳如下述。

2. Products & Pricing二、商品與價格

We currently offer one subscription plan:目前提供單一訂閱方案：

• EZbot Standard (Quarterly): NT$2,850 per quarter (approximately USD $90 per quarter), billed once per 90-day period. Includes website AI customer service, knowledge base hosting (up to 1 GB), and monthly knowledge update quota.EZbot Standard（季繳）：每季 NT$2,850（約 USD $90／季），每 90 天計費一次。含官網 AI 智慧客服、知識庫代管（最高 1 GB）及每月知識庫更新額度。

All prices are displayed on the website before checkout. Payment is processed securely through NewebPay (藍新金流) in New Taiwan Dollars (TWD) only—USD amounts on our English site are live reference equivalents at the latest market exchange rate. EZbot does not add a currency conversion fee. Your card issuer or bank may apply its own FX or cross-border charges; we cannot guarantee those rates or fees.所有價格均於結帳前於網站明示。付款透過藍新金流安全處理，均以新台幣（TWD）結算。

3. Refund Eligibility三、退款資格

You may request a full refund in the following situations:以下情形可申請全額退款：

• 7-day cooling-off period (first subscription only): If you are a first-time subscriber and request a refund within 7 calendar days of payment, and your account has not yet been activated with a deployed chatbot or substantial knowledge-base setup, we will refund the full amount paid.7 日鑑賞期（限首次訂閱）：首次訂閱之用戶，若於付款後 7 個日曆日內提出退款申請，且帳戶尚未完成聊天機器人部署或大量知識庫建置，我們將全額退還已付費用。
• Duplicate or erroneous charge: If you were charged twice for the same order, or charged an incorrect amount due to a system or billing error on our side, we will refund the overcharged amount in full.重複或錯誤扣款：若同一筆訂單被重複扣款，或因我方系統或帳務錯誤導致金額有誤，我們將全額退還多收之款項。
• Service outage compensation (more than 5 days): If the Service is materially unavailable for more than 5 consecutive calendar days due to our fault (see Section 4 for exclusions such as third-party cloud outages and force majeure), you may choose one of the following remedies: (A) a refund equivalent to one month of subscription fees (NT$950, approximately USD $30), or (B) one additional month of service at no charge, added to the end of your current billing period. We will confirm your choice by email within 3 business days.服務中斷補償（超過 5 日）：若因可歸責於 EZbot 自身之原因，本服務連續超過 5 個日曆日無法正常使用（第三方雲端中斷、不可抗力等除外，詳第四條），您可擇一要求：(A) 退還相當於 一個月訂閱費用之退款（NT$950，約 USD $30），或 (B) 免費延長 一個月服務，加計於您當期方案到期日之後。我們將於 3 個工作天內以電子郵件確認您的選擇。

4. Force Majeure & Third-Party Dependencies四、不可抗力與第三方依賴

EZbot runs on third-party infrastructure and services. Industry standard for SaaS is to distinguish outages we cause from outages caused by suppliers we cannot control. This section explains that distinction.EZbot 依賴第三方基礎設施與服務營運。SaaS 業界慣例會區分「我方所致中斷」與「非我方可控制之供應商中斷」。本條說明該區分方式。

What counts as force majeure or third-party outage何謂不可抗力或第三方中斷

The following are not considered our fault and are excluded from the mandatory 5-day compensation in Section 3:以下情形不視為 EZbot 可歸責，不適用第三條之 5 日強制補償：

• Cloud & hosting providers: Failures or outages of Google Cloud Platform, Firebase, Firestore, Cloud Functions, or other hosting/CDN/DNS providers we use — including regional outages, API unavailability, or platform incidents published by the provider.雲端與代管供應商：我們所使用之 Google Cloud Platform、Firebase、Firestore、Cloud Functions 或其他代管／CDN／DNS 服務之中斷或故障，含區域性斷線、API 不可用，或供應商已公告之平台事故。
• AI & payment partners: Outages of large-language-model API providers, NewebPay (藍新金流), or other integrated payment or AI services outside our direct control.AI 與金流合作方：大型語言模型 API 供應商、藍新金流或其他整合式金流／AI 服務之故障，且非 EZbot 可直接控制者。
• Network & external events: Internet backbone failures, telecommunications outages, DDoS attacks on third-party networks (not caused by our negligence), natural disasters, war, epidemic, government orders, or other events beyond our reasonable control despite commercially reasonable efforts.網路與外部事件：網際網路骨幹故障、電信中斷、針對第三方網路之 DDoS 攻擊（非因我方疏失）、天災、戰爭、疫情、政府命令，或其他已盡商業上合理努力仍無法控制之事件。

We cannot predict, prevent, or independently restore service when a upstream provider such as Google is down. In those cases we monitor status pages, communicate with affected customers when practicable, and restore service as soon as the provider recovers.當 Google 等上游供應商故障時，我們無法預測、阻止或自行恢復服務。此時我們會監控官方狀態頁、在可行範圍內通知受影響用戶，並於供應商恢復後盡快恢復本服務。

Industry norm: what we owe you業界慣例：我們的責任

• No automatic cash refund for third-party or force-majeure outages — this is standard for SMB SaaS at our price tier. Google's SLA credits apply to us as their customer, not automatically to your subscription.第三方或不可抗力中斷，不負自動現金退款義務——此為我們此價格區間 SaaS 之普遍做法。Google 對 EZbot 的 SLA 補償，不當然轉嫁為對您的退款。
• Goodwill extension (at our discretion): For major third-party outages that materially affect your service for an extended period, we may — as a courtesy, not a legal obligation — extend your subscription by days equivalent to verified downtime, or offer a partial service credit. Each case is reviewed individually.酌情服務延長（非法定義務）：若第三方重大中斷長時間實質影響您的服務，我們得視個案酌情延長訂閱天數（與經確認之中斷時間相當），或提供部分服務折讓——此屬善意處理，非強制退款。
• Our fault still covered: Outages caused by our own code bugs, misconfiguration, deployment errors, or failure to maintain backups/failover we reasonably should have — those do count toward the 5-day rule in Section 3.我方過失仍適用補償：因我方程式錯誤、設定失當、部署疏失，或未合理維護備援而導致之中斷，仍適用第三條 5 日補償規定。

5. Non-Refundable Situations五、不予退款之情形

Refunds will generally not be granted in the following cases:以下情形原則上不予退款：

• More than 7 calendar days have passed since payment (for first-time subscribers).首次訂閱者已超過付款後 7 個日曆日。
• The chatbot has been deployed to your website, or your knowledge base has been substantially configured or ingested.聊天機器人已完成部署至您的網站，或知識庫已完成實質建置或匯入。
• Renewal payments for an ongoing subscription (you may cancel future renewals; the current paid period remains active until it expires).續約期間之付款（您可取消後續續約；已付費之當期服務仍可使用至期滿）。
• Dissatisfaction with AI response quality where the Service is functioning as described, unless covered by the 7-day cooling-off period above.服務功能正常但對 AI 回覆品質不滿意（除非符合上述 7 日鑑賞期條件）。
• Violation of our Terms of Service resulting in account suspension or termination.因違反服務條款而遭停權或終止帳戶。

6. Cancellation六、取消訂閱

You may cancel your subscription at any time by emailing ezmaster@ezbot.cloud. Cancellation stops future billing but does not automatically entitle you to a refund for the current billing period unless you qualify under Section 3 above.您可隨時來信 ezmaster@ezbot.cloud 取消訂閱。取消僅停止後續扣款；除非符合第三條退款資格，否則當期已付費用不予退還。

7. How to Request a Refund七、退款申請方式

To request a refund, please email ezmaster@ezbot.cloud with the subject line "Refund Request" and include:申請退款請來信 ezmaster@ezbot.cloud，主旨請註明「退款申請」，並提供：

• Your registered name and email address註冊姓名與電子郵件
• Order number or payment date訂單編號或付款日期
• Reason for the refund request退款原因

We will respond within 3 business days and process approved refunds within 14 business days. Refunds are returned to the original payment method via NewebPay. Actual credit timing depends on your card issuer or bank.我們將於 3 個工作天內回覆；核准後之退款將於 14 個工作天內處理，並透過藍新金流退回原付款方式。實際入帳時間依您的發卡銀行或金融機構而定。

8. How Credit Card Refunds Work八、信用卡退款如何執行

EZbot does not refund cash directly. Approved refunds for credit card payments are processed through NewebPay (藍新金流), the same gateway that collected your payment. Here is the typical flow:EZbot 不直接以現金退款。信用卡付款之核准退款，均透過收款時使用的 藍新金流（NewebPay） 處理。流程如下：

1. You email ezmaster@ezbot.cloud with your refund request and order details.您來信 ezmaster@ezbot.cloud 提出退款申請並提供訂單資訊。
2. We review and approve (or explain if not eligible). For service extensions instead of cash refund, we update your account expiry date — no card refund is needed.我們審核並核准（或說明不符合原因）。若您選擇延長服務而非退款，我們直接延長帳戶到期日，無需刷退信用卡。
3. For cash refunds, we log in to the NewebPay merchant dashboard → Sales Center (銷售中心) → Sales Records (銷售記錄查詢) → Credit Card Transactions (信用卡交易記錄查詢), find your order, and click Refund (退款).若為金流退款，我們登入藍新金流商店後台 → 銷售中心 → 銷售記錄查詢 → 信用卡交易記錄查詢，找到您的訂單後點選 退款。
4. NewebPay sends the refund back to your original credit card. One-time payments can be partially refunded (e.g. one month = NT$950). The transaction must be refunded within 89 days of payment; after that, online refund is not available and we must contact NewebPay support.藍新金流將款項刷退至您的 原信用卡。一次付清訂單可部分退款（例如一個月 NT$950）。交易須於付款後 89 日內完成線上刷退；逾時則無法於後台操作，需聯繫藍新客服處理。
5. Your bank usually posts the credit within 7–14 business days (timing varies by card issuer). NewebPay also refunds our processing fee to us when we refund you.銀行通常於 7–14 個工作天內入帳（依發卡行而異）。刷退時藍新亦會退還該筆交易之手續費予商店。

Note: If our NewebPay refundable balance is temporarily insufficient (e.g. funds not yet settled), we may need to wait for settlement or coordinate with NewebPay before the refund can go through. We will keep you informed.備註：若藍新金流可退款餘額暫時不足（例如款項尚未撥款入帳），我們可能需待撥款完成或與藍新協調後方能刷退，並會主動通知您進度。

9. Consumer Rights九、消費者權益

Nothing in this policy limits your statutory rights under the Consumer Protection Act of Taiwan or other applicable laws. If you believe your consumer rights have been violated, you may contact us first for resolution, or seek assistance from the relevant consumer protection authority.本政策不影響您依中華民國消費者保護法或其他適用法律所享有之法定權利。若您認為消費權益受損，可先與我們聯繫協商，或向主管機關申訴。

10. Contact Us十、聯絡我們

For refund inquiries or any questions about this policy:退款相關問題或政策疑義，請聯絡：

• Email: ezmaster@ezbot.cloud電子郵件：ezmaster@ezbot.cloud
• Phone: 0983-369397電話：0983-369397
• Address: 9 F., No. 40, Ln. 57, Jiancheng Rd., Xizhi Dist., New Taipei City 221037, Taiwan (R.O.C.)地址：221037 新北市汐止區建成路57巷40號9樓