Refund and Cancellation Policy

1. Scope of Application and Service Nature

1.1 This Policy applies to all natural persons or legal entities that complete a paid purchase through the SWAY App, Merchant Portal, official website, or authorized third-party agent channels, including but not limited to the following products:

1.2 Legal Nature of the Service (Key Provision)

Upon the millisecond timestamp of payment gateway success confirmation, the Company's automated systems execute the following irreversible service delivery actions in sequence:

• Member tier flags are flipped in the database in real time, with new tier permissions effective within the same transaction phase;
• Paid feature permissions are released (including but not limited to advanced filters, cross-country location unlock, ad-free experience, real-time Google API fallback, unlimited random recommendations, unlocked content, merchant CRM, push quotas, ad placements, API keys);
• Third-party resource quotas (Google Maps API, push services, SMS, email, storage) are immediately allocated;
• Customer service priority, human moderation hours, and technical support quotas are allocated;
• Server resources, bandwidth, and computing costs for the contract period begin to accrue and be borne.

The above delivery is performed automatically and irreversibly by the Company's systems and is deemed fully delivered without any user action or actual login. This fully satisfies all elements of Article 2, Subparagraph 5 ("online services completed upon delivery") and Subparagraph 4 ("non-tangible digital content provided with prior consumer consent") of the Regulations Governing Reasonable Exceptions to the Right of Cancellation in Distance Sales.

1.3 Expanded Definition of "Deemed Use" (Critical)

Any of the following acts, regardless of when, for what purpose, or whether they trigger paid features, constitutes "actual use," "activation," or "consumption of service content" under this Policy:

• Opening the SWAY App or logging into the official website on any device after payment;
• The App obtaining any form of device location (including IP-based estimation after permission denial);
• The device registering a push notification token or receiving any push notification (including Apple/Google platform-level automatic pushes);
• Generating any database queries, API calls, page views, click events, or swipe events on the server side;
• Performing any random selection, search, favorite, share, or browsing action within the App (regardless of whether paid features are used);
• Browsing, posting, commenting, liking, or reporting in the community discussion area;
• Records of binding, consumption, point accumulation, or redemption with any merchant via the member QR code;
• Resources (servers, push quotas, customer service hours, ad placements) that the Company has allocated or reserved under the contract have begun to count down or be occupied.

Once a backend record of any of the above events is created, the user may not assert "did not use," "did not consume," "did not activate," or "did not know the service had started" as grounds for refund. However, the "deemed use" definition in this Section does not affect a Member's right to the "unconditional full refund within 7 days of first subscription" under this Policy (see §2.2.1).

1.4 Purchases via Apple App Store / Google Play

For all subscriptions, add-ons, and one-time in-app purchases (IAP) made through the App Store or Google Play, refunds must be requested from the respective platform under that platform's refund policy. The Company cannot issue refunds on behalf of these platforms but can assist by providing proof of transaction. See Section 7 for details.

1.5 Adjustment of Service Content, Features, Pricing, and Geographic Scope

The Company may, based on commercial operating needs, third-party service changes, regulatory changes, market conditions, technology upgrades, cost control, or other legitimate reasons, adjust, add, merge, reduce, or discontinue any service item, feature, quota, geographic scope, or mode of operation, within a reasonable and necessary scope. For the purpose of distinguishing their nature, such adjustments are divided into the following two categories, each governed by different rules:

• (i) Service-side adjustments not affecting consideration: With respect to free services, or adjustments to general feature optimizations, layout and interface, language support, non-core quotas, or quality specifications that do not affect the core entitlements already purchased by a paying user, the Company may implement such adjustments after publishing an announcement in the App or on the official website; such adjustments shall not give rise to any separate right to a refund.
• (ii) Materially adverse changes affecting consideration already paid: With respect to changes that constitute a material disadvantage to paying users, such as significantly reducing the core features a user has already paid for, increasing the rate currently in effect for the user's current period, or discontinuing a service the user has already paid for, the Company shall, prior to the effective date of the change, give individual notice by means reasonably expected to bring the change to the user's attention, such as the registered email or in-App push notification, and shall set forth the effective date and the options available to the user.

Any adjustment to pricing shall apply only to subscriptions newly entered into after the adjustment notice takes effect, or to the next renewal cycle, and shall not be applied retroactively to the current contract for which payment has been made but which has not yet expired. A paying user who does not agree to a materially adverse change under subparagraph (ii) of the preceding paragraph may, within fourteen (14) days of the effective date of the notice, terminate the contract for the current period, and the Company shall refund, on a pro-rata basis, the fees paid for the remaining period during which service has not yet been provided.

This Article shall not affect the rights enjoyed by Members under §2.2.1 (unconditional full refund within 7 days), §2.2.2 (no refund after day 7), and Article 19 of the Consumer Protection Act. With respect to Merchants and Advertisers (B2B), the principles that "a materially adverse change shall afford a right to terminate and to a refund for the unexpired portion" and that "pricing adjustments shall take effect prospectively only and shall not apply retroactively to the current period for which payment has been made" shall likewise apply under this Article.

2. Member (B2C) Refund Rules

2.1 Applicable Legal Authority

Members (B2C natural-person consumers) purchasing Plus subscription plans enjoy the 7-day no-fault cancellation right under Article 19 of the Consumer Protection Act. The Company provides the following two-tier refund window; Members need not provide proof or pre-consent to any exclusion clause — eligibility is automatic upon meeting the criteria.

2.2 Three-Tier Refund Window

2.2.1 Within 7 Days — Full Refund (Article 19 CPA)

• Members requesting a refund within 7 days (including the same day) of the first billing date shall receive a full refund.
• No deduction for payment processing fees, administrative fees, system handling costs, or used months (even if the Member has used App features).
• Refunds are returned to the original payment channel by default; if the original channel is unavailable (e.g., expired card), refunds shall be made by equivalent bank transfer to the Member's designated account.
• Processing time: refund instructions shall be issued within 3 business days of approval; actual posting time by the payment processor is separate (typically 7-14 business days).

2.2.2 After Day 7 — No Refund (All Plans)

• Refund requests submitted more than 7 days after the first billing date will not be accepted, regardless of whether the plan is monthly, half-year or annual, and no pro-rata refund by unused months is provided.
• Members may tap "Cancel renewal" in the APP or on the website at any time to stop the next automatic charge immediately; benefits already paid for are retained until the end of the current period.
• This reflects the minimum billing unit of subscription services and is standard industry practice (KKBOX, Spotify and similar monthly services operate the same way).
• Exception: the §2.2.1 full refund still applies within 7 days of the first subscription.

2.2.3 Monthly Plans (NT$120) — Current Period Non-Refundable, Cancel Next Anytime

• Member-initiated cancellation in the App or official website immediately stops the next billing cycle.
• Current charged amount preserves entitlements until end of current month; the current charge is non-refundable (regardless of usage). This is the minimum billing unit design and industry standard practice (KKBOX, Spotify monthly plans alike).
• Exception: First subscription within 7 days is subject to §2.2.1 full refund.

2.3 Window Exceeded — No Refund

Refund applications submitted more than 7 days after the first billing date shall not be accepted; the Member may cancel the next renewal at any time in the App or official website, with entitlements preserved until the end of the current period.

Refund requests submitted after the Company announces adjustments to plans, promotions, features, geographic scope, or pricing structure, with the substantive reason being "dissatisfaction with adjustments," may not be accepted.

2.4 Refund Method

Refunds are made via the original payment route in principle — credit card charges are refunded to the original card, and ECPay direct debits are refunded to the original deducting account. If the original channel cannot process the refund due to technical reasons (expired card, closed account), an equivalent transfer will be made to the Member's designated bank account instead; for any single residual balance under NT$100, the Company may process it as equivalent points or a credit voucher.

2.5 Physical Membership Card / Merchandise

• Physical cards or merchandise are deemed shipped and not refundable / exchangeable upon delivery to the logistics carrier. Shipping fees, card production cost, and packaging cost (totaling NT$500) are non-refundable.
• Exchange is limited to obvious defects of the goods themselves (transit damage, major printing errors, wrong item shipped). The Member must provide complete and unedited unboxing video, all-angle photos of the product, photos of the shipping box, and close-ups of the defect within 3 days of receipt; if overdue or documents are insufficient, the goods are deemed accepted without defect, and the Company shall not bear any warranty liability.
• Used member discounts, tasting event registrations, and brand collaboration gifts are not refundable, not refundable in cash, and not exchangeable.

2.6 Circumstances Where No Refund Is Available (Absolute Exclusion)

None of the provisions in this §2.6 affects a Member's right to an unconditional full refund within 7 days of first subscription under §2.2.1 (Article 19 of the Consumer Protection Act); the absolute exclusions in §2.6 apply only to refund applications made after the 7-day cooling-off period has expired.

After the 7-day cooling-off period has expired, under any of the following circumstances, the Company shall absolutely refuse to refund; if a refund has been issued, the Company has the right to recover it and may offset against the Member's other account balances, points, or coupons:

• The Member has violated any provision of the Terms of Service, Community Guidelines, Refund Policy, Privacy Policy, Merchant Service Agreement, or Copyright Notice Policy, resulting in account warning, suspension, or termination;
• The Member has obtained membership through fraud, card fraud, identity impersonation, chargeback, false identity, multi-account, robotic, automated, simulator, cross-border location forgery, VPN, Proxy, or any circumvention means;
• The Member has obtained, redeemed, or used any gift, points, coupons, merchant discounts, physical benefits, event participation rights, member-exclusive content, API quota, real-time Google fallback quota, cross-country location, or ad-free experience through Plus status;
• The Member has provided their personal QR code or member ID for binding with any merchant, or the merchant backend has recorded the Member's consumption / point / redemption / attendance records (deemed actual enjoyment of member value);
• The Member's refund request was filed after the Company announced adjustments to plans, promotions, features, geographic scope, or pricing structure, with the substantive reason being "dissatisfaction with plan changes";
• The Member's refund request is based on subjective expectations of future services, third-party information, comparison with competing products, social media rumors, misunderstanding of feature usage, misjudgment of usage scenarios, device incompatibility (OS version, model limitations, network conditions), or other matters unrelated to the Company;
• Application filed after the §2.2 refund window (7 days from charge date);
• The Member has sought a refund or compensation for the same transaction through any of Apple App Store, Google Play, credit card issuing bank, consumer ombudsman, or media complaint; duplicate refund requests to the Company are prohibited;
• The Member is a minor; refund applications by parents/guardians on behalf of minors must additionally comply with all requirements of §2.8;
• The Member purchased through a multi-user shared family account, group account, or corporate account; any one user's use is deemed use of the entire account;
• The Member owes the Company any fee, liquidated damages, or compensation at the time of application;
• Charges resulting from the Member's device malfunction, loss, forgotten password, change of email or phone number, inability to log in, or unauthorized use of payment method by family or third party — the Company bears no refund liability.

2.7 Cancellation of Auto-Renewal

• All Company subscription plans default to auto-renewal upon expiration; this design is the standard industry practice for subscription economics, and Members are deemed to be aware of and consent to this at purchase.
• Members may cancel auto-renewal at any time in the App under "Profile" (bottom tab) → "Membership" → "Cancel renewal"; current entitlements continue to expiration, and no further charge is made for the next period. Current period charges are subject to the §2.2 refund window (full refund within 7 days of the first charge; after 7 days no refund for any plan, including no pro-rata refund of unused months).
• Auto-renewal charges resulting from the Member's failure to actively cancel absolutely do not constitute grounds for refund. The Company may, in good faith, send reminders by email, in-app notification, or push at reasonable times before each charge; such reminders are NOT contractual obligations of the Company; failure to deliver, landing in spam, push not enabled, or email account changes do not affect the validity of the charge.
• Auto-renewal arrangements established by the Member through Apple App Store, Google Play, ECPay recurring billing, or other third-party payment platforms must be individually cancelled in each respective payment platform's interface; cancellation in the SWAY App only stops entitlement records on the SWAY side and does not guarantee cancellation of the third-party payment platform's billing instructions. The Member shall self-confirm cancellation status with the payment provider, and the Company has no monitoring obligation.

2.8 Special Refund Rules for Minors

If the purchaser is a minor under 18 years of age, and the parent or guardian applies for refund on their behalf, all of the following requirements must be simultaneously met, and the Company may at its sole discretion accept the application:

• Provide the minor's household registration, NHI card, or ID for age verification;
• Provide the parent/guardian's ID and proof of relationship;
• Declare in the written application that appropriate parenting has been exercised over the minor and undertake future device usage limits, parental controls, and payment authorization management;
• Return all gifts, points, coupons, and physical benefits redeemed, received, or enjoyed through the membership (if used and unable to be returned, deduct the equivalent amount);
• Parent/guardian to sign a written undertaking that the minor shall not, within 90 days, register or use any of the Company's paid services in any manner (including via other family members' devices, emails, or payment methods); violation shall be deemed malicious repeat application.

Where not all conditions are met, the Company may refuse the refund, and shall briefly state, by email, the provisions of this Policy relied upon and the principal grounds therefor. A Member who is dissatisfied may request a one-time internal review pursuant to §8.3; neither the Company's review nor the outcome of such review shall affect the Member's right to seek other remedies in accordance with the provisions of law (including filing a complaint with a consumer ombudsman, applying for mediation of a consumer dispute, instituting civil litigation, or participating in a consumer protection group action).

3. Merchant (B2B) Refund Rules

3.1 Trial Period (Currently Not Offered)

The Company currently does not offer any trial period for Merchant plans. Upon the Merchant's completion of payment and activation, service is deemed delivered per §3.2, and the Merchant may not request a refund on the grounds of "did not trial" or "did not actually use."

As a commercial customer, the Merchant signs this Agreement based on its own business judgment; Merchant refund requests shall be governed by the strict conditions of §3.2 and the exceptional circumstances in §3.3 of this Policy.

The Company retains absolute, unilateral discretion regarding the opening, closing, conditions, and applicable plans of any trial period. If the Company opens any trial-period offering in the future, it shall be announced by amendment to this Policy, with specific rules governed by the then-current announcement during the trial-period implementation. This provision does not constitute any obligation of the Company to provide a trial period at this stage.

3.2 Refund After Payment (Non-Refundable)

Once a Merchant plan is paid and activated, the Company allocates substantive services including server resources, ad placements, push quotas, customer service priority, human moderation hours, CRM storage, and marketing tool quotas. Paid plans are non-refundable after payment (regardless of the Merchant's actual usage, listing status, or staffing); the Merchant may only stop the next billing cycle.

• Monthly plans (Plus Merchant NT$299 / Chain Lite NT$699 / Chain Pro NT$2,499): The Merchant may disable auto-renewal in the merchant backend at any time to stop charges from the following month. Amounts already charged for the current period retain service entitlements until month-end and are non-refundable;
• Semi-annual / Annual plans (Plus Merchant 6-mo NT$1,499 / yr NT$2,699; Chain Lite 6-mo NT$3,499 / yr NT$6,299; Chain Pro 6-mo NT$12,999 / yr NT$22,999): Service entitlements are retained until the end of the term; the Merchant may disable auto-renewal before expiry. Amounts paid within the contract term are non-refundable, and pro-rata refunds are not accepted;
• Enterprise negotiated plans: Refund conditions follow the individually signed IO (Insertion Order) or project contract; absent individual agreement, the non-refundable principle of this article applies;
• Paid placements / push / Email Blast / advertising and other per-slot billing items: Once the Company confirms scheduling or activation, refunds shall absolutely not be granted, including where execution fails due to the Merchant's own reasons (material delays, budget errors, event cancellations, personnel changes);
• False, missing, or revoked trademark certification leading to rejection or suspension: Handled pursuant to §W.4(7) of the Merchant Service Agreement; forged or false trademark certification being a cause attributable to the Merchant, the amounts paid are non-refundable;
• Suspension for non-payment: Handled pursuant to §W.6 of the Merchant Service Agreement; amounts paid are non-refundable.

3.2A Chain Brand Plans (Chain Lite / Chain Pro / Enterprise)

Refund rules for chain brand plans (Chain Lite / Chain Pro / Enterprise) are the same as §3.2: non-refundable after payment and activation; the Merchant may only stop the next billing cycle, and no pro-rata refund is accepted within the contract term. Enterprise negotiated plans follow the individually signed IO (Insertion Order) or project contract; absent individual agreement, the non-refundable principle applies. Rejection or suspension due to false, missing, or revoked trademark certification is handled per §W.4(7) of the Merchant Service Agreement (amounts paid being non-refundable, this being a cause attributable to the Merchant); suspension for non-payment is handled per §W.6 (amounts paid non-refundable). The Traditional Chinese master version of this Policy shall prevail.

3.3 Exceptional Refund Circumstances (Limited; Sole Discretion of the Company)

Under the following circumstances, the Merchant may apply for limited refund, but must provide complete documentation; the Company shall, at its sole discretion, decide whether to refund and the amount; the Company has no obligation to grant:

• Material Breach by the Company: Where, due to clearly attributable causes of the Company, the contract's specified core features have been completely unavailable for 14 consecutive days or more (excluding scheduled maintenance, preventive maintenance, performance tuning, third-party service interruptions, force majeure events, the Merchant's own network or equipment problems, or the Merchant's failure to update the backend version), and the Merchant has issued a written notice via certified mail and 30 days have elapsed without remediation, refund of 50% of unused months may be granted (used months are non-refundable; fractional months are not counted);
• Merchant Cessation of Business: Where the Merchant has lawfully ceased business with regulatory approval (must provide approval certificate from Ministry of Economic Affairs commercial registration public information + tax ID deregistration certificate + tax filings for the most recent 3 months), or the principal has died (must provide death certificate + heir identity + heir acceptance / waiver documents), or has a major illness preventing continued operation (must provide diagnosis from a domestic public hospital + medical record copy), refund of 30% of remaining months may be granted. Not applicable where contract period is less than 3 months, semi-annual plan with less than 60 days remaining, or annual plan with less than 90 days remaining.;
• Regulatory Changes: Where changes in Republic of China (Taiwan) law (must be passed by the Legislative Yuan or formally announced by competent authorities; not drafts, advance notices, or interpretations) prevent the Company from continuing to provide the contract's specified core services, refund of 60% of unused months may be granted.

Where the Company agrees to exceptional refunds, deductions per §3.2 (substantive service costs and payment processing fees) shall still apply.

3.4 Upgrade / Downgrade

• Upgrade: The price difference is prorated for the current period and takes effect immediately. The original contract expiration date does not change or extend;
• Downgrade: Within the contract period, downgrade is absolutely not accepted; new plans may only be subscribed after the current contract expires; new plans require separate payment, and previous contract entitlements do not carry over or offset;
• Regardless of upgrade, downgrade, or plan change, any difference in payments made is absolutely non-refundable.

3.5 Liquidated Damages and Damages

Should a Merchant breach the Merchant Service Agreement, the Community Guidelines, or this Policy (including but not limited to: disseminating or purchasing fake reviews, maliciously manipulating reviews, manipulating ratings, using members' personal data for commercial purposes outside this platform, publishing unlawful or false content, selling or transferring an account, circumventing platform commissions, or infringing the intellectual property rights of others), the Company may:

• Terminate the cooperative relationship and suspend the account: With respect to a material breach, the Company may immediately terminate the contract and cease providing services; for the remaining period for which service has not yet been provided after termination takes effect, the Company shall not provide a refund; provided that the Company shall not additionally forfeit amounts attributable to the period during which service has actually been provided.
• Claim agreed liquidated damages (as a pre-estimate of the amount of damages): agreed liquidated damages capped at the Merchant's annual contract amount for the current period. Where the damage actually sustained by the Company is less than such amount, the Merchant may, pursuant to Article 252 of the Civil Code, request the court to reduce it to an appropriate amount.
• Claim compensation for damage actually sustained: with respect to quantifiable damage actually sustained and proven by the Company (including but not limited to server and personnel costs, platform clean-up costs, claims made against the Company by third parties as a result of the Merchant's conduct, and fines imposed on the Company by competent authorities as a result of the Merchant's conduct), claim compensation in accordance with the provisions of the Civil Code.
• Statement of fact: With respect to facts of breach confirmed by a final judgment, or confirmed by reason of the Merchant's non-contestation, the Company may make a statement of fact to the extent necessary (provided that such statement does not constitute falsehood or defamation).
• Depending on the gravity of the circumstances, pursue civil or criminal liability in accordance with the law, under the Criminal Code, the Fair Trade Act, the Trademark Act, the Copyright Act, the Personal Data Protection Act, and other provisions of law.

The burden of proof as to the facts of breach shall be determined in accordance with Article 277 of the Code of Civil Procedure and the provisions of relevant laws.

4. Refunds for Advertisers and Third-Party Vendors

4.1 Third-party vendors that place advertising through the Merchant Portal or business contacts (including but not limited to brands, marketing agencies, ad exchanges, media buying agents, affiliate marketing partners) are governed by their individually signed Insertion Order (IO), Advertising Contract, or Media Plan regarding refund rules. Where no individual agreement exists, the stricter of this Section and Section 3 shall apply.

4.2 Advertising plans, once scheduled and confirmed by the Company, are deemed "placement occupied" — a finite resource, regardless of whether the placement actually goes live, generates impressions, or whether the advertiser submits creatives — and payments made are absolutely non-refundable. Where execution fails due to the advertiser's own reasons (material delays, budget errors, event cancellations, decision changes, contact personnel changes, invoice format disputes), payments made are non-refundable; the Company may, at its sole discretion, decide whether to compensate after the slot ends (typically processed as equivalent points or future placement vouchers; no cash refund).

4.3 Advertising effect data (including impressions, clicks, conversions, dwell time, bounce rate, and engagement rate) shall serve as the basis for billing on the basis of the Company's backend statistics. Where data from third-party tracking tools (Google Analytics, Meta Pixel, third-party attribution platforms) is inconsistent with the Company's backend due to technical factors such as cookie limitations, attribution windows, deduplication logic, or time-zone differences, billing shall be based on the Company's backend; the Company shall not be responsible for discrepancies attributable to third-party tools. An advertiser who disputes the Company's data may, within thirty (30) days of the end of the campaign, submit a written review request together with the basis therefor, and the Company shall provide the relevant campaign statistics for that placement for reconciliation. Where no such request is submitted within the prescribed period, the advertiser shall be deemed to have no objection to the billing result for that placement, and the Company shall no longer entertain any subsequent review or fee-adjustment request made under this agreement. The agreement as to the period set forth in the preceding sentence shall not affect any right the advertiser may assert in respect of the Company's intentional act or gross negligence, or under the provisions of law.

4.4 If creative materials uploaded by the Advertiser violate the Company's review standards, applicable laws (including but not limited to Fair Trade Act, Consumer Protection Act, Tobacco Hazards Prevention Act, Food Safety and Sanitation Act, Advertising Act, Personal Data Protection Act), Apple App Store / Google Play policies, or social media platform community standards, leading to removal, warning, fines, or criminal prosecution, payments made are non-refundable; the Advertiser shall bear full liability for all damages caused to the Company (including third-party advertiser claims, platform fines, reputational damage, app store review demotions, customer service handling costs).

4.5 Refund applications by advertisers are subject to this Section 4's strict review regardless of amount.

5. Payment Disputes and Credit Card Chargebacks

5.1 Handling of Credit Card Chargebacks

• A Member, Merchant, or Advertiser who has any question regarding a payment is encouraged to contact the Company's customer service first (the Company provides multiple channels, including email, in-App customer service, and telephone); most disputes can be resolved more promptly through this route.
• The Company respects a cardholder's right to a chargeback in respect of unauthorized transactions, services not rendered, or duplicate charges, in accordance with the rules of the card scheme and applicable laws. The mere exercise of the right to a chargeback shall not be regarded by the Company as malicious, nor shall it result in a categorical refusal of refund.
• Where a chargeback is verified by the Company to be genuinely a malicious, fraudulent dispute (for example, abusing the chargeback mechanism to obtain free use after the service has been fully consumed, or providing false information to obtain a refund), the Company may:
  • suspend the account concerned; and, where there is concrete evidence indicating malicious associated accounts of the same person, suspend such accounts together;
  • claim reimbursement of the dispute-handling fees actually charged by, and capable of being proven to have been charged by, the payment institution or acquirer and borne by the Company as a result of such malicious dispute (excluding any punitive surcharge);
  • reserve the right to pursue civil liability in accordance with the provisions of law with respect to malicious, fraudulent conduct verified to be true.
• With respect to an account verified to be malicious, the Company may restrict its re-registration for a reasonable period. A Member's / Merchant's refund of fees already paid shall continue to be handled in accordance with the windows set forth in Section 2 (Members) and Section 3 (Merchants) of this Policy; the Company shall not forfeit any refund to which the user is entitled under this Policy by reason of the filing of a dispute.

5.2 Duplicate Charges / Service Not Received

• The Member / Merchant shall, within 14 days of the charge date, file a written application by email (support@swayfoodapp.com or merchant@swayfoodapp.com) and completely provide: order number, charge date / time, charge amount, payment method, last 4 digits of credit card or payment account, issuing bank, transaction screenshot (with timestamp), specific description of dispute, and desired processing outcome.
• If overdue, documents are insufficient, cannot be verified, or do not match the Company's system records, the Company may directly refuse to process without providing reasons.
• Verified duplicate charges shall be refunded to the original payment channel within 30 working days of confirmation; if delayed by third-party payment platforms or issuing bank processing times, the Company bears no delay liability.
• Refunds to incorrect accounts due to inaccurate or misfiled information by the Member / Merchant — the Company bears no obligation to refund a second time; the user shall pursue the recipient directly.

5.3 Respect for Genuine Reviews and Prohibition of Malicious Conduct

The Company respects and encourages Members / Merchants / Advertisers to publish, on any platform, genuine, fact-based reviews (whether positive or negative) concerning their own first-hand experience. Such reviews are protected by freedom of expression; the Company shall not restrict them under this Policy, nor shall any such review affect the acceptance or outcome of a refund application.

However, in order to protect the personal safety and personal data of the Company's personnel, other users, and partners, during the handling of a refund dispute, Members / Merchants / Advertisers shall not engage in any of the following conduct against the Company's employees, customer-service staff, partners, or other users:

• harassing, intimidating, stalking, doxing ("human-flesh searching"), exposing or publicly disclosing their personal data, or bombarding them via private messages / instant-messaging applications;
• applying pressure by means of violence, verbal abuse, or any other unlawful means.

With respect to the correspondence, personal data, transaction details, and other information exchanged between the parties in connection with the refund dispute, both parties shall treat such information as confidential, and shall not, without the other party's consent or as required by law, provide it to any unrelated third party for any purpose unrelated to the resolution of the dispute.

Should any person knowingly fabricate or disseminate content that is false and inconsistent with the facts, thereby damaging the Company's reputation or creditworthiness, the Company may, pursuant to Articles 184 and 195 of the Civil Code (tort) and Articles 310 and 313 of the Criminal Code, among other provisions, seek redress through judicial channels on a case-by-case basis in respect of the actual loss sustained. This paragraph shall not apply to genuine, good-faith reviews.

6. Force Majeure and Service Changes

6.1 Expanded Definition of Force Majeure (Critical)

Any of the following events constitutes a "Force Majeure" event under this Policy. Service interruptions, performance degradation, or feature changes during such events shall absolutely not constitute grounds for refund, compensation, or fee waiver:

• Acts of God (earthquakes, typhoons, floods, landslides, volcanoes, tsunamis, extreme weather), fire, explosions, war, armed conflict, terrorism, civil unrest, strikes, coups, plague, infectious diseases, government public health measures;
• Administrative orders, administrative guidance, commands, mandatory closures, investigations, seizures, or expropriations by government agencies; new legislation, amendments, or repeal of laws and regulations;
• Internet backbone disruptions, undersea cable damage, ISP service interruptions, DNS failures, DDoS attacks, hacker attacks, ransomware;
• Interruptions, adjustments, suspensions, price increases, or policy changes of third-party services on which the Company relies, including but not limited to:
  • Apple Inc., Apple App Store policy changes, review standard changes, App removal, developer account freezing;
  • Google LLC, Google Play policy changes; Google Maps API policy, pricing, quota adjustments, withdrawal;
  • Meta Platforms (Facebook, Instagram, Threads), X (Twitter), LINE OAuth, API, policy changes;
  • Anthropic (Claude API), OpenAI, Google AI and other AI service providers' model removal, policy changes, quota adjustments, price increases;
  • ECPay, credit card acquirers, and issuing banks: payment service interruptions, policy changes, fee adjustments;
  • Cloudflare, Supabase, Railway, GitHub, Resend, Twilio infrastructure service interruptions, policy changes;
  • Twilio, Resend SMS / email service rejections, suppression, or blocklisting;
• Other events not reasonably foreseeable, avoidable, or controllable by the Company.

6.2 Service Changes and Adjustments

The Company may, based on commercial judgment, technology upgrade, cost control, changes in third-party dependencies, or other legitimate reasons, adjust services within a reasonable and necessary scope. For the purpose of distinguishing their nature, such adjustments are divided into the following two categories:

• (i) Service-side adjustments not affecting consideration already paid: including adjustments to service features, quotas, restrictions, geographic scope, language support, quality specifications, backend interface and operational flow, the quantity / position / format of ad placements, and adjustments to free services. Such adjustments shall take effect after being announced in the App or on the official website, and shall not give rise to any separate right to a refund.
• (ii) Changes affecting consideration already paid: including adjusting the pricing or billing cycle of a subscription plan, discontinuing a service already paid for, reducing core entitlements already purchased, or adjusting the billing method for advertising. For such changes, the Company shall, at least thirty (30) days prior to the effective date (or at least 7 days in urgent circumstances), give individual notice by means reasonably expected to bring the change to the user's attention, such as the registered email, and shall not effect constructive delivery by unilateral announcement alone.

Any price increase or other adverse change under subparagraph (ii) of the preceding paragraph shall take effect only from the next billing cycle, and the fees already paid for the current period shall not be affected; where a user, prior to the next-cycle automatic renewal, raises no objection and does not terminate, the user shall be deemed to have accepted the new terms. A user who does not agree may terminate before the expiration of the current period, and the Company shall refund, on a pro-rata basis, the fees paid for the remaining period during which service has not yet been provided. The rules of this Article are consistent with the provisions of the Membership Terms of Service concerning material changes; this Article shall not affect the rights enjoyed by Members under §2.2 and the Consumer Protection Act.

7. Purchases via Apple App Store / Google Play

All subscriptions, add-ons, and one-time in-app purchases (IAP) made through Apple App Store or Google Play shall be refunded absolutely and exclusively under the respective platform's refund policies. Pursuant to the Company's developer agreements with Apple and Google, the Company has no authority to intervene, process, expedite, override, or refund on behalf of these platforms:

• Apple: reportaproblem.apple.com — typically within 90 days of purchase.
• Google: play.google.com/store/account/orderhistory — subscriptions typically self-refundable within 48 hours of purchase.

If you have successfully obtained a refund through Apple / Google, the Company shall:

• Synchronously remove your corresponding Plus entitlements, member tier, accumulated points, coupons, physical benefits (if a physical card has been shipped, the Company shall recover or claim compensation), merchant binding relationships, and community permissions on the SWAY side;
• Not provide separate notice and not accept any compensation, transfer, retention, or suspension request;
• Determine that such conduct constitutes malicious acquisition of services followed by evasion of payment, and handle pursuant to §5.1 chargeback provisions.

8. Application Process and Timeline

8.1 Application Method (For Eligible Refund Applications Not Excluded by §2.6)

1. Sole Channel: Email to support@swayfoodapp.com (Members) or merchant@swayfoodapp.com (Merchants / Advertisers), with subject line: [Refund Application] Member/Merchant ID - Order Number. Refund requests via phone, in-app chatbot, social media DMs, third-party platforms, in-person verbal, or voice mail shall not be deemed lawfully filed.
2. Required Documents (Any Missing Item Results in Rejection; the Company Has No Obligation to Notify of Supplementation):
   • Member / Merchant complete ID, registered email, registered phone number;
   • Order number, charge date / time, charge amount (must exactly match the Company's system records);
   • Last 4 digits of credit card, issuing bank, payment account identifier;
   • Specific description of refund reason (must be specific, clear, verifiable; will not accept blank or only "do not like," "did not use," "want to cancel," "too expensive," "colleague suggested," or other abstract reasons);
   • Item-by-item calculation of refund amount;
   • All supporting documents required by this Policy (per refund category);
   • Identity card (natural person) or company registration documents (legal entity);
   • Applicant's affidavit warranting authenticity and accepting criminal liability for forgery and fraud if untrue.
3. Automatic Receipt by the Company Does Not Constitute Acceptance: The Company's customer service system's receipt of an application is mere mechanical receipt and does not constitute the Company's acceptance or agreement to refund.

8.2 Processing Timeline

Delays caused by incomplete documents from the applicant, third-party payment platform delays, or banking processing shall not be counted toward the above timeline; the Company bears no delay liability.

8.3 Handling of Refund Refusals and Internal Review

Where the Company refuses a refund, it shall respond in writing by email and shall briefly state the provisions of this Policy relied upon and the principal grounds therefor. A Member / Merchant who is dissatisfied may, within fourteen (14) days of receiving the response, submit a one-time review request in writing (by email only, and in compliance with the documentary requirements of §8.1), to be reviewed by a customer service supervisor of the Company who shall review and respond with the outcome within 20 working days of receipt.

This internal review is a procedure of convenience provided by the Company and is an internal administrative process; it neither replaces nor restricts any right enjoyed by a Member / Merchant under the law. Whether or not a Member / Merchant has applied for or completed the internal review, the Member / Merchant may at any time directly file a complaint with a consumer ombudsman (the National Consumer Service Hotline, 1950) or with the consumer protection center of any local government, apply for mediation of a consumer dispute, or institute civil litigation before a court of competent jurisdiction, or participate in a consumer protection group action.

8.4 Application Costs and Offsets

If the refund amount claimed by the applicant falls below the NT$100 minimum balance set out in §2.4 (such small balances may be settled by the Company in equivalent points or vouchers), or after deduction of fees and administrative costs is insufficient to refund, the Company shall directly close the case as "Refund = NT$0" without further notification.

9. Invoices, Tax, and Accounting

9.1 Refund Form: Where the Company agrees to refund, it may at its sole discretion determine the refund form (original payment channel return, equivalent platform points, coupons, service credit). The Company does not accept refunds to designated third-party accounts, cash refunds, or direct deduction against future consumption.

9.2 Electronic Invoices: For refunds where unified invoices (including B2B triplicate invoices) have been issued, the applicant shall cooperate to process invoice discount notes or void within 7 days of the Company's agreement to refund; if overdue, the invoices are deemed used for tax offset, claimed for prizes, or filed, and the Company has the right to refuse refund or deduct equivalent taxes, fines, and administrative costs from the refund.

9.3 Carrier Prize Claims: For invoices where carrier prize claims or consumption tax offsets have been applied, the Member / Merchant shall self-bear all responsibility to explain to and retrieve prizes from tax authorities; the Company has no obligation to handle such matters.

9.4 Currency and Exchange Rate: The Company's accounting and settlement shall be calculated solely on a New Taiwan Dollar (NTD) basis. Where a payer pays in foreign currency (including USD, JPY, EUR, CNY, or other currencies), the Company shall convert to New Taiwan Dollars at the reference exchange rate of the foreign currency against the New Taiwan Dollar published by the Company's acquirer (or principal correspondent bank) on the date of payment / settlement; upon a payer's request, the Company shall provide the means of querying the source of such reference rate.

9.4.1 Where a refund involves foreign currency conversion, the Company shall process it using the same exchange rate basis applied at the time of conversion of that payment, so that the refund and the payment stand on an equal basis; differences arising from the natural fluctuation of exchange rates between the date of payment and the date of refund shall neither be subsidized nor claimed by either party from the other.

9.4.2 Cross-border payment handling fees, the issuing bank's foreign-exchange fees, credit card scheme conversion fees, and any difference arising, in respect of foreign currency payments via the Apple App Store / Google Play, between the amount displayed at the platform interface and the amount actually received and settled at the Company's end, are costs inherent to third-party payment channels and are not attributable to the Company; such costs shall be borne by the payer and shall not constitute grounds for a refund or adjustment; the Company shall provide notice thereof on the billing page or during the checkout flow.

9.4.3 Should any provision of this Article be found by an authority of competent jurisdiction to be manifestly unfair, only that part shall be void, and the remainder shall remain effective, supplemented by an objective and publicly available market reference exchange rate.

9.5 Tax Substitution: Withholding, business tax, income tax, and stamp duty involving refund amounts shall be borne by the applicant. Where the Company is required by law to withhold, it may first deduct from the refund.

10. Dispute Resolution

10.1 Good-Faith Prior Communication (Non-Mandatory) and Preservation of Remedial Rights

In order to enable disputes to be resolved more promptly and appropriately, should you have any doubt regarding the outcome of a refund, the Company sincerely recommends (but does not require) that you first contact the Company in writing (Members: support@swayfoodapp.com; Merchants / Advertisers: merchant@swayfoodapp.com). The Company will handle the matter appropriately and respond within 15 days of receipt. The parties may also negotiate in good faith.

The good-faith communication referred to in the preceding paragraph shall not constitute a precondition to the pursuit of any remedy, nor shall it cause either party to forfeit or have restricted any of its statutory rights. For the avoidance of doubt, it is hereby expressly declared that:

• a Member may, pursuant to Article 43 of the Consumer Protection Act, at any time file a complaint with the Company, a consumer protection group, or a consumer service center; where the matter is not appropriately resolved, the Member may file a complaint with the consumer ombudsman of the special municipality or county (city) government, and may apply for mediation to the Consumer Dispute Mediation Committee pursuant to Article 44 of the same Act;
• each party may at any time file a complaint or report with the competent authority in accordance with the law, institute civil proceedings, or (in the case of a consumer) participate in or join a group action brought by a consumer protection group;
• the foregoing statutory rights to file complaints, lodge reports, seek mediation, institute litigation, and participate in group actions shall not be restricted, barred, or subjected to any disadvantage by reason of any provision of this Policy.

In the course of communication and dispute handling, the parties shall treat one another with mutual respect, and shall not engage in harassment, intimidation, doxing, or any other unlawful conduct against the other party's employees, partners, or other users.

10.3 Governing Law

The interpretation, validity, performance, and disputes of this Policy and all related documents shall be governed entirely by the laws of the Republic of China (Taiwan); the application of laws of other countries or regions is entirely excluded.

10.4 Jurisdiction

For all disputes arising out of this Policy, the parties consent to the Taiwan Taipei District Court as the court of first instance with exclusive jurisdiction. Commercial customers (Merchants, Advertisers) may further consent in writing to arbitration by the Chinese Arbitration Association, Taipei in lieu of litigation (seat: Taipei; arbitrators: 3 persons; arbitration language: Traditional Chinese; arbitration fees: per association charter, borne by the losing party).

10.5 Allocation of Litigation Costs

In respect of any litigation or arbitration arising out of this Policy, the court fees and the litigation costs prescribed under Article 77-23 of the Code of Civil Procedure (such as translation fees and the daily allowances and travel expenses of witnesses / expert witnesses) shall, pursuant to Article 78 of the same Code, be borne by the losing party.

The fees of counsel separately retained by each party shall, in principle, be borne by each party itself (in cases where counsel is appointed by the court in accordance with applicable law, or where representation by counsel is mandatory at the third instance, the matter shall be handled as provided by law). However, as between a Merchant / Advertiser and the Company, where one party institutes litigation or arbitration that is malicious or manifestly without merit, thereby causing the other party to actually and reasonably incur external attorneys' fees in defending itself or pursuing a claim, the losing party shall compensate such actual and reasonable amount; the amount thereof shall be determined by the court / arbitral tribunal in its discretion pursuant to Article 252 of the Civil Code and in light of the expenses actually incurred. This paragraph shall not apply to consumers (Members); as between a Member and the Company, attorneys' fees shall be borne by each party itself.

10.6 Severability

Where any provision of this Policy is held by a competent authority to be partially or entirely invalid, illegal, or unenforceable, only that provision shall be invalidated under that specific circumstance; this shall not affect the remaining provisions or the validity of that provision under other circumstances. The invalidated provision shall be replaced by the closest lawful, valid provision based on its original commercial purpose.

10.7 Conflict of Documents — Order of Priority

In conflicts between this Policy and the Terms of Service, Merchant Service Agreement, Advertising Insertion Order, Community Guidelines, or Privacy Policy, the order of priority is: (a) special clauses of individually signed written contracts → (b) this Policy → (c) Merchant Service Agreement → (d) Terms of Service → (e) other supplementary documents.

10.8 Amendments

The Company may amend this Policy on account of regulatory changes, third-party service adjustments, technology upgrades, or commercial operating needs; the amended version will be published on this page and the "Last Updated" date will be updated. Amended content shall take effect prospectively from the date of publication only, and shall not apply retroactively.

With respect to an existing subscription or transaction for which a Member / Merchant has completed payment prior to the amendment taking effect, the rights of refund and cancellation thereof shall be governed in all cases by the version in effect at the time of payment; the amended version shall apply only to subscriptions, renewal cycles, or transactions newly entered into after the amendment takes effect. With respect to amendments that are materially adverse to existing paying users, the Company shall give individual notice prior to the effective date by means of the registered email or in-App notice. Where a Member / Merchant, after such amendment takes effect, continues to use the paid services for a new subscription period or a new transaction, the Member / Merchant shall be deemed to have agreed to the amended content; a Member / Merchant who does not agree may cancel automatic renewal before the next period's renewal, and the existing entitlements for the current period for which payment has been made shall not be affected thereby.

11. Contact

• Member Customer Service: support@swayfoodapp.com
• Merchant Customer Service: merchant@swayfoodapp.com
• Corporate Affairs: company@swayfoodapp.com
• Service Hours: Monday-Friday 09:00-18:00 (UTC+8; excluding national holidays)
• Initial Response Time: Within 5 working days (timely response not guaranteed)

If you are dissatisfied with the Company's handling outcome, you may at any time file a complaint with the Consumer Ombudsman (call 1950, the National Consumer Service Hotline) or the Consumer Protection Center of your local government.