Points & Refund Policy

Points are a unit of usage within the Cookiedoc service — they are not cash, deposits or transferable currency. New accounts receive a one-time trial allowance per the current promotion; the current allowance is 50 points, with no expiry.

After each AI reply is completed, the system calculates and deducts points based on the actual input/output tokens, the model route used and the effective price rules. Requests are blocked when the balance is below 10 points before sending; an actual request may cost more than 10 points.

Recharge prices are settled in HKD as shown on the payment page. After payment succeeds, the Stripe webhook validates the order and credits the plan's points to your account; network or webhook delay may take a few seconds. Please pay with the email that matches your Cookiedoc account.

Purchased points have no fixed expiry date. As long as Cookiedoc continues to operate, unused purchased points in your account remain valid; the new-account trial allowance follows the current promotion rules. If the service is discontinued or undergoes major changes, we will announce the handling in advance, subject to applicable law.

Refunds are reviewed and executed manually. Currently only unused points from orders paid in the current month are eligible; earlier months are excluded from this calculation. The refund amount first deducts the actual Stripe channel fees for that payment, then is prorated by the ratio of unused points that month to the purchased points of the order. Used points are not refundable; duplicate charges or technical failures may be submitted for manual review separately.

If a payment succeeded but points were not credited, you were charged twice, or an order could not be attributed, contact support in the footer with the payment email, Stripe session/order details and the payment time. Do not pay twice or resubmit the same order.