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These Rules are made and published by Tangqu (sanhe) Technology Co., Ltd (Chinese name: 糖趣（三河）科技有限责任公司), which is the operator of SugarPlay and the provider of the platform services. SugarPlay is the Platform’s brand name and is not a separate operating entity from that company. Unless a specific page or separate agreement expressly states otherwise, “SugarPlay,” the “Platform,” and “we/us” in these Rules refer to the SugarPlay website, applications, mini programs, and other related products and services operated by that company.
公司英文名称：Tangqu (sanhe) Technology Co., Ltd Company English Name: Tangqu (sanhe) Technology Co., Ltd
统一社会信用代码：91131082MAG065205F Unified Social Credit Code: 91131082MAG065205F
法律依据：《中华人民共和国电子商务法》第十五条；《网络交易监督管理办法》第十二条；《中华人民共和国消费者权益保护法实施条例》第十三条。 Legal basis: Article 15 of the E-Commerce Law of the People’s Republic of China; Article 12 of the Measures for the Supervision and Administration of Online Transactions; and Article 13 of the Regulations for the Implementation of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests.
Online transactions conducted through or in connection with SugarPlay in Mainland China are governed by the laws, administrative regulations, judicial interpretations, and duly issued departmental rules of the People’s Republic of China that are in force. Civil contractual relationships among Platform users, service providers on the Platform, and the Platform are principally governed by the Civil Code of the People’s Republic of China. Special provisions governing e-commerce, consumer protection, online transactions, personal information protection, cybersecurity, payment and settlement, and other specific matters also apply where relevant.
法律依据：《中华人民共和国民法典》第十一条；《中华人民共和国电子商务法》第二条；《网络交易监督管理办法》第二条。 Legal basis: Article 11 of the Civil Code of the People’s Republic of China; Article 2 of the E-Commerce Law of the People’s Republic of China; and Article 2 of the Measures for the Supervision and Administration of Online Transactions.
1.3 平台定位与交易主体
1.3 Role of the Platform and Parties to a Transaction
SugarPlay is an online transaction platform operator and a provider of transaction intermediary services. The Platform provides buyers and service providers on the Platform with services that may include an online business venue, information display and publication, communications concerning service requirements, transaction matching, order records, connectivity to payment interfaces, risk identification, complaint channels, and dispute assistance. To the extent that the Platform reports opportunities to contract or provides intermediary services for the conclusion of a contract, those services have the nature of intermediary services under the Civil Code.
The Platform does not directly provide, participate in, or replace a service provider in performing any specific gaming-companion, team-play interaction, or other agreed service. The contract for the specific service under each order is entered into directly between the buyer and the relevant service provider. The service provider is the provider of that service and the party responsible for its performance, while the buyer is the purchaser and recipient of the service. A separate legal relationship for Platform services exists between the Platform and each user; the Platform does not become the performing party to the underlying service contract merely because it provides the intermediary and technical services described above.
The Platform’s intermediary role does not exclude, restrict, or reduce its contractual responsibility for the Platform services it provides, nor does it exclude, restrict, or reduce any statutory responsibility of the Platform, including responsibilities relating to operator-information disclosure, verification of service providers on the Platform, transaction security, consumer protection, action against unlawful or non-compliant conduct, complaint handling, and the preservation and provision of evidence. Where applicable law requires the Platform to bear corresponding or joint and several liability in a particular matter, such liability shall be determined in accordance with that law.
法律依据：《中华人民共和国民法典》第九百六十一条、第九百六十二条；《中华人民共和国电子商务法》第九条、第三十七条、第三十八条；《网络交易监督管理办法》第七条、第五十二条；《网络交易平台规则监督管理办法》第三条、第五条、第六条、第三十条。 Legal basis: Articles 961 and 962 of the Civil Code of the People’s Republic of China; Articles 9, 37, and 38 of the E-Commerce Law of the People’s Republic of China; Articles 7 and 52 of the Measures for the Supervision and Administration of Online Transactions; and Articles 3, 5, 6, and 30 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
A “Negotiated Card” is a standardized electronic confirmation tool provided by the Platform for a buyer and a provider to negotiate, display, and confirm the terms of a specific service transaction on the Platform. A product-interface label such as “Order Card” refers to a Negotiated Card under these Rules when its function and record type are the same. Either party may proactively prepare and send a Negotiated Card in a direct chat. If the provider sends the card to the buyer, the buyer must click “Confirm Order” or an equivalent button within the card’s validity period; if the buyer sends it to the provider, the provider must click “Accept Order” or an equivalent button. Only after the recipient completes the applicable confirmation and the Platform successfully generates a linked order do the Negotiated Card and order snapshot constitute the Platform record of the agreed transaction terms. One party’s unilateral sending of a card does not mean that the recipient has agreed, that the buyer has paid, or that an order has been formed.
A Negotiated Card should state as clearly and completely as reasonably possible: the parties and their roles; the game, server or region, mode, and specific service item; the number of sessions, duration, or other unit of measurement; the expected start time, time zone, late-arrival waiting period, or condition for commencement; the unit price, quantity, total price, and pricing method; the method of performance and completion standard; any collaborators or other third-party participants; any special cancellation, rescheduling, or refund arrangement; any special requirements, restrictions, or prohibited matters confirmed by both parties; and any other material information required by the Platform.
A Negotiated Card is not proof of payment and does not establish that the service has been completed or accepted. A card that has not been confirmed or accepted by the other party and has not resulted in a successfully generated Platform order is only a transaction proposal; it does not mean that the Platform has accepted the transaction for order administration or activated transaction protection.
When the buyer and the service provider have confirmed the same Negotiated Card and the Platform has successfully generated a searchable Platform order and order snapshot from that card, the transaction enters the Platform’s order-administration process. Once the buyer has completed payment through a payment channel made available through the Platform in accordance with the instructions on the order page, and the Platform has received the corresponding successful-payment result, the transaction becomes eligible for Platform transaction protection. The specific content, scope, and limitations of Platform transaction protection are governed by the other sections of these Rules.
Private or off-Platform transactions, additional payments, additional service requirements, or other arrangements that do not result in a Platform order generated from a Negotiated Card confirmed by both parties, or that are not paid through a payment channel made available through the Platform and recorded in the order snapshot, are outside the scope of Platform transaction protection. This internal eligibility standard does not constitute a determination by the Platform regarding the legal validity of any other civil act between users. Whether any such act forms a contract, is legally valid, or gives rise to legal liability shall be determined by a competent authority in accordance with applicable law and all admissible evidence.
The Negotiated Card, order snapshot, and related order records are the primary basis used by the Platform to identify the transaction terms and handle an on-Platform dispute, but they are not the exclusive basis to the exclusion of all other evidence. The Platform may consider relevant on-Platform chat records, subsequent mutual confirmations, payment and refund records, service-performance records, after-sales records, lawfully obtained materials submitted by users, and Platform system logs together when determining the transaction facts. Neither party may unilaterally add to, delete from, or retroactively alter a Negotiated Card or order snapshot that has already been confirmed and used to generate an order.
Before confirming or accepting a Negotiated Card, the buyer and the service provider must review whether its contents accurately reflect their actual agreement. If the card omits material information, is unclear, or conflicts with the parties’ on-Platform negotiations, the recipient should not confirm or accept it and should instead require the sender to issue a new card that is complete and clearly worded. A subsequently issued card does not automatically amend an existing order. Each order is linked to the snapshot of the card actually confirmed by both parties and successfully used to generate that order.
If, after an order has been generated, the parties discover that a non-essential matter was omitted or requires clarification, they must make a specific supplement through a traceable on-Platform method and both parties must expressly agree to it. A supplementary requirement, note, or interpretation sent unilaterally by one party does not, without the other party’s express confirmation, amend the original order. A material change to a core matter—including the service item, service recipient, number of sessions or duration, price, scheduled time, method of performance, completion standard, or cancellation or refund arrangement—must be reconfirmed through a new Negotiated Card or another Platform confirmation tool expressly identified as a supplemental agreement to the order. If the Platform does not currently provide a supplemental confirmation tool that can be linked to the original order, the parties should first cancel the original order or process the applicable refund and then create a new order through a new Negotiated Card.
If the Negotiated Card contains an omission, ambiguity, or conflict and the parties cannot reach agreement after a dispute arises, the Platform shall determine the facts in accordance with law by considering: (1) any specific subsequent negotiation and mutual confirmation expressly made by the parties; (2) the customized fields of the Negotiated Card, the order snapshot, and related order records; (3) on-Platform chat records directly related to the order and the relevant service advertisement or offer snapshot, in each case as existing before the order was confirmed; (4) Platform rules and standard service definitions that were published and lawfully incorporated into the contract when the order was formed; and (5) the parties’ course of dealing and the statutory methods for supplementing omitted contract terms. If a specifically negotiated term agreed by the parties conflicts with a standard term drafted in advance by the Platform, the specifically negotiated term shall prevail to the extent required by law. A later, express mutual confirmation by the parties may lawfully amend an earlier agreement.
If the parties cannot reach a supplemental agreement concerning an omitted or unclear matter, that matter shall be determined from the other relevant terms of the order or the parties’ course of dealing. If it still cannot be determined, the statutory supplemental rules concerning quality, price or remuneration, place of performance, time for performance, method of performance, and allocation of performance costs shall apply. If the omission concerns a core matter that prevents the specific service, scope of performance, total price, or other contractual purpose from being reasonably determined, the Platform shall not unilaterally fill in or presume substantive transaction terms for either party. Instead, the Platform shall assist the parties in lawfully negotiating cancellation, a refund, or reasonable settlement for the portion already performed, taking account of actual performance, the parties’ respective responsibility, and verifiable evidence.
法律依据：《中华人民共和国民法典》第四百九十八条、第五百一十条、第五百一十一条、第五百四十三条、第五百四十四条；《网络交易平台规则监督管理办法》第二十一条。 Legal basis: Articles 498, 510, 511, 543, and 544 of the Civil Code of the People’s Republic of China; and Article 21 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
2.4 游戏专属订单类型：以《三角洲行动》为例
2.4 Game-Specific Order Types: Delta Force as an Example
The Platform may establish game-specific order types according to the gameplay, measurement methods, and risk characteristics of different games. An order type merely classifies the purpose of the transaction and its principal performance standard. The parties’ specific rights and obligations remain governed by the confirmed Negotiated Card, the order snapshot, Platform rules lawfully incorporated into the order, and any subsequent mutual confirmation. The order type must be prominently identified on the Negotiated Card and may not be inferred merely from casual expressions such as “guaranteed,” “for fun,” or “just play” appearing in chat.
2.4.1 《三角洲行动》服务方保底承诺单（简称“保底单”）
2.4.1 Delta Force Service-Provider Guaranteed-Outcome Order
A “Service-Provider Guaranteed-Outcome Order,” abbreviated as a “Guaranteed-Outcome Order,” is an order under which the service provider makes an express minimum commitment to a specific, measurable, verifiable, and legally permissible collaborative gaming outcome, while the buyer personally participates in the game and retains control of the buyer’s own game account. The guaranteed outcome may be measured by an expressly selected number of sessions, service duration, extracted value, number of completions, or another objective metric, but it may not involve conduct prohibited by applicable law, the game operator’s rules, or Platform rules. Neither the page nor the Negotiated Card may label the order as “Platform-guaranteed” or otherwise cause the buyer reasonably to believe that the Platform promises the outcome. Once the service provider expressly makes a guarantee, the provider must fully perform it as agreed. If the guaranteed standard is not met, the provider shall bear the applicable agreed responsibility, which may include supplementary performance, a partial or full refund of the service fee, agreed compensation, or compensation for legally established loss.
In addition to the information required by Section 2.1, the Negotiated Card for a Guaranteed-Outcome Order must expressly state: (1) the guaranteed metric, its precise value, the pre-service asset snapshot or other starting baseline, and the calculation formula; (2) the game mode, server or region, data screen, or other uniform data source used to verify the result; (3) the completion deadline and the number of sessions or service duration; (4) the buyer’s cooperation obligations; (5) the protected items or interests, permitted consumption during the service, and the maximum acceptable loss; (6) the ordinary gameplay risks accepted by the parties and the conditions for stopping the service or limiting further loss; (7) the supplementary service, refund percentage, compensation formula, and any applicable cap if the guarantee is not met; and (8) the treatment of interruptions caused by game downtime, version updates, network failures, official rollbacks, or other third-party causes. If the provider uses a name, advertisement, or representation such as “guaranteed,” “certain drop,” or “no result, no settlement” that would reasonably cause the buyer to believe that a minimum outcome has been promised, but fails to state the guaranteed metric, verification method, or consequence of non-achievement, the order may not automatically be downgraded to an ordinary order in the provider’s favor. Before confirmation, the card must be returned for correction. After an order is generated, the matter must be corrected, cancelled, or disputed under Section 2.5. After a dispute arises, the Platform shall determine the parties’ true agreement from the service offer or advertisement snapshot, Negotiated Card, order snapshot, pre-confirmation chat records, and actual performance. If a specific guaranteed value still cannot reasonably be determined, the Platform may not invent one, but may determine the applicable refund, supplementary performance, loss compensation, and enforcement responsibility in light of the provider’s failure to explain and carefully confirm the terms, whether the contractual purpose can be achieved, and the proportion actually performed.
The term “guaranteed” does not automatically mean “risk-free,” nor does it mean that the service provider can control matchmaking, random drops, the conduct of other players, actions by the game operator, or the network environment. If the service provider knows or should know that an external risk may materially affect the guaranteed outcome, the provider must disclose that risk prominently and specifically before the buyer confirms the Negotiated Card. If the provider expressly included a particular risk within the scope of the guarantee, the provider may not refuse the promised remedy after that risk occurs merely because the risk was random or arose from a third party.
An “Experience-Focused Order” is an order whose principal purpose is a team-play experience, themed gameplay, communication and interaction, a specified route, or the process of completing a challenge, without any promise concerning victory or defeat, extraction, extracted value, item acquisition, rank movement, or another gameplay outcome. The Negotiated Card must be clearly marked “Experience-Focused Order / No Outcome Guaranteed” and must state the agreed gameplay content, game mode, service duration or number of sessions, commencement conditions, interaction boundaries, and completion standard. If the no-outcome-guarantee disclosure is not clearly made, or if the service provider separately makes a specific outcome commitment, the word “experience” in the order name alone does not exclude that commitment.
Although an Experience-Focused Order does not guarantee a particular gameplay outcome, the service provider must still provide genuine, complete service of the agreed quality. A provider’s unjustified lateness, absence, early departure, failure to complete the agreed duration or number of sessions, unilateral change of gameplay, serious breach of confirmed interaction requirements, or plainly passive non-performance remains a failure to perform or non-conforming performance. The provider may not rely on the statement that “results are not guaranteed” to avoid performance obligations unrelated to the gameplay outcome.
The Platform supports many games and gameplay formats and need not exhaustively list every format in its general rules. This does not reduce the service provider’s responsibility to describe the offered service accurately. When a service provider initiates a Negotiated Card or accepts a card initiated by the buyer, the provider has the primary duty to review and confirm matters within its professional service. According to the specific gameplay format, the provider must record on the card material information including the game, server or region, mode, service content, number of sessions or duration, commencement conditions, pricing method, completion standard, ordinary risks, permitted consumption, stop-loss or termination conditions, refund terms, and consequences of non-achievement. Guaranteed-Outcome Orders and Experience-Focused Orders must also satisfy the special requirements in Section 2.4. A provider may not leave material transaction terms outside the card merely because “there are too many gameplay formats,” “everyone in the industry knows,” “it was already discussed in chat,” or for a similar reason.
If, before confirmation, a Negotiated Card omits required information, uses expressions that cannot be objectively verified—such as “depending on the situation,” “will try,” “play normally,” or “satisfaction guaranteed”—or leaves the guaranteed outcome, principal risks, or consequences of non-achievement blank, the Platform may prevent the card from being sent or confirmed or prevent an order from being generated, and may direct the sender to supplement or recreate it. If the provider makes a timely and complete correction before an order is generated and no misunderstanding or other adverse effect has been caused to the counterparty, the matter will generally be handled through correction only, without an enforcement penalty.
If a core term is found to be omitted or unclear after the order is generated but before service begins, the provider must suspend commencement and correct the term through a new Negotiated Card or a valid supplemental order-confirmation tool in accordance with Section 2.3. If a timely correction cannot be completed because the provider failed to discharge its completion or review duty, the buyer may cancel the order without fault and the service fee for any unperformed portion must be refunded. A provider that knows or should know that the card is insufficient to determine the applicable performance standard but nevertheless begins or continues performance may not later rely solely on the omission to claim an unrestricted right to select the method of performance, refuse a refund, or avoid responsibility. A buyer who refuses to provide information necessary to complete the card, supplies a false baseline, an erroneous instruction, or inconsistent requirements, or knowingly demands immediate performance despite the omission shall bear the corresponding adverse consequences according to the buyer’s fault.
After a dispute arises, the Platform will first determine the ascertainable transaction terms under Section 2.3. If the ambiguity was primarily caused by the provider’s failure to discharge the professional completion and review duties above, and the buyer was not correspondingly at fault, the Platform may draw an adverse evidentiary inference against the provider and, within reasonable limits, adopt an interpretation unfavorable to the party that supplied the term. The Platform may not, however, invent a guaranteed metric, compensation amount, or other core term that the parties never agreed. If the ambiguity prevents reasonable acceptance of the service, or the provider cannot establish performance according to a standard mutually confirmed by the parties, the Platform may support supplementary performance, a partial or full refund, and compensation for legally recognizable loss according to the proportion actually performed, the parties’ respective fault, and verifiable evidence. Such refund, supplementary performance, and loss compensation are civil remedies for the order dispute and are not a separate fine collected by the Platform from the provider.
An unclear Negotiated Card, a failure by the parties to reach agreement, or the Platform’s inability to determine the specific transaction terms from valid evidence does not by itself create an obligation for the Platform to use its own funds to pay damages or compensation, advance funds, or discharge the provider’s debt. An internal determination that resolves an ambiguity in a manner more protective of the buyer’s reasonable interests does not mean that the Platform assumes the provider’s debt. In such a dispute, the Platform protects the buyer by lawfully returning or controlling the disputed order proceeds, requiring the responsible provider to provide supplementary performance, a refund, or damages, and taking internal measures against the provider such as removing advertisements, restricting order acceptance, suspending services, or banning the account. If applicable law expressly requires the Platform to bear its own liability, or the independent triggering conditions of the special Platform compensation plan under Section 5.3 are satisfied, the applicable law or special commitment shall govern. An unclear Negotiated Card alone does not trigger that special compensation plan.
The Platform provides on-Platform tools for order transactions, including direct messages, Negotiation Cards, order pages, system notifications, after-sales requests, evidence uploads, support tickets, and dispute pages. Buyers and providers should primarily use these searchable tools that can be linked to an order to communicate and confirm material matters, including the service content, price, number of sessions or duration, commencement conditions, completion standard, in-game risks, cancellation, rescheduling, refunds, and loss handling. Neither party may require the other to move off-Platform as a condition of dealing, or use off-Platform communications to circumvent Negotiation Cards, Platform charges, risk controls, after-sales handling, or record-preservation rules.
Customer support may assist in contacting users through on-Platform channels or a work WeChat account published or designated by the Platform in accordance with Section 7.3. The Platform does not guarantee use of a particular channel, immediate or successful contact, a response from the other party, or agreement through communication. Material facts, evidence, and handling proposals arising through WeChat, telephone, or another off-Platform channel must, to the extent necessary, be uploaded, summarized, or linked to the relevant order or support ticket. An oral statement made by customer support only through WeChat or telephone may not serve as the Platform’s sole closure record. Unless the law provides otherwise, a formal notice concerning an evidence deadline, refund outcome, Platform-internal adjudication, or account measure is determined by the retrievable on-Platform system notice, order record, or dispute page.
If a material arrangement is made through in-game voice chat, WeChat, telephone, text message, email, or another off-Platform tool, the parties should promptly return to the relevant order, accurately restate the arrangement through a Negotiated Card, supplemental-order confirmation tool, or on-Platform message, and obtain the other party’s express confirmation. A change to a core matter—including the service item, price, service recipient, number of sessions or duration, scheduled time, method of performance, completion standard, or cancellation or refund arrangement—must satisfy Section 2.3. A unilateral note or off-Platform statement that has not been validly confirmed on the Platform does not automatically amend the order snapshot or enter the scope of Platform transaction protection. Whether it forms a valid civil agreement outside the Platform is determined by a competent authority under applicable law and all evidence.
WeChat chats, call recordings, in-game chats, transfer records, images, videos, and other off-Platform materials are not categorically excluded merely because they were created outside the Platform. Because the Platform generally cannot independently verify the actual user of an external account, the completeness of the context, the accuracy of the creation time, or whether the material has been deleted, cropped, spliced, or altered, it may require the submitting party to provide the original device or file, a continuous screen recording, complete context, information linking the account to the party, and corroboration from order, payment, or game records. The Platform may assign reduced evidentiary weight to a single screenshot, partial extract, material that does not identify the participants, or material whose source cannot be explained, but may not refuse to review material merely because it is unfavorable to the Platform or one party.
The Platform order file may include user-registration and necessary identity-verification information; a snapshot of the service advertisement or listing; records of the creation, amendment, confirmation, and expiry of Negotiation Cards; the order number, order snapshot, and status changes; on-Platform chats linked to the order; system-notification content and delivery status; payment, refund, and settlement status returned by the payment channel; records of commencement, performance, completion, and acceptance; after-sales requests, party submissions, evidence, support tickets, Platform-internal adjudications, and implementation results; account measures; and login, device, action, and system logs necessary to verify the authenticity, integrity, and security of those records. The Platform must create and use such records only to the extent lawful, proper, and necessary.
After the parties confirm a Negotiated Card or order terms and an order is generated, the Platform must create an order snapshot for that version. Any later supplement or correction must create a new record, new version, or traceable correction note and may not silently overwrite the original. The latest legally valid supplemental order record jointly confirmed by both parties prevails over the original snapshot only to the extent of the expressly amended matter; the unamended portions of the original snapshot continue to apply. On-Platform chats, advertising snapshots, performance conduct, and other evidence may be used to interpret or establish transaction facts, but neither party may unilaterally backdate, supplement, or alter a confirmed core term.
Unless a page expressly states otherwise, on-Platform deadlines and timestamps use China Standard Time. If a time shown by a user’s device differs from the Platform server record, the verified server record generally controls for internal handling. If evidence indicates a server fault, clock anomaly, missing record, or another circumstance capable of affecting accuracy, the Platform must conduct a technical review and issue a correction note rather than mechanically rely on an erroneous record.
法律依据：《中华人民共和国电子商务法》第三十一条、第四十八条至第五十条、第六十二条；《最高人民法院关于民事诉讼证据的若干规定》第十四条、第十五条、第九十三条至第九十五条；《中华人民共和国电子签名法》第五条至第八条。 Legal basis: Articles 31, 48 to 50, and 62 of the E-Commerce Law of the People’s Republic of China; Articles 14, 15, and 93 to 95 of the Provisions of the Supreme People’s Court on Evidence in Civil Proceedings; and Articles 5 to 8 of the Electronic Signature Law of the People’s Republic of China.
3.4 系统通知、到达与查阅责任
3.4 System Notices, Receipt, and Responsibility to Review
Users agree that the message center in their Platform account, the relevant order page, and any other on-Platform area expressly designated by the Platform are electronic information systems for receiving order and ordinary Platform notices. A system notice is delivered when it has fully entered such a system, the Platform has generated a successful-delivery record, and the notice is normally retrievable, identifiable, and capable of being opened. Delivery occurs when the notice successfully enters the system and does not depend on the user actually opening it or reading every word. This receipt rule does not apply if the notice did not enter the designated system, could not be opened because of a Platform fault, contained an invalid link or link to the wrong version, or was legally required to be given by another method.
Users must properly manage their Platform accounts, keep necessary contact details current, and reasonably review on-Platform messages. For an order cancellation, refund or supplemental-evidence deadline, dispute outcome, account-function restriction, material rule, or another matter materially affecting rights, the Platform must also provide the prominent special notice required by law and these Rules. Entry of an ordinary notice into the message center does not by itself prove full performance of the notice and explanation duties for a material term in a standard-form contract. The special requirements in Section 10.1 for system notices and repeated action-page reminders at the four specified transaction actions prevail.
For a Negotiated Card and its related order, the Platform must separately send an in-Platform system notice containing a direct link to the applicable version of the Transaction Rules and Rights Protection Policy in each of the following four circumstances: (1) the buyer proactively prepares and sends a Negotiated Card; (2) the buyer pays an order generated from a Negotiated Card; (3) the provider proactively prepares and sends a Negotiated Card; and (4) the provider receives a buyer-issued Negotiated Card and clicks “Accept Order.” The system notice must be generated when the user enters the relevant action flow and must enter that user’s in-Platform message center no later than before the sending, payment, or acceptance action is completed. A prior notice concerning the same version does not replace a further notice required by law or these Rules at a later triggering event.
Each of the four system notices must use a valid link that can be opened normally from the website, application, and mini program and must point directly to the specific Rules version locked to that transaction, rather than to a generic link that may silently switch to a later version. The notice and delivery record must state at least the recipient and the recipient’s buyer or provider role, trigger type, Negotiated Card or order number, Rules title and version number, destination link, sending time, time of successful entry into the message center, and delivery status. Section 10.1 and Sections 11.2 and 11.6 govern the main-site footer entry, mini-program access, and historical versions of the linked page.
法律依据：《中华人民共和国民法典》第一百三十七条、第四百六十九条、第四百九十六条至第四百九十八条；《中华人民共和国电子商务法》第三十一条、第三十三条、第五十条；《中华人民共和国电子签名法》第十条、第十一条；《网络交易平台规则监督管理办法》第七条至第九条、第十五条、第十六条；《最高人民法院关于适用〈中华人民共和国民法典〉合同编通则若干问题的解释》第十条。 Legal basis: Articles 137, 469, and 496 to 498 of the Civil Code of the People’s Republic of China; Articles 31, 33, and 50 of the E-Commerce Law of the People’s Republic of China; Articles 10 and 11 of the Electronic Signature Law of the People’s Republic of China; Articles 7 to 9, 15, and 16 of the Measures for the Supervision and Administration of Online Transaction Platform Rules; and Article 10 of the Interpretation of the Supreme People’s Court on Several Issues Concerning the Application of the General Provisions on Contracts of the Civil Code of the People’s Republic of China.
3.5 证据提交、真实性与平台内部评价
3.5 Evidence Submission, Authenticity, and Internal Assessment
A party asserting the formation, amendment, performance, cancellation, breach, refund, damages, or another fact relating to an order must submit the materials reasonably available at that time and explain their source, creation time, related order, and intended fact to be proved. A user may not forge, alter, splice, manipulate, or maliciously delete evidence; crop material to conceal key context adverse to that user; impersonate another person; or induce another person to make a false statement. A violation is handled under Section 9.2. If unlawful or criminal conduct is suspected, the Platform may preserve the relevant lead and report it to a competent authority in accordance with law.
The Platform may consider the source, creation time, integrity, continuity, account attribution, extraction method, system status, and corroboration among different materials. It may require, within a reasonable period, the original file, complete chat, continuous screen recording, order information, game-session record, payment-status record, or necessary identity-verification material. If a user controls material evidence but refuses without justification to provide it after the Platform has clearly identified the requested material, reasonable deadline, and possible consequence, the Platform may draw an adverse internal evidentiary inference. It may not, however, reject a claim solely because the user cannot obtain material exclusively controlled by a game operator, payment institution, or another third party.
Platform system records, order snapshots, and transaction-status records issued or confirmed by a payment institution lawfully providing services do not lose evidentiary value merely because they are electronic. No single item is irrebuttable or excludes other evidence. The Platform’s evidentiary assessment serves only its internal handling and does not replace the lawful determination by a people’s court, arbitral tribunal, or administrative authority of authenticity, legality, relevance, or probative value.
A user’s withdrawal, deletion, or hiding of an on-Platform message, image, screenshot, or other file through the product interface generally changes only how that content is displayed in the user’s current interface. It does not automatically delete a copy already received by the other party, the order file, a necessary security log, or material already included in a refund, complaint, or dispute file. The Platform may display a “withdrawn,” “deleted,” or similar status and retain, to the extent necessary, audit information such as the acting account, action time, content identifier, and action type. Neither party may use message withdrawal, account deletion, or a request to erase chats to alter completed transaction facts or obstruct the Platform’s statutory retention duties.
After the parties have negotiated a refund and the case is closed, screenshots or attachments in the ordinary chat interface need not remain permanently visible to both parties. To reduce exposure of personal information, harassment, or repetitive submissions, the Platform may hide, restrict access to, or remove from the front end a duplicate, irrelevant, unlawful, non-compliant, or no-longer-necessary display copy. However, for as long as original material remains relevant to the order, refund, settlement, Platform-internal adjudication, potential litigation, or regulatory investigation and is within the statutory or Rules-based retention period, the Platform must preserve the necessary original, verifiable copy, and audit record in the back-end order file. Removal from front-end display does not mean that the original evidence has been destroyed and does not establish that a party has waived, been released from, or reacquired a substantive right.
If a refund, complaint, payment dispute, arbitration, litigation, or administrative investigation remains pending, or the Platform has received a reasonable evidence-preservation request, the Platform may suspend deletion of the relevant records. After the retention period expires, the processing purpose has been achieved, the records are no longer necessary, and no other lawful retention basis exists, the Platform must delete or anonymize the corresponding personal information in accordance with law. Users must still preserve any original device and file they consider important. The Platform does not guarantee permanent retention and cannot guarantee recovery of content that a user deleted from WeChat, a game, or another external tool.
法律依据：《中华人民共和国电子商务法》第三十一条、第六十二条；《中华人民共和国个人信息保护法》第十九条、第四十七条、第五十一条；《最高人民法院关于民事诉讼证据的若干规定》第九十三条至第九十五条。 Legal basis: Articles 31 and 62 of the E-Commerce Law of the People’s Republic of China; Articles 19, 47, and 51 of the Personal Information Protection Law of the People’s Republic of China; and Articles 93 to 95 of the Provisions of the Supreme People’s Court on Evidence in Civil Proceedings.
3.7 保存期限、用户查阅与历史更正
3.7 Retention Periods, User Access, and Historical Corrections
The Platform retains order records that constitute legally regulated product, service, or transaction information for at least three years after completion of the transaction. A longer period applies where required by law, administrative regulation, or a lawful demand of a competent authority. On-Platform communications, Negotiation Cards, order snapshots, system notifications, and evidence submissions directly relating to the order terms, performance, payment, refund, settlement, or dispute handling are retained with the order file to the extent necessary. If a complaint, refund matter, arbitration, litigation, or administrative investigation remains unresolved, the relevant file is retained at least until three years after that matter finally ends. Personal information retained beyond the period necessary for the purpose must be deleted or anonymized in accordance with law.
Users may use available Platform functions to review displayable order history, Negotiation Cards, order snapshots, payment and refund status, and on-Platform communications relating to them, and may lawfully request a copy, correction, or export of their personal information in a Platform-supported format. To protect the personal information and trade secrets of other users or third parties and system security, the Platform may verify the requester’s identity and redact, de-identify, or separate irrelevant information. Account cancellation does not automatically extinguish the Platform’s legal duty to retain order and dispute records. During retention, use must be limited to fulfilling the retention duty, handling a dispute, or protecting lawful rights and may not continue for marketing unrelated to the retention purpose.
A user may request correction of an objectively inaccurate historical order or chat record. To preserve evidentiary integrity, the Platform may add a correction note, supplemental record, or new version rather than overwrite the original historical record. If the Platform refuses or cannot fully satisfy a request for access, correction, copying, or deletion, it must explain the principal reason and provide an appropriate complaint or remedy channel as required by law.
法律依据：《中华人民共和国民法典》第一百八十八条；《中华人民共和国电子商务法》第二十四条、第三十一条、第六十二条；《中华人民共和国个人信息保护法》第十九条、第四十四条至第五十条。 Legal basis: Article 188 of the Civil Code of the People’s Republic of China; Articles 24, 31, and 62 of the E-Commerce Law of the People’s Republic of China; and Articles 19 and 44 to 50 of the Personal Information Protection Law of the People’s Republic of China.
3.8 个人信息最小化与材料安全
3.8 Data Minimization and Security of Submitted Materials
When chatting or submitting materials, a user must provide only information necessary to handle the order or dispute and should redact unrelated identity-card numbers, facial images, telephone numbers, addresses, financial-account details, precise locations, health information, minors’ information, and third-party information. A user submitting material containing another person’s personal information must have a lawful basis and limit the submission to what is necessary to establish the relevant order claim. Evidence submission may not be used to publicly disseminate, harass, threaten, or unlawfully exploit another person’s information.
Users must not send game-account passwords, payment passwords, SMS verification codes, one-time passwords, private keys, or other authentication credentials through ordinary chat, screenshots, or the body of a support ticket. If Platform personnel need to verify identity or payment status, they must use a designated secure channel and may not request a user’s full password, SMS verification code, or one-time password. The Platform must apply least-privilege access controls to customer-support personnel, super administrators, and technical personnel; maintain audit records of access, export, modification, and disclosure; and adopt stricter technical and organizational measures for sensitive personal information.
If the Platform receives a valid request from a people’s court, people’s procuratorate, public-security authority, state-security authority, market-regulation authority, cyberspace authority, tax authority, or another competent authority for lawful production, preservation, evidence preservation, or investigative assistance, it may preserve and provide the relevant records after verifying the requesting body, statutory authority, legal instrument, and scope. The Platform generally provides only information relevant and necessary to the request and creates necessary records of the retrieval, export, and disclosure. It may lawfully withhold advance notice from the user where confidentiality is legally required or notice could obstruct an investigation, endanger security, or infringe another person’s lawful rights.
An informal request from an ordinary individual, business, or unauthorized third party does not by itself authorize the Platform to disclose an order file or personal information. A party that believes evidence may be lost or become difficult to obtain may apply to a people’s court for evidence preservation, and the Platform will lawfully cooperate with a competent authority. Personal information stored in China may be provided to a foreign judicial or law-enforcement authority only through approval by the competent Chinese authority, international judicial assistance, or another procedure prescribed by Chinese law.
法律依据：《中华人民共和国电子商务法》第二十五条、第六十二条；《中华人民共和国个人信息保护法》第十三条、第十八条、第四十一条；《最高人民法院关于民事诉讼证据的若干规定》第二十五条至第二十九条。 Legal basis: Articles 25 and 62 of the E-Commerce Law of the People’s Republic of China; Articles 13, 18, and 41 of the Personal Information Protection Law of the People’s Republic of China; and Articles 25 to 29 of the Provisions of the Supreme People’s Court on Evidence in Civil Proceedings.
四、订单款支付、暂缓结算与退款安排
IV. Order Payments, Deferred Settlement, and Refund Arrangements
4.1 汇付支付通道、平台角色与资金性质
4.1 Huifu Payment Channel, Platform Role, and Nature of Funds
The Platform currently connects to payment services offered under the “Huifu” brand. The licensed legal entity that provides payment services for a particular transaction, its payment-business licence information, payment-service agreement, fee schedule, and complaint contact details are those displayed on the payment page, in the Huifu payment-service agreement, and in the relevant disclosures; that entity is referred to below as the “Huifu Payment Institution.” The Platform must continuously verify that the actual partner holds a payment-business licence covering the services provided and clearly identify the actual payment-service provider before a user pays. A change in the partner, fund flow, or material service rule must be promptly disclosed and notified as required by law.
SugarPlay is not a commercial bank or non-bank payment institution. It does not open payment accounts for users in its own name, take deposits, accept user top-ups, independently transfer monetary funds under electronic payment instructions, or conduct or disguisedly conduct inter-institutional clearing regulated under financial law. Within a lawful and compliant payment-partner structure, the Platform only transmits necessary order data and business instructions to the Huifu Payment Institution, receives and displays payment status, assists with reconciliation, and submits settlement, deferred-settlement, or refund requests within the scope lawfully and contractually authorized. Actual payment authentication, transfer of funds, management of customer reserve funds, and settlement processing are performed by the Huifu Payment Institution and connected banks or clearing institutions under their respective statutory functions, service agreements, and regulatory requirements.
For orders for which the relevant functions have actually been enabled, the Platform’s current system transmits order-level business instructions using Huifu product capabilities such as delayed-transaction confirmation, split settlement, and settlement processing. Where an interface function described by Huifu as “active withdrawal” is required, that instruction may be used only to settle an eligible amount to a provider receiving account already verified by Huifu; the Platform is not the recipient of that withdrawal. These technical labels describe the fund flow only. They do not mean that the Platform possesses, owns, or may freely dispose of Order Funds, customer reserve funds, or funds in a provider’s external account. The instructions accepted by Huifu, processing time, and any supplemental-verification requirement are governed by the Huifu product agreement, interface result, and regulatory requirements applicable to the particular order.
For purposes of this Chapter, “Order Funds” means all amounts paid by a buyer for a specific order through the Huifu payment channel displayed by the Platform; “Pending Settlement Amount” means the expected receivable or pending amount shown by the Platform according to order status before the Huifu Payment Institution has completed settlement to the provider; and “Platform Proprietary Funds” means the Platform’s capital, service fees lawfully settled and vested in the Platform, and other property lawfully owned by the Platform, excluding Order Funds awaiting payment, settlement, or refund and customer reserve funds lawfully managed by a payment institution. Labels such as “pending settlement,” “expected to be available for settlement,” or “refund processing” are only order-business status records. They are not a bank or payment account opened by the Platform for a user, a deposit, trust, investment product, or Platform credit guarantee, and they do not accrue interest or investment returns.
“Settlement” in these Rules means only that the Platform calculates the payable amount according to order status and submits the corresponding business request to the Huifu Payment Institution. It is not inter-institutional clearing regulated under financial law. “Deferred Settlement” means only that the Platform temporarily refrains from submitting, or asks the Huifu Payment Institution to defer execution of, settlement for a specific order. It is not a judicial freeze imposed by the Platform on a user’s bank account, payment account, customer reserve funds, or other external property. Unless the Platform and provider separately and lawfully establish and expressly agree on a consumer-protection security deposit, Order Funds, Pending Settlement Amounts, and security deposits may not be conflated. No security deposit may enter a Platform fund pool or automatically be treated as Platform revenue.
Order Funds may not first enter the Platform’s ordinary operating account, be commingled with Platform Proprietary Funds, or be accumulated or pooled across orders and then independently transferred by the Platform to multiple providers. The Platform must use merchant-onboarding, order-payment, split-settlement, or settlement products lawfully offered by the Huifu Payment Institution and suited to the marketplace scenario, so that the actual provider, order, and fund flow can be lawfully verified. If the actual payment structure does not satisfy this paragraph, wording in these Rules may not be used to describe it as compliant “escrow”; the Platform must stop using that fund flow until compliance has been remedied.
法律依据：《中华人民共和国电子商务法》第九条、第四十六条、第五十三条；《非银行支付机构监督管理条例》第二条、第六条、第十五条、第十六条、第二十条、第二十七条至第三十条。 Legal basis: Articles 9, 46, and 53 of the E-Commerce Law of the People’s Republic of China; and Articles 2, 6, 15, 16, 20, and 27 to 30 of the Regulations on the Supervision and Administration of Non-bank Payment Institutions.
4.2 指定支付渠道与禁止站外收款
4.2 Designated Payment Channels and Prohibition of Off-Platform Collection
The buyer must pay through the Huifu Payment Institution and an available payment method displayed on the order payment page at the time of payment. No provider, customer-support representative, or other person may require the buyer to transfer funds to a personal bank account, personal WeChat or Alipay account, private collection code, off-Platform transaction group, or another channel not confirmed through the Platform order. No person may bypass the original order by separately collecting a price difference, security deposit, deposit, unfreezing fee, verification fee, processing fee, or other charge. If the order content or price must change, it must be reconfirmed under Section 2.3; an off-Platform supplemental payment may not replace an order amendment.
A payment made outside a Platform-designated channel is not reflected as payment for the original order, is generally outside Platform transaction protection, and cannot be directly subjected to deferred settlement or returned through the original route within that order. If the Platform becomes aware that a provider induced an off-Platform transaction, circumvented Platform fees, or used off-Platform collection to commit fraud, it may preserve existing materials, stop the conduct, and take measures under Section IX, including removing advertisements, restricting order acceptance, suspending service, or banning the account. Exclusion from internal Platform protection does not permit the Platform to deny a statutory duty to investigate reported clues, assist consumers in protecting lawful rights, or provide information to a competent authority, and does not automatically determine the legal validity of a civil act outside the Platform.
The Platform may not independently offer a “Platform wallet” or “Platform balance” through which a user can separately top up, transfer, withdraw, or issue fund-transfer instructions. If a balance, prepayment, or similar function is introduced in the future, it must be implemented through a compliant product offered by a bank or payment institution holding the required licence, with the service provider, nature of funds, applicable agreement, usage restrictions, exit method, and refund method separately and clearly disclosed. These Rules do not authorize the Platform to conduct such business.
法律依据：《非银行支付机构监督管理条例》第六条、第二十条、第二十三条、第二十四条；《中华人民共和国电子商务法》第四十九条、第五十三条至第五十七条；《中华人民共和国民法典》第五百零九条、第九百六十五条。 Legal basis: Articles 6, 20, 23, and 24 of the Regulations on the Supervision and Administration of Non-bank Payment Institutions; Articles 49 and 53 to 57 of the E-Commerce Law of the People’s Republic of China; and Articles 509 and 965 of the Civil Code of the People’s Republic of China.
4.3 价格构成、支付核对与付款成功
4.3 Price Components, Payment Verification, and Successful Payment
Before payment, the Platform must clearly display the service price, discount, fee lawfully charged by the Platform, amount withheld or remitted as required by law, payment method, any other unavoidable charge, and the total amount payable. It must also send the system notification and provide the prominent payment-page notice required by Section 10.1. A charge not lawfully disclosed before payment may not be collected afterward or deducted without authority from a refund or Pending Settlement Amount. Before issuing a payment instruction, the buyer must verify the order number, provider, service content, amount payable, payment channel, and payment-related recipient information shown on the page. If the required notification and notice were effectively delivered and the buyer voluntarily completes payment, the payment constitutes electronic confirmation of Section 10.1.
Successful order creation, a debit shown by a payment instrument, a bank message, a transfer screenshot, or a chat screenshot may be used as verification material, but none alone proves that a Platform order has been successfully paid. The order may be marked “Paid” and become eligible for Platform transaction protection under Section 2.2 only after the Platform receives a valid successful-payment result from the Huifu Payment Institution and matches it to the order number, amount, and necessary transaction data. If the records do not match, the order must be marked “Payment Under Verification” or with an equivalent status. The Platform and provider may not require the buyer to pay again before verification is completed, and the provider should not begin high-risk or irreversible performance solely on the basis of a screenshot.
If there is a duplicate debit, incorrect amount, delayed successful-payment callback, debit after order closure, or suspected unauthorized payment, the Platform must provide a payment-anomaly process, review the order records in its possession, and promptly assist in transmitting necessary information to the Huifu Payment Institution. Such technical correction is not mechanically restricted by the ordinary after-sales rule that only the buyer may initiate a refund. The final handling of an erroneous payment instruction, unauthorized payment, and resulting loss is determined by the Huifu Payment Institution, relevant bank, and competent authority under applicable law and the payment-service agreement. The Platform bears corresponding liability under law for loss caused by its own incorrect order information, duplicate instruction, or unjustified failure to assist.
法律依据：《中华人民共和国电子商务法》第四十八条至第五十条、第五十三条至第五十七条；《中华人民共和国消费者权益保护法》第八条、第二十条、第二十六条；《互联网平台价格行为规则》第四条、第七条、第十二条、第二十条。 Legal basis: Articles 48 to 50 and 53 to 57 of the E-Commerce Law of the People’s Republic of China; Articles 8, 20, and 26 of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests; and Articles 4, 7, 12, and 20 of the Rules on Pricing Conduct of Internet Platforms.
4.4 服务方结算条件、周期与收款账户
4.4 Provider Settlement Conditions, Cycle, and Receiving Account
A provider becomes eligible for settlement of the corresponding Order Funds only when all of the following conditions are met: (1) the Huifu Payment Institution has confirmed successful payment by the buyer, with no payment reversal or apparent anomaly; (2) the provider has completed the service under the Negotiated Card, order, and applicable specific rules; (3) the order has reached a status of completion confirmed by the buyer, automatic completion under rules disclosed before the provider sent the card or accepted the order, or eligibility for settlement under a lawful and rules-based determination by the Super Administrator; (4) no refund, transaction dispute, competent-authority inquiry, or other matter requiring lawful deferral remains pending; (5) the provider has completed necessary verification of real identity, actual operator, and receiving account; and (6) no delayed settlement, business restriction, or other lawful fund-risk measure has been imposed by the Huifu Payment Institution.
A provider may mark “Service Completed” no earlier than thirty consecutive minutes after the buyer’s successful payment. If the buyer considers that the service has actually been completed, the buyer may affirm completion before the provider applies that mark. The thirty-minute period is only a minimum operational interval designed to reduce erroneous operations, sham performance, and abnormal-settlement risk. It is not proof of complete performance and may not shorten the service duration stated in the Negotiated Card or relieve the provider of its evidentiary burden.
The earlier of (i) the provider’s “Service Completed” mark and (ii) the buyer’s affirmative confirmation of completion, as successfully recorded in the Platform order system, starts both the refund-entry period and the settlement-protection period. If the buyer confirms first, the system must generate an equivalent completion timestamp without waiting for a later provider mark. All times are determined by Beijing time and the time of successful recording on the Platform server. The order-confirmation and settlement-protection period runs for 168 consecutive hours—seven complete 24-hour periods—from that starting point. A period of automatic-settlement deferral under Section 4.5 is excluded from those 168 hours. During the first 144 consecutive hours—six complete 24-hour periods—from the same starting point, the buyer may initiate an ordinary after-sales refund through the original-order refund entry.
If the buyer affirmatively confirms completion before expiry of the 168-hour protection period, the order may first change to “Completed,” but that confirmation does not shorten either the 144-hour ordinary-refund-entry period or the 168-hour settlement-protection period. The Pending Settlement Amount for the order remains subject to the balance of the effective protection period. Near the confirmation button, the buyer-confirmation page must prominently state: “Confirmation acknowledges only the current performance status. It does not shorten the ordinary-refund-entry period or settlement-protection period, and does not waive a matter not yet discovered that may lawfully be asserted.” A provider may not coerce, deceive, or improperly induce early confirmation by making the commencement or continuation of service, a rebate, continued team play, provision of an account, or another benefit conditional upon confirmation. If the buyer does not affirmatively confirm, the order has not entered a refund or dispute process, and no ground for Deferred Settlement exists, the system automatically confirms completion when the effective 168-hour countdown expires.
The 144-hour ordinary-refund-entry period is an operational period for an order that has not yet entered Huifu’s actual split-settlement process. It is not a statutory limitation period or extinguishing period for the buyer’s substantive rights. Closure of that entry does not automatically discharge a responsible party from any lawful refund, contractual, or tort liability; close the Platform complaint or customer-support ticket entry; or restrict the buyer from filing a complaint or report, requesting mediation, commencing arbitration where the parties have a separate valid arbitration agreement, or bringing litigation. The 24 hours after closure of the ordinary refund entry constitute a settlement buffer. Before expiry of the 168-hour protection period, if the buyer raises through a complaint or customer-support ticket a new dispute supported by an initial factual basis, and the relevant amount has not entered an irreversible Huifu processing stage, the Super Administrator may defer settlement under Section 4.5. Repeated submission of a fully handled request without a new fact or new evidence, a merely generic contact, or a bare expression of dissatisfaction does not by itself pause the countdown or prevent settlement.
Once the order has entered Huifu split settlement, settlement processing, or external-account crediting, the Platform may no longer be able to issue a direct original-route refund from the unsettled Order Funds. Subsequent handling must follow the actual fund status, an effective Platform-internal outcome, an effective legal instrument, or a competent-authority instruction. If a verified Platform system failure prevents the buyer from using the refund entry during the 144-hour period, or prevents a submitted complaint or customer-support ticket from being recorded, the failure period may not operate to the buyer’s detriment. The Super Administrator must restore the relevant entry, record the actual submission time, or extend the affected period by no less than the duration of the failure, and must preserve the failure and correction records.
After expiry of the effective 168-hour protection period and satisfaction of all other settlement conditions in this Section, the Platform places the order into the next Huifu automated-settlement processing window then disclosed on the provider-facing page and submits the applicable delayed-transaction confirmation, split-settlement, settlement, or Huifu “active withdrawal” request used solely for settlement to the provider’s verified receiving account. The current processing windows, per-batch processing limit, estimated arrival time, and rule for deferral to a subsequent window due to incomplete materials must remain accessible before the provider sends a Negotiated Card or accepts the order or, at the latest, before settlement eligibility arises. The Platform may prospectively adjust a window due to a Huifu arrangement, system maintenance, statutory holiday, or risk control, but must clearly disclose the adjustment in advance and may not retroactively delay an already eligible order without a legitimate reason. Actual transfer and arrival may be affected by the Huifu Payment Institution, receiving bank, account verification, and risk controls. An estimated time shown on the page is not an absolute guarantee of third-party processing time, but the Platform may not rely on third-party processing to avoid liability for its own error, unjustified submission delay, or incorrect settlement information.
Settlement must be paid to a receiving account verified by the Huifu Payment Institution as belonging to the provider or the provider’s lawful business entity. A provider may not rent, lend, or sell its eligibility to receive settlement or request payment to an unverified third-party account. A change of receiving account requires renewed identity, account-ownership, and necessary risk verification. A reasonable deferral during verification is not an unjustified Platform delay, but the Platform must provide the current status and a correction path.
The Platform may, to the extent reasonably necessary, refrain from submitting or request that the Huifu Payment Institution defer execution of settlement for an order if: (1) the buyer has initiated a refund or transaction dispute through the original order; (2) the provider acknowledges incomplete performance, agrees to a refund, or reaches a refund arrangement with the buyer that remains to be performed; (3) order evidence indicates possible non-performance, material deviation from the Negotiated Card, account-security risk, sham performance, duplicate payment, fraud, or another anomaly requiring verification; (4) the Super Administrator has taken over the dispute under Section 8.3; (5) the Huifu Payment Institution has lawfully issued a risk alert or taken a measure; (6) a regulator, public-security authority, people’s court, or another competent authority has made a lawful request; or (7) another necessary circumstance is provided by law or these Rules.
The deferral is in principle limited to the unsettled amount of the disputed order that reasonably corresponds to the disputed claim and must be proportionate to the risk, matter to be verified, and expected handling period. The Platform may consider extending the measure to other related orders only where there are specific and verifiable indications of cross-order fraud, money laundering, or another fund risk; the Huifu Payment Institution or a competent authority has issued a cross-order risk alert; a valid basis for set-off satisfies the statutory requirements for mutual debts; or the provider has given separate, lawful, and express authorization. Any extension remains subject to necessity, proportionality in amount, and time-limited review. The Platform may not suspend settlement of all unrelated orders merely because of one ordinary dispute. In an emergency, it may first take a necessary interim measure but must immediately begin verification. When the measure is no longer necessary, evidence is insufficient, or the dispute has been resolved, settlement of the undisputed portion must be promptly restored.
Unless notice is prohibited by law, regulatory requirement, or investigation confidentiality, after imposing Deferred Settlement the Platform must notify the affected provider through an on-Platform channel of the relevant order, deferred amount or scope, commencement time, principal facts, reasons, Rules basis, expected handling arrangement, and any statement or appeal channel required by law. Deferred Settlement is not an administrative penalty or Platform fine, does not mean the Platform has finally determined either party’s liability, and does not mean that the Platform acquires ownership of Order Funds, assumes the provider’s debt, or promises substitute payment from its proprietary funds.
The Platform may control only the order-level settlement status and submit a business request to the Huifu Payment Institution. A statutory stop-payment measure, freeze, or deduction affecting a user’s bank account, payment account, customer reserve funds, or other external property may be executed only by a competent authority and a bank or payment institution legally required to cooperate. Neither these Rules nor a Platform-internal adjudication by the Super Administrator confers such public authority on the Platform.
If the Super Administrator defers automatic settlement for a specific order, the effective 168-hour countdown pauses. Service performance, the buyer’s ability to initiate a refund, and the parties’ communication functions generally remain unaffected, but the deferral itself does not extend the 144-hour ordinary-refund-entry period specified in Section 4.4. When automatic settlement resumes, the 168-hour countdown continues from the effective time remaining before the deferral. A buyer’s confirmation during a deferral changes only the performance-confirmation status and does not automatically lift the deferral. If the deferral was imposed solely to await buyer acceptance and no other risk ground exists, the system may end it after the buyer confirms. A deferral involving a refund, fraud, payment anomaly, account security, a Huifu Payment Institution measure, or a competent-authority requirement must be reviewed by the Super Administrator or lifted by the relevant institution. Lifting a deferral does not cause immediate settlement; the Pending Settlement Amount for the order remains subject to the effective protection time remaining. A deferral is a temporary order-level risk measure, not a penalty against the provider’s account. Any simultaneous restriction on advertisement display, order acceptance, or account functions must separately satisfy the factual, notice, and procedural requirements of Section IX.
法律依据：《中华人民共和国电子商务法》第三十五条、第五十九条至第六十三条；《网络交易平台规则监督管理办法》第十八条至第二十一条、第二十七条至第三十条；《非银行支付机构监督管理条例》第二十七条至第三十一条。 Legal basis: Articles 35 and 59 to 63 of the E-Commerce Law of the People’s Republic of China; Articles 18 to 21 and 27 to 30 of the Measures for the Supervision and Administration of Online Transaction Platform Rules; and Articles 27 to 31 of the Regulations on the Supervision and Administration of Non-bank Payment Institutions.
4.6 正常结算、费用扣除与结算明细
4.6 Ordinary Settlement, Fee Deductions, and Settlement Statements
Once all settlement conditions are satisfied, the Platform must submit the settlement request to the Huifu Payment Institution within the disclosed cycle. It may not retain or delay undisputed Order Funds without a legitimate reason, or use Order Funds for operating cash flow, investment, lending, guarantees, or to cover a shortfall in another order. The settlement amount payable to the provider is based on the price corresponding to completed service and may be reduced only by: (1) a reasonable Platform service fee clearly disclosed to and validly agreed by the provider before the provider sent the Negotiated Card or accepted the order; (2) Order Funds required to be returned to the buyer under an effective refund arrangement, Platform-internal adjudication, or legal instrument; (3) taxes required by law to be withheld or remitted; (4) payment-channel fees lawfully charged by the Huifu Payment Institution where the responsible party and standard were clearly disclosed; and (5) another amount required by law or separately and expressly accepted by the provider.
The Platform may not deduct an amount from Order Funds or other provider amounts under the label of a “fine,” charge twice, charge without providing the corresponding service, shift costs legally borne by the Platform, or collect an undisclosed, unsupported, or manifestly unreasonable fee. A contractual penalty, damages amount, or cross-order set-off must have a clear, legally valid contractual basis, party settlement, effective internal adjudication, or other legal basis, and the Platform must explain the relevant facts and calculation. Where an appeal is legally required, an appeal channel must be provided. The Platform may not rely on a general clause stating that it may “dispose of all provider funds” to make arbitrary deductions.
The Platform must provide the provider with an accessible settlement statement containing at least the order number, service price, name and amount of each fee, refund or deduction, net settlement amount, masked identifier of the receiving account, time the settlement request was submitted, and current processing status. A provider that identifies an error may use the Platform correction channel and submit materials. If the Platform verifies an error, it must create a correction record and promptly submit any necessary correction request to the Huifu Payment Institution.
法律依据：《中华人民共和国电子商务法》第三十五条、第四十六条；《网络交易平台规则监督管理办法》第二十八条、第二十九条；《互联网平台价格行为规则》第六条、第七条；《中华人民共和国民法典》第五百零九条、第五百七十九条。 Legal basis: Articles 35 and 46 of the E-Commerce Law of the People’s Republic of China; Articles 28 and 29 of the Measures for the Supervision and Administration of Online Transaction Platform Rules; Articles 6 and 7 of the Rules on Pricing Conduct of Internet Platforms; and Articles 509 and 579 of the Civil Code of the People’s Republic of China.
4.7 退款执行、原路退回与到账状态
4.7 Refund Execution, Return Through the Original Route, and Arrival Status
The authority and process for an ordinary after-sales refund request are governed by Section 7.3. In principle, only the buyer registered for the order may initiate it through the formal entry for the original order; the provider, customer support, and Super Administrator may not impersonate the buyer. After a valid formal buyer request has been submitted, the Platform may submit an ordinary after-sales refund request to the Huifu Payment Institution if the provider approves it, the parties confirm a refund arrangement through a formal order tool, or the Super Administrator grants that request. A unilateral provider approval or an intended refund arrangement stated only in ordinary chat does not replace the buyer’s formal request. Technical correction of a duplicate or erroneous debit, return after an order was not formed or was automatically cancelled under law or agreement, lawful handling of an unauthorized payment, implementation of an effective Platform-internal adjudication, and fund disposition required by a competent authority are subject to the exceptions in Section 7.3 and do not require creation of a separate ordinary after-sales request.
While an order is in progress and no completion starting point under Section 4.4 has occurred, the buyer may initiate an ordinary refund under these Rules and the applicable page flow. After either the provider marks completion or the buyer affirmatively confirms completion, the ordinary refund entry remains open for 144 consecutive hours from whichever event was first successfully recorded. If the buyer has confirmed completion early but the Pending Settlement Amount for the order remains within the 168-hour protection period, the buyer may still initiate a refund within those 144 hours. Once a refund request is validly submitted, the Platform must prevent the order from entering a new Huifu split-settlement process or defer subsequent settlement to the extent still technically controllable. If Huifu split settlement has begun, a refund has been submitted to the payment channel, or funds have reached an external account, the matter enters the verification and execution process corresponding to the actual fund status; the Platform may not falsely display that an immediate original-route refund remains available.
The refund amount is determined according to actual performance, the Negotiated Card, an effective and clearly defined refund arrangement, a Platform-internal adjudication by the Super Administrator, an effective legal instrument, or a competent-authority instruction. A full refund, partial refund, compensation for in-game economic loss, and other damages are distinct items and must be stated separately. A refund is in principle returned by the Huifu Payment Institution to the buyer’s original payment account or payment instrument. If the original route is objectively unavailable, the Huifu Payment Institution provides a lawful alternative route under identity-verification, fund-security, and regulatory rules. A refund may not be paid to a third-party account without payment-institution verification or replaced by a private transfer from a provider or customer-support representative.
Refund processing must distinguish and display to the user the “time the Platform outcome took effect,” “time the Platform submitted the request to the Huifu Payment Institution,” “Huifu or bank processing status,” and “time funds actually arrived.” Once the refund outcome is effective and no payment anomaly requires further verification, the Platform should in principle submit the refund request by the end of the next business day. An estimated arrival time is not actual arrival; completion is determined by valid processing results from the Huifu Payment Institution and receiving institution. If the normal disclosed period is exceeded, the Platform must assist with an inquiry, communicate the current status and available next step, and may not refuse indefinitely to respond merely by stating that a third party is processing the refund.
Whether a refund fee, Platform service fee, payment-channel fee, or other fee is refunded is determined separately according to the cause of responsibility, rules disclosed before payment, services actually provided, and applicable law. Any deduction must have a lawful, clear, reasonable, and properly notified basis. A standard term may not categorically provide that “all fees are non-refundable,” an undisclosed refund fee may not be charged, and a cost that should be borne by the Platform or breaching provider may not be shifted to a consumer. A loss already remedied through a refund, compensation, or another method may not be recovered twice.
If there is an apparent mismatch between payer and order buyer, a mismatch between payee identity and provider, frequent change of receiving account, abnormal login or device activity, a large volume of repetitive orders, concentrated short-term refunds, suspected rental or lending of an account or payment eligibility, an unauthorized-payment complaint, fraud or gambling risk, or a risk alert from the Huifu Payment Institution, the Platform may, to the extent reasonably necessary, suspend relevant order operations, defer submission of a settlement or refund request, and require the user to provide through a secure channel materials concerning identity, account ownership, order performance, or the source or purpose of funds that must lawfully be verified. A risk status does not mean that the Platform has determined that the user committed an offence and may not be used to publicly insult, discriminate against, or arbitrarily confiscate property from the user.
A risk measure must be proportionate to the identified risk and, where possible, limited to the relevant account, order, function, amount, and reasonable period. Unless notice is prohibited by law, regulation, or investigation confidentiality, the Platform must explain the principal reason, required material, and verification path. Once verification is completed and the risk is removed, it must promptly restore functions that no longer require restriction or submit the corresponding business request. The Platform bears corresponding liability under law for loss caused by a manifestly disproportionate measure resulting from its own error. A payment-risk measure independently and lawfully imposed by the Huifu Payment Institution is handled by that institution under its payment-service agreement and regulatory rules, and the Platform will provide order information to the extent it can assist.
The Platform and Huifu Payment Institution must lawfully cooperate with a people’s court, people’s procuratorate, public-security authority, market-regulation authority, the People’s Bank of China, or another competent authority in an inquiry, investigation, stop-payment measure, freeze, deduction, return of funds, or evidence request. Based on an effective legal instrument, administrative instruction, or Huifu Payment Institution notice, the Platform may suspend corresponding order operations, defer submission of a settlement request, and preserve records, but may not independently dispose of an external account or customer reserve funds beyond its control under the label of a “judicial freeze.” A user disputing a lawful measure taken by a competent authority or the Huifu Payment Institution must seek relief from the body that imposed or executed the measure under applicable law. The Platform must provide the order and transaction records in its possession to the extent legally required.
法律依据：《非银行支付机构监督管理条例》第五条、第十八条、第二十一条、第二十三条、第二十五条、第三十一条；《中华人民共和国反电信网络诈骗法》第十八条至第二十条；《中华人民共和国反洗钱法》第四条、第二十八条至第三十条。 Legal basis: Articles 5, 18, 21, 23, 25, and 31 of the Regulations on the Supervision and Administration of Non-bank Payment Institutions; Articles 18 to 20 of the Anti-Telecommunications and Online Fraud Law of the People’s Republic of China; and Articles 4 and 28 to 30 of the Anti-Money Laundering Law of the People’s Republic of China.
4.9 对账、支付数据与个人信息
4.9 Reconciliation, Payment Data, and Personal Information
The Platform must retain order-related payment status, Huifu transaction identifier, amount, time, refund and settlement status, and reconciliation and correction records together with the order file for the statutory period under Section 3.7. If a Platform accounting status differs from a Huifu Payment Institution or bank record, the Platform must promptly reconcile the records, create a traceable correction record, and notify affected users. Whether funds were actually paid, returned, or received is determined on the basis of valid records of the Huifu Payment Institution and bank, considered together with Platform order records. No party may delete, forge, alter, or conceal an original record.
To complete payment, refunds, settlement, reconciliation, identity verification, and risk controls, the Platform may transmit to the Huifu Payment Institution, to the extent necessary to perform a contract and legal obligations, the order number, necessary identity information of the transaction parties, amount, description of the product or service, refund reason, and other necessary data, and may receive the corresponding processing result. The Platform must explain in its privacy rules and on the payment page the processing purpose, categories of information, recipient, and contact details. If the arrangement constitutes entrusted processing, the parties must agree on the purpose, period, method, information categories, and safeguards, and the Platform must supervise the processor. If it constitutes provision to another personal-information processor, the Platform must give notice and obtain separate consent where required.
The Platform should not retain a complete payment password, SMS verification code, one-time password, or another payment-authentication credential. A bank-card number, payment account, or other sensitive personal information may be processed only to the minimum extent legally permitted and genuinely necessary, with preference given to retaining a masked identifier and necessary transaction result. Where the Huifu Payment Institution processes personal information as an independent payment-service provider, it bears corresponding duties under its payment-service agreement and privacy rules; this does not release the Platform from responsibility for its own collection, transmission, and use.
The Platform is responsible under law for the order system, Huifu interface connection, status display, transmission of business instructions, record retention, complaint entry, and dispute assistance that it provides. The Huifu Payment Institution and relevant banks bear corresponding responsibility under law for the payment authentication, transfer of funds, customer-reserve management, settlement, and refund processing they provide. The provider is responsible for performance of the underlying service, refunds, and damages for which it is legally liable. A third-party system interruption, bank delay, or risk review does not automatically make the Platform liable for all debts of that third party, and does not automatically excuse the Platform from timely assistance, production of records, correction of its own error, or performance of statutory duties.
The Super Administrator may make a Platform-internal adjudication under these Rules concerning order status, refund scope, settlement direction, and whether the provider must compensate the buyer. If the provider is found responsible for a refund or compensation, performance is in principle funded by legally disposable unsettled amounts from the relevant order, property that the provider separately and lawfully agreed may be used as performance security, or funds separately paid by the provider. If the internal adjudication exceeds the amount that may lawfully be handled from the relevant order, the excess remains payable by the responsible provider and does not thereby become a Platform debt.
Unless the law expressly imposes independent liability on the Platform, the separate triggering conditions of the special compensation plan in Section 5.3 are satisfied, or the Platform separately makes a clear and effective advance-compensation commitment more favorable to consumers, the Platform does not, merely by connecting to Huifu, accepting a complaint, assisting negotiation, deferring settlement, or making a Platform-internal adjudication, promise to use Platform Proprietary Funds to refund on behalf of the provider, compensate in-game economic loss, or discharge another provider debt. This paragraph does not exempt or limit liability that the Platform must bear under law. The Platform bears corresponding liability under applicable law if it cannot provide the provider’s true name, address, and valid contact information; knew or should have known that the provider was infringing consumer rights and failed to take necessary measures; or caused loss through its own error, breach, or unlawful handling of funds or data.
“In-Game Economic Loss” under these Rules means an actual reduction, destruction, consumption, clawback, rollback, or other verifiable adverse change affecting in-game currency, items, equipment, verifiable account entitlements, or other network virtual property that the buyer lawfully acquired and in which the buyer lawfully holds an interest, where that change is caused by the service provider’s performance of the order or breach of the order. In-Game Economic Loss does not include the order service fee itself. Whether the service fee is refundable is determined separately under Section VII.
A buyer seeking compensation from the service provider for In-Game Economic Loss must establish that the loss actually occurred, that the relevant interest was lawfully obtained, that an adequate causal connection exists between the loss and the provider’s breach, and that the loss falls within the scope the provider foresaw or should have foreseen when confirming the order. The Platform will generally not recognize as In-Game Economic Loss a speculative loss that has not actually occurred, unverifiable expected profit, the mere value of time spent or emotional value, or an amount calculated using a private-market price prohibited by the game operator, unless otherwise provided by law, a legally effective ruling of a competent authority, or an express and legally valid agreement between the parties.
An in-game reduction caused in the ordinary course of gameplay by matchmaking, a random event, another player’s conduct, or the buyer’s own operation is generally an ordinary gameplay risk and is not automatically borne by the service provider. The Platform may, based on the evidence and the agreement, assign corresponding responsibility to the provider where the provider disobeyed a confirmed instruction, acted intentionally or with gross negligence, undertook an unauthorized high-risk action, concealed a material risk, or expressly assumed the relevant risk in a Guaranteed-Outcome Order. If the buyer also contributed to the occurrence or expansion of the loss, or failed to take reasonable steps to prevent further loss after becoming aware of the risk, the responsible party’s liability for the expanded portion shall be reduced as required by law.
法律依据：《中华人民共和国民法典》第一百二十七条、第五百七十七条、第五百八十三条、第五百八十四条、第五百九十一条、第五百九十二条；《最高人民法院关于适用〈中华人民共和国民法典〉合同编通则若干问题的解释》第六十条至第六十三条；《中华人民共和国消费者权益保护法》第十一条、第四十条、第五十二条。 Legal basis: Article 127 and Articles 577, 583, 584, 591, and 592 of the Civil Code of the People’s Republic of China; Articles 60 to 63 of the Interpretation of the Supreme People’s Court on Several Issues Concerning the Application of the General Provisions on Contracts of the Civil Code of the People’s Republic of China; and Articles 11, 40, and 52 of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests.
5.2 平台协助处理与服务方补偿责任
5.2 Platform Assistance and the Service Provider’s Compensation Responsibility
After a buyer submits an appeal concerning a refund, performance dispute, or In-Game Economic Loss, the Platform may collect and preserve order materials, require the parties to explain the circumstances, submit additional evidence, or take reasonable loss-mitigation measures, facilitate negotiations, verify facts that are capable of Platform verification, and issue an internal Platform determination within the authority granted by these Rules and the parties’ Platform service agreements. If the service provider is found responsible, the Platform may require that provider to provide supplementary performance, refund the applicable service fee, pay agreed compensation, or compensate legally recognizable direct loss. Where authorized by published rules and the applicable agreements, the Platform may also suspend unsettled order proceeds or use the provider’s security deposit or other lawfully authorized unsettled amounts to implement the determination.
Unless the law expressly requires the Platform to bear compensation liability, the Platform separately makes an express advance-compensation or protection commitment (including a special Platform compensation plan under Section 5.3), or the loss results from the Platform’s own breach of a statutory or contractual duty, the Platform’s assistance, internal allocation of responsibility, direction to a provider to pay damages or compensation, or assistance in implementing a determination does not make the Platform the provider, co-performer, or guarantor of the specific service. The Platform does not use its own funds to advance payment for the provider, does not assume the provider’s obligation to compensate In-Game Economic Loss, and does not automatically bear substitute-payment liability merely because the provider refuses or is temporarily unable to perform. If the law requires the Platform to bear corresponding or joint and several liability because the Platform cannot lawfully provide the provider’s true name, address, and valid contact details; has made a more favorable compensation commitment to a consumer; has labeled the service as self-operated or caused a consumer reasonably to believe it was self-operated; knew or should have known of an infringement of consumer rights and failed to take necessary measures; or otherwise breached its own obligations or acted wrongfully, the law shall apply. This clause may not be interpreted to exclude or restrict any such statutory liability. Article 44 of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests applies only where the buyer is a consumer and the relevant transaction constitutes a consumer relationship; liability in other transactions is determined under the Civil Code of the People’s Republic of China, the E-Commerce Law of the People’s Republic of China, and other applicable law.
法律依据：《中华人民共和国电子商务法》第三十七条、第三十八条、第五十八条、第五十九条、第六十一条至第六十三条；《中华人民共和国消费者权益保护法》第四十四条；《最高人民法院关于审理网络消费纠纷案件适用法律若干问题的规定（一）》第四条；《网络交易平台规则监督管理办法》第十九条至第二十一条、第三十条。 Legal basis: Articles 37, 38, 58, 59, and 61 to 63 of the E-Commerce Law of the People’s Republic of China; Article 44 of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests; Article 4 of the Provisions of the Supreme People’s Court on Several Issues Concerning the Application of Law in the Trial of Online Consumer Dispute Cases (I); and Articles 19 to 21 and 30 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
5.3 三角洲行动专项平台赔付计划
5.3 Special Platform Compensation Plan for Delta Force
The Platform may establish a separate Platform-funded compensation plan for a specified game, specified type of loss, and specified category of Platform order. A special compensation plan is an independent, conditional protection commitment made by the Platform in addition to its ordinary transaction-assistance duties. It does not mean that the Platform performs the underlying gaming service on behalf of the service provider, nor does it mean that every game, every order, or every form of In-Game Economic Loss is covered by the Platform. The covered game, eligible orders, triggering conditions, compensation rate, per-claim or daily cap, claim period, evidence requirements, and exclusions are governed by the effective version prominently displayed to the buyer when the order is confirmed and preserved in the order snapshot. The Platform shall honor each valid commitment it has expressly made to the buyer.
Under the Delta Force Service Compensation Standard currently displayed by the Platform, if a user places an order through the Platform and the service provided by a service provider on the Platform causes a clawback from the user’s game account during that service, the Platform will provide the applicable compensation after verification. The current rate is RMB 55 for every 10 million Haavk Coins clawed back, calculated proportionally according to the clawback amount verified by the Platform, subject to an aggregate Platform-funded cap of RMB 100 per user per day. Eligibility and the compensable amount in a particular case remain subject to the Negotiated Card, order snapshot, service period, game records, clawback records, causation, and the outcome of the responsibility assessment.
Special Platform compensation may coexist with a service provider’s refund, damages, or compensation obligations under law or contract, but the buyer may not receive duplicate recovery for the same loss. Any special compensation already paid by the Platform for the same loss must be deducted when calculating the portion of the buyer’s loss that remains uncompensated. If the special payment does not cover the full legally recognizable loss, it does not automatically release the responsible service provider from liability for the uncompensated portion. After making a special compensation payment, the Platform may seek recovery from the responsible service provider or make the corresponding settlement adjustment in accordance with law, Platform rules, and a legally valid agreement with the provider.
法律依据：《中华人民共和国民法典》第四百六十五条、第五百零九条；《中华人民共和国消费者权益保护法》第四十四条；《中华人民共和国消费者权益保护法实施条例》第十二条、第四十四条；《中华人民共和国电子商务法》第五十八条。 Legal basis: Articles 465 and 509 of the Civil Code of the People’s Republic of China; Article 44 of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests; Articles 12 and 44 of its Implementing Regulations; and Article 58 of the E-Commerce Law of the People’s Republic of China.
六、服务方权益保障
VI. Service Provider Protection
6.1 自主接单与充分知情
6.1 Voluntary Order Acceptance and Informed Choice
A provider may proactively prepare and send a Negotiated Card (Order Card) to the buyer based on the parties’ on-Platform negotiations and need not wait for the buyer to send one first; Section 2.1 governs the legal and order effect of a card sent unilaterally by the provider. Before clicking “Accept Order” or proactively sending a card, the provider has the right to decide independently whether to accept, issue a card, or reject the order in light of the provider’s capacity, schedule, game status, the Negotiated Card, expected net proceeds, and risks the provider is able to bear. Before committing to accept or issue a card, declining an order, requesting that a Negotiated Card be supplemented or reissued, or not responding within the card’s validity period does not by itself constitute breach or misconduct. The Platform may not reduce settlement proceeds already lawfully earned, impose a charge, or take retaliatory account action merely because the provider exercised that choice. Once the provider has accepted, or the buyer has confirmed the provider-issued card and a valid order has formed, the provider must perform in good faith under the Negotiated Card, order snapshot, and applicable rules, and may not unilaterally cancel or diminish the buyer’s rights on the ground that the provider did not read them carefully.
Before a provider sends a Negotiated Card or accepts an order, the Platform must enable the provider to review in full the card, total order price, expected service content and timing, cancellation and refund rules, evidence requirements, Platform service fee and other applicable charges, estimated net settlement amount, settlement conditions and cycle, principal risk disclosures, and the version of the Rules then applicable. A material fact affecting the decision to send or accept may not be disclosed for the first time after that action or replaced by a preselected option, vague summary, invalid link, or display inconsistent with actual settlement. Unless the Platform separately makes an express commitment, a display concerning traffic, order volume, income, or settlement speed is informational or an estimate only and is not a guarantee of minimum income or continuing order allocation.
“Provider rights” in this Chapter include both the statutory rights of a provider that qualifies as an operator on the Platform and the corresponding contractual rights under civil law, the Platform service agreement, and these Rules of an individual provider who, after a legally required fact-specific assessment, is found not to be an operator on the Platform. Exemption from market-entity registration and status as an e-commerce operator or operator on the Platform are separate legal questions. Occasional or low-value activity does not by itself exclude operator status. A provider’s specific legal status is neither established nor excluded merely because the Platform interface uses the label “provider.”
Subject to law, official game rules, lawfully published Platform access and safety requirements, and the lawful rights of others, a provider may independently determine the service items it is willing to offer, available times, order capacity, pricing method, quotation, and personnel arrangements, and may amend or withdraw an offer before an order is formed. The Platform may not directly or indirectly compel a provider to join a promotion, purchase a value-added service unnecessary for its operations, operate exclusively on this Platform, accept below-cost pricing, or bear a manifestly unreasonable operating condition.
In exercising operational autonomy, a provider must truthfully, accurately, and completely present the service content, price, restrictions, and principal risks, and may not engage in false advertising, price fraud, inducement of off-Platform transactions, or other unlawful or non-compliant conduct. Necessary, clear, and proportionate uniform standards adopted by the Platform to perform identity-verification, consumer-protection, information-safety, minor-protection, anti-fraud, payment-risk, or other statutory duties do not constitute an unreasonable restriction on operational autonomy. The Platform must explain the scope of those standards and avoid differential treatment without legitimate reason.
法律依据：《中华人民共和国电子商务法》第五条、第十七条、第三十二条、第三十五条；《网络交易平台规则监督管理办法》第五条、第六条、第二十三条、第二十七条、第二十八条。 Legal basis: Articles 5, 17, 32, and 35 of the E-Commerce Law of the People’s Republic of China; and Articles 5, 6, 23, 27, and 28 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
6.3 费用透明、结算明细与应收款保护
6.3 Fee Transparency, Settlement Statements, and Protection of Receivables
Before a provider sends a Negotiated Card or accepts an order, the Platform must display in a clear and verifiable manner the gross transaction amount, Platform service fee, payment-channel charges, items withheld or remitted as required by law, the party bearing each discount, any other applicable deduction, and the estimated net settlement amount, together with the calculation standard, charging condition, and settlement timing for each item. The Platform may not charge twice for the same item, charge without providing the corresponding service, shift to providers a cost that the Platform must bear by law, disguise a charge as a manifestly unreasonable deposit, or retroactively add a fee after order formation that was not lawfully disclosed and validly accepted by the provider.
Once a provider has performed under the Negotiated Card and all settlement conditions in Section 4.4 are satisfied, the provider is entitled to the net settlement proceeds for that order. The Platform must submit an accurate settlement instruction without unjustified delay in accordance with the disclosed Huifu processing window, although actual transfer remains subject to the Huifu Payment Institution, the receiving bank, account verification, and lawful risk controls. For each order, the Platform must provide a searchable settlement statement and status showing at least the order amount, each deduction, the deferred amount, the amount settled, submission time, external-processing status, and reason for any failure or return, together with a reconciliation and error-correction channel.
If a provider raises a specific objection to a fee, deduction, settlement status, or receipt result, the Platform must reconcile the order and payment records in its possession and explain within a reasonable period the calculation basis, processing status, and correction method. If the Platform’s own calculation, data-entry, or submission error causes an underpayment, misdirected settlement, or unjustified delay, the Platform must promptly correct it and bear responsibility under law and contract. Third-party processing delay does not by itself release the Platform from responsibility for its own conduct. Sections 4.4 to 4.10 govern the specific settlement conditions, limits on deferral, and the rule that the Platform does not use its own funds for substitute compensation.
法律依据：《中华人民共和国民法典》第五百零九条、第五百七十九条；《中华人民共和国电子商务法》第三十五条、第五十三条至第五十六条；《网络交易平台规则监督管理办法》第八条、第二十八条、第二十九条；《非银行支付机构监督管理条例》第十八条、第二十条、第二十一条、第三十条、第三十四条。 Legal basis: Articles 509 and 579 of the Civil Code of the People’s Republic of China; Articles 35 and 53 to 56 of the E-Commerce Law of the People’s Republic of China; Articles 8, 28, and 29 of the Measures for the Supervision and Administration of Online Transaction Platform Rules; and Articles 18, 20, 21, 30, and 34 of the Regulations on the Supervision and Administration of Non-bank Payment Institutions.
6.4 争议通知、陈述与公平举证
6.4 Dispute Notice, Statements, and Fair Allocation of Evidence
If a buyer initiates a refund, complaint, or dispute that may affect the provider’s settlement, account status, or other rights, the Platform must promptly send a retrievable on-Platform notice identifying the order, relief requested, principal facts, possible effects, applicable rule, and response channel. Subject to protection of the personal information of the buyer and third parties, the Platform must also provide evidence content or a summary sufficient for the provider to understand and answer the allegation. Except for an urgent interim control under Sections 4.5 and 8.3, the Platform may not make a final adverse determination solely on one party’s unverified assertion without giving the provider a reasonable opportunity to be heard.
The burden of proof must be allocated fairly by reference to the type of claim, applicable law, the Negotiated Card, and which party controls the evidence. A provider will ordinarily be expected to produce records within its control showing commencement or completion, performance time, sessions or duration, results, and the amount claimed for settlement. A buyer will ordinarily be expected to produce corresponding materials for alleged non-performance, non-conforming performance, additional loss, and amount. The Platform must itself include in the review the order snapshot, system logs, and payment and refund records in its possession and may not require a user to prove again a fact that only the Platform controls. Where one party’s burden is reasonably reduced, the Platform must still identify and prevent fabricated materials, misleading excerpts, duplicate recovery, or another abuse.
Under Section 8.3, Customer Support (the Super Administrator) must complete the first substantive handling action within one consecutive natural hour after a case enters the manual queue and must in principle give each party a period of twelve consecutive natural hours to supplement evidence. A provider has an opportunity to inspect the order file relevant to it, submit a statement and additional materials, identify a system error, and request human determination. This does not entitle the provider to demand disclosure of unrelated personal information, trade secrets, risk-control models, or investigation information that may not lawfully be disclosed.
法律依据：《中华人民共和国电子商务法》第五十九条至第六十三条；《网络交易平台规则监督管理办法》第十九条至第二十一条；《最高人民法院关于民事诉讼证据的若干规定》第十四条、第十五条、第九十三条、第九十四条。 Legal basis: Articles 59 to 63 of the E-Commerce Law of the People’s Republic of China; Articles 19 to 21 of the Measures for the Supervision and Administration of Online Transaction Platform Rules; and Articles 14, 15, 93, and 94 of the Provisions of the Supreme People’s Court on Evidence in Civil Proceedings.
6.5 暂缓结算的必要性、范围与解除
6.5 Necessity, Scope, and Release of Deferred Settlement
Deferred Settlement is a temporary funds-processing status used to prevent the unsettled amount of a disputed order from entering further settlement processing while facts are verified, or to implement a lawful requirement of a competent authority or the Huifu Payment Institution. It is not a fine, forfeiture, or advance finding of provider liability. As a rule, a deferral may cover only the unsettled amount of the specific disputed order that reasonably corresponds to the claim. The Platform may not suspend all unrelated orders, or settlement for an indefinite period, merely because of one ordinary dispute, a buyer’s generic contact, a repetitive submission lacking an initial factual basis, or the provider’s lawful appeal.
Under Section 4.5, the Platform must inform the provider of the affected order, deferred amount or scope, starting time, principal reason, Rules basis, current status, expected handling arrangement, and appeal channel, and must review whether continued deferral remains necessary. A separable undisputed portion must be released first. Deferral must be lifted promptly when the reason ceases, evidence is insufficient, an agreed settlement has been performed, or an adjudication permits settlement. If deferral must continue beyond a reasonable handling period, the Platform must update the provider on the reason and expected arrangement, subject to any lawful confidentiality or control-period requirement imposed by the Huifu Payment Institution or a competent authority.
Where the parties have made a genuine and specific mutual confirmation of the refund and closure scope and the refund has actually been completed, Sections 7.2 and 8.2 apply. A buyer’s repetition of the same claim without a new fact, new loss, new evidence, or statutory correction ground does not by itself justify continued deferral of provider settlement. However, an independent loss not expressly resolved by the settlement, a loss arising later, or a right that may not lawfully be waived in advance is not automatically extinguished by a service-fee refund.
If a provider violates law, these Rules, or a confirmed order obligation, the Platform may adopt graduated measures in light of the facts, fault, risk, scope of impact, loss, history, and correction, including a reminder, required correction or training, rejection or removal of the relevant offer, removal of some or all advertisements, limits on issuing cards or accepting orders, limits on relevant account functions, service suspension, a temporary or permanent ban, or termination of Platform services. A measure must be proportionate to the conduct and risk and, as a rule, limited to the services, orders, advertisements, functions, and period that need to be affected. An order-level automatic-settlement hold may not be treated directly as an account-misconduct penalty.
The Platform is not an administrative-penalty authority and does not impose administrative fines on providers. It may not collect a monetary penalty for its own account—whether called a “fine,” “management fee,” “liquidated damages,” or otherwise—merely because a Negotiated Card was unclear, because of general misconduct, or for account-management purposes. Under law, these Rules, and a legally valid transaction agreement, the Platform may implement only the return to the buyer of the price for unperformed service, payment of legally recognizable buyer loss, or recovery of order income to which the provider was not entitled. Those amounts are not Platform fines and may not be converted into Platform revenue. A clearly disclosed and validly agreed Platform service fee, payment-channel charge, tax, or other lawful deduction listed in Section 4.6 retains its own legal character and is not treated as a fine under this Section.
Unless immediate action is lawfully necessary to control an ongoing risk to property, account security, unlawful information, or evidence, before taking a measure adverse to a provider the Platform must state the facts, reasons, Rules provision, measure, duration, principal consequences, and correction path, and provide a convenient appeal channel. If an emergency requires an interim measure first, supplementary notice must be given at the earliest time permitted by law. After a provider appeals, the Platform must conduct a timely, objective, and impartial review and notify the outcome. If the provider requests human determination, an automated result alone may not substitute for human handling. If the Platform’s determination or execution was erroneous, it must promptly revoke or adjust the measure, restore the corresponding advertisements, functions, and settlement rights, and correct any Platform record created by the error, except to the extent another independent, lawful, and still-necessary payment risk control, competent-authority requirement, or other restriction remains applicable.
An account-measure appeal under this Section is the legally required review channel for an adverse measure and is not excluded by Section 8.3’s absence of routine second-level review of the same transaction-merits dispute. It examines the factual basis, procedure, scope, and proportionality of the measure. If an appeal merely repeats a request to redetermine the buyer-provider merits already adjudicated and no new matter or correction ground under Section 8.2 exists, the Platform may maintain the merits determination, but it must still independently review whether the account measure itself is lawful and appropriate.
法律依据：《中华人民共和国民法典》第五百零九条、第五百七十七条、第五百八十四条；《中华人民共和国电子商务法》第三十二条、第三十五条、第三十六条；《网络交易监督管理办法》第三十条；《网络交易平台规则监督管理办法》第十八条至第二十一条、第二十七条至第二十九条。 Legal basis: Articles 509, 577, and 584 of the Civil Code of the People’s Republic of China; Articles 32, 35, and 36 of the E-Commerce Law of the People’s Republic of China; Article 30 of the Measures for the Supervision and Administration of Online Transactions; and Articles 18 to 21 and 27 to 29 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
6.7 个人信息、名誉与正常经营保护
6.7 Protection of Personal Information, Reputation, and Normal Operations
The Platform’s processing of a provider’s name, identity information, contact details, receiving account, game-account information, audio or images, order records, and dispute materials must have a specific and reasonable purpose, be directly related to that purpose, and remain limited to what is necessary for identity verification, transaction performance, settlement, support, risk control, dispute handling, or a statutory duty. Unless otherwise provided by law or validly authorized, the Platform may not disclose to a buyer, another provider, or an unrelated third party the provider’s identity document, private contact details, complete payment information, precise address, or other information unnecessary to the dispute. Irrelevant information must be appropriately redacted when dispute materials are shown to the counterparty.
The Platform may not publicly characterize a provider as unlawful, fraudulent, or untrustworthy merely because of an unverified complaint, and may not knowingly permit a user to disrupt the provider’s normal operations through insults, threats, harassment, exposure of personal information, fabricated materials, malicious repetitive tickets, or coordinated interference. A provider may report such conduct through the Platform, which must verify it and adopt a protective or management measure proportionate to the facts and risk under Sections 3.8 and 9.2. A provider likewise may not respond to a complaint by exposing buyer information, harassment, refusal to implement an effective outcome, or another form of retaliation.
Where disclosure is necessary to perform a publication, regulatory-reporting, judicial-assistance, or unlawful-conduct duty, the Platform must act within the statutory authority, scope, procedure, and retention requirements and avoid, where possible, disclosing information unrelated to the purpose. If law requires publication of a warning, suspension, or termination measure taken against unlawful conduct by an operator on the Platform, the Platform will publish the legally required content for the required period. Such mandatory publication does not authorize unrestricted dissemination of dispute materials.
法律依据：《中华人民共和国个人信息保护法》第五条至第九条、第十三条、第十九条、第二十三条、第二十五条；《中华人民共和国电子商务法》第二十三条、第二十五条、第三十六条；《网络交易监督管理办法》第三十条、第三十四条；《网络交易平台规则监督管理办法》第十九条、第二十三条至第二十五条。 Legal basis: Articles 5 to 9, 13, 19, 23, and 25 of the Personal Information Protection Law of the People’s Republic of China; Articles 23, 25, and 36 of the E-Commerce Law of the People’s Republic of China; Articles 30 and 34 of the Measures for the Supervision and Administration of Online Transactions; and Articles 19 and 23 to 25 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
6.8 纠错、退出平台与外部救济
6.8 Correction, Platform Exit, and External Remedies
A provider may use the Platform’s channels to correct identity, operating, and payment information that may lawfully be corrected and to inspect or download its Negotiated Cards, order snapshots, settlement statements, notices, statements, evidence-submission records, and internal outcomes. The Platform may lawfully limit access to another person’s personal information, confidential risk-control information, or data lawfully deleted after the required retention period, but may not rely on an internal rule to refuse an original contract or transaction record that law requires it to provide.
If a provider does not accept an amendment to the Platform Rules, it may request exit from the Platform or termination of the relevant service under Section 11.9. The Platform may not obstruct exit through unreasonable conditions and must bear responsibilities such as fact-based fee refunds under the pre-amendment rules. Exit does not retroactively extinguish performance, refund, damages, settlement, tax, confidentiality, or dispute-cooperation duties relating to an accepted order. The Platform may continue processing relevant data to the extent necessary to complete pending orders and statutory duties and must retain original contracts and transaction records for the statutory period.
If a provider disagrees with a Platform-internal merits determination and no correction ground under Section 8.2 exists, the provider may negotiate with the counterparty, seek mediation by a competent body, file an administrative complaint or report, commence arbitration under a valid arbitration agreement, or bring an action before a people’s court having jurisdiction. The Platform may not restrict those statutory rights. External relief does not by itself suspend a necessary and effective internal order or account measure, but the Platform must promptly implement a decision that a people’s court or competent authority requires it to implement, or correct an error identified on review. Sections 8.2, 8.3, and 10.1 govern the boundaries among Platform adjudication, account-measure appeals, and external relief.
法律依据：《中华人民共和国电子商务法》第二十四条、第三十一条、第三十四条、第五十九条至第六十三条；《网络交易平台规则监督管理办法》第十四条、第十五条、第十九条、第二十条；《中华人民共和国个人信息保护法》第十五条、第四十五条至第四十七条。 Legal basis: Articles 24, 31, 34, and 59 to 63 of the E-Commerce Law of the People’s Republic of China; Articles 14, 15, 19, and 20 of the Measures for the Supervision and Administration of Online Transaction Platform Rules; and Articles 15 and 45 to 47 of the Personal Information Protection Law of the People’s Republic of China.
七、取消、退款与售后
VII. Cancellation, Refunds, and After-Sales Support
7.1 服务费退款与游戏内经济损失补偿分别处理
7.1 Separate Treatment of Service-Fee Refunds and In-Game Economic Loss
A refund of the order service fee and compensation for In-Game Economic Loss are separate forms of relief. A service-fee refund addresses non-provision, non-completion, delayed provision, non-conforming performance, or price settlement following lawful termination of the contract. Compensation for In-Game Economic Loss addresses additional property loss falling within Section 5.1. The Platform and the parties shall separately identify the facts, amount, calculation basis, and outcome for each claim.
A buyer’s receipt of a partial or full service-fee refund does not by itself mean that the buyer has been compensated for In-Game Economic Loss or has waived a lawful claim for that loss. Likewise, compensation for In-Game Economic Loss does not by itself establish that the provider completed the service or that the service fee is non-refundable. If the parties reach a global settlement of all disputes through the Platform, the settlement must clearly identify the covered order, claims, amounts, and scope of released rights. No party may obtain duplicate reimbursement or compensation for the same loss.
法律依据：《中华人民共和国民法典》第五百六十二条、第五百六十六条、第五百七十七条、第五百八十二条至第五百八十四条；《中华人民共和国消费者权益保护法》第五十二条。 Legal basis: Articles 562, 566, 577, and 582 to 584 of the Civil Code of the People’s Republic of China; and Article 52 of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests.
7.2 履行中止后的协商退款与结案确认
7.2 Negotiated Refund and Case-Closure Confirmation After Performance Stops
If an order has been formed and performance has begun either because the provider accepted it or because the buyer confirmed a Negotiated Card proactively sent by the provider, and the parties agree to stop the remaining service, the provider cannot continue, or another circumstance requires a refund, the parties may negotiate a partial or full refund through the Platform and lawfully amend or terminate the underlying service contract. The refund arrangement must be recorded in a traceable and retrievable “Refund and Case-Closure Confirmation” or another Platform confirmation tool linked to the original order. If the Platform has not yet made a dedicated tool available, the parties must at minimum make a specific and express mutual confirmation in the on-Platform communications linked to the order, with the Platform refund record evidencing actual implementation.
The Refund and Case-Closure Confirmation must state at least: (1) the order number and parties; (2) the service content, number of sessions, or duration already completed and the time performance stopped; (3) the reason for the refund; (4) whether the refund is partial or full, its exact amount, the original-payment-method return route, and the expected completion time; (5) whether either party claims In-Game Economic Loss, whether that loss is included in the current resolution, and the corresponding amount; (6) whether either party has a remaining obligation; (7) the specific disputes being settled and the claims expressly reserved; (8) whether the refund constitutes a full and final settlement of the listed matters; and (9) the time of each party’s confirmation. General expressions such as “refund and finish,” “no further claims,” or “waive everything” do not replace a clear record of the specific claims and scope of rights being concluded.
A clear full-and-final settlement of specified refund items and disputes, entered into voluntarily and with informed and genuine consent and without fraud, duress, material mistake, or manifest unfairness, is binding on the parties once the agreed refund has actually been completed. Neither party may obtain a duplicate refund or damages for the same claim that was expressly settled and performed unless there is a new fact, new loss, new evidence, or another statutory ground. If the confirmation states only that the service fee will be refunded and does not expressly resolve In-Game Economic Loss or another independent claim, the buyer is not presumed to have waived that claim. A generalized waiver drafted in advance by the Platform or provider and selected by default may not unreasonably exclude a consumer’s principal statutory rights.
A refund settlement between the buyer and the provider does not automatically terminate an independent claim the buyer may have against the Platform under applicable law, nor does it automatically trigger damages or compensation from the Platform’s own funds. If the special Platform compensation plan under Section 5.3 is relevant, the Refund and Case-Closure Confirmation must separately state whether the relevant clawback loss exists, whether it has already been remedied, and whether a claim under that special plan is expressly included in the resolution. A negotiated refund between the buyer and provider does not create Platform-funded compensation liability if the plan’s independent triggering conditions are not satisfied. The same loss may not be recovered twice through a refund, provider-funded damages, or special Platform compensation.
The Platform, buyer, and provider may not delete, alter, or conceal any Negotiated Card, order snapshot, on-Platform confirmation, refund record, performance record, or dispute material relating to the refund and closure. The Platform shall preserve the original contracts and transaction records in its possession for the statutory retention period. Users should also preserve the original files for screenshots, screen recordings, and similar materials. Personal information unrelated to the dispute may be appropriately redacted where necessary, but cropping, splicing, or modification may not be used in a manner that affects evidentiary authenticity.
Except for an automatic return to the original payment method triggered by cancellation before service begins, lawful correction of an anomalous or erroneous payment, the Platform’s implementation of a final dispute determination, a fund disposition lawfully required by a judicial or administrative authority, or another circumstance provided by law, an after-sales refund request after an order has entered performance may be initiated only by the buyer registered for the order, using the Platform account under that buyer’s control and the formal refund entry on the relevant order page or otherwise designated by the Platform. The provider, Platform customer support, and any other person may propose a refund arrangement, send the refund entry, explain the refund conditions and steps, remind the buyer of the applicable request period, assist in organizing materials, or verify order information, but may not click submit on the buyer’s behalf, impersonate the buyer, or generate a buyer refund request solely on the basis of a provider’s demand or a customer-support determination. Where a guardian, legal representative, or verified authorized representative acts as permitted by law, that representative may not directly log in to or operate the buyer’s account and must instead use the Platform’s separate identity and authority-verification process, followed by confirmation from the buyer’s account or a legally permissible alternative confirmation of equivalent authenticity and security. A buyer’s statement in an on-Platform chat, telephone call, or WeChat conversation that the buyer “agrees to a refund,” “accepts a refund,” or expresses similar intent does not by itself complete the formal Platform refund request. A refund request is formally initiated only when the Platform system successfully generates a retrievable request record. Such communications may nevertheless serve as evidence of a refund agreement, receipt of notice, or facts in dispute. When customer support becomes aware of a buyer’s clear refund intent, it must direct the buyer to complete the request through the formal entry.
Once a refund request successfully initiated by the buyer is retrievable through the provider’s on-Platform account and the Platform has issued a retrievable on-Platform notice, the provider must complete an initial response within twelve consecutive hours by approving the refund; rejecting it with specific facts, reasons, and the preliminary materials then reasonably available; or making a single, consolidated request for supplemental materials reasonably necessary to determine the refund matter. The twelve-hour period is the provider’s initial-response period, not a deadline by which refunded funds must actually arrive. It runs continuously and includes nighttime, weekends, and public holidays. Time affected by a verified Platform system fault or another objective obstacle not attributable to the provider must be reasonably extended. If the provider fails to act by the deadline, the request automatically enters the Platform-internal adjudication process handled by customer support acting as the Super Administrator. The Platform may hold settlement of the corresponding disputed-order funds to the extent necessary and continue handling the matter on the available evidence. Expiry of the deadline does not by itself establish the buyer’s entire claim, automatically trigger a full refund, or trigger compensation from the Platform’s own funds, but the Super Administrator may consider the provider’s failure to respond promptly or refusal to cooperate with evidence production. If the request is rejected, overdue, or otherwise disputed, the Super Administrator may, within the authority conferred by these Rules and the parties’ Platform service agreements, contact the parties, verify facts, facilitate negotiations, and make a Platform-internal adjudication. Where a refund is approved by the provider, granted by a Platform-internal adjudication, or otherwise legally due, execution of the refund by the Platform system and the connected payment institution under the applicable process is not customer support “initiating a refund” on behalf of the buyer. The buyer-only initiation rule is an account-authorization and order-operation rule; it does not permit the Platform to refuse its legal duties to timely accept and handle complaints, actively assist consumers in protecting lawful rights, preserve and provide transaction records, or implement an effective Platform-internal adjudication. If a Platform system fault prevents the buyer from submitting within the applicable period, the buyer should promptly report the fault through customer support and preserve the page notice or similar materials. The Platform shall verify the fault and its effect on the request period and provide a reasonable remedy; any alternative confirmation must still be expressly made by the buyer.
Depending on the practical needs of a refund, appeal, or dispute, Platform customer support will ordinarily attempt to communicate with the buyer through an on-Platform support conversation, an on-Platform notice, or an official or designated work WeChat account where the buyer has voluntarily provided WeChat contact information and expressly authorized its use for after-sales communications. The Platform will select the communication method in light of the circumstances of the case, the validity of the contact information, and necessity. WeChat is a supplementary communication method, not a mandatory channel or the sole official entry point. The Platform does not guarantee use of any particular channel, immediate or successful contact on every attempt, or a response from the user, and does not promise in advance an outcome favoring either party in an individual matter. If review establishes that the conditions for a refund under law, a valid agreement between the parties, or published Platform rules are satisfied, the Platform shall handle the matter in accordance with law and agreement. These limitations do not release the Platform from its legal duties to maintain a convenient and effective complaint mechanism, timely accept and process complaints, objectively and fairly review appeals, and communicate the outcome.
Whether a refund request has been submitted, its submission time, the refund amount, processing status, request for supplemental materials, outcome, and appeal entry shall be determined primarily by the corresponding order, support ticket, or other retrievable Platform record. Material facts, user confirmations, and evidence arising from a WeChat communication must, to the extent necessary, be uploaded, summarized, or linked to the corresponding order or support ticket. Chats retained only in an individual WeChat account may not serve as the Platform’s sole closure record. Failure of off-Platform contact does not affect the validity of an on-Platform request already submitted. The Platform may not make an adverse factual determination against the buyer solely because a WeChat call or message was unanswered, and any request for supplemental materials and reasonable response period must also be communicated through a retrievable on-Platform method. A buyer’s failure to provide WeChat contact information, refusal to add a WeChat contact, or withdrawal of consent to non-essential WeChat contact does not affect the buyer’s ability to request a refund, submit an appeal, or receive legally required handling through on-Platform channels. When processing a WeChat identifier, WeChat chat content, or personal information contained in that content, the Platform must follow the principles of lawfulness, propriety, necessity, good faith, and minimum scope, and must provide notice, establish an appropriate legal basis for processing, and protect information security in accordance with its privacy rules.
法律依据：《中华人民共和国民法典》第一百四十三条、第一百六十一条至第一百六十三条、第四百六十九条、第四百九十六条至第四百九十八条、第五百六十二条；《中华人民共和国消费者权益保护法》第二十六条；《中华人民共和国消费者权益保护法实施条例》第十二条、第四十四条；《中华人民共和国电子商务法》第二十三条、第三十一条、第五十条、第五十九条至第六十三条；《中华人民共和国个人信息保护法》第五条至第九条、第十三条至第十七条、第十九条、第二十一条、第二十三条；《网络交易监督管理办法》第十三条；《网络交易平台规则监督管理办法》第八条、第十九条至第二十一条、第三十条。 Legal basis: Articles 143, 161 to 163, 469, 496 to 498, and 562 of the Civil Code of the People’s Republic of China; Article 26 of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests; Articles 12 and 44 of the Regulations for the Implementation of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests; Articles 23, 31, 50, and 59 to 63 of the E-Commerce Law of the People’s Republic of China; Articles 5 to 9, 13 to 17, 19, 21, and 23 of the Personal Information Protection Law of the People’s Republic of China; Article 13 of the Measures for the Supervision and Administration of Online Transactions; and Articles 8, 19 to 21, and 30 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
八、争议处理与证据规则
VIII. Dispute Resolution and Evidence Rules
8.1 游戏内经济损失的举证与认定
8.1 Evidence and Assessment of In-Game Economic Loss
A party claiming In-Game Economic Loss must promptly stop any relevant action that may expand the loss after discovering it and submit materials through the Platform appeal channel sufficient to make a prima facie showing. Relevant materials may include: the Negotiated Card and order snapshot; on-Platform chat records directly related to the order; screenshots or screen recordings of in-game assets, inventory, settlement, or account pages before and after the service; game records identifying the time, character, server or region, and specific match; clawback, penalty, rollback, or anomaly notices issued by the game operator; recharge, redemption, or official transaction records showing lawful acquisition of the relevant in-game interest; and other lawfully obtained evidence capable of showing the provider’s conduct, the resulting loss, and causation. If evidence contains personal information, account credentials, or third-party information unrelated to the dispute, the submitting party must make necessary redactions to the extent they do not prevent verification.
The Platform shall assess the authenticity, legality, relevance, and corroborative value of the evidence and examine whether the loss actually occurred, whether the relevant interest was lawfully obtained, whether the loss was caused by performance of the order, whether either party breached the agreement, whether the loss was reasonably foreseeable, and whether there was contributory fault or avoidable expansion of the loss. If a party controls a key record and refuses to submit it without justification, the Platform may, within published and fair evidence rules and in light of the other evidence, make an adverse internal factual finding against that party. The Platform may not unreasonably reject the buyer’s entire claim merely because the buyer cannot obtain evidence exclusively controlled by the service provider, the Platform, or the game operator.
Where In-Game Economic Loss can be directly restored or is restored by the game operator, the actual restoration result will generally control. If monetary conversion is necessary, the amount should be determined primarily by reference to verifiable official recharge, official exchange, or official pricing records existing before the loss, together with acquisition cost, remaining utility, recoverability, and the parties’ agreement. A black-market price, private transaction quote, or exchange rate of unknown origin that violates law, the game operator’s rules, or Platform rules may not serve as the sole valuation basis. A “target shortfall” resulting from failure to meet a Guaranteed-Outcome Order must first be handled under the supplementary-performance, refund, or compensation formula stated in the Negotiated Card; the target shortfall itself is not automatically equivalent to In-Game Economic Loss actually suffered by the buyer.
A Platform determination is used only to apply Platform rules, administer the relevant order, and assist the parties in resolving the dispute; it is not a final judicial or arbitral determination of civil liability. Except for legally mandatory Platform appeal or correction procedures and a new matter described in Section 8.2, the Platform does not provide a routine second-level merits review of a Platform-internal adjudication already made. A party may not demand that the Platform rehear the matter on the same facts and evidence merely because that party disagrees with the outcome. A party that continues to dispute civil liability or the Platform-internal outcome may bring an action before a people’s court having jurisdiction or, if a valid arbitration agreement exists, apply for arbitration in accordance with law. Statutory avenues such as negotiation, mediation by a consumer organization or another mediation organization, and an administrative complaint are not restricted by these Rules. The Platform shall provide the original contract and transaction records in its possession as required by law.
法律依据：《中华人民共和国民法典》第一百二十七条、第五百八十四条、第五百九十一条、第五百九十二条；《中华人民共和国电子商务法》第六十条至第六十三条；《最高人民法院关于民事诉讼证据的若干规定》第十四条、第十五条、第九十条、第九十三条、第九十四条；《网络交易平台规则监督管理办法》第十九条至第二十一条。 Legal basis: Article 127 and Articles 584, 591, and 592 of the Civil Code of the People’s Republic of China; Articles 60 to 63 of the E-Commerce Law of the People’s Republic of China; Articles 14, 15, 90, 93, and 94 of the Provisions of the Supreme People’s Court on Evidence in Civil Proceedings; and Articles 19 to 21 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
8.2 结案后的新事项、重复请求与法定纠错
8.2 New Matters, Duplicate Claims, and Legally Required Corrections After Case Closure
After a Platform-internal adjudication or Refund and Case-Closure Confirmation takes effect, the Platform does not provide a routine second-level review of the same merits dispute. If a repeated request concerns the same order, facts, loss, and relief as a matter already adjudicated or expressly settled; relies on the same evidence; and reflects only dissatisfaction with the outcome without presenting a new matter or statutory correction ground, the Platform may decline to rehear the merits, merge and archive the request with the original case, or decline duplicate relief. The Platform shall explain the original outcome, basis for closure, and external remedies such as bringing an action before a people’s court.
If, after closure, there is a newly occurring loss, newly obtained key evidence that could not reasonably have been submitted earlier, failure to complete the agreed refund, an unclear scope of closure, or a possible defect in the settlement such as fraud, duress, material mistake, or manifest unfairness, the relevant party may submit it as a new dispute matter. The Platform shall determine whether it is genuinely new rather than automatically rehearing the original adjudication. The Platform may, on its own initiative or upon a user’s request, correct a verifiable error such as mistaken identity, an incorrectly entered amount, a duplicate charge, or a system status plainly inconsistent with an effective determination. Acceptance of a new matter or correction of a manifest error does not create a routine second-level merits review.
If the Platform imposes an account ban, functional restriction, service suspension, or another management measure adversely affecting a user’s rights under the Platform rules, it must continue to provide an appeal and correction channel as required by law and handle the appeal promptly, objectively, and fairly. That legally required appeal concerns the management measure and its basis; it does not permit unlimited demands to rehear the merits of an already adjudicated transaction dispute. The Platform may not determine that a buyer acted maliciously merely because the buyer contacts the Platform after closure, disputes the refund amount, lawfully uses a mandatory appeal or correction channel, or submits new evidence for which a reasonable explanation exists. A finding of abuse requires evidence that the applicant knowingly concealed an express and performed settlement of the same claim, fabricated a new loss, repeatedly sought an amount already recovered, submitted forged or materially altered materials, or used a volume of duplicate submissions to interfere with normal Platform handling. The applicant must be given an opportunity to explain, and the Platform may not rely solely on an automated label when imposing a material action such as an account ban.
“Customer-support adjudication,” “Platform adjudication,” and “Platform-internal adjudication” under these Rules mean an internal dispute determination made under these Rules by a customer-support representative who has been duly authorized by the Platform operator to perform transaction-dispute duties through a verifiable Super Administrator account. Within the Platform’s permission system, customer support entrusted with adjudicative duties uses Super Administrator authority. “Super Administrator” is only a technical system-permission designation and is not a judicial, administrative, or statutory arbitral status; any Platform-internal adjudication made in the course of those duties, and its legal consequences, are attributable to the Platform operator. Ordinary support personnel, outsourced personnel, service providers, and other users without Super Administrator authority have no Platform-internal adjudicative authority and may not issue a determination in the name of a Platform adjudicator. When a Super Administrator makes a determination, the Platform must preserve a verifiable identity marker, handling time, and operation record in the case file.
The Super Administrator’s Platform-internal adjudicative authority derives from these Rules and the relevant Platform service agreements after they have been lawfully published and incorporated into the Platform service contract upon the user’s legally effective consent. It also forms part of the voluntary, fair, and impartial online dispute-resolution mechanism established by the Platform under these Rules. The Super Administrator may accept and internally adjudicate or otherwise handle, within the scope permitted by these Rules, the relevant agreements, and law, a refund request already initiated by the buyer, a refund request rejected or left unanswered by the provider after the deadline, a performance dispute the parties cannot resolve by agreement, a qualifying new matter after closure, a manifest-error correction request, a legally mandatory appeal, or another dispute specified in these Rules. No party may refuse to participate in the Platform process or deny the effect of an effective adjudication within Platform order administration merely by asserting that “customer support may only communicate and has no decision-making authority.”
The Super Administrator may retrieve Negotiated Cards, order snapshots, payment and refund records, on-Platform communications, performance records, dispute materials, and system logs lawfully preserved by the Platform; require either party to explain the circumstances or supplement evidence within a reasonable period; and make internal factual findings in light of the parties’ agreement and these Rules. Within the scope of the Super Administrator’s authority and available system functions, the Super Administrator may grant or reject a refund, require supplementary performance, determine that the provider owes the buyer a refund or loss compensation, hold or resume settlement of the disputed order, release or return funds associated with that order, or impose an account or service-management measure provided by these Rules. Any execution of a refund, damages payment, or agreed compensation from the provider’s unsettled proceeds, security deposit, or other disposable funds must also satisfy the advance-authorization, fair-procedure, and necessity requirements in Section 9.1. Unless required by law, expressly promised by the Platform, or independently triggered under the special Platform compensation plan in Section 5.3, the Super Administrator has no authority to substitute the Platform’s own funds for compensation owed by the provider.
When making an adjudication, the Super Administrator must observe the principles of openness, fairness, impartiality, good faith, and proportionality; conduct a human examination of facts and evidence materially affecting the outcome; give each party a reasonable opportunity to make statements, provide explanations, and supplement materials; and record in the outcome the principal facts, evidentiary assessment, applicable Negotiated-Card or Rules provisions, determination, external remedies such as an action before a people’s court, and any appeal or correction entry legally required for an adverse management measure. A Super Administrator who has a direct interest in a party or another circumstance capable of affecting impartial handling must recuse and the matter must be reassigned to another authorized person. If an interim measure is necessary to prevent a Pending Settlement Amount for a specific order from entering further settlement processing, prevent expansion of loss, or preserve evidence, a measure proportionate to the risk may be taken first, but the reasons must be communicated promptly and the appeal channel required by law must be provided for that interim management measure.
Starting when the system transfers a dispute into the Super Administrator’s handling queue or, if earlier, when the Super Administrator proactively accepts the dispute, the Super Administrator must complete an initial substantive action within one consecutive hour. If the materials then available to the Platform are sufficient, the Super Administrator must make a Platform-internal adjudication and issue a retrievable on-Platform outcome notice. If the materials are insufficient, the Super Administrator must issue a single consolidated notice listing the supplemental materials then reasonably identifiable and the submission deadline. The one-hour period is the deadline for the initial substantive adjudicative action; it is not a deadline for refunded funds to arrive, the game operator to restore assets, or the provider to complete compensation. Where supplemental materials are required, the adjudication period is suspended when the supplemental-material notice is issued and resumes when all requested materials have been submitted or the submission deadline expires. If an extension is objectively necessary because of payment-institution processing, game-operator verification, a system fault, materially complex facts, or another circumstance not reasonably controllable by the Platform, the Super Administrator must state, before the original period expires, the reason, measures already taken, and expected completion time. An extension may not be used routinely to delay handling without justification.
A buyer, provider, or other party required to supplement materials must, within twelve consecutive hours after the supplemental-material notice becomes retrievable through that party’s on-Platform account, submit the complete materials through the entry designated by the Platform or explain the specific objective reason why submission is impossible. If notices are issued to different parties at different times, each party’s deadline runs separately. The Super Administrator shall generally list in one consolidated notice all necessary materials reasonably identifiable at that time and may not extend handling indirectly through repeated or piecemeal requests for materials unrelated to the dispute. If a further supplement becomes necessary because a new fact or new evidence later emerges, the Super Administrator must explain the relevance of the additional request to the case.
When the twelve-hour period expires without submission or an explanation establishing good cause, the suspended one-hour adjudication period resumes and the Super Administrator may make a Platform-internal adjudication on the materials already available. Failure to submit by the deadline does not by itself constitute an admission of all statements made by the opposing party or automatically determine the non-submitting party against its interests. However, if material evidence is controlled by that party, is materially relevant to the dispute, and is withheld without justification, the Super Administrator may make an adverse internal factual finding in light of the other evidence. Materials submitted late but before adjudication may be reviewed if doing so will not cause unreasonable delay. Materials first submitted after adjudication will be classified under Section 8.2 as a new matter, manifest-error correction material, or the same material not subject to repeat adjudication; late submission does not automatically initiate a second-level merits review. If a verified Platform system fault or another objective obstacle not attributable to the submitting party prevents timely submission, the party should, where possible, report the fault or request an extension before the deadline, and the Platform shall grant a reasonable extension corresponding to the period actually affected.
A Platform-internal adjudication takes effect within Platform order administration when it is entered into the case or order record under the Platform rules and a retrievable notice is sent to the relevant user. The Platform may use it to update order, refund, settlement, and account-management status. Platform transaction merits disputes are handled at a single internal level. Except for a new matter or manifest-error correction under Section 8.2 or an appeal that the Platform is legally required to process, there is no routine second-level merits review. A party that does not accept the outcome should bring an action before a people’s court having jurisdiction or, if a valid arbitration agreement exists, apply for arbitration in accordance with law. For the avoidance of doubt, “adjudication” under these Rules means only an internal Platform dispute determination. It is not an arbitral award under the Arbitration Law of the People’s Republic of China, an administrative adjudication by a government authority, or a judicial judgment; it has neither the compulsory enforceability of state authority nor final-and-binding arbitral effect, and it does not exclude mediation by a consumer organization, an administrative complaint, lawful arbitration, or litigation. If a Platform-internal adjudication is erroneous, the Platform must promptly correct it and restore the corresponding affected rights. The adjudication itself does not make the Platform the provider of the underlying gaming service or the automatic payer of a provider’s debt.
The Platform may determine that a service provider has violated Negotiated-Card completion and good-faith operation requirements if the provider: (1) repeatedly omits information required by these Rules after receiving a reminder; (2) uses outcome-based claims such as “guaranteed,” “certain drop,” or “no result, no settlement” while refusing to state the metric, baseline, acceptance method, or responsibility for non-achievement; (3) intentionally conceals principal risks, additional charges, permitted consumption, refund restrictions, or another material condition capable of affecting the buyer’s decision; (4) sends a clearly incomplete or internally inconsistent card and pressures or induces the buyer to confirm it immediately; (5) unilaterally adds conditions or reduces the service after the order is generated, or presents unconfirmed chat content as an order term; (6) fabricates, alters, or conceals a Negotiated Card, performance record, or other key evidence during a dispute; or (7) uses an unclear card as a means of avoiding a refund, damages, or Platform review.
The Platform shall select graduated measures proportionate to the risk and consequences, taking into account subjective fault, the materiality of the omission, whether an order was generated, whether misunderstanding or loss occurred, the number of affected orders, prior violations, timeliness of correction, and cooperation in dispute handling. A first, minor omission fully corrected before an order is generated will generally result only in a reminder or education, without a penalty. General negligence or conduct that has already affected a specific order may result in a written warning, an order to correct within a specified period, required additional training or re-examination, rejection or removal of the relevant service offer, restriction on sending Negotiated Cards, or restriction on accepting orders. Repeated violations, intentional deception, material loss, fabricated evidence, or refusal to correct may result in removal of some or all of the provider’s advertisements, suspension of settlement for relevant orders, restriction of account functions, suspension of service, temporary or permanent account banning, or termination of Platform services. If unlawful or criminal conduct is suspected, the Platform may preserve evidence and report the matter to or cooperate with the competent authority in accordance with law.
A settlement hold must be limited to the orders and reasonable scope necessary to handle the dispute and control refund or compensation risk; the Platform may not freeze all funds unrelated to the event without justification. The Platform may implement a refund, damages payment, or agreed compensation payable to the buyer from unsettled proceeds of the disputed order, a provider security deposit, or other lawfully disposable funds only where published rules and a legally valid agreement with the provider clearly authorize that action in advance and establish fair determination, notice, and appeal procedures. Returning an amount paid by the buyer for unperformed service, compensating the buyer for actual loss, or recovering transaction income to which the provider was not entitled is part of resolving the order dispute; it is not a fine collected by the Platform and may not be converted into Platform revenue.
The Platform is neither an administrative authority empowered to impose administrative penalties nor an organization authorized by law or regulation to do so. It does not impose administrative fines on providers and may not collect a monetary penalty for its own account merely because a Negotiated Card was unclear, whether labeled a “fine,” “liquidated damages,” “management fee,” or otherwise. For such a violation, the Platform uses non-monetary management measures such as a correction reminder, re-examination, advertisement removal, restriction on sending cards or accepting orders, restriction of account functions, suspension of service, temporary or permanent account banning, or termination of Platform services. A refund, damages, or compensation owed by the provider to the buyer under law or contract is not a monetary penalty retained by the Platform.
Before issuing a warning or taking another measure that adversely affects a provider’s rights—including restricting order acceptance, removing an offer, holding settlement, suspending service, or terminating service—the Platform must inform the provider of the facts, reasons, and rules relied upon as required by law. If an interim measure must be taken first to control an urgent risk of property loss or evidence destruction, notice must be provided promptly afterward. The Platform must provide a convenient appeal channel, conduct a timely review, and communicate the outcome. If the provider requests a human determination, the Platform may not substitute an automated-system result for human review. If the Platform’s action was erroneous, it must promptly correct the action and restore the affected rights. An internal Platform determination does not affect either party’s right to pursue mediation, an administrative complaint, arbitration, or litigation in accordance with law.
No user may, in a refund, after-sales, or dispute process: (1) forge, alter, splice, or deliberately omit material context from chat records, screenshots, screen recordings, game settlement records, or refund evidence; (2) intentionally conceal a Refund and Case-Closure Confirmation that has been agreed and performed; (3) receive or attempt to receive duplicate refunds, damages, or special compensation for the same loss; (4) fabricate a loss that has not occurred, inflate an amount, or use another person’s order or materials; (5) interfere with normal handling by making bulk or continuously repetitive submissions after a human review has already been completed and without any new fact or evidence; or (6) use threats, insults, or harassment to compel the Platform or counterparty to pay an amount having no factual or rules-based basis.
If, after human review and an opportunity for the user to explain, the Platform confirms conduct described above, it may, according to severity, merge or close duplicate tickets, issue a warning, limit repetitive submissions relating to the same order, restrict certain account functions, suspend services, temporarily or permanently ban the account, or terminate Platform services. If unlawful or criminal conduct is suspected, the Platform may preserve materials and report the matter to or cooperate with the competent authority in accordance with law. The Platform may not collect a monetary penalty for its own account under the label of a fine, liquidated damages, management fee, or otherwise, and may not retaliate against a user for exercising a legitimate right to appeal, complain, arbitrate, or litigate.
A provider may not characterize every assertion of actual loss, submission of evidence constituting a new matter, or lawful use of a mandatory appeal or correction channel as a “malicious claim,” and may not compel a buyer to abandon a lawful claim by refusing a due refund, withholding an amount due, harassing the buyer, disclosing personal information, or using another improper method. If a provider fabricates a closure record, induces a buyer to confirm a generalized waiver that was not fully displayed, or retaliates against a buyer for a lawful appeal, complaint, arbitration, or litigation, the Platform may take corresponding action against the provider under these Rules.
法律依据：《中华人民共和国民法典》第七条、第一百三十二条；《中华人民共和国电子商务法》第五条、第五十九条、第六十三条；《网络交易平台规则监督管理办法》第十八条至第二十一条、第三十条。 Legal basis: Articles 7 and 132 of the Civil Code of the People’s Republic of China; Articles 5, 59, and 63 of the E-Commerce Law of the People’s Republic of China; and Articles 18 to 21 and 30 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
十、风险提示与责任边界
X. Risk Disclosures and Allocation of Responsibility
These Rules, the Platform service agreements, and the civil relationship between a user and the Platform operator arising from Platform services, order administration, payment and settlement assistance, refund handling, Platform-internal adjudication, or account administration are governed by the laws and regulations in force in Mainland China, except where another law must apply.
The user and the Platform operator agree that any contractual or other property-rights dispute between them arising out of or relating to these Rules, a Platform service agreement, Platform services, order administration, payment and settlement assistance, refund handling, Platform-internal adjudication, or account administration that cannot be resolved through negotiation and is brought before a people’s court shall be subject to the jurisdiction of the competent people’s court at the Platform operator’s domicile when the user accepted this version of the Rules. The Platform operator is currently registered as domiciled in Sanhe City, Langfang City, Hebei Province. If the user accepts this version while that registered domicile remains in effect, an action must be brought before a competent people’s court in Sanhe City, Hebei Province, to the extent this jurisdiction agreement is legally valid and applies to the specific dispute. That location is the defendant Platform operator’s domicile and has the legally required actual connection with a dispute between the user and the Platform operator. A later change in the Platform operator’s domicile does not, in principle, change the place of jurisdiction fixed when the user accepted this version, unless the parties make another legally valid written agreement or the law provides otherwise.
A direct dispute between a buyer and a provider under the underlying service contract is not automatically subject to the preceding jurisdiction agreement concerning the Platform operator’s domicile merely because the parties use the Platform, place an order on the Platform, or accept these Rules. If such a dispute is brought before a people’s court, jurisdiction will be determined under the laws of civil procedure, unless the buyer and provider have separately made a legally valid written jurisdiction agreement for their direct service contract, in which case that agreement controls. A separate legally valid arbitration agreement will be handled in accordance with law. Naming the counterparty as a defendant does not automatically make the Platform a party to the action, a joint provider of the underlying service, or a party liable for damages. Whether the Platform is joined and whether it bears liability will be determined according to the specific facts and applicable law.
This jurisdiction agreement may not violate rules on hierarchical jurisdiction, exclusive jurisdiction, specialized-court jurisdiction, centralized jurisdiction, or any other mandatory statutory jurisdiction, and may not exclude a consumer’s lawful right to complain, seek mediation, or pursue another statutory remedy. If a law, regulation, judicial interpretation, or people’s court lawfully determines that this agreement is invalid, inapplicable, or that another people’s court has jurisdiction over the specific dispute, that rule or determination controls. Jurisdiction is ultimately examined and determined by the court before which the action is brought; these Rules do not guarantee that any particular court will accept a case.
The full text of these Rules must remain continuously published on the Platform’s official website through a separate, stable, and directly accessible page or link that allows users to conveniently review, search, save, and download the complete text. The publication page must identify the title, version number, publication date, effective date, and Platform operator. In each of the four triggering circumstances specified in Section 3.4, the Platform must send an in-Platform system notice containing a direct version-specific link to the complete Rules applicable to that transaction at that time. A later amendment may not silently overwrite, conceal, or replace the version applicable to a historical order. The order snapshot must record the applicable version number and link, and historical versions must remain searchable and downloadable throughout the statutory retention period.
If the buyer proactively prepares a Negotiated Card, the Platform must send the buyer an in-Platform system notice containing a direct link to the applicable version of these Rules when the buyer enters the card-sending flow and no later than before the buyer clicks “Send Order Card.” This card-sending notice evidences that the Platform provided the buyer an opportunity to review the Rules when proposing the transaction terms. Sending the card by itself only constitutes the corresponding transaction proposal and does not replace the payment confirmation required by this Section.
Before the buyer pays an order, regardless of which party initiated the Negotiated Card, the Platform must again send the buyer an in-Platform system notice containing a direct link to the applicable Rules version. The notice title and payment page must prominently state that the linked Rules contain matters materially affecting the user, including the Platform’s role, payment and settlement, refunds, in-game economic loss, internal Platform adjudication, governing law, litigation jurisdiction, and the boundary of external remedies. Clear text near the payment button must state: “By paying, you acknowledge that you have read and agree to the version of the Transaction Rules and Rights Protection Policy linked to this order.” If the system notice has been effectively delivered to the buyer’s Platform account, the Platform has provided a reasonable opportunity to review it, the reminder remains visible, and the buyer voluntarily completes payment, payment constitutes the buyer’s consent by data message to the linked Rules version. A prior notice of the same version triggered when the buyer sent a card does not remove the requirement to send this further pre-payment notice.
If a provider proactively prepares a Negotiated Card, the Platform must send the provider an in-Platform system notice containing a direct link to the applicable Rules version when the provider enters the card-sending flow and no later than before the provider clicks “Send Order Card.” If the buyer prepares and sends the card to the provider’s account, the Platform must generate the notice when the card enters that account and deliver the direct version-specific link no later than before the provider clicks “Accept Order.” Both paths must provide a reasonable opportunity to review the Rules and must again state prominently near the applicable action button: “By sending this Order Card or accepting this order, you acknowledge that you have read and agree to the version of the Transaction Rules and Rights Protection Policy linked to this order.” If the notice has been effectively delivered, the Rules can be reviewed in full, the reminder remains visible, and the provider voluntarily sends the card or clicks “Accept Order,” that action constitutes the provider’s consent by data message to the linked Rules version. The buyer’s subsequent confirmation of a provider-issued card or payment cannot substitute for the provider’s consent.
The four notice-triggering circumstances described above are: the buyer sends a Negotiated Card, the buyer pays the order, the provider sends a Negotiated Card, and the provider accepts the order. Each trigger must generate a separate, retrievable system notice and delivery record using the specific version link locked to the same transaction. The notice may contain only the title, material-matter reminder, version information, and direct link, without reproducing the complete Rules in the message body. The link must, however, remain valid, directly open the complete Chinese and English Rules, and not be silently redirected to another version after the user completes the relevant action.
The Platform does not make the buyer’s or provider’s actual word-by-word reading of these Rules a technical condition for completing the transaction. It must, however, be able to prove effective delivery, prominent notice, access to the complete terms, and the affirmative confirmation action specified in this Section. If the system notification was not effectively delivered, the link was invalid or pointed to the wrong version, a key notice was obscured, the user could not reasonably review the full text before confirming, or the payment, sending of a Negotiated Card, or order acceptance was not performed by the account holder or a validly authorized person, the corresponding action alone may not be used to presume legally effective consent to the linked Rules version. Delivery of a system notice proves only that the Platform gave the relevant user notice and an opportunity to review; it does not by itself establish consent. Consent remains determined from the affirmative conduct separately specified in this Section—buyer payment, provider card sending, or provider order acceptance—and the relevant facts.
A system notification is effectively delivered when it has fully entered the recipient’s in-Platform message center and is retrievable, identifiable, and capable of being opened. The delivery time is the time shown in the Platform system’s successful-delivery record; actual opening of the notice or word-by-word reading of the Rules is not a condition of effectiveness. The Platform must retain the sender, recipient account and role, trigger type, related Negotiated Card or order, notice title and content, destination link, applicable version, sending time, time of successful entry into the message center, and delivery status. Publication of a link on the official website or in the main-site footer alone, without the four categories of system notice and prominent action-page reminder required by this Section, may not by itself establish that the Platform fulfilled its individual-notice or special-notice duty for the transaction.
Before a user agrees to these Rules, the Platform must draw the user’s attention to this Section through bold text, a separate notice, or another prominent method; explain it upon request; and ensure that the user can conveniently and completely read and download these Rules. The Platform may not obtain consent to this jurisdiction clause through a preselected box, concealed presentation, or a method that unreasonably increases the cost of protecting rights. The Platform must retain records of the page on which the clause was displayed, the prominent-notice method, the Rules version number, the user account, the confirmation time, and any request for and response providing an explanation, and bears the burden of proving lawful performance of the notice and explanation duties. The mere use of a checkbox, pop-up, or similar interaction does not by itself prove performance of those duties. If the Platform fails to perform its reasonable notice and explanation duties, or if this Section unreasonably excludes or restricts a consumer’s principal rights, the matter will be handled in accordance with law.
The commencement of litigation does not by itself suspend an effective Platform-internal adjudication or a necessary Platform measure taken to control an ongoing risk of fund transfer, expansion of loss, or destruction of evidence. If a people’s court issues property preservation, conduct preservation, an effective judgment, or another decision that must be implemented by law, or if law otherwise provides, the Platform shall comply and adjust the internal Platform outcome accordingly.
法律依据：《中华人民共和国民事诉讼法》第三十五条；《最高人民法院关于适用〈中华人民共和国民事诉讼法〉的解释》第二十九条至第三十二条；《最高人民法院关于部分民事案件管辖适用法律有关问题的批复》第一条；《中华人民共和国民法典》第一百三十七条、第一百四十条、第四百六十五条、第四百六十九条、第四百九十一条、第四百九十六条至第四百九十八条；《最高人民法院关于适用〈中华人民共和国民法典〉合同编通则若干问题的解释》第十条；《中华人民共和国电子商务法》第三十一条、第三十三条、第四十八条、第五十条；《中华人民共和国消费者权益保护法》第二十六条；《中华人民共和国消费者权益保护法实施条例》第十七条；《网络交易平台规则监督管理办法》第七条、第八条、第十条至第十六条、第三十条。 Legal basis: Articles 137, 140, 465, 469, 491, and 496 to 498 of the Civil Code of the People’s Republic of China; Article 35 of the Civil Procedure Law of the People’s Republic of China; Articles 29 to 32 of the Interpretation of the Supreme People’s Court on the Application of the Civil Procedure Law of the People’s Republic of China; Article 1 of the Reply of the Supreme People’s Court on Issues Concerning the Application of Law on Jurisdiction in Certain Civil Cases; Article 10 of the Interpretation of the Supreme People’s Court on Several Issues Concerning the Application of the General Provisions on Contracts of the Civil Code of the People’s Republic of China; Articles 31, 33, 48, and 50 of the E-Commerce Law of the People’s Republic of China; Article 26 of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests; Article 17 of its Implementing Regulations; and Articles 7, 8, 10 to 16, and 30 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
十一、规则更新与生效
XI. Amendments and Effective Date
11.1 版本信息、发布状态与初次生效
11.1 Version Information, Publication Status, and Initial Effectiveness
The Platform must assign a separate and unique version number to these Rules and each amended version, and prominently display on the Rules page the title, version number, document status, Platform operator, publication date, effective date, and scope of application. The publication date is the date on which the Platform formally publishes the finalized text and begins the legally required publication procedure. The effective date is the date on which that version begins to apply to the relevant Platform services or new transactions after completion of the applicable public-comment, advance-publication, prominent-notice, and transition-period procedures. Unless expressly stated otherwise, a “day” in this Chapter means a consecutive calendar day, calculated according to Beijing time.
The current version of these Rules has been formally published by the Platform operator and will become the currently effective Platform rules from the effective date stated below for new transactions and Platform-service conduct within its scope. Before that date, this version is published pending effectiveness so that relevant parties can review the complete text in advance and submit comments. The public page, on-platform system notices, order snapshots, and downloadable text must use the same version number, text, and checksum. Repository timestamps, internal revision records, or unpublished text do not replace the following formal publication information:
规则意见反馈页面或其他书面反馈渠道 / Rules-feedback page or other written feedback channel：平台官网客服和站内客服通道 / Official website customer-service and on-platform customer-service channels
The initial version of these Rules applies in principle only to matters that, after its effective date, are lawfully displayed to the relevant user and incorporated into the Platform-service relationship or a specific transaction, and to Platform-service conduct occurring after that date. An order formed, paid for, accepted, or already in performance before the effective date is handled under Section 11.7. If a law, regulation, or lawful decision of a competent authority contains mandatory provisions governing temporal effect, those provisions control.
法律依据：《中华人民共和国电子商务法》第三十二条至第三十四条；《中华人民共和国民法典》第一百三十七条、第一百六十条、第四百六十五条；《网络交易平台规则监督管理办法》第五条、第七条、第十条至第十三条。 Legal basis: Articles 32 to 34 of the E-Commerce Law of the People’s Republic of China; Articles 137, 160, and 465 of the Civil Code of the People’s Republic of China; and Articles 5, 7, and 10 to 13 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
11.2 持续公示、便利查阅与重大利害关系条款提示
11.2 Continuous Publication, Convenient Access, and Notice of Material Terms
The Platform must continuously publish information concerning the currently effective version of these Rules, or a clear link directly leading to that version, in a prominent location on the homepage of its website, application, and any other entry point that legally constitutes part of the online transaction platform. Buyers, providers, and other relevant users must be able to conveniently and completely review, search, save, and download the Rules. The Rules page may not provide only partial screenshots that cannot be copied, or obstruct access to the complete text through concealed multi-layer navigation, invalid links, mandatory registration before viewing, or another unreasonable method.
In addition to the prominent homepage publication required above, every public page of the main website must continuously display in its footer a clearly named and directly clickable “Transaction Rules and Rights Protection” entry. That footer entry should lead to a permanent Rules center or current-version index page. The Rules center must provide the currently effective version, any published version pending effectiveness, public-comment drafts, and historical versions that remain subject to retention. The footer entry is a continuous-publication and public-access channel; it does not replace the four categories of in-Platform system notice required by Sections 3.4 and 10.1 or prominent notice of materially significant terms.
The transaction-specific version link in a system notice and the page reached from the main-site footer must use a lawful and valid web address compatible with the Platform’s technical environment. After a user clicks from a mini program, the page must be capable of opening through an in-mini-program webpage, a lawfully permitted system browser, or another clearly identified path provided by the Platform. A user opening the link from a mini program must be able to view the same complete Chinese and English text, version number, publication date, and effective date available on the main website; the Platform may not show only a summary, images, or truncated mobile content. If a mini-program environment, domain configuration, or third-party rule temporarily prevents direct opening, the Platform must provide before the relevant action a clear copy-link, open-in-external-browser, or other workable path and restore direct access promptly. The Platform may not rely on a mini-program technical limitation to omit the Rules notice, reduce the completeness of display, or redirect the link to an unlocked latest version.
Terms concerning Platform charges, payment and settlement of order funds, refunds, damages or special compensation, evidentiary responsibilities, internal Platform adjudication, appeals, account restrictions or termination, personal-information processing, governing law, litigation jurisdiction, limitations of liability, and other matters materially affecting users must be prominently identified through bold text, separate headings, summary notices, comparative explanations, or another method reasonably sufficient to attract attention. The Platform must clearly explain such terms upon request. It may not evade its notice and explanation duties by using reduced font size, low contrast, obscured content, preselected consent, default consent, misleading click design, or a refusal option that is materially more difficult to use.
The Rules page must provide a table of contents, keyword search, or in-page search functionality appropriate to the scale of the Platform and length of the Rules. The Chinese and English versions must be displayed in corresponding form. The Platform may not highlight adverse terms only in one language or reduce the degree of notice by omitting a material restriction from the English translation.
法律依据：《中华人民共和国电子商务法》第三十一条、第三十三条、第五十条；《中华人民共和国民法典》第四百九十六条至第四百九十八条；《网络交易平台规则监督管理办法》第七条至第九条、第十五条、第十六条；《中华人民共和国消费者权益保护法》第二十六条。 Legal basis: Articles 31, 33, and 50 of the E-Commerce Law of the People’s Republic of China; Articles 496 to 498 of the Civil Code of the People’s Republic of China; Articles 7 to 9, 15, and 16 of the Measures for the Supervision and Administration of Online Transaction Platform Rules; and Article 26 of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests.
11.3 普通制定、修改与公开征求意见程序
11.3 Ordinary Rulemaking, Amendment, and Public-Comment Procedure
When making or amending these Rules, the Platform must publicly solicit comments in a prominent location on the homepage of its website and application. The public-comment page must at minimum publish the complete proposed text, reasons for the proposal, a summary of principal changes, a comparison of old and new provisions, the users and business areas likely to be affected, the proposed effective date, the comment deadline, and the method for submitting comments. It must provide an online form capable of receiving written comments and necessary attachments, an official email address, or another stable and usable feedback channel. The Platform must allow the necessary time and provide the technical support required for relevant parties to express their views fully and in a timely manner; it may not accept only preset responses while refusing specific written comments.
The final text of an ordinary rule or ordinary amendment must be published at least seven days before implementation. The text, explanation of changes, and feedback channel must remain continuously accessible throughout the publication period. If, during that period, the Platform makes a substantive change that may increase user obligations, reduce user rights, or expand the scope of application, the applicable advance-publication period must restart for the substantively revised text. Correction of a typographical error, link, or formatting error that does not change meaning does not restart the period, but a record of the correction must be retained.
The Platform must comprehensively and accurately organize and summarize comments received, fully incorporate reasonable comments, and explain reasonable grounds for not adopting principal comments having significant impact. Public-comment drafts, submission records, comment summaries, review and disposition records, adoption decisions, reasons for non-adoption, and final texts must be retained for at least three years from the close of the comment period. Before comment materials are made public, unnecessary personal information, trade secrets, and content that may not lawfully be disclosed must be removed or masked.
法律依据：《中华人民共和国电子商务法》第三十四条；《网络交易平台规则监督管理办法》第十条至第十二条；《中华人民共和国个人信息保护法》第六条、第十三条、第二十八条。 Legal basis: Article 34 of the E-Commerce Law of the People’s Republic of China; Articles 10 to 12 of the Measures for the Supervision and Administration of Online Transaction Platform Rules; and Articles 6, 13, and 28 of the Personal Information Protection Law of the People’s Republic of China.
11.4 重大修改、十五日公示与合理过渡期
11.4 Material Amendments, Fifteen-Day Publication, and Reasonable Transition Period
If a rule affects a very large number of users, contains numerous changes, or concerns important rights and interests of relevant parties, the Platform must use the material-amendment procedure and publish the final text at least fifteen days before implementation. If there is reasonable doubt whether an amendment is material, the Platform should in principle apply the fifteen-day period and the more protective standard. Material amendments include, without limitation, changes that may substantially alter: the items, standards, or allocation of Platform charges; payment, refunds, settlement holds, or settlement cycles; principal rights and obligations of buyers or providers; treatment of in-game economic loss or special compensation; burdens of proof, internal Platform adjudication, or appeals; account restrictions, bans, or service termination; processing of personal information or network data; governing law, litigation jurisdiction, or external remedies; limitations of Platform liability; or provider admission, ranking, removal, or exit conditions materially affecting independent business operations.
If an amendment may materially affect important rights or interests of relevant parties, the Platform must, in addition to the fifteen-day advance-publication requirement, establish a reasonable transition period based on the degree of impact, time needed for migration or exit, number of outstanding orders, fund-settlement cycles, and difficulty of technical adjustment. The transition period may not be merely nominal; it must give buyers and providers a practical opportunity to complete ongoing transactions, download records, adjust service offerings, stop entering into new transactions, withdraw amounts lawfully eligible for settlement, or exit. Material matters must also be subject to regular consultation through periodic meetings, discussions, questionnaires, communication with representative users, or another appropriate method, and the comments collected must be handled under Section 11.3.
The Platform may not unilaterally amend its Rules during an agreed consumer membership term to impose an additional charge or reduce a promised membership benefit. An amendment concerning fee items, charging rules, or fee standards must also comply with special pricing and platform-fee requirements. If a period specified in this Chapter is shorter than that required by a special rule, the longer or more protective period applies.
法律依据：《网络交易平台规则监督管理办法》第十二条、第十三条、第十七条、第三十二条；《中华人民共和国电子商务法》第三十四条、第三十五条；《互联网平台价格行为规则》第六条、第二十九条。 Legal basis: Articles 12, 13, 17, and 32 of the Measures for the Supervision and Administration of Online Transaction Platform Rules; Articles 34 and 35 of the E-Commerce Law of the People’s Republic of China; and Articles 6 and 29 of the Internet Platform Pricing Conduct Rules.
11.5 修改通知的送达与用户同意
11.5 Delivery of Amendment Notices and User Consent
Where public comment or advance publication on the homepage is legally required, an in-Platform notice, text message, email, or private customer-service communication may not replace homepage publication. Sending an individual notice does not relieve the Platform of its duty to continuously publish the complete Rules. For amendments to fees, refunds, settlement, compensation, dispute resolution, account termination, personal-information processing, jurisdiction, or another materially significant term, the Platform must, in addition to homepage publication, send an in-Platform system notification to affected registered users where reasonably practicable. If a user has provided and consented to the use of a valid email address or mobile number for such notices, the Platform may also send an email or text reminder.
When an amended version has lawfully taken effect and is to apply to a new Negotiated Card or order, the Platform must still send a system-notice link to the version locked to that transaction separately at each of the following four events under Sections 3.4 and 10.1: buyer card sending, buyer payment, provider card sending, and provider order acceptance. Publication of the amendment, an amendment notice, a user’s prior confirmation of an earlier version, or the main-site footer entry does not replace those four transaction-specific notices. Receipt of a link when a buyer sends a card is a notice trigger and does not by itself establish that the buyer accepted the new version; the buyer’s affirmative agreement remains determined from payment or another affirmative confirmation expressly provided by these Rules.
Receipt and delivery of an in-Platform system notice are determined under Sections 3.4 and 10.1. The notice must contain the version number, principal changes, publication date, effective date, scope of application, method for exiting or terminating the relevant service, and direct links to the current and historical versions. If the notice or link did not enter the user’s designated system, could not be opened normally, pointed to the wrong version, or failed to display a material amendment completely, the corresponding delivery record may not be relied upon as proof of effective individual notice.
For an amendment that increases a user’s obligations or reduces a user’s rights, the Platform may not obtain consent through a preselected box, silence deemed to constitute consent, a compulsory pop-up with no refusal path, or another coercive or misleading method. If an amendment must legally become part of the contract between the user and the Platform, the Platform must obtain a clear affirmative act of confirmation before applying it to the user’s new transaction or relevant service. Buyer consent through payment and provider consent through sending a Negotiated Card or accepting an order are governed by Section 10.1, but can confirm only the version correctly displayed and locked to that order; one party’s action cannot substitute for the other party’s consent or constitute agreement to a future version. A purely beneficial amendment that neither increases user obligations nor reduces user rights may lawfully take effect after completion of the publication procedure without making “consent” an obstacle to continued use of all existing functions.
法律依据：《中华人民共和国民法典》第一百三十七条、第四百九十六条至第四百九十八条；《中华人民共和国电子商务法》第三十三条、第三十四条、第四十八条；《网络交易平台规则监督管理办法》第七条、第八条、第十条、第十二条、第十六条。 Legal basis: Articles 137 and 496 to 498 of the Civil Code of the People’s Republic of China; Articles 33, 34, and 48 of the E-Commerce Law of the People’s Republic of China; and Articles 7, 8, 10, 12, and 16 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
11.6 历史版本锁定、保存与查阅
11.6 Locking, Retention, and Access to Historical Versions
The Platform may not silently overwrite, delete, conceal, or rewrite a Rules version that has been published or applied to a historical order. Each version must be preserved as a fixed, identifiable, and independently accessible historical page or file stating its version number, publication and effective times, expiration or replacement time, scope of application, and a summary of principal changes. Where technically feasible, the Platform should retain a file checksum, webpage snapshot, or another record capable of verifying integrity. Any correction to a typographical error, link, or formatting issue after publication must also be traceable; content that may affect the meaning of a term may not be altered without a record.
When amending the Rules, the Platform must completely retain all historical versions existing during the three years preceding the effective date of the amended version and ensure that buyers and providers can conveniently and completely review and download them. If a historical version still applies to an incomplete order, unsettled amount, pending after-sales matter or dispute, or otherwise remains legally necessary, it must be retained until that matter is concluded and the applicable statutory retention period has expired; it may not be deleted merely because more than three years have passed. A Rules version and order snapshot relating to a specific transaction must be retained for at least three years after completion of that transaction, or for a longer period if required by law or regulation.
The order file must record the Rules version number and link delivered to and confirmed by each buyer and provider, together with the display page, notice method, and time. Where both parties must be governed by the same version, the system may not lock different versions for the buyer and provider. If a version transition creates an inconsistency, the Platform must either continue to lock the earlier version or redisplay the same version to both parties and obtain any legally required confirmation before the transaction is formed or paid.
法律依据：《中华人民共和国电子商务法》第三十一条、第三十三条、第三十四条、第六十二条；《网络交易平台规则监督管理办法》第十一条、第十五条；《中华人民共和国电子签名法》第五条至第八条。 Legal basis: Articles 31, 33, 34, and 62 of the E-Commerce Law of the People’s Republic of China; Articles 11 and 15 of the Measures for the Supervision and Administration of Online Transaction Platform Rules; and Articles 5 to 8 of the Electronic Signature Law of the People’s Republic of China.
11.7 存续订单、有利规则与强制性法律变更
11.7 Outstanding Orders, Beneficial Rules, and Mandatory Changes in Law
An order is governed in principle by the same Rules version that the system locked during formation of the transaction, separately displayed to the buyer and provider, and lawfully incorporated through each party’s confirmation. A new version may not retroactively increase payment, compensation, evidentiary, fee, or other obligations of a party to an outstanding order; retroactively shorten a refund, appeal, settlement, or external-remedy period; or retroactively alter the legal effect of completed performance, refund, settlement, or internal Platform adjudication. A specific supplemental agreement lawfully made by the parties after order formation governs the matters it expressly changes, while the original Rules and order snapshot continue to govern all unchanged matters.
If a new version changes only an internal operating step, page entry, or case-routing method and does not reduce either party’s substantive rights, alter the burden of proof, extend a deadline adversely affecting a user, or affect an accrued right, the Platform may apply that procedural improvement to a pending matter. It must explain the change to affected users and preserve the validity of actions already completed under the prior process. If a new version provides a longer application period, lower charge, greater protection, or another purely beneficial treatment to a buyer or provider without reducing an accrued right of the counterparty, the Platform may apply it consistently to equivalent outstanding matters as stated in the published notice or allow the beneficiary to opt in. It may not selectively grant the benefit only to particular users in an unreasonably discriminatory manner.
A newly enacted or amended law, administrative regulation, judicial interpretation, departmental rule, or decision of a competent authority that mandatorily applies to outstanding orders will be implemented according to its effective date and rules of temporal effect. A portion of the prior Rules conflicting with a mandatory provision ceases to apply, but the Platform may not use “change in law” as a pretext to expand an amendment adverse to users. Matters for which mandatory law does not require retrospective adjustment remain governed by the version applicable to the original order. If an adjustment is necessary, the Platform must identify the legal basis, affected terms, persons to whom it applies, commencement time, and treatment of outstanding orders.
法律依据：《中华人民共和国民法典》第一百五十三条、第四百六十五条、第五百零九条、第五百四十三条；《中华人民共和国电子商务法》第三十四条、第四十八条、第四十九条；《网络交易平台规则监督管理办法》第十三条至第十六条。 Legal basis: Articles 153, 465, 509, and 543 of the Civil Code of the People’s Republic of China; Articles 34, 48, and 49 of the E-Commerce Law of the People’s Republic of China; and Articles 13 to 16 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
11.8 紧急措施与紧急规则调整
11.8 Emergency Measures and Emergency Rule Adjustments
If a law or regulation takes immediate effect, a competent authority issues a lawful requirement, a material cybersecurity or data-security event occurs, a payment channel suffers a material disruption, unlawful or criminal activity is suspected, an ongoing threat to personal or property safety exists, or another emergency may materially expand loss unless addressed immediately, the Platform may first take temporary risk-control measures to the necessary, reasonable, and proportionate extent. Such measures may include suspending new orders, suspending an affected function, blocking an abnormal transaction, holding settlement of a relevant order, preserving evidence, or implementing a competent-authority instruction. The Platform must explain to affected users as soon as practicable the principal facts, reasons, Rules or legal basis, scope, expected duration, and available appeal channel. When the emergency ends, measures no longer necessary must be promptly lifted and erroneous action corrected.
A temporary emergency measure does not by itself permanently amend these Rules. If the Platform seeks to convert an emergency arrangement into a generally and continuously applicable rule, it must still perform the legally required public-comment, seven-day or fifteen-day advance-publication, and reasonable-transition procedures. Existing law does not generally waive those procedures merely because the Platform itself labels a situation “urgent.” Mandatory content may be implemented earlier only where a law, regulation, or decision of a competent authority expressly requires earlier implementation, or immediate action is objectively required to perform a mandatory security duty.
Where immediate adjustment is mandatory, the Platform must publish, at the earliest reasonably practicable time, the adjustment, governing legal or official basis, reason for immediate effect, scope of impact, treatment of outstanding orders, and expected restoration or review time. Once emergency conditions permit, it must supplement any public-comment and consultation procedures that remain capable of performance. An emergency adjustment may not retroactively impose a new charge, confiscate user funds, release the Platform from an accrued responsibility, or reduce an accrued right to refund, damages, settlement, or remedy, unless mandatory law or a lawful decision of a competent authority requires otherwise.
法律依据：《中华人民共和国电子商务法》第三十条、第三十四条；《中华人民共和国民法典》第七条、第一百五十三条、第五百零九条；《网络交易平台规则监督管理办法》第五条、第十二条、第十三条、第十八条至第二十条。 Legal basis: Articles 30 and 34 of the E-Commerce Law of the People’s Republic of China; Articles 7, 153, and 509 of the Civil Code of the People’s Republic of China; and Articles 5, 12, 13, and 18 to 20 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
11.9 不接受修改、用户退出与平台终止经营
11.9 Rejection of an Amendment, User Exit, and Platform Cessation
If a buyer or provider rejects an amendment and requests to leave the Platform or terminate the related service affected by the amendment, the Platform may not obstruct the request through unreasonable conditions, delayed account closure, withholding of amounts lawfully eligible for settlement, a requirement to waive complaint or litigation rights, or another improper method. Exit does not affect performance, refund, settlement, dispute resolution, record retention, or liability already arising from an order formed before exit. Paid Platform services collected but not yet provided must be handled under the Rules existing before the amendment and according to actual performance. Any amount refundable by law or contract must be refunded on an actual basis without deliberate delay or unreasonable refusal.
After a user exits, the Platform may restrict the account from creating new orders to the extent necessary to complete pending matters and perform statutory retention duties. It must, however, provide a reasonable way to handle outstanding orders, check refund and settlement status, download records lawfully available to the user, and use complaint or appeal channels. Exit does not release a user from payment, performance, refund, damages, or other lawful liability arising before exit, and does not affect the user’s lawful claims.
If the Platform operator voluntarily ceases its e-commerce business, it must continuously publish a prominent notice on the homepage for at least thirty days in advance. The notice must specify when new transactions will stop, how outstanding orders will be handled, how order refunds and settlement will proceed, available complaint and after-sales channels, user-record download arrangements, personal-information and transaction-record retention or deletion arrangements, and a subsequent contact. The Platform may not rely on cessation of business to refuse a refund, settlement, evidence-production, personal-information protection, or another responsibility required by law. If revocation of a permit, an official closure order, a material security incident, or another abnormal event makes planned cessation impossible, the Platform must still notify users promptly and properly address their rights to the extent permitted by law and objective circumstances.
法律依据：《中华人民共和国电子商务法》第十六条、第三十一条、第三十四条；《网络交易平台规则监督管理办法》第十四条；《中华人民共和国民法典》第五百零九条、第五百五十八条。 Legal basis: Articles 16, 31, and 34 of the E-Commerce Law of the People’s Republic of China; Article 14 of the Measures for the Supervision and Administration of Online Transaction Platform Rules; and Articles 509 and 558 of the Civil Code of the People’s Republic of China.
11.10 部分无效、违法条款与可分割性
11.10 Partial Invalidity, Unlawful Terms, and Severability
If any provision of these Rules is expressly superseded by law or regulation, or lawfully determined by a competent authority to be invalid, voidable, inapplicable, or unenforceable, it will be handled in accordance with that law or decision. If partial invalidity does not affect the validity of the remainder, the remainder continues in effect. Severability does not apply if the invalid portion is inseparable from the remainder or if continued application would cause manifest unfairness, defeat the contractual purpose, or infringe a statutory right.
Where a term is invalid or inapplicable, the corresponding mandatory law, a legally valid specifically negotiated agreement, and rules capable of preserving transactional fairness and contractual purpose apply in that order as appropriate. The Platform may not unilaterally rewrite an invalid provision into a new obligation adverse to users through a customer-service explanation, back-end configuration, or case-specific Super Administrator decision. A new generally applicable term must be made through the rulemaking or amendment procedure in this Chapter. Partial invalidity does not affect a user’s lawful right to seek return of property, damages, or another remedy.
法律依据：《中华人民共和国民法典》第一百五十三条至第一百五十七条、第四百九十七条、第四百九十八条；《网络交易平台规则监督管理办法》第五条、第三十条。 Legal basis: Articles 153 to 157, 497, and 498 of the Civil Code of the People’s Republic of China; and Articles 5 and 30 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
11.11 中英文文本、解释规则与平台解释边界
11.11 Chinese and English Texts, Rules of Interpretation, and Limits on Platform Explanations
These Rules are published with Chinese text first and English text below. The Chinese text is the official Rules text used by the Platform in Mainland China, while the English text assists English-speaking users in understanding the Rules. If the texts differ, the Chinese text controls to the extent permitted by law. The Platform may not, however, use an erroneous, omitted, or materially inaccurate English translation to unfairly increase obligations or reduce the rights of a user who reasonably relied on the Platform’s official English text. If the Platform discovers a translation discrepancy that may affect user rights or obligations, it must promptly correct it, record the correction, and determine according to the impact whether the notice or publication procedure must be performed again.
These Rules must be interpreted in light of the ordinary meaning of their words, context, purpose, specific order terms, individually negotiated agreements, course of dealing, actual performance, and the principle of good faith. If a standard term is reasonably capable of two or more interpretations, it must be interpreted against the party providing the standard term as required by law. A specifically negotiated term prevails over an inconsistent general standard term to the extent required by law. No interpretation may exclude mandatory law, reduce a consumer’s statutory rights, or alter liability the Platform must bear by law.
The Platform may publish help-center explanations, frequently asked questions, flowcharts, operating examples, or customer-service responses to explain the current Rules. Such materials may not, without following this Chapter, create a new generally applicable obligation, impose a charge, shorten a deadline, expand an account measure, or reduce user rights. If explanatory material conflicts with these Rules, the legally effective Rules control; if the Rules conflict with law or regulation, the law or regulation controls. An internal Platform adjudication made by a Super Administrator for a specific order has effect only within the Platform’s administration of that order. It is not a final interpretation of law or regulation and does not replace a determination lawfully made by a people’s court, arbitral institution, or administrative authority.
法律依据：《中华人民共和国民法典》第一百四十二条、第四百六十六条、第四百九十六条至第四百九十八条；《最高人民法院关于适用〈中华人民共和国民法典〉合同编通则若干问题的解释》第一条、第十条；《网络交易平台规则监督管理办法》第五条、第八条、第二十一条。 Legal basis: Articles 142, 466, and 496 to 498 of the Civil Code of the People’s Republic of China; Articles 1 and 10 of the Interpretation of the Supreme People’s Court on Several Issues Concerning the Application of the General Provisions on Contracts of the Civil Code of the People’s Republic of China; and Articles 5, 8, and 21 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.
11.12 规则意见、联系渠道与发布记录
11.12 Rules Feedback, Contact Channels, and Publication Records
The Platform must continuously provide a genuine, effective, and convenient Rules-feedback channel on the Rules homepage and in each public-comment notice, and must at minimum identify a Rules-feedback page, official email address, or another electronic channel capable of receiving written comments. If paper materials are accepted, a functioning mailing address must also be provided. The Rules-feedback channel is for comments on the making and amendment of Platform rules and does not replace the refund, after-sales, complaint, appeal, or emergency-security channel for a specific order. The Platform must distinguish the purposes of these channels and provide reasonable forwarding or routing guidance if a user submits a matter through the wrong channel.
The Rules publication record must include the Rules version, draft and final texts, publication page, homepage display method, beginning and end of the public-comment period, beginning and end of advance publication, material-amendment assessment, transition arrangements, notice-delivery records, comment-disposition records, internal approval record, formal effective time, and archive location of historical versions. The Platform must retain these materials for the statutory period and truthfully provide them when lawfully requested by a regulatory authority; it may not forge, backdate, or retrospectively fabricate a publication record.
A user’s submission of comments on the Rules does not affect the user’s lawful access to order after-sales service, internal Platform appeal, consumer complaint, mediation, arbitration, litigation, or another remedy. The Platform may not restrict an account, delay a refund or settlement, or take another retaliatory measure merely because a user criticizes the Rules, proposes an amendment, or lawfully reports a matter to a competent authority.
法律依据：《中华人民共和国电子商务法》第三十四条、第五十九条、第六十条；《网络交易平台规则监督管理办法》第十条、第十一条、第十七条、第二十条、第三十条。 Legal basis: Articles 34, 59, and 60 of the E-Commerce Law of the People’s Republic of China; and Articles 10, 11, 17, 20, and 30 of the Measures for the Supervision and Administration of Online Transaction Platform Rules.