innateSAGA Refund Policy

Thank you for choosing SAGA! To protect your rights, please read this policy carefully before using paid services (membership subscriptions, one-time content purchases, paid courses, live broadcast rewards, virtual gifts, etc.).

I. General Provisions

This policy applies to all platform payment transactions.

Due to the special nature of digital content and virtual goods and to protect the rights of content creators, our refund policy follows strict and limited principles.

Core Principles: Virtual goods/single-purchase content/membership subscription services generally do not support refunds, but support is provided for repairs if they cannot be viewed/used.

Whether to provide a refund is ultimately determined by innateSAGA based on the terms of this policy, the specific transaction circumstances, and applicable laws and regulations.

2. Refund Rules

Non-refundable situations

• All one-time purchases of virtual goods (including videos, live broadcast rewards, paid courses, virtual gifts, etc.): Once delivered (content is accessible), no refunds are given regardless of whether the content has been viewed/used.
• Membership subscription: The user has not watched any member content and the 7-day refund period has expired, or has watched any member content within the 7-day refund period; The user no longer uses the subscription service due to personal reasons (such as changes in interests, device/network issues, etc.);
• Deductions due to failure to cancel renewal in time (not watching member content for more than 7 days or having already watched content);
• Partial services have been used (such as viewing member content, downloading content, etc.);
• The account was blocked due to violation;
• The user cannot watch the video due to device/network issues.
• Others: accidental purchase, dissatisfaction with the content, forgetting to cancel renewal, etc.

3. Unable to watch after payment? We provide repair support!

We understand the frustration of not being able to watch purchased content. While virtual items are not refundable, we're committed to resolving the issue!

If any video, course, or other virtual content you purchased is not playing, accessible, or working properly:

Please try self-service troubleshooting first:

• Check the network
• Log in again
• Update APP/browser, clear cache

If the above methods do not work, please contact customer service by sending an email to service@innatesaga.com. Customer service will diagnose the cause of the problem and provide a fix or technical guidance.

IV. Refund Application Process

For email requests only, please send to service@innatesaga.com (specify "Refund Request" in the subject line).

Required information:

• SAGA platform account registration email address and full username
• Payment order number from payment terminals such as PayPal or Stripe
• Purchase content name
• Purchase date and amount
• Detailed reason for refund (subject to refund terms)
• Credentials: Screenshots of the user's homepage, payment records (PayPal/Stripe bills), or screenshots/screen recordings of the problem.

Processing procedures: The review usually takes 3-5 working days, and the results will be notified by email; if the refund is approved, the funds will be returned to the original account within 1-3 working days.

V. Disclaimer

If service interruptions occur due to force majeure (natural disasters, war, network failures, etc.), the platform will not be responsible for refunds, but may compensate and extend the membership period. This policy does not affect your statutory rights under the law (regional consumer protection laws are subject to those in Hong Kong).

If you have any questions or need technical support, please contact us at service@innatesaga.com !

innateSAGA Team

August 2025