Refund Policy

The payment processor and applicable terms depend on your billing location. For users in the European Union, EEA, United Kingdom, and Switzerland, payments are processed by Paddle.com Market Limited as Merchant of Record and are subject to this Policy together with Paddle's Buyer Terms and Paddle's Refund Policy.

If this Policy conflicts with Paddle's Buyer Terms or mandatory consumer protection law for Paddle-handled purchases, Paddle's Buyer Terms and the applicable law prevail. For all other regions, payments are processed by Stripe, Inc. or PayPal Holdings, Inc., and this Policy governs refund matters for those transactions.

• Paddle.com Market Limited for the European Union, EEA, United Kingdom, and Switzerland
• Stripe, Inc. or PayPal Holdings, Inc. for all other regions

sinomdb.com offers Pro and VIP subscription plans billed monthly and auto-renewing by default. Pro combines self-service database access with customer support, while VIP includes full database access and personalised human-assisted consultation.

All fees are prepaid at the start of each billing period. Cancellation stops future renewals but does not itself request a refund of the current billing period.

• Pro: USD $19.90/month, monthly auto-renewing, self-service database access plus customer support
• VIP: USD $99.90/month, monthly auto-renewing, full database access plus personalised human-assisted consultation

For the first payment only of a new Pro subscription, you may request a full refund within 7 calendar days of the transaction date, provided it is the first refund request on your account, you have not substantially consumed the service, and the request does not fall under a separate statutory regime.

A Pro request may be declined if, before submission, you viewed 10 or more complete physician profiles or full drug information records, performed 5 or more targeted paid searches, submitted one or more customer support tickets, or copied, exported, or systematically extracted paid content.

All Pro renewal charges are non-refundable except as provided in the mandatory full refund events section, the platform service failure section, or by mandatory applicable law.

• 7 calendar days for the first Pro payment only
• One-time goodwill refund request per account
• Substantial consumption includes meaningful paid content usage or support ticket submission

The VIP plan includes personalised, human-assisted consultation services, so its refund policy differs materially from Pro. For the first payment only of a new VIP subscription, you may request a full refund within 24 hours of the transaction date, provided substantive processing of your consultation has not yet begun.

Substantive processing begins when a representative is assigned to your account, a personalised response or recommendation is prepared or delivered, a physician schedule or appointment pathway is researched or communicated, or any first substantive individualised reply is sent through the ticket system.

Once substantive processing has begun, no refund is issued for that billing period regardless of whether the final response was satisfactory. All VIP renewal charges are non-refundable except as provided in the mandatory full refund events section, the platform service failure section, or by mandatory applicable law.

If you are located in the European Union, EEA, United Kingdom, or Switzerland, you have a statutory 14-day right of withdrawal from the date of the first paid charge. This right is administered by Paddle and is not subject to the commercial conditions applied to Pro or VIP refunds.

If a subscription includes a free trial, the statutory withdrawal window begins when the first paid charge occurs after the trial ends, not from the trial start date.

Where checkout asks you to start the service immediately and you expressly acknowledge that doing so may waive your withdrawal right once digital content is accessed or the service has been performed, that waiver may apply. If you did not see or acknowledge that confirmation, your full statutory withdrawal right remains intact.

• Immediate-service confirmation may waive withdrawal rights for consumed digital services
• Additional statutory cancellation periods may apply: South Korea 7 days, Brazil 7 days, Canada 7 days, Singapore 5 days
• Paddle administers these statutory rights for applicable transactions

We issue a full refund without dispute in the following circumstances: duplicate charge or duplicate order for the same subscription, billing error caused by a platform-side fault, payment processed but account not activated or access not granted, charge processed after a confirmed cancellation, or any other circumstance required by mandatory law.

To report a mandatory refund event, email [email protected] with your transaction details. We will verify and process these requests within 5 business days.

• duplicate charge or duplicate order for the same subscription
• Billing error caused by a platform-side system fault
• Payment processed but account not activated or access not granted
• Charge processed after a confirmed cancellation was acknowledged by our system

If a verified platform-side technical incident renders the core paid features of the service substantially unavailable for 72 consecutive hours or more, relief depends on when the outage occurred in the billing period. Core features include database search, physician profiles, drug information retrieval, and for VIP, the consultation system.

If the outage occurs before your account has been meaningfully used in that billing period, you may request a full refund for the affected billing period. If the outage occurs mid-period after meaningful use, you may choose either a pro-rated refund or a service extension of equivalent duration added to your next billing cycle.

Eligibility requires that the outage be attributable to our platform infrastructure rather than Cloudflare, payment processors, or circumstances outside our control, and that the request is submitted within 14 calendar days of resolution to [email protected] with the subject line "Service Failure Refund - [Your Email]".

• 72 consecutive hours of platform-side outage are required
• Meaningful-use timing determines whether the remedy is full refund or pro-rated refund/service extension
• Pro-rated formula: affected days divided by billing period days multiplied by the fee paid

Refunds are not granted for renewal charges after the initial refund window has expired, failures to cancel before the renewal date, dissatisfaction with the content, scope, accuracy, or completeness of Chinese medical information, or change-of-mind requests after the service has been accessed and used.

Refunds are also unavailable for VIP requests submitted after substantive processing has begun, for account terminations resulting from Terms of Service violations, for requests submitted outside the applicable refund window, for Pro requests after substantial-use thresholds are met, or for disruptions caused by third-party infrastructure providers, internet connectivity issues, or force majeure events.

Upon approval and issuance of a refund under any basis, your access to paid features will be terminated immediately and your account will revert to the Free tier.

If you accessed paid content or received VIP consultation outputs during the refunded billing period, those outputs do not need to be returned, but ongoing paid access ceases immediately upon refund confirmation.

Cancellation means you instruct the platform to stop auto-renewing your subscription at the end of the current paid billing period. It does not trigger a refund of the current period's fee, does not require a reason or approval, and can be completed at any time in Account Settings.

Refund means a return of money already charged and must be separately requested under this Policy. To avoid the next renewal charge, cancellation must be completed at least 24 hours before the next scheduled renewal date.

• Cancellation stops future renewals
• Refund returns funds already charged
• Account Settings -> Subscription -> Cancel Subscription

EU, EEA, and UK users whose transactions were handled by Paddle may request refunds through the "Manage your order" link in the Paddle confirmation email, through paddle.net/buyers, or by emailing [email protected] so we can coordinate with Paddle.

All other users should email [email protected] with the subject line "Refund Request - [Your Registered Email]" and include the registered email address, subscription plan, transaction date, amount charged, and a brief reason for the request.

Our target processing timeline is acknowledgement within 2 business days, decision within 7 business days of the request, refund initiation within 3 business days of approval, and funds appearing 5 to 10 additional business days later depending on the bank.

• Use Paddle's Manage your order flow when your purchase was processed by Paddle
• Provide registered email, plan, transaction date, amount, and reason when contacting us directly
• paddle.net/buyers is available for Paddle order self-service

If you have a concern about a charge, contact [email protected] before initiating a chargeback with your bank or payment provider. We aim to resolve billing issues fairly and efficiently through direct communication.

We retain records such as timestamps and IP addresses for account creation and login, records of paid content accessed, search queries, tickets submitted, timestamps of VIP ticket assignment and first substantive response, checkout consent records, and email history, and may use them in dispute resolution.

Initiating a chargeback without contacting us first may result in suspension of your account, and we may contest the chargeback with available evidence where a refund would not have been warranted under this Policy.

We reserve the right to update this Refund Policy at any time. For material changes, registered users will be notified by email at least 30 days before the changes take effect.

The current version is always available at sinomdb.com/refund-policy, and continued use of the service after a revised Policy takes effect constitutes acceptance of the changes.

For all refund-related enquiries, contact Tsing Link Technology Limited at Room 2-309, 2/F, Chungking Mansion, 36 Nathan Road, Tsim Sha Tsui, Hong Kong SAR, or email [email protected].

This Policy is governed by the laws of the Hong Kong Special Administrative Region. Nothing in this Policy limits statutory rights available under the mandatory consumer protection laws of your country of residence, and where there is any inconsistency with Paddle's Buyer Terms or applicable mandatory law, Paddle's terms and the applicable law prevail.