Thank you for using BigFiveLab.

We want every user to clearly understand what they are purchasing before completing payment. Because some products are digital content or online services provided immediately, please carefully confirm the product name, price, service content, and related information before making a purchase.

1. Refund Requests

If you are dissatisfied with a purchased product or service, or encounter issues while using it, you may contact us to request a refund within 7 days after purchase.

Refund requests are subject to review. We will process them based on order information, product usage, and the specific reason for the refund request.

To help us process your request promptly, please provide the email address used for the purchase, the order number (if available), and the reason for the refund.

Customer Support Email: [email protected]

We will review your refund request after receiving it and notify you of the outcome by email.

2. Test Reports and Digital Content

Products provided by BigFiveLab are digital content or online digital services.

If the relevant content has already been generated, delivered, or used, eligibility for a refund may be affected.

Before you make a purchase, we will explain as clearly as possible the product content, price, purchase method, and whether it is a one-time purchase.

3. Service Issues

If you are unable to properly use a purchased product due to technical issues, for example:

You are unable to obtain purchased content after successful payment;

The order status is abnormal;

A report cannot be generated properly;

Your account cannot properly access purchased content;

Other material service issues caused by our system;

Please contact us.

We will assist in resolving the issue based on the specific circumstances, including restoring the service, providing the relevant content again, or issuing a refund where appropriate.

4. Duplicate Payments

If you make duplicate payments for the same product due to a system issue or any other reason, please contact us promptly.

Once duplicate charges are confirmed, we will assist with processing a refund for the duplicate order.

5. Unauthorized Payments

If you discover a transaction in your account or payment records that you did not authorize, please contact us as soon as possible and provide the relevant order information.

We will verify the transaction and assist with handling it.

6. Refund Review

Refund requests are generally reviewed within 3 business days.

Once approved, refunds are generally returned to the original payment method. The actual time for the refund to be received may be affected by processing times of payment providers, banks, or card issuers.

7. Consumer Rights in Different Regions

This Refund Policy does not limit any non-excludable consumer rights you may have under applicable law.

If applicable laws in your region contain other mandatory requirements regarding digital content, online services, or refunds, we will handle them in accordance with applicable law.

8. Contact Us

For any questions regarding purchases, orders, or refunds, please contact: [email protected]

We recommend that you carefully review the product description, price, purchase method, and this Refund Policy before making a purchase.

Last Updated: August 15, 2026