Compensation First Policy

Compensation First Policy

1. Policy Purpose

At toplly.com, we are committed to providing excellent service and products. This Compensation and Refund Policy is designed to outline our commitment to providing fair and swift compensation or solutions to our customers when our services fail to meet expectations or issues arise.

2. Scope of Application

This policy applies to issues caused by the following reasons, for which customers may apply for compensation or a refund:

• Service Outages: Unscheduled service interruptions due to our technical failures, where the downtime exceeds the limits specified in our Service Level Agreement (SLA).

• Product Defects: The products or services we provide have significant defects, rendering them unusable or unable to perform their promised functions.

• Billing Errors: Incorrect or duplicate charges resulting from our system errors.

• Failure to Fulfill Commitments: Our failure to fulfill explicit promises made to the customer in a sales or service agreement.

3. Forms of Compensation

Depending on the nature and severity of the issue, we may offer one or more of the following forms of compensation:

• Full or Partial Refund: A refund based on the actual amount paid.

• Service Credit: An equivalent or higher-value amount credited to the customer's account for future service payments.

• Additional Services: Providing free additional services or extending the term of existing services as compensation.

• Product Replacement: Replacing a defective product.

4. Compensation Application Process

If you believe you are entitled to compensation, please follow these steps:

1. Submit Application: Contact our customer service team via cs@toplly.com within 7 business days of the issue occurring.

2. Provide Information: In your application, please provide your account information, order number, a detailed description of the issue, and any relevant screenshots or evidence.

3. Review and Processing: Our team will review your application and inform you of the results and solution within 5 business days. We will strive to process your application as quickly as possible, in line with our "Compensation First" principle.

5. Exclusions from Compensation

We reserve the right to deny compensation in the following situations:

• Factors Beyond Our Control: Service interruptions caused by third-party providers, natural disasters, force majeure, or issues with the customer's own equipment or network.

• Service Misuse: Problems caused by the customer's violation of our terms of service or misuse of the service.

• User Error: Losses resulting from the customer's own operational errors or mistakes.

• Beyond the Scope of Commitment: The requested compensation falls outside the explicit commitments made in our service agreement.

6. Policy Changes

We reserve the right to modify this policy as necessary. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically.

7. Contact Us

If you have any questions regarding this policy or need to submit a compensation request, please contact us at:

• Email: cs@toplly.com