Refund policy
This policy applies to digital goods and proxy services purchased through LetTool. Keep your order number. Handling depends on delivery status, product coverage, payment records and evidence of the issue.
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1. Responsible company and requests
LetTool is operated by LETOO GLOBAL TECHNOLOGY LIMITED (立拓環球科技有限公司), a limited company incorporated in Hong Kong, with Business Registration Number 81214763.
Email support@lettool.com with your order number, reason, timing and necessary screenshots. Do not send passwords, 2FA secrets or recovery codes.
For help, email our support team. We will reply and begin handling your request within 12 hours of receiving it, usually sooner.
Support is not staffed live around the clock. Orders and after-sales requests may queue; completion depends on the queue and investigation. The 12-hour window covers the initial reply and start of handling, not guaranteed delivery or resolution.
2. Undelivered orders
Contact support to cancel an unpaid, undelivered order. If payment has been made but delivery has not occurred and stock cannot be confirmed or we cannot supply as agreed, you may request cancellation and a refund. Support first checks whether delivery or service processing has occurred. For initiated payments, the channel status must be reconciled to avoid payment completing after cancellation.
3. Digital-account first-login coverage
For digital accounts, complete your first login and check the delivered items within 24 hours after delivery. The first-login coverage window starts at the delivery time recorded on your order and ends 24 hours later, not when you first sign in or open the email.
Report incorrect credentials or first-login failures within this window by emailing your order number, a description and relevant error screenshots. Do not email passwords, 2FA secrets or recovery codes. Replacement or refund arrangements are determined after review under the applicable terms.
For verified incorrect credentials, first-login failure or delivery inconsistent with the order, we will arrange correction, replacement or refund according to the issue and available stock. Delivered, usable digital credentials are generally not refundable solely for a change of mind. You may still contact support after the first-login window; additional product coverage and applicable law will be considered.
4. Proxy services and renewals
For connection failures, incorrect settings or specifications inconsistent with your proxy order, provide the order number, client, timing, connection tests and necessary error screenshots. Support will check the service, delivery settings, local network and destination restrictions before determining repair, replacement or refund. The digital-account 24-hour first-login window is not a universal coverage period for proxy services.
Used duration or traffic, processed renewals, and issues caused by local configuration or third-party restrictions do not automatically qualify for a full refund. Support will explain the resolution after assessing the cause, actual use and unfulfilled portion.
5. Refund destination, wallet and timing
After approval, support will confirm the amount, destination and estimated processing time. Orders paid by wallet are refunded to the site's CNY balance. Third-party payments are refunded through the relevant channel; manual payments are reconciled against the original payment record before agreeing a return method. Processing and settlement are separate stages. Settlement depends on the payment provider or bank; contact support with your order number if delayed.
Top-up cancellation or return requests require separate checks of credited funds, spending, bonus balance and past refunds. Bonus balance is not a cash top-up and is not directly counted as cash refundable. Support will confirm the eligible amount after reconciliation.
6. Product coverage and statutory rights
Longer coverage or other more favourable conditions expressly stated at purchase will be honoured. This policy does not exclude non-excludable refunds, remedies or other consumer rights under applicable law. Reply to support to request a review if you disagree with a decision.