# 交易规则与权益保障

# Transaction Rules and Rights Protection

> SugarPlay 平台交易规则与权益保障说明  
> SugarPlay Platform Transaction Rules and Rights Protection Statement

## 一、适用范围

## I. Scope

### 1.1 平台运营主体

### 1.1 Platform Operator

本规则由糖趣（三河）科技有限责任公司（英文名称：Tangqu (sanhe) Technology Co., Ltd）制定并发布。糖趣（三河）科技有限责任公司是 SugarPlay 平台的运营主体和平台服务提供者；SugarPlay 是平台品牌名称，不是与该公司相分离的另一经营主体。除平台在具体页面或单独协议中明确说明外，本规则中的“SugarPlay”“本平台”或“平台”均指由该公司运营的 SugarPlay 网站、应用程序、小程序及其他相关产品与服务。

These Rules are made and published by Tangqu (sanhe) Technology Co., Ltd (Chinese name: 糖趣（三河）科技有限责任公司), which is the operator of SugarPlay and the provider of the platform services. SugarPlay is the Platform’s brand name and is not a separate operating entity from that company. Unless a specific page or separate agreement expressly states otherwise, “SugarPlay,” the “Platform,” and “we/us” in these Rules refer to the SugarPlay website, applications, mini programs, and other related products and services operated by that company.

**公司英文名称：**Tangqu (sanhe) Technology Co., Ltd  
**Company English Name:** Tangqu (sanhe) Technology Co., Ltd

**统一社会信用代码：**91131082MAG065205F  
**Unified Social Credit Code:** 91131082MAG065205F

**法律依据：**[《中华人民共和国电子商务法》第十五条](https://www.npc.gov.cn/WZWSREL3pncmR3L25wYy9sZnp0L3JseXcvMjAxOC0wOC8zMS9jb250ZW50XzIwNjA4MjcuaHRt)；[《网络交易监督管理办法》第十二条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2025/art_4b47c79b8d994a42bba4835997688faa.html)；[《中华人民共和国消费者权益保护法实施条例》第十三条](https://xzfg.moj.gov.cn/front/law/detail?LawID=1708)。  
**Legal basis:** Article 15 of the *E-Commerce Law of the People’s Republic of China*; Article 12 of the *Measures for the Supervision and Administration of Online Transactions*; and Article 13 of the *Regulations for the Implementation of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*.

### 1.2 法律适用范围

### 1.2 Applicable Legal Framework

在中国大陆地区通过 SugarPlay 开展或与 SugarPlay 有关的网络交易活动，适用中华人民共和国现行有效的法律、行政法规、司法解释和依法发布的规章。平台用户、平台内服务方与平台之间的民事合同关系，以《中华人民共和国民法典》为基础；电子商务、消费者权益保护、网络交易、个人信息保护、网络安全、支付结算及其他事项有特别规定的，同时适用相关特别规定。

Online transactions conducted through or in connection with SugarPlay in Mainland China are governed by the laws, administrative regulations, judicial interpretations, and duly issued departmental rules of the People’s Republic of China that are in force. Civil contractual relationships among Platform users, service providers on the Platform, and the Platform are principally governed by the *Civil Code of the People’s Republic of China*. Special provisions governing e-commerce, consumer protection, online transactions, personal information protection, cybersecurity, payment and settlement, and other specific matters also apply where relevant.

**法律依据：**[《中华人民共和国民法典》第十一条](https://wb.flk.npc.gov.cn/flfg/PDF/bd53dd912c1048f2aecbaa229238334b.pdf)；[《中华人民共和国电子商务法》第二条](https://www.npc.gov.cn/WZWSREL3pncmR3L25wYy9sZnp0L3JseXcvMjAxOC0wOC8zMS9jb250ZW50XzIwNjA4MjcuaHRt)；[《网络交易监督管理办法》第二条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2025/art_4b47c79b8d994a42bba4835997688faa.html)。  
**Legal basis:** Article 11 of the *Civil Code of the People’s Republic of China*; Article 2 of the *E-Commerce Law of the People’s Republic of China*; and Article 2 of the *Measures for the Supervision and Administration of Online Transactions*.

### 1.3 平台定位与交易主体

### 1.3 Role of the Platform and Parties to a Transaction

SugarPlay 是网络交易平台经营者和交易中介服务提供者。平台为买家和平台内服务方提供网络经营场所、信息展示与发布、需求沟通、交易撮合、订单记录、支付接口连接、风险识别、投诉入口和争议协助等平台服务。就平台报告缔约机会或提供订立合同媒介服务的部分，具有民法典中介合同服务的性质。

SugarPlay is an online transaction platform operator and a provider of transaction intermediary services. The Platform provides buyers and service providers on the Platform with services that may include an online business venue, information display and publication, communications concerning service requirements, transaction matching, order records, connectivity to payment interfaces, risk identification, complaint channels, and dispute assistance. To the extent that the Platform reports opportunities to contract or provides intermediary services for the conclusion of a contract, those services have the nature of intermediary services under the Civil Code.

平台不直接提供、参与或代替服务方履行具体的游戏陪伴、组队互动或其他约定服务。每笔订单项下的具体服务合同，由买家与对应服务方直接订立；服务方是具体服务的提供者和履约责任主体，买家是具体服务的购买者和接受者。平台就其提供的平台服务与用户形成独立的平台服务法律关系，但不因提供上述中介和技术服务而成为该具体服务合同的履约方。

The Platform does not directly provide, participate in, or replace a service provider in performing any specific gaming-companion, team-play interaction, or other agreed service. The contract for the specific service under each order is entered into directly between the buyer and the relevant service provider. The service provider is the provider of that service and the party responsible for its performance, while the buyer is the purchaser and recipient of the service. A separate legal relationship for Platform services exists between the Platform and each user; the Platform does not become the performing party to the underlying service contract merely because it provides the intermediary and technical services described above.

平台的中介定位不排除、限制或减轻平台就自身提供的平台服务所应承担的合同责任，也不排除、限制或减轻平台依法应承担的经营者信息公示、平台内服务方身份核验、交易安全保障、消费者权益保护、违法违规行为处置、投诉处理、证据保存与提供等法定责任。依照法律规定，平台就特定事项应承担相应责任或连带责任的，按照法律规定执行。

The Platform’s intermediary role does not exclude, restrict, or reduce its contractual responsibility for the Platform services it provides, nor does it exclude, restrict, or reduce any statutory responsibility of the Platform, including responsibilities relating to operator-information disclosure, verification of service providers on the Platform, transaction security, consumer protection, action against unlawful or non-compliant conduct, complaint handling, and the preservation and provision of evidence. Where applicable law requires the Platform to bear corresponding or joint and several liability in a particular matter, such liability shall be determined in accordance with that law.

**法律依据：**[《中华人民共和国民法典》第九百六十一条、第九百六十二条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第九条、第三十七条、第三十八条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易监督管理办法》第七条、第五十二条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2025/art_4b47c79b8d994a42bba4835997688faa.html)；[《网络交易平台规则监督管理办法》第三条、第五条、第六条、第三十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 961 and 962 of the *Civil Code of the People’s Republic of China*; Articles 9, 37, and 38 of the *E-Commerce Law of the People’s Republic of China*; Articles 7 and 52 of the *Measures for the Supervision and Administration of Online Transactions*; and Articles 3, 5, 6, and 30 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

## 二、交易流程

## II. Transaction Process

### 2.1 协商卡的定义与用途

### 2.1 Definition and Purpose of a Negotiated Card

“协商卡”是平台为买家与服务方在平台内协商、展示和确认具体服务交易条件而提供的标准化电子确认工具；产品界面使用“下单卡”等名称的，在功能和记录性质相同时，均属于本规则所称协商卡。协商卡可由买家或服务方在平台私聊中主动拟定并发送：服务方发送给买家的，由买家在卡片有效期内点击“确认下单”或同等含义按钮；买家发送给服务方的，由服务方点击“接单”或同等含义按钮。对方完成相应确认且平台成功生成关联订单后，该协商卡及其订单快照构成双方对相关交易条件的平台内确认记录。任何一方单方发送协商卡，均不表示接收方已经同意、买家已经付款或者订单已经成立。

A “Negotiated Card” is a standardized electronic confirmation tool provided by the Platform for a buyer and a provider to negotiate, display, and confirm the terms of a specific service transaction on the Platform. A product-interface label such as “Order Card” refers to a Negotiated Card under these Rules when its function and record type are the same. Either party may proactively prepare and send a Negotiated Card in a direct chat. If the provider sends the card to the buyer, the buyer must click “Confirm Order” or an equivalent button within the card’s validity period; if the buyer sends it to the provider, the provider must click “Accept Order” or an equivalent button. Only after the recipient completes the applicable confirmation and the Platform successfully generates a linked order do the Negotiated Card and order snapshot constitute the Platform record of the agreed transaction terms. One party’s unilateral sending of a card does not mean that the recipient has agreed, that the buyer has paid, or that an order has been formed.

协商卡应当尽可能清晰、完整地记载下列信息：交易双方及其身份；游戏、区服、模式和具体服务项目；服务局数、时长或其他计量单位；预计开始时间、时区、迟到等待时间或服务开始条件；单价、数量、总价和计价方式；履行方式和完成标准；协作人员或第三方参与情况；取消、改期和退款的特别约定；双方已确认的特别要求、限制与禁止事项；以及平台要求显示的其他重要信息。

A Negotiated Card should state as clearly and completely as reasonably possible: the parties and their roles; the game, server or region, mode, and specific service item; the number of sessions, duration, or other unit of measurement; the expected start time, time zone, late-arrival waiting period, or condition for commencement; the unit price, quantity, total price, and pricing method; the method of performance and completion standard; any collaborators or other third-party participants; any special cancellation, rescheduling, or refund arrangement; any special requirements, restrictions, or prohibited matters confirmed by both parties; and any other material information required by the Platform.

协商卡本身不是付款凭证，也不是服务已经完成或已经通过验收的证明。未经对方确认或接单、未成功生成平台订单的协商卡，仅属于交易提议，不代表平台已受理该笔交易或已启动交易保障。

A Negotiated Card is not proof of payment and does not establish that the service has been completed or accepted. A card that has not been confirmed or accepted by the other party and has not resulted in a successfully generated Platform order is only a transaction proposal; it does not mean that the Platform has accepted the transaction for order administration or activated transaction protection.

**法律依据：**[《中华人民共和国民法典》第四百六十九条、第四百七十条、第四百八十八条、第四百九十一条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第四十八条至第五十条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)。  
**Legal basis:** Articles 469, 470, 488, and 491 of the *Civil Code of the People’s Republic of China*; and Articles 48 to 50 of the *E-Commerce Law of the People’s Republic of China*.

### 2.2 平台交易保障的识别标准

### 2.2 Eligibility for Platform Transaction Protection

买家与服务方确认同一张协商卡，且平台已根据该卡成功生成可查询的平台订单和订单快照时，该交易进入平台订单管理流程。买家按订单页面指引，通过平台接入的支付渠道完成订单付款，且平台收到相应的支付成功结果后，该交易纳入平台交易保障范围。平台交易保障的具体内容、范围和限制，按本规则其他章节执行。

When the buyer and the service provider have confirmed the same Negotiated Card and the Platform has successfully generated a searchable Platform order and order snapshot from that card, the transaction enters the Platform’s order-administration process. Once the buyer has completed payment through a payment channel made available through the Platform in accordance with the instructions on the order page, and the Platform has received the corresponding successful-payment result, the transaction becomes eligible for Platform transaction protection. The specific content, scope, and limitations of Platform transaction protection are governed by the other sections of these Rules.

未通过经双方确认的协商卡生成平台订单，或未通过平台接入的支付渠道支付的私下交易、站外交易、额外付款、额外服务要求或其他未被订单快照记录的安排，不纳入平台交易保障范围。但这一平台内部保障标准，不等同于平台对用户之间其他民事行为的法律效力作出认定。其他行为是否构成合同、是否有效以及当事人应承担何种法律责任，应由有权机关依据法律和全部有效证据认定。

Private or off-Platform transactions, additional payments, additional service requirements, or other arrangements that do not result in a Platform order generated from a Negotiated Card confirmed by both parties, or that are not paid through a payment channel made available through the Platform and recorded in the order snapshot, are outside the scope of Platform transaction protection. This internal eligibility standard does not constitute a determination by the Platform regarding the legal validity of any other civil act between users. Whether any such act forms a contract, is legally valid, or gives rise to legal liability shall be determined by a competent authority in accordance with applicable law and all admissible evidence.

协商卡、订单快照及其关联订单记录，是平台认定交易内容和处理平台内争议的主要依据，但不是排除其他证据的唯一依据。平台可以结合与订单有关的站内聊天记录、双方后续共同确认、支付与退款记录、服务履行记录、售后记录、用户提交的合法材料和平台系统日志等，综合查明交易事实。任何一方不得单方补填、删除或追溯修改已经确认并生成订单的协商卡和订单快照。

The Negotiated Card, order snapshot, and related order records are the primary basis used by the Platform to identify the transaction terms and handle an on-Platform dispute, but they are not the exclusive basis to the exclusion of all other evidence. The Platform may consider relevant on-Platform chat records, subsequent mutual confirmations, payment and refund records, service-performance records, after-sales records, lawfully obtained materials submitted by users, and Platform system logs together when determining the transaction facts. Neither party may unilaterally add to, delete from, or retroactively alter a Negotiated Card or order snapshot that has already been confirmed and used to generate an order.

**法律依据：**[《中华人民共和国民法典》第四百六十九条、第四百九十条、第四百九十一条、第五百零二条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第四十九条、第五十条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《最高人民法院关于民事诉讼证据的若干规定》第十四条、第十五条、第九十三条、第九十四条](https://www.court.gov.cn/zixun/xiangqing/212721.html)；[《中华人民共和国电子签名法》第七条、第八条](https://www.miit.gov.cn/jgsj/zfs/fl/art/2022/art_e3f623f70c23497e88a941170093446a.html)。  
**Legal basis:** Articles 469, 490, 491, and 502 of the *Civil Code of the People’s Republic of China*; Articles 49 and 50 of the *E-Commerce Law of the People’s Republic of China*; Articles 14, 15, 93, and 94 of the *Provisions of the Supreme People’s Court on Evidence in Civil Proceedings*; and Articles 7 and 8 of the *Electronic Signature Law of the People’s Republic of China*.

### 2.3 协商卡内容缺失、不明确或发生冲突时的处理

### 2.3 Incomplete, Ambiguous, or Conflicting Negotiated Card Terms

买家或服务方在确认或接受协商卡前，应当审阅卡片内容是否与双方实际协商结果一致。卡片遗漏重要内容、表述不明确或与站内协商结果不一致的，接收方不应点击确认或接单，而应当要求发起方重新发送内容完整、表述清晰的新协商卡。后发送的卡片不会自动修改已有订单；对应订单以实际被双方确认并成功生成订单的卡片快照为准。

Before confirming or accepting a Negotiated Card, the buyer and the service provider must review whether its contents accurately reflect their actual agreement. If the card omits material information, is unclear, or conflicts with the parties’ on-Platform negotiations, the recipient should not confirm or accept it and should instead require the sender to issue a new card that is complete and clearly worded. A subsequently issued card does not automatically amend an existing order. Each order is linked to the snapshot of the card actually confirmed by both parties and successfully used to generate that order.

订单生成后，双方发现协商卡存在非核心内容遗漏或需要进一步说明的，应当通过平台内可留痕的方式作出具体补充，并由双方明确表示同意。任何一方单方发送的补充要求、备注或解释，未经对方明确确认的，不当然构成对原订单的变更。对服务项目、服务对象、局数或时长、价格、预约时间、履行方式、完成标准、取消或退款安排等核心内容作出实质性变更的，双方应当使用平台提供的新协商卡或其他明确标识为订单补充协议的确认工具重新确认；当前平台未提供可与原订单关联的补充确认工具时，双方应当先按适用规则取消原订单或处理原订单退款，再通过新协商卡创建新订单。

If, after an order has been generated, the parties discover that a non-essential matter was omitted or requires clarification, they must make a specific supplement through a traceable on-Platform method and both parties must expressly agree to it. A supplementary requirement, note, or interpretation sent unilaterally by one party does not, without the other party’s express confirmation, amend the original order. A material change to a core matter—including the service item, service recipient, number of sessions or duration, price, scheduled time, method of performance, completion standard, or cancellation or refund arrangement—must be reconfirmed through a new Negotiated Card or another Platform confirmation tool expressly identified as a supplemental agreement to the order. If the Platform does not currently provide a supplemental confirmation tool that can be linked to the original order, the parties should first cancel the original order or process the applicable refund and then create a new order through a new Negotiated Card.

协商卡的内容存在缺失、歧义或相互冲突，且双方在争议发生后无法达成一致时，平台应当结合下列内容依法查明事实：（1）双方后续明确作出的个别协商和共同确认；（2）协商卡的个性化字段、订单快照和关联订单记录；（3）订单确认前与该订单直接相关的平台聊天记录和服务广告或方案快照；（4）订单成立时已公示并依法纳入合同的平台规则和标准服务定义；（5）双方的交易习惯以及法律规定的合同内容补充方法。双方明确作出的个别协商与平台预先拟定的通用格式条款不一致的，依法优先适用个别协商；双方较晚作出的明确共同确认，可以依法变更此前约定。

If the Negotiated Card contains an omission, ambiguity, or conflict and the parties cannot reach agreement after a dispute arises, the Platform shall determine the facts in accordance with law by considering: (1) any specific subsequent negotiation and mutual confirmation expressly made by the parties; (2) the customized fields of the Negotiated Card, the order snapshot, and related order records; (3) on-Platform chat records directly related to the order and the relevant service advertisement or offer snapshot, in each case as existing before the order was confirmed; (4) Platform rules and standard service definitions that were published and lawfully incorporated into the contract when the order was formed; and (5) the parties’ course of dealing and the statutory methods for supplementing omitted contract terms. If a specifically negotiated term agreed by the parties conflicts with a standard term drafted in advance by the Platform, the specifically negotiated term shall prevail to the extent required by law. A later, express mutual confirmation by the parties may lawfully amend an earlier agreement.

双方不能就缺失或不明确的内容达成补充协议的，按照订单的其他相关条款或交易习惯确定；仍不能确定的，按照法律关于质量、价款或报酬、履行地点、履行期限、履行方式和履行费用的补充规则处理。如果缺失的是导致具体服务内容、履行范围、总价或其他合同目的无法合理确定的核心事项，平台不代替任何一方自行补填或推定实质性交易内容，而应协助双方根据已履行情况、双方责任和可核验证据，依法协商取消、退款或已履行部分的合理结算。

If the parties cannot reach a supplemental agreement concerning an omitted or unclear matter, that matter shall be determined from the other relevant terms of the order or the parties’ course of dealing. If it still cannot be determined, the statutory supplemental rules concerning quality, price or remuneration, place of performance, time for performance, method of performance, and allocation of performance costs shall apply. If the omission concerns a core matter that prevents the specific service, scope of performance, total price, or other contractual purpose from being reasonably determined, the Platform shall not unilaterally fill in or presume substantive transaction terms for either party. Instead, the Platform shall assist the parties in lawfully negotiating cancellation, a refund, or reasonable settlement for the portion already performed, taking account of actual performance, the parties’ respective responsibility, and verifiable evidence.

**法律依据：**[《中华人民共和国民法典》第四百九十八条、第五百一十条、第五百一十一条、第五百四十三条、第五百四十四条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《网络交易平台规则监督管理办法》第二十一条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 498, 510, 511, 543, and 544 of the *Civil Code of the People’s Republic of China*; and Article 21 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 2.4 游戏专属订单类型：以《三角洲行动》为例

### 2.4 Game-Specific Order Types: *Delta Force* as an Example

平台可以根据不同游戏的玩法、计量方式和风险特征设置游戏专属订单类型。订单类型只是对交易目的和主要履行标准的分类；具体权利义务仍以双方确认的协商卡、订单快照、依法纳入订单的平台规则和双方后续共同确认的内容为准。协商卡应当以显著方式标明订单类型，不得仅以聊天中出现“保底”“娱乐”“随便玩”等口语表述推定订单性质。

The Platform may establish game-specific order types according to the gameplay, measurement methods, and risk characteristics of different games. An order type merely classifies the purpose of the transaction and its principal performance standard. The parties’ specific rights and obligations remain governed by the confirmed Negotiated Card, the order snapshot, Platform rules lawfully incorporated into the order, and any subsequent mutual confirmation. The order type must be prominently identified on the Negotiated Card and may not be inferred merely from casual expressions such as “guaranteed,” “for fun,” or “just play” appearing in chat.

#### 2.4.1 《三角洲行动》服务方保底承诺单（简称“保底单”）

#### 2.4.1 *Delta Force* Service-Provider Guaranteed-Outcome Order

“服务方保底承诺单”，简称“保底单”，是服务方在买家本人参与游戏并自行控制其游戏账号的前提下，就某项具体、可衡量、可核验且依法可以提供的游戏协作结果作出明确最低承诺的订单。保底结果可以按照双方明确选择的局数、服务时长、带出价值、完成次数或其他客观指标计量，但不得包含违反法律法规、游戏运营方规则或平台禁止性规定的操作。页面和协商卡不得将该类订单标示为“平台保底”或作出足以使买家误认为平台承诺结果的表述。服务方一旦明确作出“保底”承诺，应当按照约定全面履行；未达到保底标准的，应当依约承担补充履行、部分或全部退还服务费、支付约定补偿或者赔偿依法可认定损失等责任。

A “Service-Provider Guaranteed-Outcome Order,” abbreviated as a “Guaranteed-Outcome Order,” is an order under which the service provider makes an express minimum commitment to a specific, measurable, verifiable, and legally permissible collaborative gaming outcome, while the buyer personally participates in the game and retains control of the buyer’s own game account. The guaranteed outcome may be measured by an expressly selected number of sessions, service duration, extracted value, number of completions, or another objective metric, but it may not involve conduct prohibited by applicable law, the game operator’s rules, or Platform rules. Neither the page nor the Negotiated Card may label the order as “Platform-guaranteed” or otherwise cause the buyer reasonably to believe that the Platform promises the outcome. Once the service provider expressly makes a guarantee, the provider must fully perform it as agreed. If the guaranteed standard is not met, the provider shall bear the applicable agreed responsibility, which may include supplementary performance, a partial or full refund of the service fee, agreed compensation, or compensation for legally established loss.

保底单的协商卡除应当记载本规则第 2.1 条所列内容外，还应当明确记载：（1）保底指标及精确数值、服务开始前的资产快照或其他起算基线和计算公式；（2）用于核验结果的游戏模式、区服、数据页面或其他统一数据来源；（3）完成期限、服务局数或时长；（4）买家应当履行的配合义务；（5）受保护的物品或权益、服务中允许消耗的范围以及最大可接受损失；（6）双方认可的正常游戏风险、停止服务或止损条件；（7）未达到保底指标时的补充服务、退款比例、补偿计算方式及适用上限；（8）因游戏停服、版本更新、网络故障、官方回档或其他第三方原因受到影响时的处理方式。服务方已经使用“保底”“必出”“不出不结”或其他足以使买家合理相信存在最低结果承诺的名称、宣传或表述，却未写明保底指标、核验方法或者未达标后果的，不得当然作出有利于服务方的普通单降级处理。确认前应退回补正；订单生成后按照本规则第 2.5 条补正、取消或处理争议。争议发生后，平台应当结合服务方案或广告快照、协商卡、订单快照、确认前聊天记录和实际履行情况认定双方真实约定；仍无法合理确定具体保底数值的，平台不得自行编造数值，但可以根据服务方未尽说明和审慎确认义务、合同目的能否实现及实际履行比例，处理退款、补充履行、损失赔偿和相应违规责任。

In addition to the information required by Section 2.1, the Negotiated Card for a Guaranteed-Outcome Order must expressly state: (1) the guaranteed metric, its precise value, the pre-service asset snapshot or other starting baseline, and the calculation formula; (2) the game mode, server or region, data screen, or other uniform data source used to verify the result; (3) the completion deadline and the number of sessions or service duration; (4) the buyer’s cooperation obligations; (5) the protected items or interests, permitted consumption during the service, and the maximum acceptable loss; (6) the ordinary gameplay risks accepted by the parties and the conditions for stopping the service or limiting further loss; (7) the supplementary service, refund percentage, compensation formula, and any applicable cap if the guarantee is not met; and (8) the treatment of interruptions caused by game downtime, version updates, network failures, official rollbacks, or other third-party causes. If the provider uses a name, advertisement, or representation such as “guaranteed,” “certain drop,” or “no result, no settlement” that would reasonably cause the buyer to believe that a minimum outcome has been promised, but fails to state the guaranteed metric, verification method, or consequence of non-achievement, the order may not automatically be downgraded to an ordinary order in the provider’s favor. Before confirmation, the card must be returned for correction. After an order is generated, the matter must be corrected, cancelled, or disputed under Section 2.5. After a dispute arises, the Platform shall determine the parties’ true agreement from the service offer or advertisement snapshot, Negotiated Card, order snapshot, pre-confirmation chat records, and actual performance. If a specific guaranteed value still cannot reasonably be determined, the Platform may not invent one, but may determine the applicable refund, supplementary performance, loss compensation, and enforcement responsibility in light of the provider’s failure to explain and carefully confirm the terms, whether the contractual purpose can be achieved, and the proportion actually performed.

“保底”不当然表示“零风险”，也不表示服务方能够控制游戏匹配、随机掉落、其他玩家行为、游戏运营方处置或网络环境。服务方知道或者应当知道某项外部风险会实质影响保底结果的，应当在买家确认协商卡前以显著、具体的方式说明；服务方已将某项风险明确纳入保底范围的，不得在风险实际发生后仅以该风险具有随机性或来源于第三方为由拒绝承担已经承诺的责任。

The term “guaranteed” does not automatically mean “risk-free,” nor does it mean that the service provider can control matchmaking, random drops, the conduct of other players, actions by the game operator, or the network environment. If the service provider knows or should know that an external risk may materially affect the guaranteed outcome, the provider must disclose that risk prominently and specifically before the buyer confirms the Negotiated Card. If the provider expressly included a particular risk within the scope of the guarantee, the provider may not refuse the promised remedy after that risk occurs merely because the risk was random or arose from a third party.

#### 2.4.2 《三角洲行动》趣味单

#### 2.4.2 *Delta Force* Experience-Focused Order

“趣味单”是以组队体验、主题玩法、沟通互动、指定路线或挑战过程为主要交易目的，不承诺胜负、撤离、带出价值、道具获取、段位变化或其他游戏结果的订单。协商卡应当明确标注“趣味单／不保结果”，并写明约定的玩法内容、游戏模式、服务时长或局数、开始条件、互动边界和完成标准。未明确标注不保结果，或者服务方另行作出具体结果承诺的，不得仅凭订单名称中的“趣味”二字排除该项承诺。

An “Experience-Focused Order” is an order whose principal purpose is a team-play experience, themed gameplay, communication and interaction, a specified route, or the process of completing a challenge, without any promise concerning victory or defeat, extraction, extracted value, item acquisition, rank movement, or another gameplay outcome. The Negotiated Card must be clearly marked “Experience-Focused Order / No Outcome Guaranteed” and must state the agreed gameplay content, game mode, service duration or number of sessions, commencement conditions, interaction boundaries, and completion standard. If the no-outcome-guarantee disclosure is not clearly made, or if the service provider separately makes a specific outcome commitment, the word “experience” in the order name alone does not exclude that commitment.

趣味单不承诺特定游戏结果，但服务方仍应当按约提供真实、完整且符合约定质量的服务。服务方无正当理由迟到、缺席、提前离开，未达到约定时长或局数，擅自更换玩法，严重违反已确认的互动要求，或者以消极方式明显不履行约定内容的，仍构成未履行或者履行不符合约定；服务方不得以“趣味单不保输赢”为由免除与结果无关的履约责任。

Although an Experience-Focused Order does not guarantee a particular gameplay outcome, the service provider must still provide genuine, complete service of the agreed quality. A provider’s unjustified lateness, absence, early departure, failure to complete the agreed duration or number of sessions, unilateral change of gameplay, serious breach of confirmed interaction requirements, or plainly passive non-performance remains a failure to perform or non-conforming performance. The provider may not rely on the statement that “results are not guaranteed” to avoid performance obligations unrelated to the gameplay outcome.

**法律依据：**[《中华人民共和国民法典》第四百七十条、第四百九十六条、第五百零九条、第五百七十七条、第五百八十二条至第五百八十五条、第五百九十三条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国消费者权益保护法》第二十条、第二十三条、第二十六条、第二十八条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)；[《中华人民共和国消费者权益保护法实施条例》第十二条、第十七条](https://xzfg.moj.gov.cn/front/law/detail?LawID=1708)；[《网络交易监督管理办法》第十九条、第二十一条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2025/art_4b47c79b8d994a42bba4835997688faa.html)。  
**Legal basis:** Articles 470, 496, 509, 577, 582 to 585, and 593 of the *Civil Code of the People’s Republic of China*; Articles 20, 23, 26, and 28 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*; Articles 12 and 17 of its Implementing Regulations; and Articles 19 and 21 of the *Measures for the Supervision and Administration of Online Transactions*.

### 2.5 协商卡的填写责任、补正与不明确后果

### 2.5 Responsibility for Completing, Correcting, and Clarifying Negotiated Cards

平台内游戏和玩法种类较多，平台无需在通用规则中穷尽列举每一种玩法，但这不减轻服务方准确说明其所售服务的责任。服务方发起协商卡，或者接受由买家发起的协商卡时，对其专业服务内容负有主要审阅和确认义务。服务方应当根据具体玩法，将游戏、区服、模式、服务内容、局数或时长、开始条件、计价方式、完成标准、正常风险、允许消耗、停止或止损条件、退款及未达标后果等重要内容写入协商卡；属于保底单或趣味单的，还应当符合本规则第 2.4 条的专门要求。服务方不得仅以“玩法太多”“行业里都知道”“聊天已经说过”或者类似理由，将重要交易条件留在协商卡之外。

The Platform supports many games and gameplay formats and need not exhaustively list every format in its general rules. This does not reduce the service provider’s responsibility to describe the offered service accurately. When a service provider initiates a Negotiated Card or accepts a card initiated by the buyer, the provider has the primary duty to review and confirm matters within its professional service. According to the specific gameplay format, the provider must record on the card material information including the game, server or region, mode, service content, number of sessions or duration, commencement conditions, pricing method, completion standard, ordinary risks, permitted consumption, stop-loss or termination conditions, refund terms, and consequences of non-achievement. Guaranteed-Outcome Orders and Experience-Focused Orders must also satisfy the special requirements in Section 2.4. A provider may not leave material transaction terms outside the card merely because “there are too many gameplay formats,” “everyone in the industry knows,” “it was already discussed in chat,” or for a similar reason.

协商卡在确认前缺少必填信息、使用“看情况”“尽量”“正常玩”“包满意”等无法客观核验的表述，或者将保底结果、主要风险和未达标后果留空的，平台可以阻止发送、确认或生成订单，并提示发起方补充或重新制作协商卡。服务方在订单生成前及时、完整补正，且未造成交易相对方误解或其他不利影响的，原则上只作补正，不作违规处罚。

If, before confirmation, a Negotiated Card omits required information, uses expressions that cannot be objectively verified—such as “depending on the situation,” “will try,” “play normally,” or “satisfaction guaranteed”—or leaves the guaranteed outcome, principal risks, or consequences of non-achievement blank, the Platform may prevent the card from being sent or confirmed or prevent an order from being generated, and may direct the sender to supplement or recreate it. If the provider makes a timely and complete correction before an order is generated and no misunderstanding or other adverse effect has been caused to the counterparty, the matter will generally be handled through correction only, without an enforcement penalty.

订单生成后、服务开始前发现核心内容缺失或不明确的，服务方应当暂停开始服务，并依照本规则第 2.3 条通过新协商卡或有效的订单补充确认工具完成补正；因服务方未尽填写或审阅义务导致核心内容无法及时补正的，买家可以无责取消订单，尚未履行部分的服务费应当退还。服务方明知或者应当知道协商卡内容不足以确定具体履行标准，仍开始或继续服务的，不得在争议发生后仅以协商卡未写明为由主张其可以任意选择履行方式、拒绝退款或免除责任。买家拒绝提供完成协商卡所必需的信息，提供虚假基线、错误指令或前后矛盾的需求，或者明知内容缺失仍要求立即履行的，应当根据其过错承担相应不利后果。

If a core term is found to be omitted or unclear after the order is generated but before service begins, the provider must suspend commencement and correct the term through a new Negotiated Card or a valid supplemental order-confirmation tool in accordance with Section 2.3. If a timely correction cannot be completed because the provider failed to discharge its completion or review duty, the buyer may cancel the order without fault and the service fee for any unperformed portion must be refunded. A provider that knows or should know that the card is insufficient to determine the applicable performance standard but nevertheless begins or continues performance may not later rely solely on the omission to claim an unrestricted right to select the method of performance, refuse a refund, or avoid responsibility. A buyer who refuses to provide information necessary to complete the card, supplies a false baseline, an erroneous instruction, or inconsistent requirements, or knowingly demands immediate performance despite the omission shall bear the corresponding adverse consequences according to the buyer’s fault.

争议发生后，平台首先依照本规则第 2.3 条确定能够查明的交易内容。歧义主要由服务方未履行前述专业填写和审阅义务造成，且买家不存在相应过错的，平台可以对服务方作出不利的证据评价，并在合理范围内采用不利于该条款提供方的解释；但平台不得凭空补造双方从未约定的保底指标、赔付金额或者其他核心内容。因内容不清导致服务无法合理验收，或者服务方无法证明其已经按照双方共同确认的标准履行的，平台可以根据实际履行比例、双方过错和可核验证据，支持补充履行、部分或全部退款以及依法可认定的损失赔偿。前述退款、补充履行和损失赔偿是订单纠纷的民事救济，不属于平台对服务方另行收取的罚款。

After a dispute arises, the Platform will first determine the ascertainable transaction terms under Section 2.3. If the ambiguity was primarily caused by the provider’s failure to discharge the professional completion and review duties above, and the buyer was not correspondingly at fault, the Platform may draw an adverse evidentiary inference against the provider and, within reasonable limits, adopt an interpretation unfavorable to the party that supplied the term. The Platform may not, however, invent a guaranteed metric, compensation amount, or other core term that the parties never agreed. If the ambiguity prevents reasonable acceptance of the service, or the provider cannot establish performance according to a standard mutually confirmed by the parties, the Platform may support supplementary performance, a partial or full refund, and compensation for legally recognizable loss according to the proportion actually performed, the parties’ respective fault, and verifiable evidence. Such refund, supplementary performance, and loss compensation are civil remedies for the order dispute and are not a separate fine collected by the Platform from the provider.

协商卡未写清、双方未协商一致或者平台无法从有效证据中确定具体交易内容，本身不产生由平台以自有资金赔偿、补偿、垫付或代服务方清偿的义务。平台对歧义作出更有利于保护买家合理权益的平台内处理，也不表示平台承接服务方的债务。此类纠纷中，平台对买家的保护措施限于依法依约退回或控制争议订单款项、要求责任服务方补充履行、退款或赔偿，以及对服务方采取下架广告、限制接单、暂停服务或封禁账号等平台内处置。法律明确规定平台应当自行承担责任，或者本规则第 5.3 条专项平台赔付计划的独立触发条件已经满足的，依照相应法律规定或专项承诺处理；协商卡内容不清本身不得作为触发该专项赔付计划的依据。

An unclear Negotiated Card, a failure by the parties to reach agreement, or the Platform’s inability to determine the specific transaction terms from valid evidence does not by itself create an obligation for the Platform to use its own funds to pay damages or compensation, advance funds, or discharge the provider’s debt. An internal determination that resolves an ambiguity in a manner more protective of the buyer’s reasonable interests does not mean that the Platform assumes the provider’s debt. In such a dispute, the Platform protects the buyer by lawfully returning or controlling the disputed order proceeds, requiring the responsible provider to provide supplementary performance, a refund, or damages, and taking internal measures against the provider such as removing advertisements, restricting order acceptance, suspending services, or banning the account. If applicable law expressly requires the Platform to bear its own liability, or the independent triggering conditions of the special Platform compensation plan under Section 5.3 are satisfied, the applicable law or special commitment shall govern. An unclear Negotiated Card alone does not trigger that special compensation plan.

**法律依据：**[《中华人民共和国民法典》第四百七十条、第四百九十六条至第五百条、第五百零九条、第五百一十条、第五百七十七条、第五百八十二条至第五百八十四条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第十七条、第二十条、第三十二条、第五十八条、第六十一条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国消费者权益保护法》第八条、第二十条、第二十三条、第二十六条、第二十八条、第四十四条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)；[《网络交易监督管理办法》第十九条、第二十一条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2025/art_4b47c79b8d994a42bba4835997688faa.html)。  
**Legal basis:** Articles 470, 496 to 500, 509, 510, 577, and 582 to 584 of the *Civil Code of the People’s Republic of China*; Articles 17, 20, 32, 58, and 61 of the *E-Commerce Law of the People’s Republic of China*; Articles 8, 20, 23, 26, 28, and 44 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*; and Articles 19 and 21 of the *Measures for the Supervision and Administration of Online Transactions*.

## 三、平台内沟通与订单留痕

## III. On-Platform Communications and Order Records

### 3.1 官方沟通渠道与站内留痕优先

### 3.1 Official Communication Channels and Priority of On-Platform Records

平台为订单交易提供私聊、协商卡、订单页面、系统通知、售后申请、证据上传、客服工单和争议处理页面等站内工具。买家与服务方应当优先通过上述可查询、可关联订单的站内工具，沟通和确认服务内容、价格、局数或时长、开始条件、完成标准、游戏内风险、取消、改期、退款、损失处理及其他重要事项。任何一方不得以转移沟通为条件强迫对方使用站外渠道，不得利用站外沟通规避协商卡、平台收费、风险控制、售后处理或证据留存规则。

The Platform provides on-Platform tools for order transactions, including direct messages, Negotiation Cards, order pages, system notifications, after-sales requests, evidence uploads, support tickets, and dispute pages. Buyers and providers should primarily use these searchable tools that can be linked to an order to communicate and confirm material matters, including the service content, price, number of sessions or duration, commencement conditions, completion standard, in-game risks, cancellation, rescheduling, refunds, and loss handling. Neither party may require the other to move off-Platform as a condition of dealing, or use off-Platform communications to circumvent Negotiation Cards, Platform charges, risk controls, after-sales handling, or record-preservation rules.

客服可以按照本规则第 7.3 条，通过站内渠道或者经平台公示、指定的工作微信辅助联系用户，但平台不保证采用某一种渠道、即时联系成功、对方必然回复或者沟通必然达成一致。微信、电话或其他站外沟通形成的重要事实、材料和处理意见，应当在必要范围内回传、摘要记录或关联保存至对应订单或客服工单；客服仅在微信、电话中作出的口头表述，不得作为平台唯一的结案记录。涉及举证期限、退款结果、平台内裁决或账号措施的正式通知，以可查询的站内系统通知、订单记录或争议页面为准，但法律另有规定的除外。

Customer support may assist in contacting users through on-Platform channels or a work WeChat account published or designated by the Platform in accordance with Section 7.3. The Platform does not guarantee use of a particular channel, immediate or successful contact, a response from the other party, or agreement through communication. Material facts, evidence, and handling proposals arising through WeChat, telephone, or another off-Platform channel must, to the extent necessary, be uploaded, summarized, or linked to the relevant order or support ticket. An oral statement made by customer support only through WeChat or telephone may not serve as the Platform’s sole closure record. Unless the law provides otherwise, a formal notice concerning an evidence deadline, refund outcome, Platform-internal adjudication, or account measure is determined by the retrievable on-Platform system notice, order record, or dispute page.

**法律依据：**[《中华人民共和国民法典》第四百六十九条、第五百零九条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第十七条、第三十一条、第五十条、第五十九条至第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)。  
**Legal basis:** Articles 469 and 509 of the *Civil Code of the People’s Republic of China*; and Articles 17, 31, 50, and 59 to 63 of the *E-Commerce Law of the People’s Republic of China*.

### 3.2 微信及其他站外沟通的效力与证据地位

### 3.2 Effect and Evidentiary Status of WeChat and Other Off-Platform Communications

在游戏内语音、微信、电话、短信、电子邮件或其他站外工具中形成的重要约定，双方应当及时返回对应订单，通过协商卡、订单补充确认工具或站内消息准确复述并取得对方明确确认。服务项目、价格、服务对象、局数或时长、预约时间、履行方式、完成标准、取消或者退款安排等核心内容的变更，必须符合本规则第 2.3 条；未经站内有效确认的单方备注或站外表述，不当然变更订单快照，也不当然纳入平台交易保障范围，但其是否构成平台外有效民事约定，由有权机关依据法律和全部证据认定。

If a material arrangement is made through in-game voice chat, WeChat, telephone, text message, email, or another off-Platform tool, the parties should promptly return to the relevant order, accurately restate the arrangement through a Negotiated Card, supplemental-order confirmation tool, or on-Platform message, and obtain the other party’s express confirmation. A change to a core matter—including the service item, price, service recipient, number of sessions or duration, scheduled time, method of performance, completion standard, or cancellation or refund arrangement—must satisfy Section 2.3. A unilateral note or off-Platform statement that has not been validly confirmed on the Platform does not automatically amend the order snapshot or enter the scope of Platform transaction protection. Whether it forms a valid civil agreement outside the Platform is determined by a competent authority under applicable law and all evidence.

微信聊天、电话录音、游戏内聊天、转账记录、图片、视频和其他站外材料，不因形成于平台之外而一概被排除。平台通常无法独立核验站外账号的实际使用人、上下文是否完整、形成时间是否准确以及内容是否经过删除、剪裁、拼接或修改，因此可以要求提交方提供原始设备或原始文件、连续录屏、完整上下文、账号对应关系和能够与订单、支付或游戏记录相互印证的材料。仅有单张截图、局部截取、无法识别参与人或无法说明来源的材料，平台可以降低其证明力，但不得仅因材料对平台或某一方不利而拒绝审查。

WeChat chats, call recordings, in-game chats, transfer records, images, videos, and other off-Platform materials are not categorically excluded merely because they were created outside the Platform. Because the Platform generally cannot independently verify the actual user of an external account, the completeness of the context, the accuracy of the creation time, or whether the material has been deleted, cropped, spliced, or altered, it may require the submitting party to provide the original device or file, a continuous screen recording, complete context, information linking the account to the party, and corroboration from order, payment, or game records. The Platform may assign reduced evidentiary weight to a single screenshot, partial extract, material that does not identify the participants, or material whose source cannot be explained, but may not refuse to review material merely because it is unfavorable to the Platform or one party.

**法律依据：**[《中华人民共和国民法典》第一百三十七条、第一百四十条、第四百六十九条、第五百四十三条、第五百四十四条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《最高人民法院关于民事诉讼证据的若干规定》第十四条、第十五条、第九十条、第九十三条、第九十四条](https://www.court.gov.cn/zixun/xiangqing/212721.html)；[《中华人民共和国电子签名法》第五条至第八条](https://www.miit.gov.cn/jgsj/zfs/fl/art/2022/art_e3f623f70c23497e88a941170093446a.html)。  
**Legal basis:** Articles 137, 140, 469, 543, and 544 of the *Civil Code of the People’s Republic of China*; Articles 14, 15, 90, 93, and 94 of the *Provisions of the Supreme People’s Court on Evidence in Civil Proceedings*; and Articles 5 to 8 of the *Electronic Signature Law of the People’s Republic of China*.

### 3.3 订单档案的组成、版本与时间记录

### 3.3 Contents, Versions, and Timestamps of the Order File

平台订单档案可以包括：用户注册与必要身份核验信息；服务广告或商品页面快照；协商卡的发起、修改、确认和失效记录；订单编号、订单快照与状态变化；订单关联的站内聊天；系统通知内容和投递状态；支付渠道返回的支付、退款与结算状态；服务开始、履行、完成和验收记录；售后申请、双方意见、证据材料、客服工单、平台内裁决和执行结果；账号措施；以及为验证前述记录真实性、完整性和安全性所必要的登录、设备、操作和系统日志。平台仅应在合法、正当、必要的范围内形成和使用上述记录。

The Platform order file may include user-registration and necessary identity-verification information; a snapshot of the service advertisement or listing; records of the creation, amendment, confirmation, and expiry of Negotiation Cards; the order number, order snapshot, and status changes; on-Platform chats linked to the order; system-notification content and delivery status; payment, refund, and settlement status returned by the payment channel; records of commencement, performance, completion, and acceptance; after-sales requests, party submissions, evidence, support tickets, Platform-internal adjudications, and implementation results; account measures; and login, device, action, and system logs necessary to verify the authenticity, integrity, and security of those records. The Platform must create and use such records only to the extent lawful, proper, and necessary.

协商卡或订单条件经双方确认并生成订单后，平台应当生成当时版本的订单快照。任何后续补充或更正应当形成新记录、新版本或者可追溯的更正说明，不得无痕覆盖原记录。双方最后共同确认且合法有效的补充订单记录，仅在其明确变更的范围内优先于原订单快照；未被变更的部分继续适用原快照。站内聊天、广告快照、履行行为和其他证据用于解释或查明交易事实，但不得由任何一方单方倒签、补填或修改已经确认的核心条款。

After the parties confirm a Negotiated Card or order terms and an order is generated, the Platform must create an order snapshot for that version. Any later supplement or correction must create a new record, new version, or traceable correction note and may not silently overwrite the original. The latest legally valid supplemental order record jointly confirmed by both parties prevails over the original snapshot only to the extent of the expressly amended matter; the unamended portions of the original snapshot continue to apply. On-Platform chats, advertising snapshots, performance conduct, and other evidence may be used to interpret or establish transaction facts, but neither party may unilaterally backdate, supplement, or alter a confirmed core term.

除页面另有明确说明外，平台内期限和时间记录使用北京时间。发生客户端显示时间与平台服务器记录不一致时，平台内部处理原则上以经核验的服务器记录为准；有证据证明服务器故障、时钟异常、记录缺失或其他足以影响准确性的情形，平台应当完成技术核查并作出更正说明，不得机械采用错误记录。

Unless a page expressly states otherwise, on-Platform deadlines and timestamps use China Standard Time. If a time shown by a user’s device differs from the Platform server record, the verified server record generally controls for internal handling. If evidence indicates a server fault, clock anomaly, missing record, or another circumstance capable of affecting accuracy, the Platform must conduct a technical review and issue a correction note rather than mechanically rely on an erroneous record.

**法律依据：**[《中华人民共和国电子商务法》第三十一条、第四十八条至第五十条、第六十二条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《最高人民法院关于民事诉讼证据的若干规定》第十四条、第十五条、第九十三条至第九十五条](https://www.court.gov.cn/zixun/xiangqing/212721.html)；[《中华人民共和国电子签名法》第五条至第八条](https://www.miit.gov.cn/jgsj/zfs/fl/art/2022/art_e3f623f70c23497e88a941170093446a.html)。  
**Legal basis:** Articles 31, 48 to 50, and 62 of the *E-Commerce Law of the People’s Republic of China*; Articles 14, 15, and 93 to 95 of the *Provisions of the Supreme People’s Court on Evidence in Civil Proceedings*; and Articles 5 to 8 of the *Electronic Signature Law of the People’s Republic of China*.

### 3.4 系统通知、到达与查阅责任

### 3.4 System Notices, Receipt, and Responsibility to Review

用户同意将其平台账号内的消息中心、对应订单页面和平台明确指定的其他站内区域，作为接收订单及一般平台通知的电子信息系统。系统通知完整进入前述系统，平台生成成功投递记录，且通知处于可以正常检索、识别和打开的状态时，视为送达；送达时间以成功进入系统的时间为准，不以用户实际点开或者逐字阅读为条件。通知未进入指定系统、因平台故障不能打开、链接失效或指向错误版本，或者法律要求采用其他通知方式的，不适用前述到达规则。

Users agree that the message center in their Platform account, the relevant order page, and any other on-Platform area expressly designated by the Platform are electronic information systems for receiving order and ordinary Platform notices. A system notice is delivered when it has fully entered such a system, the Platform has generated a successful-delivery record, and the notice is normally retrievable, identifiable, and capable of being opened. Delivery occurs when the notice successfully enters the system and does not depend on the user actually opening it or reading every word. This receipt rule does not apply if the notice did not enter the designated system, could not be opened because of a Platform fault, contained an invalid link or link to the wrong version, or was legally required to be given by another method.

用户应当妥善管理平台账号、及时更新必要联系方式并合理查看站内消息。对取消订单、退款与补充材料期限、争议结果、账号功能限制、重要规则或者其他重大权益事项，平台还应当按照法律和本规则以显著方式作出特别提示；一般通知已经进入消息中心，不当然证明平台已经对格式条款中的重大利害关系内容履行全部提示和说明义务。第 10.1 条关于四类交易动作的系统通知和操作页面再次提示的专门要求，优先适用。

Users must properly manage their Platform accounts, keep necessary contact details current, and reasonably review on-Platform messages. For an order cancellation, refund or supplemental-evidence deadline, dispute outcome, account-function restriction, material rule, or another matter materially affecting rights, the Platform must also provide the prominent special notice required by law and these Rules. Entry of an ordinary notice into the message center does not by itself prove full performance of the notice and explanation duties for a material term in a standard-form contract. The special requirements in Section 10.1 for system notices and repeated action-page reminders at the four specified transaction actions prevail.

就协商卡和关联订单，平台应当在下列四种情况下分别通过站内系统通知发送《交易规则与权益保障》适用版本的直接链接：（一）买家主动拟定并发送协商卡；（二）买家就协商卡生成的订单付款；（三）服务方主动拟定并发送协商卡；（四）服务方收到买家发送的协商卡并点击“接单”。系统通知应当在用户进入相应操作流程时生成，并且最迟在该次发送、付款或者接单动作完成前进入该用户的站内消息中心。前一次已经发送同一版本的通知，不替代依法或本规则要求在后续触发点再次发送的通知。

For a Negotiated Card and its related order, the Platform must separately send an in-Platform system notice containing a direct link to the applicable version of the *Transaction Rules and Rights Protection Policy* in each of the following four circumstances: (1) the buyer proactively prepares and sends a Negotiated Card; (2) the buyer pays an order generated from a Negotiated Card; (3) the provider proactively prepares and sends a Negotiated Card; and (4) the provider receives a buyer-issued Negotiated Card and clicks “Accept Order.” The system notice must be generated when the user enters the relevant action flow and must enter that user’s in-Platform message center no later than before the sending, payment, or acceptance action is completed. A prior notice concerning the same version does not replace a further notice required by law or these Rules at a later triggering event.

四类系统通知均应当使用可以从网站、应用程序和小程序正常打开的有效链接，直接指向该次交易锁定的具体规则版本，而不是可能静默切换到以后版本的笼统链接。通知及其投递记录应当至少记载通知对象及其买家或服务方角色、触发类型、协商卡或订单编号、规则名称和版本号、目标链接、发送时间、成功进入消息中心的时间及投递状态。链接页面的主站底部入口、小程序访问和历史版本要求，按照第 10.1 条、第 11.2 条和第 11.6 条执行。

Each of the four system notices must use a valid link that can be opened normally from the website, application, and mini program and must point directly to the specific Rules version locked to that transaction, rather than to a generic link that may silently switch to a later version. The notice and delivery record must state at least the recipient and the recipient’s buyer or provider role, trigger type, Negotiated Card or order number, Rules title and version number, destination link, sending time, time of successful entry into the message center, and delivery status. Section 10.1 and Sections 11.2 and 11.6 govern the main-site footer entry, mini-program access, and historical versions of the linked page.

**法律依据：**[《中华人民共和国民法典》第一百三十七条、第四百六十九条、第四百九十六条至第四百九十八条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第三十一条、第三十三条、第五十条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国电子签名法》第十条、第十一条](https://www.miit.gov.cn/jgsj/zfs/fl/art/2022/art_e3f623f70c23497e88a941170093446a.html)；[《网络交易平台规则监督管理办法》第七条至第九条、第十五条、第十六条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)；[《最高人民法院关于适用〈中华人民共和国民法典〉合同编通则若干问题的解释》第十条](https://www.court.gov.cn/zixun/xiangqing/419382.html)。  
**Legal basis:** Articles 137, 469, and 496 to 498 of the *Civil Code of the People’s Republic of China*; Articles 31, 33, and 50 of the *E-Commerce Law of the People’s Republic of China*; Articles 10 and 11 of the *Electronic Signature Law of the People’s Republic of China*; Articles 7 to 9, 15, and 16 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*; and Article 10 of the *Interpretation of the Supreme People’s Court on Several Issues Concerning the Application of the General Provisions on Contracts of the Civil Code of the People’s Republic of China*.

### 3.5 证据提交、真实性与平台内部评价

### 3.5 Evidence Submission, Authenticity, and Internal Assessment

主张订单成立、变更、履行、取消、违约、退款、赔偿或其他事实的一方，应当对其主张提交当时能够合理取得的材料，并说明材料来源、形成时间、关联订单和拟证明事项。用户不得伪造、变造、拼接、篡改或恶意删除证据，不得通过裁剪隐藏对己方不利的关键上下文，不得冒用他人身份或者诱导他人作虚假陈述。违反本款的，按照本规则第 9.2 条处理；涉嫌违法犯罪的，平台可以依法保存线索并向有权机关报告。

A party asserting the formation, amendment, performance, cancellation, breach, refund, damages, or another fact relating to an order must submit the materials reasonably available at that time and explain their source, creation time, related order, and intended fact to be proved. A user may not forge, alter, splice, manipulate, or maliciously delete evidence; crop material to conceal key context adverse to that user; impersonate another person; or induce another person to make a false statement. A violation is handled under Section 9.2. If unlawful or criminal conduct is suspected, the Platform may preserve the relevant lead and report it to a competent authority in accordance with law.

平台可以综合考虑证据来源、形成时间、完整性、连续性、账号归属、提取方式、系统运行情况以及不同材料之间能否相互印证，并可以在合理期限内要求补充原始文件、完整聊天、连续录屏、订单信息、游戏对局记录、支付状态记录或必要身份核验材料。用户控制关键材料却无正当理由拒绝提供的，平台在明确告知所需材料、合理期限和可能后果后，可以对相关主张作出不利的内部证据评价；但不得仅因用户无法取得由游戏运营方、支付机构或其他第三方独占控制的材料，即当然认定其主张不成立。

The Platform may consider the source, creation time, integrity, continuity, account attribution, extraction method, system status, and corroboration among different materials. It may require, within a reasonable period, the original file, complete chat, continuous screen recording, order information, game-session record, payment-status record, or necessary identity-verification material. If a user controls material evidence but refuses without justification to provide it after the Platform has clearly identified the requested material, reasonable deadline, and possible consequence, the Platform may draw an adverse internal evidentiary inference. It may not, however, reject a claim solely because the user cannot obtain material exclusively controlled by a game operator, payment institution, or another third party.

平台系统记录、订单快照以及由依法提供服务的支付机构出具或确认的交易状态记录，不因采用电子形式而当然失去证明作用，但任何单项材料均不具有不可推翻或者排除其他证据的效力。平台的证据评价仅服务于平台内处理，不代替人民法院、仲裁机构或行政机关对证据真实性、合法性、关联性和证明力的依法认定。

Platform system records, order snapshots, and transaction-status records issued or confirmed by a payment institution lawfully providing services do not lose evidentiary value merely because they are electronic. No single item is irrebuttable or excludes other evidence. The Platform’s evidentiary assessment serves only its internal handling and does not replace the lawful determination by a people’s court, arbitral tribunal, or administrative authority of authenticity, legality, relevance, or probative value.

**法律依据：**[《最高人民法院关于民事诉讼证据的若干规定》第十四条、第十五条、第八十七条、第九十条、第九十三条至第九十五条](https://www.court.gov.cn/zixun/xiangqing/212721.html)；[《中华人民共和国电子商务法》第六十二条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)。  
**Legal basis:** Articles 14, 15, 87, 90, and 93 to 95 of the *Provisions of the Supreme People’s Court on Evidence in Civil Proceedings*; and Article 62 of the *E-Commerce Law of the People’s Republic of China*.

### 3.6 消息撤回、截图删除与证据保全

### 3.6 Message Withdrawal, Screenshot Deletion, and Evidence Preservation

用户在产品界面撤回、删除或隐藏站内消息、图片、截图或其他文件，原则上仅改变相关内容在其当前界面的展示状态，不当然删除对方已经收到的副本、订单档案、必要安全日志或已经进入退款、投诉和争议处理档案的材料。平台可以显示“已撤回”“已删除”或者类似状态，并在必要范围内保留操作账号、操作时间、内容标识和操作类型等审计信息。任何一方不得通过撤回、删除账号或者要求清除聊天，改变已经发生的交易事实或者妨碍平台履行法定保存义务。

A user’s withdrawal, deletion, or hiding of an on-Platform message, image, screenshot, or other file through the product interface generally changes only how that content is displayed in the user’s current interface. It does not automatically delete a copy already received by the other party, the order file, a necessary security log, or material already included in a refund, complaint, or dispute file. The Platform may display a “withdrawn,” “deleted,” or similar status and retain, to the extent necessary, audit information such as the acting account, action time, content identifier, and action type. Neither party may use message withdrawal, account deletion, or a request to erase chats to alter completed transaction facts or obstruct the Platform’s statutory retention duties.

订单已经协商退款并结案后，普通聊天界面中的截图或附件无需永久向双方展示；为减少个人信息暴露、骚扰或重复提交，平台可以在前台隐藏、限制访问或者删除重复、无关、违法违规或超过展示必要期限的副本。但是，只要原始材料与订单、退款、结算、平台内裁决、潜在诉讼或监管调查有关，且仍在法定或本规则规定的保存期限内，平台应当在后台订单档案中保存必要原件、可核验副本和审计记录。前台不再显示不等于原始证据已经销毁，也不表示任何一方放弃、免除或者重新取得实体权利。

After the parties have negotiated a refund and the case is closed, screenshots or attachments in the ordinary chat interface need not remain permanently visible to both parties. To reduce exposure of personal information, harassment, or repetitive submissions, the Platform may hide, restrict access to, or remove from the front end a duplicate, irrelevant, unlawful, non-compliant, or no-longer-necessary display copy. However, for as long as original material remains relevant to the order, refund, settlement, Platform-internal adjudication, potential litigation, or regulatory investigation and is within the statutory or Rules-based retention period, the Platform must preserve the necessary original, verifiable copy, and audit record in the back-end order file. Removal from front-end display does not mean that the original evidence has been destroyed and does not establish that a party has waived, been released from, or reacquired a substantive right.

存在尚未结束的退款、投诉、支付争议、仲裁、诉讼、行政调查，或者平台已经收到合理证据保全请求时，平台可以暂停删除相关记录。保存期限届满、处理目的已经实现、相关记录不再必要且不存在其他合法保存依据后，平台应当依法删除相应个人信息或者进行匿名化处理。用户仍应自行保存其认为重要的原始设备和文件；平台不保证永久保存，也无法保证恢复用户已从微信、游戏或其他外部工具中删除的内容。

If a refund, complaint, payment dispute, arbitration, litigation, or administrative investigation remains pending, or the Platform has received a reasonable evidence-preservation request, the Platform may suspend deletion of the relevant records. After the retention period expires, the processing purpose has been achieved, the records are no longer necessary, and no other lawful retention basis exists, the Platform must delete or anonymize the corresponding personal information in accordance with law. Users must still preserve any original device and file they consider important. The Platform does not guarantee permanent retention and cannot guarantee recovery of content that a user deleted from WeChat, a game, or another external tool.

**法律依据：**[《中华人民共和国电子商务法》第三十一条、第六十二条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国个人信息保护法》第十九条、第四十七条、第五十一条](https://www.cac.gov.cn/2021-08/20/c_1631050028355286.htm)；[《最高人民法院关于民事诉讼证据的若干规定》第九十三条至第九十五条](https://www.court.gov.cn/zixun/xiangqing/212721.html)。  
**Legal basis:** Articles 31 and 62 of the *E-Commerce Law of the People’s Republic of China*; Articles 19, 47, and 51 of the *Personal Information Protection Law of the People’s Republic of China*; and Articles 93 to 95 of the *Provisions of the Supreme People’s Court on Evidence in Civil Proceedings*.

### 3.7 保存期限、用户查阅与历史更正

### 3.7 Retention Periods, User Access, and Historical Corrections

平台对依法属于商品或服务信息、交易信息的订单记录，自交易完成之日起保存不少于三年；法律、行政法规或者有权机关依法要求更长保存期限的，从其规定。与订单内容、履行、付款、退款、结算或争议处理直接相关的站内沟通、协商卡、订单快照、系统通知和证据提交记录，在必要范围内随订单档案保存。订单存在尚未结束的投诉、退款、仲裁、诉讼或行政调查时，相关档案至少保存至该事项最终结束后三年；超过实现保存目的所必要期限的个人信息，应当依法删除或匿名化。

The Platform retains order records that constitute legally regulated product, service, or transaction information for at least three years after completion of the transaction. A longer period applies where required by law, administrative regulation, or a lawful demand of a competent authority. On-Platform communications, Negotiation Cards, order snapshots, system notifications, and evidence submissions directly relating to the order terms, performance, payment, refund, settlement, or dispute handling are retained with the order file to the extent necessary. If a complaint, refund matter, arbitration, litigation, or administrative investigation remains unresolved, the relevant file is retained at least until three years after that matter finally ends. Personal information retained beyond the period necessary for the purpose must be deleted or anonymized in accordance with law.

用户可以通过平台提供的功能查阅可展示的订单历史、协商卡、订单快照、支付和退款状态以及与本人有关的站内沟通，并可以依法申请复制、更正或以平台支持的格式导出本人个人信息。为保护其他用户或第三方的个人信息、商业秘密和系统安全，平台可以核验申请人身份，并对无关信息进行遮蔽、去标识化或者分离处理。账号注销不当然消灭平台依法保存订单和争议记录的义务；保存期间平台应当限制其用于履行保存义务、处理争议或保护合法权益，不得继续用于与保存目的无关的营销。

Users may use available Platform functions to review displayable order history, Negotiation Cards, order snapshots, payment and refund status, and on-Platform communications relating to them, and may lawfully request a copy, correction, or export of their personal information in a Platform-supported format. To protect the personal information and trade secrets of other users or third parties and system security, the Platform may verify the requester’s identity and redact, de-identify, or separate irrelevant information. Account cancellation does not automatically extinguish the Platform’s legal duty to retain order and dispute records. During retention, use must be limited to fulfilling the retention duty, handling a dispute, or protecting lawful rights and may not continue for marketing unrelated to the retention purpose.

历史订单或聊天记录存在客观错误的，用户可以申请更正。为保持证据完整性，平台可以采用添加更正说明、补充记录或生成新版本的方式处理，而不直接覆盖原始历史记录。平台拒绝或者无法完全满足查阅、更正、复制或删除请求的，应当依照法律说明主要理由，并提供适当的投诉或救济途径。

A user may request correction of an objectively inaccurate historical order or chat record. To preserve evidentiary integrity, the Platform may add a correction note, supplemental record, or new version rather than overwrite the original historical record. If the Platform refuses or cannot fully satisfy a request for access, correction, copying, or deletion, it must explain the principal reason and provide an appropriate complaint or remedy channel as required by law.

**法律依据：**[《中华人民共和国民法典》第一百八十八条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第二十四条、第三十一条、第六十二条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国个人信息保护法》第十九条、第四十四条至第五十条](https://www.cac.gov.cn/2021-08/20/c_1631050028355286.htm)。  
**Legal basis:** Article 188 of the *Civil Code of the People’s Republic of China*; Articles 24, 31, and 62 of the *E-Commerce Law of the People’s Republic of China*; and Articles 19 and 44 to 50 of the *Personal Information Protection Law of the People’s Republic of China*.

### 3.8 个人信息最小化与材料安全

### 3.8 Data Minimization and Security of Submitted Materials

用户在聊天或提交材料时，应当仅提供处理订单或争议所必需的信息，并尽量遮蔽与争议无关的身份证号码、面部图像、电话号码、住址、金融账户、精确位置、健康信息、未成年人信息及第三方信息。用户提交含有他人个人信息的材料，应当具有合法处理依据，并限于证明订单主张所必要的范围，不得借提交证据公开传播、骚扰、威胁或者非法利用他人信息。

When chatting or submitting materials, a user must provide only information necessary to handle the order or dispute and should redact unrelated identity-card numbers, facial images, telephone numbers, addresses, financial-account details, precise locations, health information, minors’ information, and third-party information. A user submitting material containing another person’s personal information must have a lawful basis and limit the submission to what is necessary to establish the relevant order claim. Evidence submission may not be used to publicly disseminate, harass, threaten, or unlawfully exploit another person’s information.

用户不得在普通聊天、截图或工单正文中发送游戏账号密码、支付密码、短信验证码、动态口令、私钥或其他身份认证凭证。平台工作人员需要核验身份或支付状态时，应当使用平台指定的安全入口，不得索取用户完整密码、短信验证码或动态口令。平台应当依照最小权限原则限制客服、超级管理员和技术人员访问订单档案的范围，对访问、导出、修改和披露形成审计记录，并对敏感个人信息采取更严格的技术和管理措施。

Users must not send game-account passwords, payment passwords, SMS verification codes, one-time passwords, private keys, or other authentication credentials through ordinary chat, screenshots, or the body of a support ticket. If Platform personnel need to verify identity or payment status, they must use a designated secure channel and may not request a user’s full password, SMS verification code, or one-time password. The Platform must apply least-privilege access controls to customer-support personnel, super administrators, and technical personnel; maintain audit records of access, export, modification, and disclosure; and adopt stricter technical and organizational measures for sensitive personal information.

**法律依据：**[《中华人民共和国电子商务法》第二十三条、第三十条、第三十一条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国个人信息保护法》第五条至第九条、第十三条、第十七条、第十九条、第二十一条、第二十三条、第二十八条至第三十一条、第五十一条、第五十五条](https://www.cac.gov.cn/2021-08/20/c_1631050028355286.htm)。  
**Legal basis:** Articles 23, 30, and 31 of the *E-Commerce Law of the People’s Republic of China*; and Articles 5 to 9, 13, 17, 19, 21, 23, 28 to 31, 51, and 55 of the *Personal Information Protection Law of the People’s Republic of China*.

### 3.9 司法、监管调取与对外提供

### 3.9 Judicial or Regulatory Requests and External Disclosure

平台收到人民法院、人民检察院、公安机关、国家安全机关、市场监督管理部门、网信部门、税务机关或其他有权机关依法提出的有效调取、保存、证据保全或协助调查要求时，可以在核验请求主体、法定权限、法律文书和范围后，依法保存并提供相关记录。平台原则上仅提供与请求事项有关且必要的信息，并对调取、导出和提供情况形成必要记录；法律要求保密或者告知可能妨碍调查、危害安全或侵害他人合法权益的，平台可以依法不向用户提前告知。

If the Platform receives a valid request from a people’s court, people’s procuratorate, public-security authority, state-security authority, market-regulation authority, cyberspace authority, tax authority, or another competent authority for lawful production, preservation, evidence preservation, or investigative assistance, it may preserve and provide the relevant records after verifying the requesting body, statutory authority, legal instrument, and scope. The Platform generally provides only information relevant and necessary to the request and creates necessary records of the retrieval, export, and disclosure. It may lawfully withhold advance notice from the user where confidentiality is legally required or notice could obstruct an investigation, endanger security, or infringe another person’s lawful rights.

普通个人、企业或未经授权的第三方提出的非正式请求，不当然构成平台披露订单档案或个人信息的依据。当事人认为证据可能灭失或者以后难以取得的，可以依法向人民法院申请证据保全，平台应当依法配合有权机关。向中华人民共和国境外的司法或执法机构提供存储于境内的个人信息，依照中国法律规定的主管机关批准、国际司法协助或其他法定程序办理。

An informal request from an ordinary individual, business, or unauthorized third party does not by itself authorize the Platform to disclose an order file or personal information. A party that believes evidence may be lost or become difficult to obtain may apply to a people’s court for evidence preservation, and the Platform will lawfully cooperate with a competent authority. Personal information stored in China may be provided to a foreign judicial or law-enforcement authority only through approval by the competent Chinese authority, international judicial assistance, or another procedure prescribed by Chinese law.

**法律依据：**[《中华人民共和国电子商务法》第二十五条、第六十二条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国个人信息保护法》第十三条、第十八条、第四十一条](https://www.cac.gov.cn/2021-08/20/c_1631050028355286.htm)；[《最高人民法院关于民事诉讼证据的若干规定》第二十五条至第二十九条](https://www.court.gov.cn/zixun/xiangqing/212721.html)。  
**Legal basis:** Articles 25 and 62 of the *E-Commerce Law of the People’s Republic of China*; Articles 13, 18, and 41 of the *Personal Information Protection Law of the People’s Republic of China*; and Articles 25 to 29 of the *Provisions of the Supreme People’s Court on Evidence in Civil Proceedings*.

## 四、订单款支付、暂缓结算与退款安排

## IV. Order Payments, Deferred Settlement, and Refund Arrangements

### 4.1 汇付支付通道、平台角色与资金性质

### 4.1 Huifu Payment Channel, Platform Role, and Nature of Funds

平台当前接入“汇付”品牌的支付服务通道。具体为每笔交易提供支付服务的持牌法人、支付业务许可证信息、支付服务协议、收费标准及投诉联系方式，以付款页面、汇付支付服务协议和相关公示中显示的信息为准，以下统称“汇付支付机构”。平台应当持续核验实际合作主体具备与所提供服务相匹配的支付业务许可，并在用户付款前清晰展示实际支付服务主体；合作主体、资金路径或重要服务规则发生变化的，应当依法及时更新公示并履行必要的通知义务。

The Platform currently connects to payment services offered under the “Huifu” brand. The licensed legal entity that provides payment services for a particular transaction, its payment-business licence information, payment-service agreement, fee schedule, and complaint contact details are those displayed on the payment page, in the Huifu payment-service agreement, and in the relevant disclosures; that entity is referred to below as the “Huifu Payment Institution.” The Platform must continuously verify that the actual partner holds a payment-business licence covering the services provided and clearly identify the actual payment-service provider before a user pays. A change in the partner, fund flow, or material service rule must be promptly disclosed and notified as required by law.

SugarPlay 不是商业银行或非银行支付机构，不以自身名义为用户开立支付账户，不吸收存款，不接收用户充值，不自行办理电子支付指令项下的货币资金转移，不从事或者变相从事金融监管意义上的跨机构清算。平台仅在依法合规的支付合作架构内，向汇付支付机构传递必要的订单和业务指令、接收并展示支付状态、协助对账，并在依法依约获得授权的范围内提交结算、暂缓结算或退款请求。实际支付验证、资金划转、客户备付金管理和结算处理，由汇付支付机构及其连接的银行、清算机构按照各自法定职责、服务协议和监管规定完成。

SugarPlay is not a commercial bank or non-bank payment institution. It does not open payment accounts for users in its own name, take deposits, accept user top-ups, independently transfer monetary funds under electronic payment instructions, or conduct or disguisedly conduct inter-institutional clearing regulated under financial law. Within a lawful and compliant payment-partner structure, the Platform only transmits necessary order data and business instructions to the Huifu Payment Institution, receives and displays payment status, assists with reconciliation, and submits settlement, deferred-settlement, or refund requests within the scope lawfully and contractually authorized. Actual payment authentication, transfer of funds, management of customer reserve funds, and settlement processing are performed by the Huifu Payment Institution and connected banks or clearing institutions under their respective statutory functions, service agreements, and regulatory requirements.

对已实际开通相应功能的订单，平台现行系统通过汇付提供的延迟交易确认、分账和结算等产品能力传递订单级业务指令；需要使用汇付接口中称为“主动取现”的功能时，该指令只能用于将依法符合结算条件的款项结算至汇付已经核验的服务方收款账户，平台不是该笔取现的收款人。上述技术名称仅用于说明资金流程，不表示平台取得订单款、客户备付金或服务方外部账户资金的占有、所有或者任意处分权；汇付具体受理何种指令、何时完成处理及是否要求补充核验，以适用于该笔订单的汇付产品协议、接口结果和监管要求为准。

For orders for which the relevant functions have actually been enabled, the Platform’s current system transmits order-level business instructions using Huifu product capabilities such as delayed-transaction confirmation, split settlement, and settlement processing. Where an interface function described by Huifu as “active withdrawal” is required, that instruction may be used only to settle an eligible amount to a provider receiving account already verified by Huifu; the Platform is not the recipient of that withdrawal. These technical labels describe the fund flow only. They do not mean that the Platform possesses, owns, or may freely dispose of Order Funds, customer reserve funds, or funds in a provider’s external account. The instructions accepted by Huifu, processing time, and any supplemental-verification requirement are governed by the Huifu product agreement, interface result, and regulatory requirements applicable to the particular order.

本章下列用语具有以下含义：“订单款”是指买家就特定订单通过平台展示的汇付支付通道支付的全部款项；“待结算款”是指汇付支付机构尚未向服务方完成结算、平台依据订单状态显示的预计应收或待处理金额；“平台自有资金”是指平台资本金、已经依法完成结算并归属于平台的服务费及平台依法享有的其他财产，不包括尚待支付、结算或退款的订单款，也不包括支付机构依法管理的客户备付金。页面显示的“待结算”“预计可结算”“退款中”等仅为订单业务状态记录，不是平台为用户开立的银行账户或支付账户，不是存款、信托、理财产品或平台信用担保，不产生利息或投资收益。

For purposes of this Chapter, “Order Funds” means all amounts paid by a buyer for a specific order through the Huifu payment channel displayed by the Platform; “Pending Settlement Amount” means the expected receivable or pending amount shown by the Platform according to order status before the Huifu Payment Institution has completed settlement to the provider; and “Platform Proprietary Funds” means the Platform’s capital, service fees lawfully settled and vested in the Platform, and other property lawfully owned by the Platform, excluding Order Funds awaiting payment, settlement, or refund and customer reserve funds lawfully managed by a payment institution. Labels such as “pending settlement,” “expected to be available for settlement,” or “refund processing” are only order-business status records. They are not a bank or payment account opened by the Platform for a user, a deposit, trust, investment product, or Platform credit guarantee, and they do not accrue interest or investment returns.

本规则所称“结算”，仅指平台依据订单状态计算应付金额并向汇付支付机构提交相应业务请求，不是金融监管意义上的跨机构资金清算；“暂缓结算”仅指平台暂不提交或者请求汇付支付机构暂缓执行特定订单的结算，不是平台对用户银行账户、支付账户、客户备付金或者其他外部财产采取司法意义上的冻结。除非平台与服务方另行依法设立并明确约定消费者权益保证金，订单款、待结算款和保证金不得相互混称；任何保证金均不得进入平台资金池或被当然视为平台收入。

“Settlement” in these Rules means only that the Platform calculates the payable amount according to order status and submits the corresponding business request to the Huifu Payment Institution. It is not inter-institutional clearing regulated under financial law. “Deferred Settlement” means only that the Platform temporarily refrains from submitting, or asks the Huifu Payment Institution to defer execution of, settlement for a specific order. It is not a judicial freeze imposed by the Platform on a user’s bank account, payment account, customer reserve funds, or other external property. Unless the Platform and provider separately and lawfully establish and expressly agree on a consumer-protection security deposit, Order Funds, Pending Settlement Amounts, and security deposits may not be conflated. No security deposit may enter a Platform fund pool or automatically be treated as Platform revenue.

订单款不得先进入平台日常经营账户、与平台自有资金混同或者跨订单沉淀、归集后再由平台向多个服务方自行划转。平台应当使用汇付支付机构依法提供并与平台交易场景相匹配的商户入网、订单支付、分账或结算产品，使实际服务方、订单和资金路径能够依法核验。实际支付架构不符合本款要求的，平台不得仅凭本规则中的文字将其描述为合规“托管”，而应当在完成合规整改前停止使用相关资金路径。

Order Funds may not first enter the Platform’s ordinary operating account, be commingled with Platform Proprietary Funds, or be accumulated or pooled across orders and then independently transferred by the Platform to multiple providers. The Platform must use merchant-onboarding, order-payment, split-settlement, or settlement products lawfully offered by the Huifu Payment Institution and suited to the marketplace scenario, so that the actual provider, order, and fund flow can be lawfully verified. If the actual payment structure does not satisfy this paragraph, wording in these Rules may not be used to describe it as compliant “escrow”; the Platform must stop using that fund flow until compliance has been remedied.

**法律依据：**[《中华人民共和国电子商务法》第九条、第四十六条、第五十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《非银行支付机构监督管理条例》第二条、第六条、第十五条、第十六条、第二十条、第二十七条至第三十条](https://www.pbc.gov.cn/tiaofasi/144941/144953/5174993/index.html)。  
**Legal basis:** Articles 9, 46, and 53 of the *E-Commerce Law of the People’s Republic of China*; and Articles 2, 6, 15, 16, 20, and 27 to 30 of the *Regulations on the Supervision and Administration of Non-bank Payment Institutions*.

### 4.2 指定支付渠道与禁止站外收款

### 4.2 Designated Payment Channels and Prohibition of Off-Platform Collection

买家应当通过订单付款页面当时展示的汇付支付机构及可用支付方式付款。服务方、客服及其他人员不得要求买家向个人银行账户、个人微信或支付宝账户、私人收款码、游戏外交易群或者其他未经平台订单确认的渠道转账，也不得以补差价、保证金、押金、解冻费、验资费、手续费或其他名义绕过原订单另行收款。订单内容或者价格确需变更的，应当依照本规则第 2.3 条重新确认，不得以站外补款代替订单变更。

The buyer must pay through the Huifu Payment Institution and an available payment method displayed on the order payment page at the time of payment. No provider, customer-support representative, or other person may require the buyer to transfer funds to a personal bank account, personal WeChat or Alipay account, private collection code, off-Platform transaction group, or another channel not confirmed through the Platform order. No person may bypass the original order by separately collecting a price difference, security deposit, deposit, unfreezing fee, verification fee, processing fee, or other charge. If the order content or price must change, it must be reconfirmed under Section 2.3; an off-Platform supplemental payment may not replace an order amendment.

未经平台指定渠道完成的付款，不计入原订单的付款状态，原则上不纳入平台交易保障，平台也无法通过原订单直接暂缓其结算或者办理原路退款。平台知悉服务方诱导站外交易、规避平台服务费或利用站外收款实施欺诈的，可以保存已有材料、制止相关行为，并按照第九章采取下架广告、限制接单、暂停服务或封禁账号等措施。站外付款不纳入平台内部保障，不等于平台可以否认其依法核验线索、协助消费者维权或者向有权机关提供信息的义务，也不等于当然否定双方平台外民事行为的法律效力。

A payment made outside a Platform-designated channel is not reflected as payment for the original order, is generally outside Platform transaction protection, and cannot be directly subjected to deferred settlement or returned through the original route within that order. If the Platform becomes aware that a provider induced an off-Platform transaction, circumvented Platform fees, or used off-Platform collection to commit fraud, it may preserve existing materials, stop the conduct, and take measures under Section IX, including removing advertisements, restricting order acceptance, suspending service, or banning the account. Exclusion from internal Platform protection does not permit the Platform to deny a statutory duty to investigate reported clues, assist consumers in protecting lawful rights, or provide information to a competent authority, and does not automatically determine the legal validity of a civil act outside the Platform.

平台不得自行向用户提供可独立充值、转账、提现或发出资金划转指令的“平台钱包”或“平台余额”。以后确需上线余额、预付款或类似功能的，应当在具备相应业务许可的银行或支付机构提供的合规产品中实现，并另行清晰说明服务主体、资金性质、适用协议、使用限制、退出和退款方式。本规则不得被解释为已经授权平台开展上述业务。

The Platform may not independently offer a “Platform wallet” or “Platform balance” through which a user can separately top up, transfer, withdraw, or issue fund-transfer instructions. If a balance, prepayment, or similar function is introduced in the future, it must be implemented through a compliant product offered by a bank or payment institution holding the required licence, with the service provider, nature of funds, applicable agreement, usage restrictions, exit method, and refund method separately and clearly disclosed. These Rules do not authorize the Platform to conduct such business.

**法律依据：**[《非银行支付机构监督管理条例》第六条、第二十条、第二十三条、第二十四条](https://www.pbc.gov.cn/tiaofasi/144941/144953/5174993/index.html)；[《中华人民共和国电子商务法》第四十九条、第五十三条至第五十七条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国民法典》第五百零九条、第九百六十五条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)。  
**Legal basis:** Articles 6, 20, 23, and 24 of the *Regulations on the Supervision and Administration of Non-bank Payment Institutions*; Articles 49 and 53 to 57 of the *E-Commerce Law of the People’s Republic of China*; and Articles 509 and 965 of the *Civil Code of the People’s Republic of China*.

### 4.3 价格构成、支付核对与付款成功

### 4.3 Price Components, Payment Verification, and Successful Payment

平台应当在买家付款前清晰展示服务价款、优惠抵扣、平台依法收取的费用、依法代扣代缴的款项、支付方式以及其他不可避免的费用，并显示本次应付总额；同时按照第 10.1 条发送系统通知并在付款页面作出显著提示。未在付款前依法明示的费用，不得在付款后另行收取或者擅自从退款、待结算款中扣除。买家发出支付指令前，应当核对订单编号、服务方、服务内容、应付金额、支付渠道及页面显示的收款相关信息；买家在相应通知和提示有效送达后主动完成付款的，构成对第 10.1 条的电子确认。

Before payment, the Platform must clearly display the service price, discount, fee lawfully charged by the Platform, amount withheld or remitted as required by law, payment method, any other unavoidable charge, and the total amount payable. It must also send the system notification and provide the prominent payment-page notice required by Section 10.1. A charge not lawfully disclosed before payment may not be collected afterward or deducted without authority from a refund or Pending Settlement Amount. Before issuing a payment instruction, the buyer must verify the order number, provider, service content, amount payable, payment channel, and payment-related recipient information shown on the page. If the required notification and notice were effectively delivered and the buyer voluntarily completes payment, the payment constitutes electronic confirmation of Section 10.1.

订单创建成功、支付工具显示扣款、银行短信、转账截图或聊天截图，可以作为核验材料，但不能单独证明平台订单已经支付成功。平台收到汇付支付机构返回的有效支付成功结果，并与订单编号、金额及必要交易信息匹配后，订单方可标记为“已支付”并纳入第 2.2 条所述平台交易保障。二者不一致时，订单应标记为“支付核验中”或者其他等效状态；平台和服务方不得要求买家在核验完成前重复付款，服务方也不应仅凭截图开始高风险、不可逆的服务。

Successful order creation, a debit shown by a payment instrument, a bank message, a transfer screenshot, or a chat screenshot may be used as verification material, but none alone proves that a Platform order has been successfully paid. The order may be marked “Paid” and become eligible for Platform transaction protection under Section 2.2 only after the Platform receives a valid successful-payment result from the Huifu Payment Institution and matches it to the order number, amount, and necessary transaction data. If the records do not match, the order must be marked “Payment Under Verification” or with an equivalent status. The Platform and provider may not require the buyer to pay again before verification is completed, and the provider should not begin high-risk or irreversible performance solely on the basis of a screenshot.

发生重复扣款、金额错误、支付成功回调延迟、订单关闭后扣款或者疑似未经授权支付时，平台应当设置支付异常处理流程，核对其掌握的订单记录并及时协助向汇付支付机构传递必要信息。此类技术纠正不受普通售后“仅买家可以发起退款”的流程机械限制。支付指令错误、未经授权支付及相应损失的最终处理，由汇付支付机构、相关银行和有权机关依照法律及支付服务协议确定；平台对其自身提供错误订单信息、重复提交指令或无正当理由不予协助造成的损失，依法承担相应责任。

If there is a duplicate debit, incorrect amount, delayed successful-payment callback, debit after order closure, or suspected unauthorized payment, the Platform must provide a payment-anomaly process, review the order records in its possession, and promptly assist in transmitting necessary information to the Huifu Payment Institution. Such technical correction is not mechanically restricted by the ordinary after-sales rule that only the buyer may initiate a refund. The final handling of an erroneous payment instruction, unauthorized payment, and resulting loss is determined by the Huifu Payment Institution, relevant bank, and competent authority under applicable law and the payment-service agreement. The Platform bears corresponding liability under law for loss caused by its own incorrect order information, duplicate instruction, or unjustified failure to assist.

**法律依据：**[《中华人民共和国电子商务法》第四十八条至第五十条、第五十三条至第五十七条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国消费者权益保护法》第八条、第二十条、第二十六条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)；[《互联网平台价格行为规则》第四条、第七条、第十二条、第二十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/jjjzs/art/2025/art_eef66659c9624c5091bd3acd050b1710.html)。  
**Legal basis:** Articles 48 to 50 and 53 to 57 of the *E-Commerce Law of the People’s Republic of China*; Articles 8, 20, and 26 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*; and Articles 4, 7, 12, and 20 of the *Rules on Pricing Conduct of Internet Platforms*.

### 4.4 服务方结算条件、周期与收款账户

### 4.4 Provider Settlement Conditions, Cycle, and Receiving Account

服务方仅在同时满足下列条件时取得对应订单款的结算资格：（一）汇付支付机构已经确认买家付款成功，且不存在支付撤销或者明显异常；（二）服务方已按照协商卡、订单及适用专项规则完成服务；（三）订单已达到买家确认完成、按照服务方发卡或接单前已经公示的规则自动完成，或者超级管理员依法依规裁决可以结算的状态；（四）不存在尚未处理完毕的退款、交易争议、有权机关协查或其他依法应当暂缓结算的事项；（五）服务方已经完成必要实名、实际经营者及收款账户核验；（六）不存在汇付支付机构依法采取的延迟结算、限制业务或其他资金风险控制措施。

A provider becomes eligible for settlement of the corresponding Order Funds only when all of the following conditions are met: (1) the Huifu Payment Institution has confirmed successful payment by the buyer, with no payment reversal or apparent anomaly; (2) the provider has completed the service under the Negotiated Card, order, and applicable specific rules; (3) the order has reached a status of completion confirmed by the buyer, automatic completion under rules disclosed before the provider sent the card or accepted the order, or eligibility for settlement under a lawful and rules-based determination by the Super Administrator; (4) no refund, transaction dispute, competent-authority inquiry, or other matter requiring lawful deferral remains pending; (5) the provider has completed necessary verification of real identity, actual operator, and receiving account; and (6) no delayed settlement, business restriction, or other lawful fund-risk measure has been imposed by the Huifu Payment Institution.

服务方最早可以在买家付款成功满三十个连续分钟后标记“服务完成”；买家认为服务已经实际完成的，可以在服务方标记前主动确认完成。三十分钟只是系统为降低误操作、虚假履约及异常结算风险设置的最低操作间隔，不是服务方已经完整履约的证明，也不得用于缩短协商卡约定的服务时长或者免除服务方的举证责任。

A provider may mark “Service Completed” no earlier than thirty consecutive minutes after the buyer’s successful payment. If the buyer considers that the service has actually been completed, the buyer may affirm completion before the provider applies that mark. The thirty-minute period is only a minimum operational interval designed to reduce erroneous operations, sham performance, and abnormal-settlement risk. It is not proof of complete performance and may not shorten the service duration stated in the Negotiated Card or relieve the provider of its evidentiary burden.

“服务方标记服务完成”与“买家主动确认完成”中较早成功记入平台订单系统的时点，同时作为退款入口期限和结算保护期的起算点；买家先确认完成的，系统应当生成等效的完成时间记录，无须等待服务方再次标记。所有时点均以北京时间及平台服务器成功记入订单的时间为准。自起算点起连续一百六十八小时，即七个完整的二十四小时期间，为订单确认与结算保护期；平台依第 4.5 条暂缓自动结算的期间不计入该一百六十八小时。自同一起算点起连续一百四十四小时，即六个完整的二十四小时期间内，买家可以通过原订单普通退款入口发起售后退款。

The earlier of (i) the provider’s “Service Completed” mark and (ii) the buyer’s affirmative confirmation of completion, as successfully recorded in the Platform order system, starts both the refund-entry period and the settlement-protection period. If the buyer confirms first, the system must generate an equivalent completion timestamp without waiting for a later provider mark. All times are determined by Beijing time and the time of successful recording on the Platform server. The order-confirmation and settlement-protection period runs for 168 consecutive hours—seven complete 24-hour periods—from that starting point. A period of automatic-settlement deferral under Section 4.5 is excluded from those 168 hours. During the first 144 consecutive hours—six complete 24-hour periods—from the same starting point, the buyer may initiate an ordinary after-sales refund through the original-order refund entry.

买家在一百六十八小时保护期届满前主动确认完成的，订单可以先变更为“已完成”，但该确认不缩短一百四十四小时普通退款入口期限或者一百六十八小时结算保护期，该订单待结算款仍须等待剩余有效保护时间届满。买家确认页面应当在确认按钮附近显著提示：“确认完成仅确认当前履约状态，不缩短普通退款入口期限或结算保护期，也不表示放弃尚未发现且依法可以主张的事项。”服务方不得以开始或继续服务、返利、继续组队、提供账号或其他利益为条件，强迫、欺骗或者不当诱导买家提前确认。买家未主动确认、订单未进入退款或争议流程且不存在暂缓结算事由的，一百六十八小时有效倒计时届满后，系统自动确认订单完成。

If the buyer affirmatively confirms completion before expiry of the 168-hour protection period, the order may first change to “Completed,” but that confirmation does not shorten either the 144-hour ordinary-refund-entry period or the 168-hour settlement-protection period. The Pending Settlement Amount for the order remains subject to the balance of the effective protection period. Near the confirmation button, the buyer-confirmation page must prominently state: “Confirmation acknowledges only the current performance status. It does not shorten the ordinary-refund-entry period or settlement-protection period, and does not waive a matter not yet discovered that may lawfully be asserted.” A provider may not coerce, deceive, or improperly induce early confirmation by making the commencement or continuation of service, a rebate, continued team play, provision of an account, or another benefit conditional upon confirmation. If the buyer does not affirmatively confirm, the order has not entered a refund or dispute process, and no ground for Deferred Settlement exists, the system automatically confirms completion when the effective 168-hour countdown expires.

一百四十四小时普通退款入口期限是平台为尚未进入汇付实际分账流程的订单设置的操作期限，不是买家法定实体权利的诉讼时效或者除斥期间。该入口关闭不当然免除责任方依法应承担的退款、违约或侵权责任，也不表示平台投诉和客服工单入口关闭，不限制买家投诉、举报、请求调解、在双方另有合法有效仲裁协议时依法申请仲裁或者提起诉讼。普通退款入口关闭后的第二十四小时为结算缓冲期；买家在一百六十八小时保护期届满前通过投诉或客服工单提出具有初步事实依据的新争议，且相关款项尚未进入不可逆的汇付处理阶段的，超级管理员可以依第 4.5 条暂缓结算。重复提交已经处理完毕且没有新事实或新证据的请求、仅作空泛联系或者仅表示不满，不当然中止倒计时或者阻止结算。

The 144-hour ordinary-refund-entry period is an operational period for an order that has not yet entered Huifu’s actual split-settlement process. It is not a statutory limitation period or extinguishing period for the buyer’s substantive rights. Closure of that entry does not automatically discharge a responsible party from any lawful refund, contractual, or tort liability; close the Platform complaint or customer-support ticket entry; or restrict the buyer from filing a complaint or report, requesting mediation, commencing arbitration where the parties have a separate valid arbitration agreement, or bringing litigation. The 24 hours after closure of the ordinary refund entry constitute a settlement buffer. Before expiry of the 168-hour protection period, if the buyer raises through a complaint or customer-support ticket a new dispute supported by an initial factual basis, and the relevant amount has not entered an irreversible Huifu processing stage, the Super Administrator may defer settlement under Section 4.5. Repeated submission of a fully handled request without a new fact or new evidence, a merely generic contact, or a bare expression of dissatisfaction does not by itself pause the countdown or prevent settlement.

订单已经进入汇付分账、结算或外部账户到账流程后，平台可能无法再直接从该笔未结算订单款中办理原路退款，后续应当依照资金实际状态、有效平台内处理结果、生效法律文书或有权机关指令执行。平台系统故障经核实导致买家在一百四十四小时内无法使用退款入口，或者导致买家已提交的投诉、客服工单未被系统记录的，平台不得使该故障期间对买家不利；超级管理员应当恢复相应入口、补记提交时间或者将受影响期限顺延至不少于故障持续时间，并保存故障和补正记录。

Once the order has entered Huifu split settlement, settlement processing, or external-account crediting, the Platform may no longer be able to issue a direct original-route refund from the unsettled Order Funds. Subsequent handling must follow the actual fund status, an effective Platform-internal outcome, an effective legal instrument, or a competent-authority instruction. If a verified Platform system failure prevents the buyer from using the refund entry during the 144-hour period, or prevents a submitted complaint or customer-support ticket from being recorded, the failure period may not operate to the buyer’s detriment. The Super Administrator must restore the relevant entry, record the actual submission time, or extend the affected period by no less than the duration of the failure, and must preserve the failure and correction records.

一百六十八小时有效保护期届满且本条规定的其他结算条件全部满足后，平台将该订单纳入服务方页面当时公示的下一个汇付自动结算处理窗口，向汇付支付机构提交延迟交易确认、分账、结算或者仅用于向服务方经核验收款账户结算的“主动取现”等适用请求。当前处理窗口、单批处理上限、预计到账时间及因资料不完整而顺延至下一窗口的规则，应当在服务方发送协商卡或接单前，或者最迟在结算资格形成前持续可查；平台可以因汇付安排、系统维护、法定节假日或风险控制向未来调整窗口，但应提前清晰公示，不得无正当理由追溯延迟已经满足条件的订单。实际划转和到账时间可能受到汇付支付机构、收款银行、账户核验和风控影响，页面预计时间不构成对第三方处理时点的绝对保证；但平台不得以第三方处理为由免除因自身错误、无正当理由迟延提交或提供错误结算信息造成的责任。

After expiry of the effective 168-hour protection period and satisfaction of all other settlement conditions in this Section, the Platform places the order into the next Huifu automated-settlement processing window then disclosed on the provider-facing page and submits the applicable delayed-transaction confirmation, split-settlement, settlement, or Huifu “active withdrawal” request used solely for settlement to the provider’s verified receiving account. The current processing windows, per-batch processing limit, estimated arrival time, and rule for deferral to a subsequent window due to incomplete materials must remain accessible before the provider sends a Negotiated Card or accepts the order or, at the latest, before settlement eligibility arises. The Platform may prospectively adjust a window due to a Huifu arrangement, system maintenance, statutory holiday, or risk control, but must clearly disclose the adjustment in advance and may not retroactively delay an already eligible order without a legitimate reason. Actual transfer and arrival may be affected by the Huifu Payment Institution, receiving bank, account verification, and risk controls. An estimated time shown on the page is not an absolute guarantee of third-party processing time, but the Platform may not rely on third-party processing to avoid liability for its own error, unjustified submission delay, or incorrect settlement information.

结算款应当进入服务方本人或者其合法经营主体在汇付支付机构完成核验的收款账户。服务方不得出租、出借、出售收款资格，不得要求将结算款支付至未经核验的第三方账户。变更收款账户的，应当重新完成身份、账户归属和必要风险核验；核验期间的合理暂缓不视为平台无故拖欠，但平台应当提供当前状态和补正路径。

Settlement must be paid to a receiving account verified by the Huifu Payment Institution as belonging to the provider or the provider’s lawful business entity. A provider may not rent, lend, or sell its eligibility to receive settlement or request payment to an unverified third-party account. A change of receiving account requires renewed identity, account-ownership, and necessary risk verification. A reasonable deferral during verification is not an unjustified Platform delay, but the Platform must provide the current status and a correction path.

**法律依据：**[《中华人民共和国民法典》第一百八十八条、第四百九十六条至第四百九十八条、第五百零九条、第五百七十九条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第四十六条、第四十九条、第五十三条至第五十六条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国消费者权益保护法》第二十六条、第三十九条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)；[《非银行支付机构监督管理条例》第十八条、第二十条、第二十一条、第三十条、第三十四条](https://www.pbc.gov.cn/tiaofasi/144941/144953/5174993/index.html)。  
**Legal basis:** Articles 188, 496 to 498, 509, and 579 of the *Civil Code of the People’s Republic of China*; Articles 46, 49, and 53 to 56 of the *E-Commerce Law of the People’s Republic of China*; Articles 26 and 39 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*; and Articles 18, 20, 21, 30, and 34 of the *Regulations on the Supervision and Administration of Non-bank Payment Institutions*.

### 4.5 争议订单的暂缓结算及其边界

### 4.5 Deferred Settlement of Disputed Orders and Its Limits

出现下列情形之一时，平台可以在合理必要范围内暂不提交，或者向汇付支付机构请求暂缓执行相关订单的结算：（一）买家已经通过原订单发起退款或交易争议；（二）服务方承认未完成服务、同意退款或与买家形成尚待履行的退款方案；（三）订单证据显示可能存在未履行、重大偏离协商卡、账号安全风险、虚假履约、重复支付、欺诈或其他需要核验的异常；（四）超级管理员已经依照第 8.3 条接管争议；（五）汇付支付机构依法发出风险提示或采取措施；（六）监管机关、公安机关、人民法院或其他有权机关依法提出要求；（七）法律法规或本规则其他条款规定的其他必要情形。

The Platform may, to the extent reasonably necessary, refrain from submitting or request that the Huifu Payment Institution defer execution of settlement for an order if: (1) the buyer has initiated a refund or transaction dispute through the original order; (2) the provider acknowledges incomplete performance, agrees to a refund, or reaches a refund arrangement with the buyer that remains to be performed; (3) order evidence indicates possible non-performance, material deviation from the Negotiated Card, account-security risk, sham performance, duplicate payment, fraud, or another anomaly requiring verification; (4) the Super Administrator has taken over the dispute under Section 8.3; (5) the Huifu Payment Institution has lawfully issued a risk alert or taken a measure; (6) a regulator, public-security authority, people’s court, or another competent authority has made a lawful request; or (7) another necessary circumstance is provided by law or these Rules.

暂缓范围原则上仅限于争议订单尚未结算且与争议请求合理对应的金额，并应当与风险程度、拟查明事项和预计处理期限相适应。仅在存在具体、可核验的跨订单欺诈、洗钱或其他资金风险迹象，汇付支付机构或有权机关发出跨订单风险提示，存在符合法定互负债务条件的有效抵销依据，或者服务方另行作出合法明确授权时，平台才可以考虑扩大至其他相关订单；扩大范围仍须符合必要性、金额相称和限期复核要求。平台不得仅因一笔普通纠纷暂停服务方全部无关订单的结算。紧急情况下平台可以先采取必要临时措施，但应当立即启动核查；措施不再必要、证据不足或争议已经解决时，应当及时恢复无争议部分的结算。

The deferral is in principle limited to the unsettled amount of the disputed order that reasonably corresponds to the disputed claim and must be proportionate to the risk, matter to be verified, and expected handling period. The Platform may consider extending the measure to other related orders only where there are specific and verifiable indications of cross-order fraud, money laundering, or another fund risk; the Huifu Payment Institution or a competent authority has issued a cross-order risk alert; a valid basis for set-off satisfies the statutory requirements for mutual debts; or the provider has given separate, lawful, and express authorization. Any extension remains subject to necessity, proportionality in amount, and time-limited review. The Platform may not suspend settlement of all unrelated orders merely because of one ordinary dispute. In an emergency, it may first take a necessary interim measure but must immediately begin verification. When the measure is no longer necessary, evidence is insufficient, or the dispute has been resolved, settlement of the undisputed portion must be promptly restored.

除法律规定、监管要求或调查保密要求不允许告知外，平台采取暂缓结算后，应当通过站内渠道告知受影响服务方对应订单、暂缓金额或范围、开始时间、主要事实、理由、规则依据、预计处理安排及依法必须提供的陈述或申诉入口。暂缓结算不是行政处罚或平台罚款，不表示平台已最终认定任何一方承担责任，也不表示平台取得订单款所有权、承接服务方债务或者承诺以自有资金代偿。

Unless notice is prohibited by law, regulatory requirement, or investigation confidentiality, after imposing Deferred Settlement the Platform must notify the affected provider through an on-Platform channel of the relevant order, deferred amount or scope, commencement time, principal facts, reasons, Rules basis, expected handling arrangement, and any statement or appeal channel required by law. Deferred Settlement is not an administrative penalty or Platform fine, does not mean the Platform has finally determined either party’s liability, and does not mean that the Platform acquires ownership of Order Funds, assumes the provider’s debt, or promises substitute payment from its proprietary funds.

平台所能采取的是订单层面的结算状态控制和向汇付支付机构提交业务请求。用户银行账户、支付账户、客户备付金或其他外部财产的法定止付、冻结和扣划，只能由有权机关及依法负有配合义务的银行或支付机构执行；本规则及超级管理员的平台内裁决均不授予平台上述公权力。

The Platform may control only the order-level settlement status and submit a business request to the Huifu Payment Institution. A statutory stop-payment measure, freeze, or deduction affecting a user’s bank account, payment account, customer reserve funds, or other external property may be executed only by a competent authority and a bank or payment institution legally required to cooperate. Neither these Rules nor a Platform-internal adjudication by the Super Administrator confers such public authority on the Platform.

超级管理员对特定订单暂缓自动结算的，一百六十八小时有效倒计时暂停，服务履行、买家发起退款及双方沟通功能原则上不受影响，但该暂缓本身不延长第 4.4 条规定的一百四十四小时普通退款入口期限；恢复自动结算后，从暂缓前剩余的一百六十八小时有效时间继续计算。买家在暂缓期间主动确认完成，只改变履约确认状态，不当然解除暂缓。暂缓仅因等待买家验收而设置且不存在其他风险事由的，系统可以在买家确认后结束该次暂缓；暂缓涉及退款、欺诈、支付异常、账号安全、汇付支付机构措施或有权机关要求的，须经超级管理员复核或者相应机构解除。解除暂缓不等于立即结算，该订单待结算款仍按照剩余有效保护时间处理。暂缓是订单级临时风险措施，不是对服务方账号的处罚；需要同时限制广告展示、接单或者账号功能的，应当另行符合第九章的事实、通知和程序要求。

If the Super Administrator defers automatic settlement for a specific order, the effective 168-hour countdown pauses. Service performance, the buyer’s ability to initiate a refund, and the parties’ communication functions generally remain unaffected, but the deferral itself does not extend the 144-hour ordinary-refund-entry period specified in Section 4.4. When automatic settlement resumes, the 168-hour countdown continues from the effective time remaining before the deferral. A buyer’s confirmation during a deferral changes only the performance-confirmation status and does not automatically lift the deferral. If the deferral was imposed solely to await buyer acceptance and no other risk ground exists, the system may end it after the buyer confirms. A deferral involving a refund, fraud, payment anomaly, account security, a Huifu Payment Institution measure, or a competent-authority requirement must be reviewed by the Super Administrator or lifted by the relevant institution. Lifting a deferral does not cause immediate settlement; the Pending Settlement Amount for the order remains subject to the effective protection time remaining. A deferral is a temporary order-level risk measure, not a penalty against the provider’s account. Any simultaneous restriction on advertisement display, order acceptance, or account functions must separately satisfy the factual, notice, and procedural requirements of Section IX.

**法律依据：**[《中华人民共和国电子商务法》第三十五条、第五十九条至第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第十八条至第二十一条、第二十七条至第三十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)；[《非银行支付机构监督管理条例》第二十七条至第三十一条](https://www.pbc.gov.cn/tiaofasi/144941/144953/5174993/index.html)。  
**Legal basis:** Articles 35 and 59 to 63 of the *E-Commerce Law of the People’s Republic of China*; Articles 18 to 21 and 27 to 30 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*; and Articles 27 to 31 of the *Regulations on the Supervision and Administration of Non-bank Payment Institutions*.

### 4.6 正常结算、费用扣除与结算明细

### 4.6 Ordinary Settlement, Fee Deductions, and Settlement Statements

订单满足全部结算条件后，平台应当按照已公示周期向汇付支付机构提交结算请求，不得无正当理由占用或拖延无争议订单款，不得将订单款用于平台经营周转、投资、借贷、担保或者弥补其他订单缺口。服务方应结算金额，以已完成服务对应价款为基础，仅可依法依约扣除下列项目：（一）在服务方发送协商卡或接单前已经向其明示并有效约定的合理平台服务费；（二）已经生效的退款方案、平台内裁决或法律文书确定应退还买家的订单款；（三）依法应当代扣代缴的税费；（四）汇付支付机构依法收取且已经明示承担主体和标准的支付渠道费用；（五）法律规定或服务方另行明确同意的其他款项。

Once all settlement conditions are satisfied, the Platform must submit the settlement request to the Huifu Payment Institution within the disclosed cycle. It may not retain or delay undisputed Order Funds without a legitimate reason, or use Order Funds for operating cash flow, investment, lending, guarantees, or to cover a shortfall in another order. The settlement amount payable to the provider is based on the price corresponding to completed service and may be reduced only by: (1) a reasonable Platform service fee clearly disclosed to and validly agreed by the provider before the provider sent the Negotiated Card or accepted the order; (2) Order Funds required to be returned to the buyer under an effective refund arrangement, Platform-internal adjudication, or legal instrument; (3) taxes required by law to be withheld or remitted; (4) payment-channel fees lawfully charged by the Huifu Payment Institution where the responsible party and standard were clearly disclosed; and (5) another amount required by law or separately and expressly accepted by the provider.

平台不得以“罚款”名义从订单款或服务方其他款项中扣款，不得重复收费、只收费不提供相应服务、转嫁依法应由平台承担的费用，或者收取未公示、无依据或明显不合理的费用。涉及服务方违约金、损害赔偿或跨订单抵销的，应当具有明确且合法有效的合同依据、双方和解、平台内有效裁决或其他法律依据，并向服务方说明对应事实和计算方式；依法必须给予申诉的，还应当提供申诉入口。平台不得依赖“可以处置服务方一切资金”等概括条款任意扣款。

The Platform may not deduct an amount from Order Funds or other provider amounts under the label of a “fine,” charge twice, charge without providing the corresponding service, shift costs legally borne by the Platform, or collect an undisclosed, unsupported, or manifestly unreasonable fee. A contractual penalty, damages amount, or cross-order set-off must have a clear, legally valid contractual basis, party settlement, effective internal adjudication, or other legal basis, and the Platform must explain the relevant facts and calculation. Where an appeal is legally required, an appeal channel must be provided. The Platform may not rely on a general clause stating that it may “dispose of all provider funds” to make arbitrary deductions.

平台应当向服务方提供可查询的结算明细，至少载明订单编号、服务价款、每项费用名称和金额、退款或抵扣金额、应结算金额、收款账户的脱敏标识、提交结算请求时间及当前处理状态。服务方发现明细错误的，可以通过平台纠错渠道提出并提交材料；平台核实确有错误的，应当形成更正记录并及时向汇付支付机构提交必要的纠正请求。

The Platform must provide the provider with an accessible settlement statement containing at least the order number, service price, name and amount of each fee, refund or deduction, net settlement amount, masked identifier of the receiving account, time the settlement request was submitted, and current processing status. A provider that identifies an error may use the Platform correction channel and submit materials. If the Platform verifies an error, it must create a correction record and promptly submit any necessary correction request to the Huifu Payment Institution.

**法律依据：**[《中华人民共和国电子商务法》第三十五条、第四十六条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第二十八条、第二十九条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)；[《互联网平台价格行为规则》第六条、第七条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/jjjzs/art/2025/art_eef66659c9624c5091bd3acd050b1710.html)；[《中华人民共和国民法典》第五百零九条、第五百七十九条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)。  
**Legal basis:** Articles 35 and 46 of the *E-Commerce Law of the People’s Republic of China*; Articles 28 and 29 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*; Articles 6 and 7 of the *Rules on Pricing Conduct of Internet Platforms*; and Articles 509 and 579 of the *Civil Code of the People’s Republic of China*.

### 4.7 退款执行、原路退回与到账状态

### 4.7 Refund Execution, Return Through the Original Route, and Arrival Status

普通售后退款申请的发起权限和流程适用本规则第 7.3 条：原则上只能由订单登记买家通过原订单正式入口发起，服务方、客服和超级管理员不得冒用买家身份提交。买家正式申请有效提交后，服务方同意退款、双方通过订单内正式工具确认退款方案，或者超级管理员支持该申请的，平台方可向汇付支付机构提交普通售后退款请求；普通聊天中的服务方单方同意或者双方退款意向，均不能替代买家的正式申请。重复或错误扣款的技术纠正、订单未成立或依法依约自动取消后的返还、未经授权支付的依法处理、执行已经生效的平台内裁决，以及有权机关依法要求的资金处置，适用第 7.3 条所列例外，不要求另行生成普通售后申请。

The authority and process for an ordinary after-sales refund request are governed by Section 7.3. In principle, only the buyer registered for the order may initiate it through the formal entry for the original order; the provider, customer support, and Super Administrator may not impersonate the buyer. After a valid formal buyer request has been submitted, the Platform may submit an ordinary after-sales refund request to the Huifu Payment Institution if the provider approves it, the parties confirm a refund arrangement through a formal order tool, or the Super Administrator grants that request. A unilateral provider approval or an intended refund arrangement stated only in ordinary chat does not replace the buyer’s formal request. Technical correction of a duplicate or erroneous debit, return after an order was not formed or was automatically cancelled under law or agreement, lawful handling of an unauthorized payment, implementation of an effective Platform-internal adjudication, and fund disposition required by a competent authority are subject to the exceptions in Section 7.3 and do not require creation of a separate ordinary after-sales request.

订单处于进行中且尚未出现第 4.4 条规定的完成起算点时，买家可以依本规则和页面流程发起普通退款；服务方标记完成或者买家主动确认完成后，以两者中较早成功记入系统的时点起算，普通退款入口持续开放一百四十四个连续小时。买家已经提前确认完成，但该订单待结算款仍处于一百六十八小时保护期内的，买家仍可在上述一百四十四小时内发起退款。退款申请一经有效提交，平台应当阻止该订单进入新的汇付分账流程，或者在技术上仍可控制的范围内暂缓后续结算；汇付分账已经开始、退款已提交支付通道或者资金已经到达外部账户时，按照实际资金状态进入相应核验和执行流程，不得向用户虚假显示仍可即时原路退回。

While an order is in progress and no completion starting point under Section 4.4 has occurred, the buyer may initiate an ordinary refund under these Rules and the applicable page flow. After either the provider marks completion or the buyer affirmatively confirms completion, the ordinary refund entry remains open for 144 consecutive hours from whichever event was first successfully recorded. If the buyer has confirmed completion early but the Pending Settlement Amount for the order remains within the 168-hour protection period, the buyer may still initiate a refund within those 144 hours. Once a refund request is validly submitted, the Platform must prevent the order from entering a new Huifu split-settlement process or defer subsequent settlement to the extent still technically controllable. If Huifu split settlement has begun, a refund has been submitted to the payment channel, or funds have reached an external account, the matter enters the verification and execution process corresponding to the actual fund status; the Platform may not falsely display that an immediate original-route refund remains available.

退款金额应当依据实际履行情况、协商卡、双方明确生效的退款方案、超级管理员的平台内裁决、生效法律文书或有权机关指令确定。全额退款、部分退款、游戏内经济损失补偿和其他损害赔偿是不同项目，应分别列明。退款原则上由汇付支付机构退回买家原付款账户或原支付工具；原路径客观不可用时，由汇付支付机构按照身份核验、资金安全及监管规则提供合法替代路径。未经支付机构核验，不得退入第三人账户，也不得由服务方或客服以私人转账替代平台订单退款。

The refund amount is determined according to actual performance, the Negotiated Card, an effective and clearly defined refund arrangement, a Platform-internal adjudication by the Super Administrator, an effective legal instrument, or a competent-authority instruction. A full refund, partial refund, compensation for in-game economic loss, and other damages are distinct items and must be stated separately. A refund is in principle returned by the Huifu Payment Institution to the buyer’s original payment account or payment instrument. If the original route is objectively unavailable, the Huifu Payment Institution provides a lawful alternative route under identity-verification, fund-security, and regulatory rules. A refund may not be paid to a third-party account without payment-institution verification or replaced by a private transfer from a provider or customer-support representative.

退款处理应当区分并向用户展示“平台处理结果生效时间”“平台向汇付支付机构提交请求时间”“汇付或银行处理状态”和“资金实际到账时间”。退款结果生效且不存在需要进一步核验的支付异常时，平台原则上应在下一个工作日结束前提交退款请求。预计到账时间不等于实际到账；实际完成以汇付支付机构和收款机构的有效处理结果为准。超过页面公示的正常期限时，平台应当协助查询、告知当前状态和可采取的后续步骤，不得仅以“第三方处理中”为由无限期不答复。

Refund processing must distinguish and display to the user the “time the Platform outcome took effect,” “time the Platform submitted the request to the Huifu Payment Institution,” “Huifu or bank processing status,” and “time funds actually arrived.” Once the refund outcome is effective and no payment anomaly requires further verification, the Platform should in principle submit the refund request by the end of the next business day. An estimated arrival time is not actual arrival; completion is determined by valid processing results from the Huifu Payment Institution and receiving institution. If the normal disclosed period is exceeded, the Platform must assist with an inquiry, communicate the current status and available next step, and may not refuse indefinitely to respond merely by stating that a third party is processing the refund.

退款手续费、平台服务费、支付渠道费或其他费用是否退还，应当根据责任原因、付款前已明示规则、实际提供的服务及法律规定分别处理。任何扣除均须具有合法、明确、合理且已经适当提示的依据；不得通过格式条款一概约定“所有手续费不退”，不得收取未明示退款手续费，也不得将本应由平台或违约服务方承担的费用转嫁给消费者。同一损失已经通过退款、补偿或其他方式获得弥补的，不得重复获得赔付。

Whether a refund fee, Platform service fee, payment-channel fee, or other fee is refunded is determined separately according to the cause of responsibility, rules disclosed before payment, services actually provided, and applicable law. Any deduction must have a lawful, clear, reasonable, and properly notified basis. A standard term may not categorically provide that “all fees are non-refundable,” an undisclosed refund fee may not be charged, and a cost that should be borne by the Platform or breaching provider may not be shifted to a consumer. A loss already remedied through a refund, compensation, or another method may not be recovered twice.

**法律依据：**[《中华人民共和国民法典》第五百六十二条、第五百六十六条、第五百七十七条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第五十三条至第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国消费者权益保护法》第二十六条、第五十二条、第五十三条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)；[《中华人民共和国消费者权益保护法实施条例》第十八条、第二十二条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/bgt/art/2024/art_0aea188276a44f0baf940ab95ee00e0a.html)。  
**Legal basis:** Articles 562, 566, and 577 of the *Civil Code of the People’s Republic of China*; Articles 53 to 63 of the *E-Commerce Law of the People’s Republic of China*; Articles 26, 52, and 53 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*; and Articles 18 and 22 of its Implementing Regulations.

### 4.8 账户异常、风险控制与有权机关指令

### 4.8 Account Anomalies, Risk Controls, and Competent-Authority Instructions

出现付款人与订单买家明显不一致、收款身份与服务方不一致、收款账户频繁变更、异常登录或设备、大量重复订单、短期集中退款、疑似账号或收款资格出租出借、未经授权支付投诉、涉诈涉赌风险或者汇付支付机构风险提示时，平台可以在合理必要范围内暂停相关订单操作、暂缓提交结算或退款请求，并要求用户通过安全入口补充身份、账户归属、订单履行及依法需要核验的资金来源或用途材料。风险状态不等于平台已认定用户违法犯罪，不得被用于公开侮辱、歧视或任意没收款项。

If there is an apparent mismatch between payer and order buyer, a mismatch between payee identity and provider, frequent change of receiving account, abnormal login or device activity, a large volume of repetitive orders, concentrated short-term refunds, suspected rental or lending of an account or payment eligibility, an unauthorized-payment complaint, fraud or gambling risk, or a risk alert from the Huifu Payment Institution, the Platform may, to the extent reasonably necessary, suspend relevant order operations, defer submission of a settlement or refund request, and require the user to provide through a secure channel materials concerning identity, account ownership, order performance, or the source or purpose of funds that must lawfully be verified. A risk status does not mean that the Platform has determined that the user committed an offence and may not be used to publicly insult, discriminate against, or arbitrarily confiscate property from the user.

风险措施应当与已识别风险相适应，并尽量限于相关账号、订单、功能、金额和合理期间。除法律、监管或调查保密要求不允许告知外，平台应当说明主要原因、所需材料和核验路径。用户完成核验且风险消除后，平台应当及时恢复不再需要限制的功能或提交相应业务请求。平台因自身错误采取明显不相称措施造成损失的，依法承担相应责任；汇付支付机构依法独立采取的支付风控措施，由其依照支付服务协议和监管规定处理，平台应当在其能够协助的范围内提供订单信息。

A risk measure must be proportionate to the identified risk and, where possible, limited to the relevant account, order, function, amount, and reasonable period. Unless notice is prohibited by law, regulation, or investigation confidentiality, the Platform must explain the principal reason, required material, and verification path. Once verification is completed and the risk is removed, it must promptly restore functions that no longer require restriction or submit the corresponding business request. The Platform bears corresponding liability under law for loss caused by a manifestly disproportionate measure resulting from its own error. A payment-risk measure independently and lawfully imposed by the Huifu Payment Institution is handled by that institution under its payment-service agreement and regulatory rules, and the Platform will provide order information to the extent it can assist.

平台和汇付支付机构应当依法配合人民法院、人民检察院、公安机关、市场监督管理部门、中国人民银行及其他有权机关的查询、调查、止付、冻结、扣划、资金返还和证据调取要求。平台依据有效法律文书、行政指令或汇付支付机构通知，可以暂停对应订单操作、暂缓提交结算请求并保存记录，但不得以“司法冻结”名义自行处分其无权控制的外部账户或客户备付金。用户对有权机关或汇付支付机构依法采取的措施有异议的，应依法向作出或执行措施的主体寻求救济；平台应在法定范围内提供其掌握的订单和交易记录。

The Platform and Huifu Payment Institution must lawfully cooperate with a people’s court, people’s procuratorate, public-security authority, market-regulation authority, the People’s Bank of China, or another competent authority in an inquiry, investigation, stop-payment measure, freeze, deduction, return of funds, or evidence request. Based on an effective legal instrument, administrative instruction, or Huifu Payment Institution notice, the Platform may suspend corresponding order operations, defer submission of a settlement request, and preserve records, but may not independently dispose of an external account or customer reserve funds beyond its control under the label of a “judicial freeze.” A user disputing a lawful measure taken by a competent authority or the Huifu Payment Institution must seek relief from the body that imposed or executed the measure under applicable law. The Platform must provide the order and transaction records in its possession to the extent legally required.

**法律依据：**[《非银行支付机构监督管理条例》第五条、第十八条、第二十一条、第二十三条、第二十五条、第三十一条](https://www.pbc.gov.cn/tiaofasi/144941/144953/5174993/index.html)；[《中华人民共和国反电信网络诈骗法》第十八条至第二十条](https://sdca.miit.gov.cn/zwgk/fgbz/art/2023/art_fbcef7bd763e4993be6151201798cd8c.html)；[《中华人民共和国反洗钱法》第四条、第二十八条至第三十条](https://www.npc.gov.cn/npc/c2/c30834/202411/t20241108_440887.html)。  
**Legal basis:** Articles 5, 18, 21, 23, 25, and 31 of the *Regulations on the Supervision and Administration of Non-bank Payment Institutions*; Articles 18 to 20 of the *Anti-Telecommunications and Online Fraud Law of the People’s Republic of China*; and Articles 4 and 28 to 30 of the *Anti-Money Laundering Law of the People’s Republic of China*.

### 4.9 对账、支付数据与个人信息

### 4.9 Reconciliation, Payment Data, and Personal Information

平台应当保存与订单有关的支付状态、汇付交易编号、金额、时间、退款和结算状态、对账和更正记录，并与第 3.7 条规定的订单档案一并按照法定期限保存。平台账务状态与汇付支付机构或银行记录不一致时，平台应当及时开展对账，形成可追溯的更正记录并通知受影响用户。资金是否实际支付、退回或到账，应当以汇付支付机构和银行的有效记录为基础，结合平台订单记录综合认定；任何一方不得删除、伪造、篡改或隐匿原始记录。

The Platform must retain order-related payment status, Huifu transaction identifier, amount, time, refund and settlement status, and reconciliation and correction records together with the order file for the statutory period under Section 3.7. If a Platform accounting status differs from a Huifu Payment Institution or bank record, the Platform must promptly reconcile the records, create a traceable correction record, and notify affected users. Whether funds were actually paid, returned, or received is determined on the basis of valid records of the Huifu Payment Institution and bank, considered together with Platform order records. No party may delete, forge, alter, or conceal an original record.

为完成支付、退款、结算、对账、身份核验和风险控制，平台可以在履行合同和法定义务所必要的范围内，向汇付支付机构传递订单编号、交易主体必要身份信息、金额、商品或服务摘要、退款原因及其他必要数据，并接收相应处理结果。平台应当在隐私规则和付款页面说明处理目的、信息种类、接收方及联系方式；依法属于委托处理的，应当约定处理目的、期限、方式、信息种类和保护措施并进行监督；依法属于向其他个人信息处理者提供的，应当履行告知并在需要时取得单独同意。

To complete payment, refunds, settlement, reconciliation, identity verification, and risk controls, the Platform may transmit to the Huifu Payment Institution, to the extent necessary to perform a contract and legal obligations, the order number, necessary identity information of the transaction parties, amount, description of the product or service, refund reason, and other necessary data, and may receive the corresponding processing result. The Platform must explain in its privacy rules and on the payment page the processing purpose, categories of information, recipient, and contact details. If the arrangement constitutes entrusted processing, the parties must agree on the purpose, period, method, information categories, and safeguards, and the Platform must supervise the processor. If it constitutes provision to another personal-information processor, the Platform must give notice and obtain separate consent where required.

平台不应保存完整支付密码、短信验证码、动态口令或其他支付认证凭证；对银行卡号、支付账号等敏感个人信息，仅在法律允许且业务确有必要的最小范围内处理，并优先保存脱敏标识和必要交易结果。汇付支付机构作为独立支付服务提供者处理个人信息的，按照其支付服务协议和隐私规则承担相应义务，不因此免除平台对其自身收集、传输和使用行为的责任。

The Platform should not retain a complete payment password, SMS verification code, one-time password, or another payment-authentication credential. A bank-card number, payment account, or other sensitive personal information may be processed only to the minimum extent legally permitted and genuinely necessary, with preference given to retaining a masked identifier and necessary transaction result. Where the Huifu Payment Institution processes personal information as an independent payment-service provider, it bears corresponding duties under its payment-service agreement and privacy rules; this does not release the Platform from responsibility for its own collection, transmission, and use.

**法律依据：**[《中华人民共和国电子商务法》第二十三条、第三十一条、第五十三条、第六十二条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国个人信息保护法》第五条至第九条、第十三条、第十七条、第二十一条、第二十三条、第二十八条、第五十一条](https://www.cac.gov.cn/2021-08/20/c_1631050028355286.htm)；[《非银行支付机构监督管理条例》第二十五条、第三十一条、第三十二条](https://www.pbc.gov.cn/tiaofasi/144941/144953/5174993/index.html)。  
**Legal basis:** Articles 23, 31, 53, and 62 of the *E-Commerce Law of the People’s Republic of China*; Articles 5 to 9, 13, 17, 21, 23, 28, and 51 of the *Personal Information Protection Law of the People’s Republic of China*; and Articles 25, 31, and 32 of the *Regulations on the Supervision and Administration of Non-bank Payment Institutions*.

### 4.10 平台责任边界与不代位补偿

### 4.10 Platform Responsibility Boundary and No Substitute Compensation

平台依法负责其自身提供的订单系统、汇付接口连接、状态展示、业务指令传递、记录保存、投诉入口和争议协助。汇付支付机构及相关银行依法对其提供的支付验证、资金划转、备付金管理、结算和退款处理承担相应责任；服务方对基础服务履行、退款及依法应由其承担的损失赔偿负责。第三方系统中断、银行处理延迟或风险审核，不当然使平台承担该第三方的全部债务，也不当然免除平台及时协助、提供记录、纠正自身错误和履行法定义务的责任。

The Platform is responsible under law for the order system, Huifu interface connection, status display, transmission of business instructions, record retention, complaint entry, and dispute assistance that it provides. The Huifu Payment Institution and relevant banks bear corresponding responsibility under law for the payment authentication, transfer of funds, customer-reserve management, settlement, and refund processing they provide. The provider is responsible for performance of the underlying service, refunds, and damages for which it is legally liable. A third-party system interruption, bank delay, or risk review does not automatically make the Platform liable for all debts of that third party, and does not automatically excuse the Platform from timely assistance, production of records, correction of its own error, or performance of statutory duties.

超级管理员可以依照本规则，就平台内订单状态、退款范围、结算方向以及服务方是否应向买家承担补偿责任作出平台内裁决。认定服务方应当退款或补偿的，原则上由相关订单尚未结算且依法可处分的款项、服务方另行合法同意用于履约保障的财产或者服务方自行支付的资金履行。平台内裁决金额超过相关订单可依法处理金额的，超出部分仍由责任服务方依法履行，不因此转化为平台债务。

The Super Administrator may make a Platform-internal adjudication under these Rules concerning order status, refund scope, settlement direction, and whether the provider must compensate the buyer. If the provider is found responsible for a refund or compensation, performance is in principle funded by legally disposable unsettled amounts from the relevant order, property that the provider separately and lawfully agreed may be used as performance security, or funds separately paid by the provider. If the internal adjudication exceeds the amount that may lawfully be handled from the relevant order, the excess remains payable by the responsible provider and does not thereby become a Platform debt.

除法律明确规定平台应当独立承担责任、平台第 5.3 条专项赔付计划的独立触发条件已经满足，或者平台另行作出明确有效且更有利于消费者的先行赔付承诺外，平台不因接入汇付、受理投诉、协助协商、暂缓结算或作出平台内裁决，而承诺以平台自有资金代服务方退款、赔偿游戏内经济损失或者清偿服务方其他债务。本款不免除或限制平台依法应承担的责任；平台不能提供服务方真实名称、地址和有效联系方式，明知或应知服务方侵害消费者权益而未采取必要措施，或者平台自身错误、违约、违法处理资金或数据造成损失的，应当依照法律承担相应责任。

Unless the law expressly imposes independent liability on the Platform, the separate triggering conditions of the special compensation plan in Section 5.3 are satisfied, or the Platform separately makes a clear and effective advance-compensation commitment more favorable to consumers, the Platform does not, merely by connecting to Huifu, accepting a complaint, assisting negotiation, deferring settlement, or making a Platform-internal adjudication, promise to use Platform Proprietary Funds to refund on behalf of the provider, compensate in-game economic loss, or discharge another provider debt. This paragraph does not exempt or limit liability that the Platform must bear under law. The Platform bears corresponding liability under applicable law if it cannot provide the provider’s true name, address, and valid contact information; knew or should have known that the provider was infringing consumer rights and failed to take necessary measures; or caused loss through its own error, breach, or unlawful handling of funds or data.

**法律依据：**[《中华人民共和国民法典》第四百九十六条、第四百九十七条、第五百零六条、第五百零九条、第五百七十七条、第五百八十四条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第三十八条、第五十三条、第五十八条、第六十一条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国消费者权益保护法》第四十四条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)。  
**Legal basis:** Articles 496, 497, 506, 509, 577, and 584 of the *Civil Code of the People’s Republic of China*; Articles 38, 53, 58, and 61 of the *E-Commerce Law of the People’s Republic of China*; and Article 44 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*.

## 五、买家权益保障

## V. Buyer Protection

### 5.1 游戏内经济损失的保护范围

### 5.1 Scope of Protection for In-Game Economic Loss

本规则所称“游戏内经济损失”，是指买家合法取得并依法享有相应权益的游戏币、道具、装备、可核验账户权益或其他网络虚拟财产，因服务方履行订单的行为或者违反订单约定的行为而发生实际减少、灭失、消耗、回收、回档或其他可核验的不利变化。游戏内经济损失不包括订单服务费本身；订单服务费是否退还，依照本规则第七章另行认定。

“In-Game Economic Loss” under these Rules means an actual reduction, destruction, consumption, clawback, rollback, or other verifiable adverse change affecting in-game currency, items, equipment, verifiable account entitlements, or other network virtual property that the buyer lawfully acquired and in which the buyer lawfully holds an interest, where that change is caused by the service provider’s performance of the order or breach of the order. In-Game Economic Loss does not include the order service fee itself. Whether the service fee is refundable is determined separately under Section VII.

买家主张由服务方承担游戏内经济损失的，应当证明损失真实发生，相关权益来源合法，损失与服务方的违约行为之间具有相应因果关系，并且损失属于服务方在确认订单时已经预见或者应当预见的范围。对尚未实际发生的推测损失、无法核验的预期收益、纯粹时间投入或情绪价值，以及依据被游戏运营方禁止的私下交易价格计算的金额，平台原则上不作为游戏内经济损失予以认定；法律、有权机关的生效裁判或者双方合法有效的明确约定另有认定的除外。

A buyer seeking compensation from the service provider for In-Game Economic Loss must establish that the loss actually occurred, that the relevant interest was lawfully obtained, that an adequate causal connection exists between the loss and the provider’s breach, and that the loss falls within the scope the provider foresaw or should have foreseen when confirming the order. The Platform will generally not recognize as In-Game Economic Loss a speculative loss that has not actually occurred, unverifiable expected profit, the mere value of time spent or emotional value, or an amount calculated using a private-market price prohibited by the game operator, unless otherwise provided by law, a legally effective ruling of a competent authority, or an express and legally valid agreement between the parties.

正常游戏过程中由匹配机制、随机事件、其他玩家行为或买家自主操作造成的游戏内减损，原则上属于通常游戏风险，不当然由服务方承担。服务方存在违反已确认指令、故意或重大过失、擅自实施高风险操作、隐瞒重大风险，或者在保底单中明确承诺承担相关风险等情形的，平台可以根据证据和约定认定服务方承担相应责任。买家对损失的发生或者扩大也有过错，或者在发现风险后未采取合理措施防止损失扩大的，应当依法相应减轻责任方对扩大部分的责任。

An in-game reduction caused in the ordinary course of gameplay by matchmaking, a random event, another player’s conduct, or the buyer’s own operation is generally an ordinary gameplay risk and is not automatically borne by the service provider. The Platform may, based on the evidence and the agreement, assign corresponding responsibility to the provider where the provider disobeyed a confirmed instruction, acted intentionally or with gross negligence, undertook an unauthorized high-risk action, concealed a material risk, or expressly assumed the relevant risk in a Guaranteed-Outcome Order. If the buyer also contributed to the occurrence or expansion of the loss, or failed to take reasonable steps to prevent further loss after becoming aware of the risk, the responsible party’s liability for the expanded portion shall be reduced as required by law.

**法律依据：**[《中华人民共和国民法典》第一百二十七条、第五百七十七条、第五百八十三条、第五百八十四条、第五百九十一条、第五百九十二条](https://tjca.miit.gov.cn/zwgk/zcwj/flfg/art/2020/art_20cf1a2e1b854924b5caa744c8045d1f.html)；[《最高人民法院关于适用〈中华人民共和国民法典〉合同编通则若干问题的解释》第六十条至第六十三条](https://www.court.gov.cn/zixun/xiangqing/419382.html)；[《中华人民共和国消费者权益保护法》第十一条、第四十条、第五十二条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)。  
**Legal basis:** Article 127 and Articles 577, 583, 584, 591, and 592 of the *Civil Code of the People’s Republic of China*; Articles 60 to 63 of the *Interpretation of the Supreme People’s Court on Several Issues Concerning the Application of the General Provisions on Contracts of the Civil Code of the People’s Republic of China*; and Articles 11, 40, and 52 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*.

### 5.2 平台协助处理与服务方补偿责任

### 5.2 Platform Assistance and the Service Provider’s Compensation Responsibility

买家就退款、履约争议或游戏内经济损失向平台发起申诉后，平台可以依照本规则收集和保存订单资料，要求双方说明情况、补充证据或者采取合理止损措施，组织协商，核验可由平台核验的事实，并在平台规则和双方平台服务协议授权范围内作出平台内处理。经核实属于服务方责任的，平台可以要求责任服务方采取补充履行、退还相应服务费、依约支付补偿或者赔偿依法可认定的直接损失等措施；符合已公示规则和协议约定的，平台还可以暂停尚未完成的订单结算、使用服务方保证金或其他已获合法授权的待结算款项执行处理结果。

After a buyer submits an appeal concerning a refund, performance dispute, or In-Game Economic Loss, the Platform may collect and preserve order materials, require the parties to explain the circumstances, submit additional evidence, or take reasonable loss-mitigation measures, facilitate negotiations, verify facts that are capable of Platform verification, and issue an internal Platform determination within the authority granted by these Rules and the parties’ Platform service agreements. If the service provider is found responsible, the Platform may require that provider to provide supplementary performance, refund the applicable service fee, pay agreed compensation, or compensate legally recognizable direct loss. Where authorized by published rules and the applicable agreements, the Platform may also suspend unsettled order proceeds or use the provider’s security deposit or other lawfully authorized unsettled amounts to implement the determination.

除法律明确规定平台应当承担赔偿责任、平台另行作出明确的先行赔付或保障承诺（包括本规则第 5.3 条所述专项平台赔付计划），或者损失系平台自身违反法定义务或合同义务所致外，平台的协助处理、平台内责任认定、对服务方发出赔偿或补偿要求或者协助执行处理结果，不表示平台成为具体服务的提供者、共同履约人或服务方的保证人。平台不以自有资金为服务方先行垫付，不代替服务方承担其应负的游戏内经济损失赔偿，也不因服务方拒绝履行或暂时无力履行而自动承担代偿责任。法律规定平台因不能依法提供服务方的真实名称、地址和有效联系方式，作出对消费者更有利的赔付承诺，对相关服务标记或使消费者误认为属于平台自营，知道或者应当知道侵害消费者权益而未采取必要措施，或者因平台自身的其他违约或过错而应承担相应责任或连带责任的，按照法律规定执行；本条不得解释为排除或限制该等法定责任。《中华人民共和国消费者权益保护法》第四十四条仅在买家属于消费者且相关交易构成消费关系时适用，其他交易关系的责任依照《中华人民共和国民法典》《中华人民共和国电子商务法》等法律认定。

Unless the law expressly requires the Platform to bear compensation liability, the Platform separately makes an express advance-compensation or protection commitment (including a special Platform compensation plan under Section 5.3), or the loss results from the Platform’s own breach of a statutory or contractual duty, the Platform’s assistance, internal allocation of responsibility, direction to a provider to pay damages or compensation, or assistance in implementing a determination does not make the Platform the provider, co-performer, or guarantor of the specific service. The Platform does not use its own funds to advance payment for the provider, does not assume the provider’s obligation to compensate In-Game Economic Loss, and does not automatically bear substitute-payment liability merely because the provider refuses or is temporarily unable to perform. If the law requires the Platform to bear corresponding or joint and several liability because the Platform cannot lawfully provide the provider’s true name, address, and valid contact details; has made a more favorable compensation commitment to a consumer; has labeled the service as self-operated or caused a consumer reasonably to believe it was self-operated; knew or should have known of an infringement of consumer rights and failed to take necessary measures; or otherwise breached its own obligations or acted wrongfully, the law shall apply. This clause may not be interpreted to exclude or restrict any such statutory liability. Article 44 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests* applies only where the buyer is a consumer and the relevant transaction constitutes a consumer relationship; liability in other transactions is determined under the *Civil Code of the People’s Republic of China*, the *E-Commerce Law of the People’s Republic of China*, and other applicable law.

**法律依据：**[《中华人民共和国电子商务法》第三十七条、第三十八条、第五十八条、第五十九条、第六十一条至第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国消费者权益保护法》第四十四条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)；[《最高人民法院关于审理网络消费纠纷案件适用法律若干问题的规定（一）》第四条](https://gongbao.court.gov.cn/Details/1f8888b3afdf77181ca8cf257dd361.html)；[《网络交易平台规则监督管理办法》第十九条至第二十一条、第三十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 37, 38, 58, 59, and 61 to 63 of the *E-Commerce Law of the People’s Republic of China*; Article 44 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*; Article 4 of the *Provisions of the Supreme People’s Court on Several Issues Concerning the Application of Law in the Trial of Online Consumer Dispute Cases (I)*; and Articles 19 to 21 and 30 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 5.3 三角洲行动专项平台赔付计划

### 5.3 Special Platform Compensation Plan for *Delta Force*

平台可以针对特定游戏、特定损失类型和特定平台订单另行设置由平台承担的专项赔付计划。专项赔付计划是平台在一般交易协助义务之外作出的独立、附条件保障承诺，不属于平台代替服务方履行具体游戏服务，也不表示所有游戏、所有订单或所有游戏内经济损失均由平台赔付。专项计划的适用游戏、订单范围、触发条件、赔付比例、单笔或每日上限、申领期限、证据要求和除外事项，以买家确认订单时相关页面显著展示并留存于订单快照的有效版本为准；平台应当履行其已经向买家明确作出的有效承诺。

The Platform may establish a separate Platform-funded compensation plan for a specified game, specified type of loss, and specified category of Platform order. A special compensation plan is an independent, conditional protection commitment made by the Platform in addition to its ordinary transaction-assistance duties. It does not mean that the Platform performs the underlying gaming service on behalf of the service provider, nor does it mean that every game, every order, or every form of In-Game Economic Loss is covered by the Platform. The covered game, eligible orders, triggering conditions, compensation rate, per-claim or daily cap, claim period, evidence requirements, and exclusions are governed by the effective version prominently displayed to the buyer when the order is confirmed and preserved in the order snapshot. The Platform shall honor each valid commitment it has expressly made to the buyer.

按照平台现行页面展示的《三角洲行动服务赔付标准》，用户通过平台下单，并由平台内服务方提供服务期间，如因该次服务导致游戏账号产生追缴，经平台核实后，由平台承担相应赔付。现行赔付标准为每追缴 1,000 万哈夫币赔付人民币 55 元，并按照经平台核实的追缴金额按比例计算；同一用户每日平台赔付总额最高为人民币 100 元。具体案件是否符合条件及可赔金额，仍应结合协商卡、订单快照、服务时间、游戏记录、追缴记录、因果关系和责任认定结果确定。

Under the *Delta Force Service Compensation Standard* currently displayed by the Platform, if a user places an order through the Platform and the service provided by a service provider on the Platform causes a clawback from the user’s game account during that service, the Platform will provide the applicable compensation after verification. The current rate is RMB 55 for every 10 million Haavk Coins clawed back, calculated proportionally according to the clawback amount verified by the Platform, subject to an aggregate Platform-funded cap of RMB 100 per user per day. Eligibility and the compensable amount in a particular case remain subject to the Negotiated Card, order snapshot, service period, game records, clawback records, causation, and the outcome of the responsibility assessment.

专项平台赔付与服务方依法或依约应当承担的退款、赔偿或补偿责任可以同时存在，但买家不得就同一损失获得重复赔付。平台已就同一损失支付的专项赔付款，应当在计算买家尚未获得弥补的损失时予以扣除；专项赔付款不足以覆盖依法可认定的全部损失的，不当然免除责任服务方对未获弥补部分应承担的责任。平台支付专项赔付款后，可以依据法律规定、平台规则以及与服务方之间合法有效的约定，向责任服务方追偿或进行相应结算处理。

Special Platform compensation may coexist with a service provider’s refund, damages, or compensation obligations under law or contract, but the buyer may not receive duplicate recovery for the same loss. Any special compensation already paid by the Platform for the same loss must be deducted when calculating the portion of the buyer’s loss that remains uncompensated. If the special payment does not cover the full legally recognizable loss, it does not automatically release the responsible service provider from liability for the uncompensated portion. After making a special compensation payment, the Platform may seek recovery from the responsible service provider or make the corresponding settlement adjustment in accordance with law, Platform rules, and a legally valid agreement with the provider.

**法律依据：**[《中华人民共和国民法典》第四百六十五条、第五百零九条](https://tjca.miit.gov.cn/zwgk/zcwj/flfg/art/2020/art_20cf1a2e1b854924b5caa744c8045d1f.html)；[《中华人民共和国消费者权益保护法》第四十四条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)；[《中华人民共和国消费者权益保护法实施条例》第十二条、第四十四条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/bgt/art/2024/art_0aea188276a44f0baf940ab95ee00e0a.html)；[《中华人民共和国电子商务法》第五十八条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)。  
**Legal basis:** Articles 465 and 509 of the *Civil Code of the People’s Republic of China*; Article 44 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*; Articles 12 and 44 of its Implementing Regulations; and Article 58 of the *E-Commerce Law of the People’s Republic of China*.

## 六、服务方权益保障

## VI. Service Provider Protection

### 6.1 自主接单与充分知情

### 6.1 Voluntary Order Acceptance and Informed Choice

服务方可以根据与买家的站内协商结果，主动拟定并向买家发送协商卡（下单卡），不必等待买家先行发卡；服务方单方发卡的法律和订单效果依照第 2.1 条确定。服务方在点击“接单”或者主动发送协商卡以前，有权根据自己的服务能力、时间安排、游戏状态、协商卡内容、预期收益和可承担风险，自主决定接受、发卡或者拒绝订单。服务方未作出接单或发卡承诺前拒绝订单、要求补充或重发协商卡，或者在卡片有效期内未作回应的，不当然构成违约或者违规；平台不得仅因服务方行使该项选择权而降低其已经依法取得的结算款、收取费用或者采取报复性账号措施。服务方已经点击接单，或者其主动发送的卡片已由买家确认并形成有效订单的，应当依照协商卡、订单快照和适用规则诚信履行，不得再以“未仔细阅读”为由单方取消或者减损买家权益。

A provider may proactively prepare and send a Negotiated Card (Order Card) to the buyer based on the parties’ on-Platform negotiations and need not wait for the buyer to send one first; Section 2.1 governs the legal and order effect of a card sent unilaterally by the provider. Before clicking “Accept Order” or proactively sending a card, the provider has the right to decide independently whether to accept, issue a card, or reject the order in light of the provider’s capacity, schedule, game status, the Negotiated Card, expected net proceeds, and risks the provider is able to bear. Before committing to accept or issue a card, declining an order, requesting that a Negotiated Card be supplemented or reissued, or not responding within the card’s validity period does not by itself constitute breach or misconduct. The Platform may not reduce settlement proceeds already lawfully earned, impose a charge, or take retaliatory account action merely because the provider exercised that choice. Once the provider has accepted, or the buyer has confirmed the provider-issued card and a valid order has formed, the provider must perform in good faith under the Negotiated Card, order snapshot, and applicable rules, and may not unilaterally cancel or diminish the buyer’s rights on the ground that the provider did not read them carefully.

平台应当在服务方发送协商卡或者接单前，使其能够完整查看协商卡、订单总价、预计服务内容与时间、取消和退款规则、举证要求、平台服务费及其他适用费用、预计净结算额、结算条件和周期、主要风险提示以及当时适用的规则版本。影响是否发卡或接单的重要内容不得在相关操作后首次披露，也不得以默认勾选、模糊概括、失效链接或者与实际结算不一致的展示替代。平台对流量、接单数量、收入或者结算速度未作单独明确承诺的，相关展示仅为信息或者估算，不构成最低收入或持续派单保证。

Before a provider sends a Negotiated Card or accepts an order, the Platform must enable the provider to review in full the card, total order price, expected service content and timing, cancellation and refund rules, evidence requirements, Platform service fee and other applicable charges, estimated net settlement amount, settlement conditions and cycle, principal risk disclosures, and the version of the Rules then applicable. A material fact affecting the decision to send or accept may not be disclosed for the first time after that action or replaced by a preselected option, vague summary, invalid link, or display inconsistent with actual settlement. Unless the Platform separately makes an express commitment, a display concerning traffic, order volume, income, or settlement speed is informational or an estimate only and is not a guarantee of minimum income or continuing order allocation.

本章所称“服务方权益”，既包括服务方作为平台内经营者时依法享有的权益，也包括经依法结合实际活动认定不属于平台内经营者的个人服务方依照民事法律、平台服务协议和本规则享有的相应合同权益。服务方是否免于市场主体登记，与其是否属于电子商务经营者或平台内经营者，应当分别依照法律和其实际活动判断；偶发、小额等事实本身不当然排除其经营者身份。服务方的具体法律身份不因平台页面使用“服务方”这一名称而当然确定或排除。

“Provider rights” in this Chapter include both the statutory rights of a provider that qualifies as an operator on the Platform and the corresponding contractual rights under civil law, the Platform service agreement, and these Rules of an individual provider who, after a legally required fact-specific assessment, is found not to be an operator on the Platform. Exemption from market-entity registration and status as an e-commerce operator or operator on the Platform are separate legal questions. Occasional or low-value activity does not by itself exclude operator status. A provider’s specific legal status is neither established nor excluded merely because the Platform interface uses the label “provider.”

**法律依据：**[《中华人民共和国民法典》第五条、第六条、第四百九十六条至第四百九十八条、第五百零九条](https://tjca.miit.gov.cn/zwgk/zcwj/flfg/art/2020/art_20cf1a2e1b854924b5caa744c8045d1f.html)；[《中华人民共和国电子商务法》第九条、第十条、第三十二条、第三十五条、第五十条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第五条、第八条、第十六条、第二十七条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 5, 6, 496 to 498, and 509 of the *Civil Code of the People’s Republic of China*; Articles 9, 10, 32, 35, and 50 of the *E-Commerce Law of the People’s Republic of China*; and Articles 5, 8, 16, and 27 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 6.2 服务方案、定价与经营自主权

### 6.2 Autonomy Over Service Offers, Pricing, and Operations

在不违反法律法规、游戏官方规则、平台依法公示的准入与安全要求以及他人合法权益的前提下，服务方可以自主确定其愿意提供的服务项目、服务时间、可接订单数量、计价方式、报价和人员安排，并可以在尚未形成订单前修改或者撤回服务方案。平台不得强制或者变相强制服务方参加推广或促销、购买非经营活动必需的增值服务、仅在本平台经营、接受低于成本的价格，或者承担明显不合理的经营条件。

Subject to law, official game rules, lawfully published Platform access and safety requirements, and the lawful rights of others, a provider may independently determine the service items it is willing to offer, available times, order capacity, pricing method, quotation, and personnel arrangements, and may amend or withdraw an offer before an order is formed. The Platform may not directly or indirectly compel a provider to join a promotion, purchase a value-added service unnecessary for its operations, operate exclusively on this Platform, accept below-cost pricing, or bear a manifestly unreasonable operating condition.

服务方行使经营自主权的同时，应当真实、准确、完整地展示服务内容、价格、限制和主要风险，不得实施虚假宣传、价格欺诈、诱导站外交易或者其他违法违规行为。平台为履行身份核验、消费者保护、内容安全、未成年人保护、反欺诈、支付风控或者其他法定义务而设置必要、明确且相称的统一标准，不属于对服务方自主经营的不合理限制；平台应当说明该标准的适用范围，并避免无正当理由的差别处理。

In exercising operational autonomy, a provider must truthfully, accurately, and completely present the service content, price, restrictions, and principal risks, and may not engage in false advertising, price fraud, inducement of off-Platform transactions, or other unlawful or non-compliant conduct. Necessary, clear, and proportionate uniform standards adopted by the Platform to perform identity-verification, consumer-protection, information-safety, minor-protection, anti-fraud, payment-risk, or other statutory duties do not constitute an unreasonable restriction on operational autonomy. The Platform must explain the scope of those standards and avoid differential treatment without legitimate reason.

**法律依据：**[《中华人民共和国电子商务法》第五条、第十七条、第三十二条、第三十五条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第五条、第六条、第二十三条、第二十七条、第二十八条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 5, 17, 32, and 35 of the *E-Commerce Law of the People’s Republic of China*; and Articles 5, 6, 23, 27, and 28 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 6.3 费用透明、结算明细与应收款保护

### 6.3 Fee Transparency, Settlement Statements, and Protection of Receivables

平台应当在服务方发送协商卡或者接单前，以清晰、可核对的方式展示订单成交总额、平台服务费、支付通道相关费用、依法代扣代缴项目、优惠承担方、其他适用扣减项目和预计净结算额，并说明各项目的计算标准、收取条件和结算时点。平台不得重复收费、只收费不提供相应服务、转嫁依法应由平台承担的费用、以明显不合理的保证金变相收费，或者在订单形成后追溯增加未依法公示并经服务方有效同意的费用。

Before a provider sends a Negotiated Card or accepts an order, the Platform must display in a clear and verifiable manner the gross transaction amount, Platform service fee, payment-channel charges, items withheld or remitted as required by law, the party bearing each discount, any other applicable deduction, and the estimated net settlement amount, together with the calculation standard, charging condition, and settlement timing for each item. The Platform may not charge twice for the same item, charge without providing the corresponding service, shift to providers a cost that the Platform must bear by law, disguise a charge as a manifestly unreasonable deposit, or retroactively add a fee after order formation that was not lawfully disclosed and validly accepted by the provider.

服务方按照协商卡完成服务并满足第 4.4 条全部结算条件后，有权获得对应订单的净结算款。平台应当按照已经公示的汇付处理窗口及时、准确提交结算指令，不得无正当理由拖延；实际划转仍受汇付支付机构、收款银行、账户核验和依法采取的风险控制影响。平台应当为每笔订单提供可以查询的结算明细和状态，至少列明订单金额、各项扣减、暂缓金额、已结算金额、提交时间、外部处理状态和失败或退回原因，并提供对账和错误更正入口。

Once a provider has performed under the Negotiated Card and all settlement conditions in Section 4.4 are satisfied, the provider is entitled to the net settlement proceeds for that order. The Platform must submit an accurate settlement instruction without unjustified delay in accordance with the disclosed Huifu processing window, although actual transfer remains subject to the Huifu Payment Institution, the receiving bank, account verification, and lawful risk controls. For each order, the Platform must provide a searchable settlement statement and status showing at least the order amount, each deduction, the deferred amount, the amount settled, submission time, external-processing status, and reason for any failure or return, together with a reconciliation and error-correction channel.

服务方对费用、扣减、结算状态或者收款结果提出具体异议的，平台应当核对其掌握的订单和支付记录，并在合理期限内说明计算依据、处理状态和补正方法。因平台自身计算、录入或提交错误造成少结、错结或者无正当理由迟延的，平台应当及时纠正并依法依约承担相应责任；第三方处理延迟不当然免除平台对自身行为的责任。具体结算条件、暂缓边界和平台不以自有资金代位补偿的规则，分别依照第 4.4 条至第 4.10 条执行。

If a provider raises a specific objection to a fee, deduction, settlement status, or receipt result, the Platform must reconcile the order and payment records in its possession and explain within a reasonable period the calculation basis, processing status, and correction method. If the Platform’s own calculation, data-entry, or submission error causes an underpayment, misdirected settlement, or unjustified delay, the Platform must promptly correct it and bear responsibility under law and contract. Third-party processing delay does not by itself release the Platform from responsibility for its own conduct. Sections 4.4 to 4.10 govern the specific settlement conditions, limits on deferral, and the rule that the Platform does not use its own funds for substitute compensation.

**法律依据：**[《中华人民共和国民法典》第五百零九条、第五百七十九条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第三十五条、第五十三条至第五十六条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第八条、第二十八条、第二十九条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)；[《非银行支付机构监督管理条例》第十八条、第二十条、第二十一条、第三十条、第三十四条](https://www.pbc.gov.cn/tiaofasi/144941/144953/5174993/index.html)。  
**Legal basis:** Articles 509 and 579 of the *Civil Code of the People’s Republic of China*; Articles 35 and 53 to 56 of the *E-Commerce Law of the People’s Republic of China*; Articles 8, 28, and 29 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*; and Articles 18, 20, 21, 30, and 34 of the *Regulations on the Supervision and Administration of Non-bank Payment Institutions*.

### 6.4 争议通知、陈述与公平举证

### 6.4 Dispute Notice, Statements, and Fair Allocation of Evidence

买家就订单发起退款、投诉或者争议，可能影响服务方结算、账号状态或其他权益的，平台应当通过站内渠道及时向服务方发送可查询通知，说明相关订单、请求事项、主要事实、可能影响、适用规则和答复入口，并在保护买家及第三人个人信息的前提下，提供足以使服务方理解和回应指控的证据内容或者摘要。除第 4.5 条、第 8.3 条规定的紧急临时控制外，平台不得在不给服务方合理陈述机会的情况下，仅凭一方未经核实的主张作出最终不利认定。

If a buyer initiates a refund, complaint, or dispute that may affect the provider’s settlement, account status, or other rights, the Platform must promptly send a retrievable on-Platform notice identifying the order, relief requested, principal facts, possible effects, applicable rule, and response channel. Subject to protection of the personal information of the buyer and third parties, the Platform must also provide evidence content or a summary sufficient for the provider to understand and answer the allegation. Except for an urgent interim control under Sections 4.5 and 8.3, the Platform may not make a final adverse determination solely on one party’s unverified assertion without giving the provider a reasonable opportunity to be heard.

双方的举证责任应当根据请求性质、法律规定、协商卡内容以及证据由谁控制等因素公平分配。服务方通常应当就已经开始或完成服务、履行时间、局数或时长、结果和其主张的应结算金额提供其能够控制的记录；买家通常应当就其主张的未履行、不符合约定、额外损失及金额提供相应材料。平台掌握的订单快照、系统日志、支付与退款记录，应当由平台主动纳入审查，不得要求用户重复证明只能由平台控制的事实。任何一方合理减轻举证责任时，平台仍应识别和防范伪造材料、断章取义、重复索赔或者其他滥用。

The burden of proof must be allocated fairly by reference to the type of claim, applicable law, the Negotiated Card, and which party controls the evidence. A provider will ordinarily be expected to produce records within its control showing commencement or completion, performance time, sessions or duration, results, and the amount claimed for settlement. A buyer will ordinarily be expected to produce corresponding materials for alleged non-performance, non-conforming performance, additional loss, and amount. The Platform must itself include in the review the order snapshot, system logs, and payment and refund records in its possession and may not require a user to prove again a fact that only the Platform controls. Where one party’s burden is reasonably reduced, the Platform must still identify and prevent fabricated materials, misleading excerpts, duplicate recovery, or another abuse.

客服（超级管理员）应当按照第 8.3 条在案件进入人工队列后一个连续自然小时内完成首次实质处理动作，并原则上给予双方各十二个连续自然小时的证据补充期。服务方依法享有查看与其有关的订单档案、提交说明、补充材料、指出系统错误和请求人工判定的机会；但不得借此要求平台泄露与争议无关的个人信息、商业秘密、风控模型或者依法不得披露的调查信息。

Under Section 8.3, Customer Support (the Super Administrator) must complete the first substantive handling action within one consecutive natural hour after a case enters the manual queue and must in principle give each party a period of twelve consecutive natural hours to supplement evidence. A provider has an opportunity to inspect the order file relevant to it, submit a statement and additional materials, identify a system error, and request human determination. This does not entitle the provider to demand disclosure of unrelated personal information, trade secrets, risk-control models, or investigation information that may not lawfully be disclosed.

**法律依据：**[《中华人民共和国电子商务法》第五十九条至第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第十九条至第二十一条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)；[《最高人民法院关于民事诉讼证据的若干规定》第十四条、第十五条、第九十三条、第九十四条](https://www.court.gov.cn/zixun/xiangqing/212721.html)。  
**Legal basis:** Articles 59 to 63 of the *E-Commerce Law of the People’s Republic of China*; Articles 19 to 21 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*; and Articles 14, 15, 93, and 94 of the *Provisions of the Supreme People’s Court on Evidence in Civil Proceedings*.

### 6.5 暂缓结算的必要性、范围与解除

### 6.5 Necessity, Scope, and Release of Deferred Settlement

暂缓结算是为防止尚未结算的争议订单款在事实核验期间进入后续结算流程，或者执行有权机关和汇付支付机构合法要求而采取的临时资金处理状态，不是对服务方的罚款、没收或者预先认定有责。平台采取暂缓结算，原则上只得覆盖具体争议订单中与请求合理对应的尚未结算金额；不得仅因一笔普通纠纷、买家的空泛联系、没有初步事实依据的重复请求或者服务方依法申诉，而暂停全部无关订单或不确定期限的结算。

Deferred Settlement is a temporary funds-processing status used to prevent the unsettled amount of a disputed order from entering further settlement processing while facts are verified, or to implement a lawful requirement of a competent authority or the Huifu Payment Institution. It is not a fine, forfeiture, or advance finding of provider liability. As a rule, a deferral may cover only the unsettled amount of the specific disputed order that reasonably corresponds to the claim. The Platform may not suspend all unrelated orders, or settlement for an indefinite period, merely because of one ordinary dispute, a buyer’s generic contact, a repetitive submission lacking an initial factual basis, or the provider’s lawful appeal.

平台应当按照第 4.5 条向服务方说明暂缓订单、金额或范围、起始时间、主要理由、规则依据、当前状态、预计处理安排和申诉入口，并对继续暂缓的必要性进行复核。无争议部分能够分离的，应当先行恢复结算；暂缓原因消失、证据不足、双方和解已经履行或者裁决确定可以结算的，应当及时解除。超过合理处理时间仍需继续暂缓的，平台应当向服务方更新原因和预计安排；汇付支付机构或有权机关要求保密或者控制期限的，从其合法要求。

Under Section 4.5, the Platform must inform the provider of the affected order, deferred amount or scope, starting time, principal reason, Rules basis, current status, expected handling arrangement, and appeal channel, and must review whether continued deferral remains necessary. A separable undisputed portion must be released first. Deferral must be lifted promptly when the reason ceases, evidence is insufficient, an agreed settlement has been performed, or an adjudication permits settlement. If deferral must continue beyond a reasonable handling period, the Platform must update the provider on the reason and expected arrangement, subject to any lawful confidentiality or control-period requirement imposed by the Huifu Payment Institution or a competent authority.

双方已经就具体退款和结案范围作出真实、明确的共同确认且退款已经实际完成的，按照第 7.2 条和第 8.2 条处理。买家没有新事实、新损失、新证据或者法定纠错事由而重复提出同一项请求的，不当然构成继续暂缓服务方结算的依据；但原和解未明确处理的独立损失、后来发生的损失或者依法不得预先放弃的权利，不因服务费退款而当然消灭。

Where the parties have made a genuine and specific mutual confirmation of the refund and closure scope and the refund has actually been completed, Sections 7.2 and 8.2 apply. A buyer’s repetition of the same claim without a new fact, new loss, new evidence, or statutory correction ground does not by itself justify continued deferral of provider settlement. However, an independent loss not expressly resolved by the settlement, a loss arising later, or a right that may not lawfully be waived in advance is not automatically extinguished by a service-fee refund.

**法律依据：**[《中华人民共和国民法典》第六条、第七条、第五百零九条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第三十五条、第五十三条至第五十五条、第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第五条、第十九条至第二十一条、第二十八条、第二十九条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 6, 7, and 509 of the *Civil Code of the People’s Republic of China*; Articles 35, 53 to 55, and 63 of the *E-Commerce Law of the People’s Republic of China*; and Articles 5, 19 to 21, 28, and 29 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 6.6 账号管理措施、程序保障与禁止平台罚款

### 6.6 Account Measures, Procedural Safeguards, and Prohibition on Platform Fines

服务方违反法律法规、本规则或者已经确认的订单义务时，平台可以根据事实、主观过错、风险、影响范围、损失后果、历史记录和补正情况，采取提醒、要求整改或学习、退回或下架相关服务方案、下架部分或全部广告、限制发卡或接单、限制相关账号功能、暂停服务、临时封禁、永久封禁或者终止平台服务等分级措施。措施应当与行为和风险相称，并原则上限于有必要受影响的服务、订单、广告、功能和期限，不得把订单级暂缓自动结算直接当作账号违规处罚。

If a provider violates law, these Rules, or a confirmed order obligation, the Platform may adopt graduated measures in light of the facts, fault, risk, scope of impact, loss, history, and correction, including a reminder, required correction or training, rejection or removal of the relevant offer, removal of some or all advertisements, limits on issuing cards or accepting orders, limits on relevant account functions, service suspension, a temporary or permanent ban, or termination of Platform services. A measure must be proportionate to the conduct and risk and, as a rule, limited to the services, orders, advertisements, functions, and period that need to be affected. An order-level automatic-settlement hold may not be treated directly as an account-misconduct penalty.

平台不是行政处罚机关，不向服务方实施行政罚款，也不得仅因协商卡不清楚、一般违规或账号管理需要，以“罚款”“管理费”“违约金”或者其他名义收取归平台所有的金钱处罚。平台仅可依照法律、本规则和合法有效的交易约定，执行应当退还买家的未履行部分价款、依法可认定的买家损失，或者扣回服务方无权取得的订单收入；该等款项不属于平台罚款，且均不得转为平台收入。第 4.6 条所列已经明示并有效约定的平台服务费、支付通道费用、税费和其他合法扣减，按照其性质处理，不因本条被视为罚款。

The Platform is not an administrative-penalty authority and does not impose administrative fines on providers. It may not collect a monetary penalty for its own account—whether called a “fine,” “management fee,” “liquidated damages,” or otherwise—merely because a Negotiated Card was unclear, because of general misconduct, or for account-management purposes. Under law, these Rules, and a legally valid transaction agreement, the Platform may implement only the return to the buyer of the price for unperformed service, payment of legally recognizable buyer loss, or recovery of order income to which the provider was not entitled. Those amounts are not Platform fines and may not be converted into Platform revenue. A clearly disclosed and validly agreed Platform service fee, payment-channel charge, tax, or other lawful deduction listed in Section 4.6 retains its own legal character and is not treated as a fine under this Section.

除依法需要立即控制正在发生的财产、账号安全、违法信息或者证据灭失风险外，平台采取对服务方权益有负面影响的措施，应当告知所依据的事实、理由、规则条款、措施内容、期限、主要后果和纠正路径，并提供便捷申诉渠道；紧急情况下先行采取临时措施的，应当在依法允许的最早时间补充通知。服务方申诉后，平台应当及时、客观、公正复核并通知结果；服务方要求人工判定的，不得仅以自动化结果代替人工处理。平台认定或执行错误的，应当及时撤销或调整措施，恢复相应广告、功能和可结算权益，并更正由该错误形成的平台记录；但另有独立、合法且仍有必要的支付风控、有权机关要求或者其他限制依据的部分除外。

Unless immediate action is lawfully necessary to control an ongoing risk to property, account security, unlawful information, or evidence, before taking a measure adverse to a provider the Platform must state the facts, reasons, Rules provision, measure, duration, principal consequences, and correction path, and provide a convenient appeal channel. If an emergency requires an interim measure first, supplementary notice must be given at the earliest time permitted by law. After a provider appeals, the Platform must conduct a timely, objective, and impartial review and notify the outcome. If the provider requests human determination, an automated result alone may not substitute for human handling. If the Platform’s determination or execution was erroneous, it must promptly revoke or adjust the measure, restore the corresponding advertisements, functions, and settlement rights, and correct any Platform record created by the error, except to the extent another independent, lawful, and still-necessary payment risk control, competent-authority requirement, or other restriction remains applicable.

本条所称账号措施申诉，是法律要求平台提供的负面措施复核渠道，不因第 8.3 条对同一交易实体争议不设置常规二次复核而被排除。账号措施申诉用于审查措施的事实基础、程序、范围和比例性；如申诉实质上只是重复要求重新判断已经裁决的买卖双方实体请求，且不存在第 8.2 条所列新事项或纠错事由，平台可以维持原实体裁决，但仍应当独立审查账号措施本身是否合法、适当。

An account-measure appeal under this Section is the legally required review channel for an adverse measure and is not excluded by Section 8.3’s absence of routine second-level review of the same transaction-merits dispute. It examines the factual basis, procedure, scope, and proportionality of the measure. If an appeal merely repeats a request to redetermine the buyer-provider merits already adjudicated and no new matter or correction ground under Section 8.2 exists, the Platform may maintain the merits determination, but it must still independently review whether the account measure itself is lawful and appropriate.

**法律依据：**[《中华人民共和国民法典》第五百零九条、第五百七十七条、第五百八十四条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第三十二条、第三十五条、第三十六条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易监督管理办法》第三十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2025/art_4b47c79b8d994a42bba4835997688faa.html)；[《网络交易平台规则监督管理办法》第十八条至第二十一条、第二十七条至第二十九条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 509, 577, and 584 of the *Civil Code of the People’s Republic of China*; Articles 32, 35, and 36 of the *E-Commerce Law of the People’s Republic of China*; Article 30 of the *Measures for the Supervision and Administration of Online Transactions*; and Articles 18 to 21 and 27 to 29 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 6.7 个人信息、名誉与正常经营保护

### 6.7 Protection of Personal Information, Reputation, and Normal Operations

平台处理服务方的姓名、身份信息、联系方式、收款账户、游戏账号信息、声音影像、订单记录和争议材料，应当具有明确、合理的目的，与处理目的直接相关，并限于实现身份核验、交易履行、结算、客服、风控、纠纷处理或法定义务所必要的范围。除法律另有规定或者取得有效授权外，平台不得向买家、其他服务方或无关第三人公开服务方的身份证件、私人联系方式、完整收款信息、精确住址或其他非处理争议所必需的信息；争议材料向相对方展示时，应当对无关信息作必要遮蔽。

The Platform’s processing of a provider’s name, identity information, contact details, receiving account, game-account information, audio or images, order records, and dispute materials must have a specific and reasonable purpose, be directly related to that purpose, and remain limited to what is necessary for identity verification, transaction performance, settlement, support, risk control, dispute handling, or a statutory duty. Unless otherwise provided by law or validly authorized, the Platform may not disclose to a buyer, another provider, or an unrelated third party the provider’s identity document, private contact details, complete payment information, precise address, or other information unnecessary to the dispute. Irrelevant information must be appropriately redacted when dispute materials are shown to the counterparty.

平台不得仅因未经核实的投诉公开认定服务方违法、欺诈或失信，也不得放任任何用户以侮辱、威胁、骚扰、曝光个人信息、伪造材料、恶意重复工单或者组织性干扰等方式影响服务方正常经营。服务方可以通过平台举报前述行为；平台应当结合第 3.8 条和第 9.2 条核验并采取与事实和风险相称的保护或管理措施。服务方同样不得以公开买家信息、骚扰、拒绝履行已生效处理结果或其他报复方式回应投诉。

The Platform may not publicly characterize a provider as unlawful, fraudulent, or untrustworthy merely because of an unverified complaint, and may not knowingly permit a user to disrupt the provider’s normal operations through insults, threats, harassment, exposure of personal information, fabricated materials, malicious repetitive tickets, or coordinated interference. A provider may report such conduct through the Platform, which must verify it and adopt a protective or management measure proportionate to the facts and risk under Sections 3.8 and 9.2. A provider likewise may not respond to a complaint by exposing buyer information, harassment, refusal to implement an effective outcome, or another form of retaliation.

为履行公示、监管报送、司法协助或者违法行为处置义务确需披露相关信息的，平台应当依照法定权限、范围、程序和保存要求办理，并尽可能避免披露与目的无关的信息。法律要求平台公示对平台内经营者违法行为采取的警示、暂停或终止服务措施的，平台按照法定内容和期限公示；该等依法公示不等同于平台可以任意扩散争议材料。

Where disclosure is necessary to perform a publication, regulatory-reporting, judicial-assistance, or unlawful-conduct duty, the Platform must act within the statutory authority, scope, procedure, and retention requirements and avoid, where possible, disclosing information unrelated to the purpose. If law requires publication of a warning, suspension, or termination measure taken against unlawful conduct by an operator on the Platform, the Platform will publish the legally required content for the required period. Such mandatory publication does not authorize unrestricted dissemination of dispute materials.

**法律依据：**[《中华人民共和国个人信息保护法》第五条至第九条、第十三条、第十九条、第二十三条、第二十五条](https://www.cac.gov.cn/2021-08/20/c_1631050028355286.htm)；[《中华人民共和国电子商务法》第二十三条、第二十五条、第三十六条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易监督管理办法》第三十条、第三十四条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2025/art_4b47c79b8d994a42bba4835997688faa.html)；[《网络交易平台规则监督管理办法》第十九条、第二十三条至第二十五条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 5 to 9, 13, 19, 23, and 25 of the *Personal Information Protection Law of the People’s Republic of China*; Articles 23, 25, and 36 of the *E-Commerce Law of the People’s Republic of China*; Articles 30 and 34 of the *Measures for the Supervision and Administration of Online Transactions*; and Articles 19 and 23 to 25 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 6.8 纠错、退出平台与外部救济

### 6.8 Correction, Platform Exit, and External Remedies

服务方有权通过平台提供的入口更正其依法可以更正的身份、经营和收款资料，查询或下载与本人有关的协商卡、订单快照、结算明细、通知、陈述、证据提交记录和平台内处理结果。涉及他人个人信息、平台依法需要保密的风控信息或者超出法定保存期限且已经依法删除的数据，平台可以依法限制提供；但不得以内部规则为由拒绝提供法律要求提供的原始合同和交易记录。

A provider may use the Platform’s channels to correct identity, operating, and payment information that may lawfully be corrected and to inspect or download its Negotiated Cards, order snapshots, settlement statements, notices, statements, evidence-submission records, and internal outcomes. The Platform may lawfully limit access to another person’s personal information, confidential risk-control information, or data lawfully deleted after the required retention period, but may not rely on an internal rule to refuse an original contract or transaction record that law requires it to provide.

服务方不接受平台规则修改的，可以依照第 11.9 条要求退出平台或者终止相关服务，平台不得设置不合理条件阻止，并应当按照修改前的规则承担据实退费等责任。退出不溯及消灭已经接受订单的履行、退款、赔偿、结算、税务、保密或者争议配合义务；平台可以在完成待处理订单和法定义务所必要的范围内继续处理相关数据，并应当在法定期限内保存原始合同和交易记录。

If a provider does not accept an amendment to the Platform Rules, it may request exit from the Platform or termination of the relevant service under Section 11.9. The Platform may not obstruct exit through unreasonable conditions and must bear responsibilities such as fact-based fee refunds under the pre-amendment rules. Exit does not retroactively extinguish performance, refund, damages, settlement, tax, confidentiality, or dispute-cooperation duties relating to an accepted order. The Platform may continue processing relevant data to the extent necessary to complete pending orders and statutory duties and must retain original contracts and transaction records for the statutory period.

服务方对平台内交易实体裁决不服且不存在第 8.2 条纠错事由的，可以依法与对方协商、请求有权机构调解、向主管部门投诉举报、在存在有效仲裁协议时申请仲裁，或者向有管辖权的人民法院提起诉讼；平台不得限制该等法定权利。采取外部救济不当然停止必要且已经生效的平台内订单或账号措施，但人民法院、有权机关作出依法应当执行的决定，或者平台经复核发现错误的，应当及时执行或纠正。平台内裁决、账号申诉和外部救济的边界，依照第 8.2 条、第 8.3 条和第 10.1 条执行。

If a provider disagrees with a Platform-internal merits determination and no correction ground under Section 8.2 exists, the provider may negotiate with the counterparty, seek mediation by a competent body, file an administrative complaint or report, commence arbitration under a valid arbitration agreement, or bring an action before a people’s court having jurisdiction. The Platform may not restrict those statutory rights. External relief does not by itself suspend a necessary and effective internal order or account measure, but the Platform must promptly implement a decision that a people’s court or competent authority requires it to implement, or correct an error identified on review. Sections 8.2, 8.3, and 10.1 govern the boundaries among Platform adjudication, account-measure appeals, and external relief.

**法律依据：**[《中华人民共和国电子商务法》第二十四条、第三十一条、第三十四条、第五十九条至第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第十四条、第十五条、第十九条、第二十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)；[《中华人民共和国个人信息保护法》第十五条、第四十五条至第四十七条](https://www.cac.gov.cn/2021-08/20/c_1631050028355286.htm)。  
**Legal basis:** Articles 24, 31, 34, and 59 to 63 of the *E-Commerce Law of the People’s Republic of China*; Articles 14, 15, 19, and 20 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*; and Articles 15 and 45 to 47 of the *Personal Information Protection Law of the People’s Republic of China*.

## 七、取消、退款与售后

## VII. Cancellation, Refunds, and After-Sales Support

### 7.1 服务费退款与游戏内经济损失补偿分别处理

### 7.1 Separate Treatment of Service-Fee Refunds and In-Game Economic Loss

订单服务费退款与游戏内经济损失补偿属于不同的处理项目。服务费退款用于处理服务未提供、未完成、迟延提供、履行不符合约定或者合同依法解除后的价款结算；游戏内经济损失补偿用于处理符合本规则第 5.1 条的额外财产损失。平台和交易双方应当分别列明两项请求的事实、金额、计算依据和处理结果。

A refund of the order service fee and compensation for In-Game Economic Loss are separate forms of relief. A service-fee refund addresses non-provision, non-completion, delayed provision, non-conforming performance, or price settlement following lawful termination of the contract. Compensation for In-Game Economic Loss addresses additional property loss falling within Section 5.1. The Platform and the parties shall separately identify the facts, amount, calculation basis, and outcome for each claim.

买家获得部分或全部服务费退款，不当然表示其已经获得游戏内经济损失补偿，也不当然表示其放弃依法主张该项损失；买家获得游戏内经济损失补偿，也不当然表示服务方已经完成服务或者服务费不应退款。双方通过平台就全部争议达成一次性和解的，应当明确写明和解涵盖的订单、请求项目、金额以及权利终结范围。任何一方不得就同一损失获得重复返还或重复补偿。

A buyer’s receipt of a partial or full service-fee refund does not by itself mean that the buyer has been compensated for In-Game Economic Loss or has waived a lawful claim for that loss. Likewise, compensation for In-Game Economic Loss does not by itself establish that the provider completed the service or that the service fee is non-refundable. If the parties reach a global settlement of all disputes through the Platform, the settlement must clearly identify the covered order, claims, amounts, and scope of released rights. No party may obtain duplicate reimbursement or compensation for the same loss.

**法律依据：**[《中华人民共和国民法典》第五百六十二条、第五百六十六条、第五百七十七条、第五百八十二条至第五百八十四条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国消费者权益保护法》第五十二条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)。  
**Legal basis:** Articles 562, 566, 577, and 582 to 584 of the *Civil Code of the People’s Republic of China*; and Article 52 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*.

### 7.2 履行中止后的协商退款与结案确认

### 7.2 Negotiated Refund and Case-Closure Confirmation After Performance Stops

订单因服务方接单，或者因服务方主动发送协商卡并经买家确认而成立并开始履行后，因双方同意停止剩余服务、服务方无法继续履行或者其他原因需要退款的，双方可以通过平台协商部分或全部退款，并依法变更或解除具体服务合同。双方达成的退款方案应当通过与原订单关联、可以留痕并可随时调取的“退款结案确认”或者其他平台确认工具记载；平台尚未提供专门工具的，双方应当至少在订单关联的站内沟通中作出内容具体、意思明确的共同确认，并由平台退款记录证明实际执行结果。

If an order has been formed and performance has begun either because the provider accepted it or because the buyer confirmed a Negotiated Card proactively sent by the provider, and the parties agree to stop the remaining service, the provider cannot continue, or another circumstance requires a refund, the parties may negotiate a partial or full refund through the Platform and lawfully amend or terminate the underlying service contract. The refund arrangement must be recorded in a traceable and retrievable “Refund and Case-Closure Confirmation” or another Platform confirmation tool linked to the original order. If the Platform has not yet made a dedicated tool available, the parties must at minimum make a specific and express mutual confirmation in the on-Platform communications linked to the order, with the Platform refund record evidencing actual implementation.

退款结案确认应当至少写明：（1）订单编号和交易双方；（2）已经完成的服务内容、局数或时长以及停止履行的时间；（3）退款原因；（4）退款属于部分退款还是全额退款、具体金额、原路退回方式和预计完成时间；（5）双方是否主张存在游戏内经济损失、该损失是否已纳入本次处理以及对应金额；（6）双方是否仍需履行其他义务；（7）哪些具体争议已经结清、哪些请求被明确保留；（8）本次退款是否构成所列事项的一次性最终和解；以及（9）双方作出确认的时间。任何笼统的“退款了事”“互不追究”“全部放弃”等表述，不能替代对具体请求项目和权利终结范围的清晰记载。

The Refund and Case-Closure Confirmation must state at least: (1) the order number and parties; (2) the service content, number of sessions, or duration already completed and the time performance stopped; (3) the reason for the refund; (4) whether the refund is partial or full, its exact amount, the original-payment-method return route, and the expected completion time; (5) whether either party claims In-Game Economic Loss, whether that loss is included in the current resolution, and the corresponding amount; (6) whether either party has a remaining obligation; (7) the specific disputes being settled and the claims expressly reserved; (8) whether the refund constitutes a full and final settlement of the listed matters; and (9) the time of each party’s confirmation. General expressions such as “refund and finish,” “no further claims,” or “waive everything” do not replace a clear record of the specific claims and scope of rights being concluded.

双方在自愿、真实知情且不存在欺诈、胁迫、重大误解或显失公平的情况下，就具体退款项目和争议范围达成明确的一次性和解，并且约定退款已经实际完成的，该和解对双方具有约束力。任何一方不得在没有新事实、新损失、新证据或者其他法定事由的情况下，就已经明确结清并已实际履行的同一请求重复获得退款或赔偿。仅写明“退还服务费”，未明确处理游戏内经济损失或其他独立请求的，不推定买家已经放弃该等请求；仅由平台或服务方预先拟定并默认勾选的概括性权利放弃条款，不得不合理排除消费者依法享有的主要权利。

A clear full-and-final settlement of specified refund items and disputes, entered into voluntarily and with informed and genuine consent and without fraud, duress, material mistake, or manifest unfairness, is binding on the parties once the agreed refund has actually been completed. Neither party may obtain a duplicate refund or damages for the same claim that was expressly settled and performed unless there is a new fact, new loss, new evidence, or another statutory ground. If the confirmation states only that the service fee will be refunded and does not expressly resolve In-Game Economic Loss or another independent claim, the buyer is not presumed to have waived that claim. A generalized waiver drafted in advance by the Platform or provider and selected by default may not unreasonably exclude a consumer’s principal statutory rights.

买家与服务方之间达成的退款和解，不当然终止买家基于法律规定对平台享有的独立请求，也不当然触发平台以自有资金进行赔偿或补偿。涉及本规则第 5.3 条专项平台赔付计划的，退款结案确认应当单独记载相关追缴损失是否存在、是否已获弥补以及专项计划请求是否明确纳入本次处理；未满足专项计划独立触发条件的，不因买家与服务方协商退款而转化为平台赔付责任。同一损失已经通过退款、服务方赔偿或专项平台赔付获得弥补的，不得重复获得赔付。

A refund settlement between the buyer and the provider does not automatically terminate an independent claim the buyer may have against the Platform under applicable law, nor does it automatically trigger damages or compensation from the Platform’s own funds. If the special Platform compensation plan under Section 5.3 is relevant, the Refund and Case-Closure Confirmation must separately state whether the relevant clawback loss exists, whether it has already been remedied, and whether a claim under that special plan is expressly included in the resolution. A negotiated refund between the buyer and provider does not create Platform-funded compensation liability if the plan’s independent triggering conditions are not satisfied. The same loss may not be recovered twice through a refund, provider-funded damages, or special Platform compensation.

平台、买家和服务方均不得删除、篡改或者隐匿与退款和结案有关的协商卡、订单快照、站内确认、退款记录、履行记录和争议材料。平台应当依照法定保存期限保存其掌握的原始合同和交易记录；用户自行保存的截图、录屏等材料也应当保留原始文件，必要时可以对与争议无关的个人信息作适当遮蔽，但不得通过裁剪、拼接或修改影响证据真实性。

The Platform, buyer, and provider may not delete, alter, or conceal any Negotiated Card, order snapshot, on-Platform confirmation, refund record, performance record, or dispute material relating to the refund and closure. The Platform shall preserve the original contracts and transaction records in its possession for the statutory retention period. Users should also preserve the original files for screenshots, screen recordings, and similar materials. Personal information unrelated to the dispute may be appropriately redacted where necessary, but cropping, splicing, or modification may not be used in a manner that affects evidentiary authenticity.

**法律依据：**[《中华人民共和国民法典》第一百三十三条至第一百四十三条、第一百四十七条至第一百五十一条、第四百六十五条、第四百六十九条、第四百九十六条至第四百九十八条、第五百零六条、第五百四十三条、第五百四十四条、第五百六十二条、第五百六十六条、第五百六十七条、第五百七十五条](https://tjca.miit.gov.cn/zwgk/zcwj/flfg/art/2020/art_20cf1a2e1b854924b5caa744c8045d1f.html)；[《中华人民共和国消费者权益保护法》第二十六条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)；[《中华人民共和国电子商务法》第三十一条、第六十条至第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易监督管理办法》第三十一条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2025/art_4b47c79b8d994a42bba4835997688faa.html)。  
**Legal basis:** Articles 133 to 143, 147 to 151, 465, 469, 496 to 498, 506, 543, 544, 562, 566, 567, and 575 of the *Civil Code of the People’s Republic of China*; Article 26 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*; Articles 31 and 60 to 63 of the *E-Commerce Law of the People’s Republic of China*; and Article 31 of the *Measures for the Supervision and Administration of Online Transactions*.

### 7.3 退款发起权限与客服沟通渠道

### 7.3 Refund Initiation Authority and Customer-Support Communication Channels

除服务开始前取消订单所触发的系统自动原路退回、支付异常或错误支付的依法纠正、平台执行已生效的争议处理结果、司法或行政机关依法要求的资金处置以及法律另有规定的情形外，订单进入履行阶段后的售后退款申请只能由该订单登记的买家通过其本人控制的平台账号，在对应订单页面或者平台指定的正式退款入口主动发起。服务方、平台客服及其他人员可以提出退款方案、发送退款入口、向买家说明退款条件和操作路径、提示申请期限、协助整理材料或者核验订单信息，但不得代替买家点击提交、冒用买家身份或者仅凭服务方要求和客服判断生成买家的退款申请。依法由监护人、法定代理人或者经核验的授权代理人代为处理的，代理人不得直接登录或者操作买家账号，应当通过平台设置的独立身份与代理权限核验流程办理，并由买家账号确认或者依法采用具有同等真实性和安全性的替代确认。买家在站内聊天、电话或者微信中表示“同意退款”“可以退”或者类似退款意愿，不等于已经完成平台正式退款申请；以平台系统成功生成并可查询的退款申请记录为准。但是，相关沟通仍可作为认定退款合意、通知到达和争议事实的证据；客服知悉买家明确退款意愿后，应当提示买家通过正式入口完成申请。

Except for an automatic return to the original payment method triggered by cancellation before service begins, lawful correction of an anomalous or erroneous payment, the Platform’s implementation of a final dispute determination, a fund disposition lawfully required by a judicial or administrative authority, or another circumstance provided by law, an after-sales refund request after an order has entered performance may be initiated only by the buyer registered for the order, using the Platform account under that buyer’s control and the formal refund entry on the relevant order page or otherwise designated by the Platform. The provider, Platform customer support, and any other person may propose a refund arrangement, send the refund entry, explain the refund conditions and steps, remind the buyer of the applicable request period, assist in organizing materials, or verify order information, but may not click submit on the buyer’s behalf, impersonate the buyer, or generate a buyer refund request solely on the basis of a provider’s demand or a customer-support determination. Where a guardian, legal representative, or verified authorized representative acts as permitted by law, that representative may not directly log in to or operate the buyer’s account and must instead use the Platform’s separate identity and authority-verification process, followed by confirmation from the buyer’s account or a legally permissible alternative confirmation of equivalent authenticity and security. A buyer’s statement in an on-Platform chat, telephone call, or WeChat conversation that the buyer “agrees to a refund,” “accepts a refund,” or expresses similar intent does not by itself complete the formal Platform refund request. A refund request is formally initiated only when the Platform system successfully generates a retrievable request record. Such communications may nevertheless serve as evidence of a refund agreement, receipt of notice, or facts in dispute. When customer support becomes aware of a buyer’s clear refund intent, it must direct the buyer to complete the request through the formal entry.

买家成功发起的退款申请在服务方站内账号可以查询，且平台已经发出可查询的站内通知后，服务方应当在连续十二小时内完成首次处理，即选择同意退款、说明拒绝退款的具体事实和理由并提交其当时能够提供的初步材料，或者一次性列明为判断退款事项所合理必要的补充材料。前述十二小时是服务方首次处理期限，不是退款资金实际到账期限，按照自然连续时间计算，包括夜间、周末和法定节假日；因经平台核实的系统故障或者其他不可归责于服务方的客观障碍导致其无法操作的，受影响时间应当合理顺延。服务方逾期未处理的，退款申请自动转入平台客服即超级管理员的平台内裁决程序；平台可以在必要范围内暂停争议订单相应款项的结算，并依据现有证据继续处理。逾期本身不当然等于买家主张全部成立，不当然触发全额退款，也不触发平台以自有资金赔付，但超级管理员可以将服务方未及时回应或者拒不配合举证作为案件处理的考量因素。发生拒绝、逾期或者其他争议时，超级管理员可以在本规则和双方平台服务协议授权范围内联系双方、核对事实、组织协商并作出平台内裁决。退款获服务方同意、经平台内裁决支持或者依法应予退款后，由平台系统及接入的支付机构按照相应流程执行退款，不属于客服代替买家“发起退款”。“仅买家可以发起”是账户授权和订单操作规则，不表示平台可以拒绝履行依法及时受理和处理投诉、积极协助消费者维权、保存和提供交易记录或者执行已经生效的平台内裁决结果等义务。因平台系统故障导致买家无法在期限内提交的，买家应当及时通过客服渠道报障并保留页面提示等材料，平台应当核验故障及其对申请期限的影响并提供合理补救；任何替代确认仍应由买家本人明确作出。

Once a refund request successfully initiated by the buyer is retrievable through the provider’s on-Platform account and the Platform has issued a retrievable on-Platform notice, the provider must complete an initial response within twelve consecutive hours by approving the refund; rejecting it with specific facts, reasons, and the preliminary materials then reasonably available; or making a single, consolidated request for supplemental materials reasonably necessary to determine the refund matter. The twelve-hour period is the provider’s initial-response period, not a deadline by which refunded funds must actually arrive. It runs continuously and includes nighttime, weekends, and public holidays. Time affected by a verified Platform system fault or another objective obstacle not attributable to the provider must be reasonably extended. If the provider fails to act by the deadline, the request automatically enters the Platform-internal adjudication process handled by customer support acting as the Super Administrator. The Platform may hold settlement of the corresponding disputed-order funds to the extent necessary and continue handling the matter on the available evidence. Expiry of the deadline does not by itself establish the buyer’s entire claim, automatically trigger a full refund, or trigger compensation from the Platform’s own funds, but the Super Administrator may consider the provider’s failure to respond promptly or refusal to cooperate with evidence production. If the request is rejected, overdue, or otherwise disputed, the Super Administrator may, within the authority conferred by these Rules and the parties’ Platform service agreements, contact the parties, verify facts, facilitate negotiations, and make a Platform-internal adjudication. Where a refund is approved by the provider, granted by a Platform-internal adjudication, or otherwise legally due, execution of the refund by the Platform system and the connected payment institution under the applicable process is not customer support “initiating a refund” on behalf of the buyer. The buyer-only initiation rule is an account-authorization and order-operation rule; it does not permit the Platform to refuse its legal duties to timely accept and handle complaints, actively assist consumers in protecting lawful rights, preserve and provide transaction records, or implement an effective Platform-internal adjudication. If a Platform system fault prevents the buyer from submitting within the applicable period, the buyer should promptly report the fault through customer support and preserve the page notice or similar materials. The Platform shall verify the fault and its effect on the request period and provide a reasonable remedy; any alternative confirmation must still be expressly made by the buyer.

平台客服通常会根据退款、申诉或者争议处理的实际需要，尝试通过站内客服会话、站内通知，或者买家主动提供并明确授权用于售后联系的平台公示或指定工作微信之一与买家沟通。具体沟通方式由平台根据案件情况、联系方式有效性和必要性确定；微信属于补充沟通方式，不是强制渠道或者唯一官方入口。平台不保证一定采用某一种渠道，不保证即时取得联系、每次联系均能成功或者用户必然回复，也不预先承诺个案将获得对任何一方有利的特定处理结果；经审核符合法律规定、双方有效约定或者已公示平台规则所列退款条件的，平台应当依法依约处理。上述不保证事项不免除平台依法建立便捷有效的投诉机制、及时受理和处理投诉、客观公正复核申诉并告知处理结果等义务。

Depending on the practical needs of a refund, appeal, or dispute, Platform customer support will ordinarily attempt to communicate with the buyer through an on-Platform support conversation, an on-Platform notice, or an official or designated work WeChat account where the buyer has voluntarily provided WeChat contact information and expressly authorized its use for after-sales communications. The Platform will select the communication method in light of the circumstances of the case, the validity of the contact information, and necessity. WeChat is a supplementary communication method, not a mandatory channel or the sole official entry point. The Platform does not guarantee use of any particular channel, immediate or successful contact on every attempt, or a response from the user, and does not promise in advance an outcome favoring either party in an individual matter. If review establishes that the conditions for a refund under law, a valid agreement between the parties, or published Platform rules are satisfied, the Platform shall handle the matter in accordance with law and agreement. These limitations do not release the Platform from its legal duties to maintain a convenient and effective complaint mechanism, timely accept and process complaints, objectively and fairly review appeals, and communicate the outcome.

退款申请是否已经提交、申请时间、退款金额、处理状态、补充材料要求、处理结果和申诉入口，以对应订单、客服工单或者其他可查询的平台记录为主要依据。通过微信沟通形成的重要事实、用户确认和材料，应当在不超出必要范围的前提下回传、摘要记录或者关联保存至对应订单或客服工单；仅留存在个人微信账号中的聊天记录不得作为平台唯一的结案记录。站外联系未成功，不影响买家已经提交的站内申请效力；平台不得仅因微信未接通或者买家未在微信回复，即作出对买家不利的事实认定，补充材料要求及合理期限应当同时通过可查询的站内方式通知。买家未提供微信、拒绝添加微信或者撤回对非必要微信联系的同意，不影响其通过站内渠道申请退款、提交申诉或者获得依法应有的处理。平台处理微信号、微信聊天内容及其中包含的个人信息时，应当遵循合法、正当、必要、诚信和最小范围原则，并依照隐私规则履行告知、取得适当处理依据和安全保护义务。

Whether a refund request has been submitted, its submission time, the refund amount, processing status, request for supplemental materials, outcome, and appeal entry shall be determined primarily by the corresponding order, support ticket, or other retrievable Platform record. Material facts, user confirmations, and evidence arising from a WeChat communication must, to the extent necessary, be uploaded, summarized, or linked to the corresponding order or support ticket. Chats retained only in an individual WeChat account may not serve as the Platform’s sole closure record. Failure of off-Platform contact does not affect the validity of an on-Platform request already submitted. The Platform may not make an adverse factual determination against the buyer solely because a WeChat call or message was unanswered, and any request for supplemental materials and reasonable response period must also be communicated through a retrievable on-Platform method. A buyer’s failure to provide WeChat contact information, refusal to add a WeChat contact, or withdrawal of consent to non-essential WeChat contact does not affect the buyer’s ability to request a refund, submit an appeal, or receive legally required handling through on-Platform channels. When processing a WeChat identifier, WeChat chat content, or personal information contained in that content, the Platform must follow the principles of lawfulness, propriety, necessity, good faith, and minimum scope, and must provide notice, establish an appropriate legal basis for processing, and protect information security in accordance with its privacy rules.

**法律依据：**[《中华人民共和国民法典》第一百四十三条、第一百六十一条至第一百六十三条、第四百六十九条、第四百九十六条至第四百九十八条、第五百六十二条](https://tjca.miit.gov.cn/zwgk/zcwj/flfg/art/2020/art_20cf1a2e1b854924b5caa744c8045d1f.html)；[《中华人民共和国消费者权益保护法》第二十六条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)；[《中华人民共和国消费者权益保护法实施条例》第十二条、第四十四条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/bgt/art/2024/art_0aea188276a44f0baf940ab95ee00e0a.html)；[《中华人民共和国电子商务法》第二十三条、第三十一条、第五十条、第五十九条至第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国个人信息保护法》第五条至第九条、第十三条至第十七条、第十九条、第二十一条、第二十三条](https://www.cac.gov.cn/2021-08/20/c_1631050028355286.htm)；[《网络交易监督管理办法》第十三条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2025/art_4b47c79b8d994a42bba4835997688faa.html)；[《网络交易平台规则监督管理办法》第八条、第十九条至第二十一条、第三十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 143, 161 to 163, 469, 496 to 498, and 562 of the *Civil Code of the People’s Republic of China*; Article 26 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*; Articles 12 and 44 of the *Regulations for the Implementation of the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*; Articles 23, 31, 50, and 59 to 63 of the *E-Commerce Law of the People’s Republic of China*; Articles 5 to 9, 13 to 17, 19, 21, and 23 of the *Personal Information Protection Law of the People’s Republic of China*; Article 13 of the *Measures for the Supervision and Administration of Online Transactions*; and Articles 8, 19 to 21, and 30 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

## 八、争议处理与证据规则

## VIII. Dispute Resolution and Evidence Rules

### 8.1 游戏内经济损失的举证与认定

### 8.1 Evidence and Assessment of In-Game Economic Loss

主张游戏内经济损失的一方应当在发现损失后及时停止可能导致损失扩大的相关操作，并通过平台申诉入口提交能够初步证明其主张的材料。相关材料可以包括：协商卡和订单快照；与订单直接相关的平台内聊天记录；服务开始前和结束后的游戏资产、仓库、结算或账户页面截图、录屏；能够识别时间、角色、区服和具体对局的游戏记录；游戏运营方发出的回收、处罚、回档或异常通知；合法取得相关游戏权益的充值、兑换或官方交易记录；以及能够证明服务方操作、损失结果和因果关系的其他合法证据。证据含有与争议无关的个人信息、账号凭证或第三方信息的，提交方应当在不妨碍核验的前提下作必要遮蔽。

A party claiming In-Game Economic Loss must promptly stop any relevant action that may expand the loss after discovering it and submit materials through the Platform appeal channel sufficient to make a prima facie showing. Relevant materials may include: the Negotiated Card and order snapshot; on-Platform chat records directly related to the order; screenshots or screen recordings of in-game assets, inventory, settlement, or account pages before and after the service; game records identifying the time, character, server or region, and specific match; clawback, penalty, rollback, or anomaly notices issued by the game operator; recharge, redemption, or official transaction records showing lawful acquisition of the relevant in-game interest; and other lawfully obtained evidence capable of showing the provider’s conduct, the resulting loss, and causation. If evidence contains personal information, account credentials, or third-party information unrelated to the dispute, the submitting party must make necessary redactions to the extent they do not prevent verification.

平台应当结合证据的真实性、合法性、关联性和相互印证情况，审查损失是否实际发生、相关权益是否合法取得、损失是否由订单履行行为导致、双方是否违反约定、损失是否可以合理预见以及是否存在共同过错或损失扩大。对由一方控制且该方无正当理由拒绝提交的关键记录，平台可以在已公示且公平的举证规则范围内，结合其他证据作出对该方不利的平台内事实判断；平台不得仅因买家无法取得由服务方、平台或游戏运营方单独控制的证据，即不合理地驳回其全部主张。

The Platform shall assess the authenticity, legality, relevance, and corroborative value of the evidence and examine whether the loss actually occurred, whether the relevant interest was lawfully obtained, whether the loss was caused by performance of the order, whether either party breached the agreement, whether the loss was reasonably foreseeable, and whether there was contributory fault or avoidable expansion of the loss. If a party controls a key record and refuses to submit it without justification, the Platform may, within published and fair evidence rules and in light of the other evidence, make an adverse internal factual finding against that party. The Platform may not unreasonably reject the buyer’s entire claim merely because the buyer cannot obtain evidence exclusively controlled by the service provider, the Platform, or the game operator.

游戏内经济损失能够直接恢复原状或者由游戏运营方恢复的，原则上优先以实际恢复结果为准。确需折算为金钱补偿的，应当优先参考损失发生前能够核验的官方充值、官方兑换或官方定价记录，并综合取得成本、剩余效用、可恢复性和双方约定确定合理金额；不得采用违反法律法规、游戏运营方规则或平台规则的黑市价格、私下交易报价或不明来源汇率作为唯一估值依据。保底单未达到约定指标形成的“目标差额”，应当首先按照协商卡约定的补充履行、退款或补偿公式处理；目标差额本身不当然等于买家已经实际发生的游戏内经济损失。

Where In-Game Economic Loss can be directly restored or is restored by the game operator, the actual restoration result will generally control. If monetary conversion is necessary, the amount should be determined primarily by reference to verifiable official recharge, official exchange, or official pricing records existing before the loss, together with acquisition cost, remaining utility, recoverability, and the parties’ agreement. A black-market price, private transaction quote, or exchange rate of unknown origin that violates law, the game operator’s rules, or Platform rules may not serve as the sole valuation basis. A “target shortfall” resulting from failure to meet a Guaranteed-Outcome Order must first be handled under the supplementary-performance, refund, or compensation formula stated in the Negotiated Card; the target shortfall itself is not automatically equivalent to In-Game Economic Loss actually suffered by the buyer.

平台作出的处理结论仅用于执行平台规则、管理相关订单和协助双方解决争议，不是对民事责任作出的终局司法或仲裁裁判。除法律法规强制要求的平台申诉纠错以及本规则第 8.2 条规定的新事项外，平台对已经作出的平台内实体裁决不设置常规二次复核，同一当事人不得仅以不接受裁决结果为由，要求平台依据相同事实和相同证据再次审理。任何一方仍对民事责任或者平台内裁决结果有异议的，可以依法向有管辖权的人民法院提起诉讼；存在有效仲裁协议的，可以依法申请仲裁。依法协商、请求消费者组织或者其他调解组织调解、向有关行政部门投诉等法定途径不受本规则限制。平台应当依法提供其保存的原始合同和交易记录。

A Platform determination is used only to apply Platform rules, administer the relevant order, and assist the parties in resolving the dispute; it is not a final judicial or arbitral determination of civil liability. Except for legally mandatory Platform appeal or correction procedures and a new matter described in Section 8.2, the Platform does not provide a routine second-level merits review of a Platform-internal adjudication already made. A party may not demand that the Platform rehear the matter on the same facts and evidence merely because that party disagrees with the outcome. A party that continues to dispute civil liability or the Platform-internal outcome may bring an action before a people’s court having jurisdiction or, if a valid arbitration agreement exists, apply for arbitration in accordance with law. Statutory avenues such as negotiation, mediation by a consumer organization or another mediation organization, and an administrative complaint are not restricted by these Rules. The Platform shall provide the original contract and transaction records in its possession as required by law.

**法律依据：**[《中华人民共和国民法典》第一百二十七条、第五百八十四条、第五百九十一条、第五百九十二条](https://tjca.miit.gov.cn/zwgk/zcwj/flfg/art/2020/art_20cf1a2e1b854924b5caa744c8045d1f.html)；[《中华人民共和国电子商务法》第六十条至第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《最高人民法院关于民事诉讼证据的若干规定》第十四条、第十五条、第九十条、第九十三条、第九十四条](https://www.court.gov.cn/zixun/xiangqing/212721.html)；[《网络交易平台规则监督管理办法》第十九条至第二十一条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Article 127 and Articles 584, 591, and 592 of the *Civil Code of the People’s Republic of China*; Articles 60 to 63 of the *E-Commerce Law of the People’s Republic of China*; Articles 14, 15, 90, 93, and 94 of the *Provisions of the Supreme People’s Court on Evidence in Civil Proceedings*; and Articles 19 to 21 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 8.2 结案后的新事项、重复请求与法定纠错

### 8.2 New Matters, Duplicate Claims, and Legally Required Corrections After Case Closure

平台内裁决或者退款结案确认生效后，平台不设置针对同一实体争议的常规二次复核程序。再次提交的请求与已经裁决或者明确结清的事项属于同一订单、同一事实、同一损失、同一救济项目且依据相同证据，申请人只是对结果不满意而未提出新事项或者法定纠错事由的，平台可以不再进行实体审理，将其与原案件合并归档或者作出不予重复支持的处理，并向申请人说明原处理结果、结案依据以及向人民法院起诉等外部救济途径。

After a Platform-internal adjudication or Refund and Case-Closure Confirmation takes effect, the Platform does not provide a routine second-level review of the same merits dispute. If a repeated request concerns the same order, facts, loss, and relief as a matter already adjudicated or expressly settled; relies on the same evidence; and reflects only dissatisfaction with the outcome without presenting a new matter or statutory correction ground, the Platform may decline to rehear the merits, merge and archive the request with the original case, or decline duplicate relief. The Platform shall explain the original outcome, basis for closure, and external remedies such as bringing an action before a people’s court.

结案后出现新发生的损失、新取得且此前无法合理提交的关键证据、退款未按约完成、结案确认范围不清，或者和解可能存在欺诈、胁迫、重大误解、显失公平等情形的，相关方可以将其作为新的争议事项提交，平台应当判断该事项是否确属新事项，而不是当然重新审理原裁决。裁决记录存在身份错认、金额录入错误、重复扣款、系统状态与已生效处理结果明显不一致等可核验错误的，平台可以依职权或者根据用户申请予以纠正。新事项受理和明显错误纠正均不构成平台设立常规二次实体复核层级。

If, after closure, there is a newly occurring loss, newly obtained key evidence that could not reasonably have been submitted earlier, failure to complete the agreed refund, an unclear scope of closure, or a possible defect in the settlement such as fraud, duress, material mistake, or manifest unfairness, the relevant party may submit it as a new dispute matter. The Platform shall determine whether it is genuinely new rather than automatically rehearing the original adjudication. The Platform may, on its own initiative or upon a user’s request, correct a verifiable error such as mistaken identity, an incorrectly entered amount, a duplicate charge, or a system status plainly inconsistent with an effective determination. Acceptance of a new matter or correction of a manifest error does not create a routine second-level merits review.

平台依据平台规则对用户采取封禁账号、限制功能、暂停服务等对其权益有负面影响的管理措施时，仍应当依照法律法规提供申诉和纠错渠道，及时、客观、公正处理申诉；该法定申诉针对相关管理措施及其依据，不表示任何用户可以无限次要求重新审理已经裁决的交易实体争议。平台不得仅因买家在结案后再次联系平台、对退款金额有异议、依法使用法定申诉纠错渠道或者提交可以合理解释的新证据，即认定其存在恶意。认定申请人滥用机制，应当有证据证明其明知同一请求已经明确结清和履行，仍故意隐瞒结案事实、虚构新的损失、重复主张已经获得的同一款项、提交伪造或经实质修改的材料，或者使用大量重复申请妨碍平台正常处理。平台应当给予申请人说明机会，不得仅依赖自动化标签作出封号等重大处理。

If the Platform imposes an account ban, functional restriction, service suspension, or another management measure adversely affecting a user’s rights under the Platform rules, it must continue to provide an appeal and correction channel as required by law and handle the appeal promptly, objectively, and fairly. That legally required appeal concerns the management measure and its basis; it does not permit unlimited demands to rehear the merits of an already adjudicated transaction dispute. The Platform may not determine that a buyer acted maliciously merely because the buyer contacts the Platform after closure, disputes the refund amount, lawfully uses a mandatory appeal or correction channel, or submits new evidence for which a reasonable explanation exists. A finding of abuse requires evidence that the applicant knowingly concealed an express and performed settlement of the same claim, fabricated a new loss, repeatedly sought an amount already recovered, submitted forged or materially altered materials, or used a volume of duplicate submissions to interfere with normal Platform handling. The applicant must be given an opportunity to explain, and the Platform may not rely solely on an automated label when imposing a material action such as an account ban.

**法律依据：**[《中华人民共和国民法典》第七条、第一百三十二条、第一百四十二条、第一百四十七条至第一百五十一条](https://tjca.miit.gov.cn/zwgk/zcwj/flfg/art/2020/art_20cf1a2e1b854924b5caa744c8045d1f.html)；[《中华人民共和国电子商务法》第五十九条至第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第十九条至第二十一条、第三十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 7, 132, 142, and 147 to 151 of the *Civil Code of the People’s Republic of China*; Articles 59 to 63 of the *E-Commerce Law of the People’s Republic of China*; and Articles 19 to 21 and 30 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 8.3 客服（超级管理员）的平台内裁决权

### 8.3 Platform-Internal Adjudicative Authority of Customer Support (Super Administrator)

本规则所称“客服裁决”“平台裁决”或者“平台内裁决”，是指由平台运营主体依法授权、以可核验的超级管理员账号履行交易争议处理职责的客服人员，依照本规则作出的平台内部争议处理决定。在本平台的权限体系中，承担裁决职责的客服使用超级管理员权限；“超级管理员”仅是系统技术权限标识，不是司法、行政或者法定仲裁身份，客服履行职务作出的平台内裁决及其法律后果归属于平台运营主体。未取得超级管理员权限的普通客服、外包人员、服务方或者其他用户没有平台内裁决权，不得以平台裁决人的名义作出处理决定。超级管理员作出裁决时，平台应当在案件记录中保存其可核验的身份标识、处理时间和操作记录。

“Customer-support adjudication,” “Platform adjudication,” and “Platform-internal adjudication” under these Rules mean an internal dispute determination made under these Rules by a customer-support representative who has been duly authorized by the Platform operator to perform transaction-dispute duties through a verifiable Super Administrator account. Within the Platform’s permission system, customer support entrusted with adjudicative duties uses Super Administrator authority. “Super Administrator” is only a technical system-permission designation and is not a judicial, administrative, or statutory arbitral status; any Platform-internal adjudication made in the course of those duties, and its legal consequences, are attributable to the Platform operator. Ordinary support personnel, outsourced personnel, service providers, and other users without Super Administrator authority have no Platform-internal adjudicative authority and may not issue a determination in the name of a Platform adjudicator. When a Super Administrator makes a determination, the Platform must preserve a verifiable identity marker, handling time, and operation record in the case file.

超级管理员的平台内裁决权，来源于依法公示并在用户依法完成同意后纳入平台服务合同的本规则及相关平台服务协议，也是平台依照本规则建立自愿、公平、公正的在线争议解决机制的组成部分。对于买家已经发起的退款申请、服务方拒绝或者逾期未处理的退款申请、双方无法协商一致的履约争议、结案后依法受理的新事项、明显错误纠正申请、法律强制要求处理的申诉以及本规则规定的其他争议，超级管理员有权在本规则、相关协议和法律允许的范围内受理并作出平台内裁决或者相应处理。任何一方不得以“客服只能沟通、没有决定权”为由拒绝参加平台内程序或者否认已生效裁决在平台订单管理范围内的效力。

The Super Administrator’s Platform-internal adjudicative authority derives from these Rules and the relevant Platform service agreements after they have been lawfully published and incorporated into the Platform service contract upon the user’s legally effective consent. It also forms part of the voluntary, fair, and impartial online dispute-resolution mechanism established by the Platform under these Rules. The Super Administrator may accept and internally adjudicate or otherwise handle, within the scope permitted by these Rules, the relevant agreements, and law, a refund request already initiated by the buyer, a refund request rejected or left unanswered by the provider after the deadline, a performance dispute the parties cannot resolve by agreement, a qualifying new matter after closure, a manifest-error correction request, a legally mandatory appeal, or another dispute specified in these Rules. No party may refuse to participate in the Platform process or deny the effect of an effective adjudication within Platform order administration merely by asserting that “customer support may only communicate and has no decision-making authority.”

超级管理员可以调取平台依法保存的协商卡、订单快照、支付和退款记录、站内沟通、履行记录、争议材料与系统日志，要求双方在合理期限内说明情况或者补充证据，并结合双方约定和本规则作出平台内事实认定。在权限和系统支持范围内，超级管理员可以作出支持退款、驳回退款、要求补充履行、确认服务方应当向买家承担退款或损失补偿、暂停或恢复争议订单结算、释放或退回相关订单资金以及采取本规则规定的账号或服务管理措施等决定。涉及从服务方待结算款、保证金或者其他可处分款项执行退款、赔偿或约定补偿的，应当同时符合本规则第 9.1 条规定的事先授权、公平程序和必要范围；除法律规定、平台明确承诺或者本规则第 5.3 条专项平台赔付计划被独立触发外，超级管理员无权以平台自有资金代替服务方承担赔偿。

The Super Administrator may retrieve Negotiated Cards, order snapshots, payment and refund records, on-Platform communications, performance records, dispute materials, and system logs lawfully preserved by the Platform; require either party to explain the circumstances or supplement evidence within a reasonable period; and make internal factual findings in light of the parties’ agreement and these Rules. Within the scope of the Super Administrator’s authority and available system functions, the Super Administrator may grant or reject a refund, require supplementary performance, determine that the provider owes the buyer a refund or loss compensation, hold or resume settlement of the disputed order, release or return funds associated with that order, or impose an account or service-management measure provided by these Rules. Any execution of a refund, damages payment, or agreed compensation from the provider’s unsettled proceeds, security deposit, or other disposable funds must also satisfy the advance-authorization, fair-procedure, and necessity requirements in Section 9.1. Unless required by law, expressly promised by the Platform, or independently triggered under the special Platform compensation plan in Section 5.3, the Super Administrator has no authority to substitute the Platform’s own funds for compensation owed by the provider.

超级管理员作出裁决时，应当遵循公开、公平、公正、诚信和比例原则，对与裁决结果有重大影响的事实和证据进行人工审查，给予双方合理的陈述、说明和补充材料机会，并在处理结果中记载主要事实、证据判断、适用的协商卡条款或规则条款、处理结论、向人民法院起诉等外部救济说明，以及对负面管理措施依法必须提供的申诉纠错入口。超级管理员与案件一方存在直接利害关系或者其他可能影响公正处理的情形时，应当回避并由其他有权限人员重新处理。为防止特定订单的待结算款进入后续结算流程、损失扩大或者证据灭失而需要先行采取临时措施的，可以先采取与风险相称的必要措施，但应当及时告知理由，并对该临时管理措施提供法律要求的申诉渠道。

When making an adjudication, the Super Administrator must observe the principles of openness, fairness, impartiality, good faith, and proportionality; conduct a human examination of facts and evidence materially affecting the outcome; give each party a reasonable opportunity to make statements, provide explanations, and supplement materials; and record in the outcome the principal facts, evidentiary assessment, applicable Negotiated-Card or Rules provisions, determination, external remedies such as an action before a people’s court, and any appeal or correction entry legally required for an adverse management measure. A Super Administrator who has a direct interest in a party or another circumstance capable of affecting impartial handling must recuse and the matter must be reassigned to another authorized person. If an interim measure is necessary to prevent a Pending Settlement Amount for a specific order from entering further settlement processing, prevent expansion of loss, or preserve evidence, a measure proportionate to the risk may be taken first, but the reasons must be communicated promptly and the appeal channel required by law must be provided for that interim management measure.

自争议被系统转入超级管理员处理队列，或者超级管理员在此之前主动接管争议之时起，以较早发生者为准，超级管理员应当在一个自然小时内完成首次实质处理：平台当时掌握的材料足以判断的，应当作出平台内裁决并发送可查询的站内结果通知；现有材料不足的，应当一次性列明当时能够合理确定的补充材料及提交期限。一个小时是平台内裁决的首次实质处理时限，不是退款资金实际到账、游戏运营方恢复资产或者服务方完成补偿的时限。需要补充材料的，自补充材料通知发出之时起暂停计算裁决时限，在材料全部提交或者补充期限届满时恢复计算。因支付机构处理、游戏运营方核验、系统故障、重大复杂事实或者其他平台无法合理控制的客观原因确需延长的，超级管理员应当在原时限届满前说明原因、已经采取的措施和预计完成时间；延期不得作为无正当理由拖延处理的常规方式。

Starting when the system transfers a dispute into the Super Administrator’s handling queue or, if earlier, when the Super Administrator proactively accepts the dispute, the Super Administrator must complete an initial substantive action within one consecutive hour. If the materials then available to the Platform are sufficient, the Super Administrator must make a Platform-internal adjudication and issue a retrievable on-Platform outcome notice. If the materials are insufficient, the Super Administrator must issue a single consolidated notice listing the supplemental materials then reasonably identifiable and the submission deadline. The one-hour period is the deadline for the initial substantive adjudicative action; it is not a deadline for refunded funds to arrive, the game operator to restore assets, or the provider to complete compensation. Where supplemental materials are required, the adjudication period is suspended when the supplemental-material notice is issued and resumes when all requested materials have been submitted or the submission deadline expires. If an extension is objectively necessary because of payment-institution processing, game-operator verification, a system fault, materially complex facts, or another circumstance not reasonably controllable by the Platform, the Super Administrator must state, before the original period expires, the reason, measures already taken, and expected completion time. An extension may not be used routinely to delay handling without justification.

买家、服务方或者其他被要求补充材料的一方，应当自补充材料通知在其站内账号可以查询之时起十二个自然小时内，通过平台指定入口提交完整材料或者说明客观上无法提交的具体原因。平台分别向不同当事人发出通知的，各方期限分别起算。超级管理员原则上应当一次性列明当时能够合理确定的全部必要材料，不得通过反复、零散要求补充与争议无关的材料变相延长处理期限；因后续出现新事实或者新证据而确需再次补充的，应当说明新增要求与案件的关联性。

A buyer, provider, or other party required to supplement materials must, within twelve consecutive hours after the supplemental-material notice becomes retrievable through that party’s on-Platform account, submit the complete materials through the entry designated by the Platform or explain the specific objective reason why submission is impossible. If notices are issued to different parties at different times, each party’s deadline runs separately. The Super Administrator shall generally list in one consolidated notice all necessary materials reasonably identifiable at that time and may not extend handling indirectly through repeated or piecemeal requests for materials unrelated to the dispute. If a further supplement becomes necessary because a new fact or new evidence later emerges, the Super Administrator must explain the relevance of the additional request to the case.

十二小时届满时，相关方未提交材料且未说明正当理由的，暂停的一个小时裁决时限恢复计算，超级管理员可以依据已经掌握的材料作出平台内裁决。逾期未提交本身不当然视为承认对方全部陈述或者自动判定该方败诉；但是，对由该方控制、与争议有重要关联且其无正当理由拒绝提交的材料，超级管理员可以结合其他证据作出对其不利的平台内事实判断。材料在裁决作出前迟延提交且不致不合理拖延处理的，超级管理员可以纳入审查；裁决作出后才提交的，按照本规则第 8.2 条判断其属于新事项、明显错误纠正材料还是不予重复审理的相同材料，不因迟延提交而当然启动二次实体复核。因经平台核实的系统故障或者其他不可归责于提交方的客观障碍无法按时提交的，提交方应当在期限届满前尽可能报障或者申请顺延，平台应当根据实际受影响时间给予合理延长。

When the twelve-hour period expires without submission or an explanation establishing good cause, the suspended one-hour adjudication period resumes and the Super Administrator may make a Platform-internal adjudication on the materials already available. Failure to submit by the deadline does not by itself constitute an admission of all statements made by the opposing party or automatically determine the non-submitting party against its interests. However, if material evidence is controlled by that party, is materially relevant to the dispute, and is withheld without justification, the Super Administrator may make an adverse internal factual finding in light of the other evidence. Materials submitted late but before adjudication may be reviewed if doing so will not cause unreasonable delay. Materials first submitted after adjudication will be classified under Section 8.2 as a new matter, manifest-error correction material, or the same material not subject to repeat adjudication; late submission does not automatically initiate a second-level merits review. If a verified Platform system fault or another objective obstacle not attributable to the submitting party prevents timely submission, the party should, where possible, report the fault or request an extension before the deadline, and the Platform shall grant a reasonable extension corresponding to the period actually affected.

平台内裁决自按照平台规则记入案件或订单记录并向相关用户发送可查询通知时，在平台订单管理范围内发生效力，平台可以据此变更订单、退款、结算和账号管理状态。平台内交易实体争议实行一级处理，除本规则第 8.2 条规定的新事项、明显错误纠正和法律强制要求处理的申诉外，不设置常规二次实体复核；当事人不接受裁决结果的，应当依法向有管辖权的人民法院提起诉讼，存在有效仲裁协议的可以依法申请仲裁。为避免歧义，本规则中的“裁决”仅指平台内部争议处理决定，不是《中华人民共和国仲裁法》意义上的仲裁裁决，也不是行政机关的行政裁决或者人民法院的司法裁判，不具有国家强制执行力或者一裁终局效力，也不排除消费者组织调解、行政投诉、依法仲裁或者诉讼。平台内裁决错误的，平台应当及时纠正并恢复受影响的相应权益；平台内裁决本身不使平台成为具体游戏服务的提供者或者服务方债务的当然代偿人。

A Platform-internal adjudication takes effect within Platform order administration when it is entered into the case or order record under the Platform rules and a retrievable notice is sent to the relevant user. The Platform may use it to update order, refund, settlement, and account-management status. Platform transaction merits disputes are handled at a single internal level. Except for a new matter or manifest-error correction under Section 8.2 or an appeal that the Platform is legally required to process, there is no routine second-level merits review. A party that does not accept the outcome should bring an action before a people’s court having jurisdiction or, if a valid arbitration agreement exists, apply for arbitration in accordance with law. For the avoidance of doubt, “adjudication” under these Rules means only an internal Platform dispute determination. It is not an arbitral award under the *Arbitration Law of the People’s Republic of China*, an administrative adjudication by a government authority, or a judicial judgment; it has neither the compulsory enforceability of state authority nor final-and-binding arbitral effect, and it does not exclude mediation by a consumer organization, an administrative complaint, lawful arbitration, or litigation. If a Platform-internal adjudication is erroneous, the Platform must promptly correct it and restore the corresponding affected rights. The adjudication itself does not make the Platform the provider of the underlying gaming service or the automatic payer of a provider’s debt.

**法律依据：**[《中华人民共和国民法典》第一百七十条、第四百六十五条、第四百九十六条至第四百九十八条、第五百零六条至第五百零九条](https://tjca.miit.gov.cn/zwgk/zcwj/flfg/art/2020/art_20cf1a2e1b854924b5caa744c8045d1f.html)；[《中华人民共和国消费者权益保护法》第二十六条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)；[《中华人民共和国电子商务法》第三十二条至第三十四条、第五十九条至第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第四条、第五条、第七条至第二十二条、第二十七条、第三十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)；[《中华人民共和国仲裁法》第四条、第六条、第十条、第十三条至第十五条、第二十七条、第八十九条](https://policy.mofcom.gov.cn/claw/clawContent.shtml?id=103718)。  
**Legal basis:** Articles 170, 465, 496 to 498, and 506 to 509 of the *Civil Code of the People’s Republic of China*; Article 26 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*; Articles 32 to 34 and 59 to 63 of the *E-Commerce Law of the People’s Republic of China*; Articles 4, 5, 7 to 22, 27, and 30 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*; and Articles 4, 6, 10, 13 to 15, 27, and 89 of the *Arbitration Law of the People’s Republic of China*.

## 九、禁止行为与违规处理

## IX. Prohibited Conduct and Enforcement Measures

### 9.1 协商卡填写违规与分级处理

### 9.1 Negotiated-Card Violations and Graduated Enforcement

服务方有下列情形之一的，平台可以认定其违反协商卡填写和诚信经营要求：（1）经提醒后仍反复遗漏本规则要求的重要信息；（2）使用“保底”“必出”“不出不结”等结果性宣传，却拒绝写明指标、基线、验收方法或未达标责任；（3）故意隐瞒主要风险、额外费用、允许消耗、退款限制或其他可能影响买家决定的重要条件；（4）发送明显不完整或相互矛盾的协商卡并催促、诱导买家立即确认；（5）订单生成后单方增加条件、缩减服务或者将未经买家确认的聊天内容声称为订单条款；（6）在争议处理中伪造、篡改、隐匿协商卡、履行记录或其他关键证据；或者（7）以协商卡未写清为手段逃避退款、赔偿或平台审查。

The Platform may determine that a service provider has violated Negotiated-Card completion and good-faith operation requirements if the provider: (1) repeatedly omits information required by these Rules after receiving a reminder; (2) uses outcome-based claims such as “guaranteed,” “certain drop,” or “no result, no settlement” while refusing to state the metric, baseline, acceptance method, or responsibility for non-achievement; (3) intentionally conceals principal risks, additional charges, permitted consumption, refund restrictions, or another material condition capable of affecting the buyer’s decision; (4) sends a clearly incomplete or internally inconsistent card and pressures or induces the buyer to confirm it immediately; (5) unilaterally adds conditions or reduces the service after the order is generated, or presents unconfirmed chat content as an order term; (6) fabricates, alters, or conceals a Negotiated Card, performance record, or other key evidence during a dispute; or (7) uses an unclear card as a means of avoiding a refund, damages, or Platform review.

平台应当根据行为的主观过错、遗漏内容的重要程度、是否已生成订单、是否造成误解或损失、影响订单数量、历史违规次数、补正及时性和争议处理配合程度，采取与风险和后果相称的分级措施。对首次、轻微且在订单生成前已经完整补正的，一般采取提醒或教育，不作处罚；对一般过失或者已经影响具体订单的，可以采取书面警告、责令限期整改、要求补充学习或重新考核、退回或下架相关服务方案、限制发送协商卡或限制接单等措施；对重复违规、故意误导、造成较大损失、伪造证据或者拒不整改的，可以进一步采取下架服务方相关或全部广告、暂停相关订单结算、限制账号功能、暂停服务、临时或永久封禁账号、终止平台服务等措施；涉嫌违法犯罪的，平台可以保存证据并依法向有关主管机关报告或者配合调查。

The Platform shall select graduated measures proportionate to the risk and consequences, taking into account subjective fault, the materiality of the omission, whether an order was generated, whether misunderstanding or loss occurred, the number of affected orders, prior violations, timeliness of correction, and cooperation in dispute handling. A first, minor omission fully corrected before an order is generated will generally result only in a reminder or education, without a penalty. General negligence or conduct that has already affected a specific order may result in a written warning, an order to correct within a specified period, required additional training or re-examination, rejection or removal of the relevant service offer, restriction on sending Negotiated Cards, or restriction on accepting orders. Repeated violations, intentional deception, material loss, fabricated evidence, or refusal to correct may result in removal of some or all of the provider’s advertisements, suspension of settlement for relevant orders, restriction of account functions, suspension of service, temporary or permanent account banning, or termination of Platform services. If unlawful or criminal conduct is suspected, the Platform may preserve evidence and report the matter to or cooperate with the competent authority in accordance with law.

暂停结算应当限于处理争议、控制退款或赔偿风险所必要的订单和合理范围，不得无正当理由冻结与该事件无关的全部款项。平台只有在事先公示的规则和与服务方合法有效的协议已明确授权，并且已经设置公平的认定、通知和申诉程序时，才可以从争议订单待结算款、服务方保证金或其他依法可处分款项中执行应当向买家支付的退款、损失赔偿或约定补偿。因订单未履行而退还买家支付的价款、赔偿买家实际损失，或者扣回服务方无权取得的交易收入，属于订单纠纷处理，不是平台向服务方收取的罚款，也不得转化为平台收入。

A settlement hold must be limited to the orders and reasonable scope necessary to handle the dispute and control refund or compensation risk; the Platform may not freeze all funds unrelated to the event without justification. The Platform may implement a refund, damages payment, or agreed compensation payable to the buyer from unsettled proceeds of the disputed order, a provider security deposit, or other lawfully disposable funds only where published rules and a legally valid agreement with the provider clearly authorize that action in advance and establish fair determination, notice, and appeal procedures. Returning an amount paid by the buyer for unperformed service, compensating the buyer for actual loss, or recovering transaction income to which the provider was not entitled is part of resolving the order dispute; it is not a fine collected by the Platform and may not be converted into Platform revenue.

平台不是具有行政处罚权的行政机关或者法律、法规授权组织，不对服务方实施行政罚款，也不得以“罚款”“违约金”“管理费”或其他名义，仅因协商卡未写清而收取归平台所有的金钱处罚。对此类违规，平台采取提醒整改、重新考核、下架广告、限制发卡或接单、限制账号功能、暂停服务、临时或永久封禁账号、终止平台服务等非金钱管理措施。服务方依法或依约向买家承担的退款、赔偿或补偿，不属于归平台所有的金钱处罚。

The Platform is neither an administrative authority empowered to impose administrative penalties nor an organization authorized by law or regulation to do so. It does not impose administrative fines on providers and may not collect a monetary penalty for its own account merely because a Negotiated Card was unclear, whether labeled a “fine,” “liquidated damages,” “management fee,” or otherwise. For such a violation, the Platform uses non-monetary management measures such as a correction reminder, re-examination, advertisement removal, restriction on sending cards or accepting orders, restriction of account functions, suspension of service, temporary or permanent account banning, or termination of Platform services. A refund, damages, or compensation owed by the provider to the buyer under law or contract is not a monetary penalty retained by the Platform.

平台采取警告、限制接单、下架、暂停结算、暂停服务或终止服务等对服务方权益有负面影响的措施前，应当依法向服务方告知所依据的事实、理由和规则；紧急控制财产损失或证据灭失风险而先行采取临时措施的，应当在采取后及时告知。平台应当提供便捷的申诉渠道，及时复核并告知结果；服务方要求人工判定的，不得仅以自动化系统结果代替人工复核。平台处理错误的，应当及时纠正并恢复相应权益。平台内处理不影响服务方或者买家依法通过调解、投诉、仲裁或诉讼解决争议。

Before issuing a warning or taking another measure that adversely affects a provider’s rights—including restricting order acceptance, removing an offer, holding settlement, suspending service, or terminating service—the Platform must inform the provider of the facts, reasons, and rules relied upon as required by law. If an interim measure must be taken first to control an urgent risk of property loss or evidence destruction, notice must be provided promptly afterward. The Platform must provide a convenient appeal channel, conduct a timely review, and communicate the outcome. If the provider requests a human determination, the Platform may not substitute an automated-system result for human review. If the Platform’s action was erroneous, it must promptly correct the action and restore the affected rights. An internal Platform determination does not affect either party’s right to pursue mediation, an administrative complaint, arbitration, or litigation in accordance with law.

**法律依据：**[《中华人民共和国行政处罚法》第九条、第十七条、第十九条](https://www.npc.gov.cn/npc/c2/c30834/202101/t20210122_309857.html)；[《中华人民共和国民法典》第五百零九条、第五百七十七条、第五百八十二条至第五百八十四条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第三十二条、第三十五条、第三十六条、第五十八条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第五条、第六条、第八条、第十八条至第二十一条、第二十七条至第二十九条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 9, 17, and 19 of the *Administrative Penalty Law of the People’s Republic of China*; Articles 509, 577, and 582 to 584 of the *Civil Code of the People’s Republic of China*; Articles 32, 35, 36, and 58 of the *E-Commerce Law of the People’s Republic of China*; and Articles 5, 6, 8, 18 to 21, and 27 to 29 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 9.2 虚假材料、重复索赔与申诉机制滥用

### 9.2 False Materials, Duplicate Recovery, and Abuse of the Appeal Mechanism

任何用户不得在退款、售后或争议处理中实施下列行为：（1）伪造、篡改、拼接或者故意截去关键上下文后提交聊天记录、截图、录屏、游戏结算或退款凭证；（2）故意隐瞒已经达成并履行的退款结案确认；（3）就同一损失重复领取或者试图重复领取退款、赔偿或专项赔付；（4）虚构尚未发生的损失、夸大金额或者冒用他人订单和材料；（5）在已经获得一次人工复核且没有新事实或证据的情况下，以批量、连续重复提交方式干扰正常处理；或者（6）以威胁、侮辱、骚扰等方式强迫平台或交易相对方支付没有事实和规则依据的款项。

No user may, in a refund, after-sales, or dispute process: (1) forge, alter, splice, or deliberately omit material context from chat records, screenshots, screen recordings, game settlement records, or refund evidence; (2) intentionally conceal a Refund and Case-Closure Confirmation that has been agreed and performed; (3) receive or attempt to receive duplicate refunds, damages, or special compensation for the same loss; (4) fabricate a loss that has not occurred, inflate an amount, or use another person’s order or materials; (5) interfere with normal handling by making bulk or continuously repetitive submissions after a human review has already been completed and without any new fact or evidence; or (6) use threats, insults, or harassment to compel the Platform or counterparty to pay an amount having no factual or rules-based basis.

平台经人工复核并给予用户说明机会后，确认存在前款行为的，可以根据情节采取合并或关闭重复工单、警告、限制相关订单的重复提交频率、限制部分账号功能、暂停服务、临时或永久封禁账号、终止平台服务等非金钱措施；涉嫌违法犯罪的，可以依法保存材料并向有关主管机关报告或者配合调查。平台不得以罚款、违约金、管理费或其他名义收取归平台所有的金钱处罚，也不得因用户行使正常申诉、投诉、仲裁或诉讼权利而实施报复性处理。

If, after human review and an opportunity for the user to explain, the Platform confirms conduct described above, it may, according to severity, merge or close duplicate tickets, issue a warning, limit repetitive submissions relating to the same order, restrict certain account functions, suspend services, temporarily or permanently ban the account, or terminate Platform services. If unlawful or criminal conduct is suspected, the Platform may preserve materials and report the matter to or cooperate with the competent authority in accordance with law. The Platform may not collect a monetary penalty for its own account under the label of a fine, liquidated damages, management fee, or otherwise, and may not retaliate against a user for exercising a legitimate right to appeal, complain, arbitrate, or litigate.

服务方不得将买家提出真实损失、补充构成新事项的证据或者依法使用法定申诉纠错渠道一概称为“恶意索赔”，不得以拒绝退款、扣留应付款项、骚扰、公开个人信息或者其他方式迫使买家放弃合法请求。服务方伪造结案记录、诱导买家确认未充分展示的概括性放弃条款，或者对依法申诉、投诉、仲裁或诉讼的买家实施报复的，平台可以依照本规则对服务方采取相应处理。

A provider may not characterize every assertion of actual loss, submission of evidence constituting a new matter, or lawful use of a mandatory appeal or correction channel as a “malicious claim,” and may not compel a buyer to abandon a lawful claim by refusing a due refund, withholding an amount due, harassing the buyer, disclosing personal information, or using another improper method. If a provider fabricates a closure record, induces a buyer to confirm a generalized waiver that was not fully displayed, or retaliates against a buyer for a lawful appeal, complaint, arbitration, or litigation, the Platform may take corresponding action against the provider under these Rules.

**法律依据：**[《中华人民共和国民法典》第七条、第一百三十二条](https://tjca.miit.gov.cn/zwgk/zcwj/flfg/art/2020/art_20cf1a2e1b854924b5caa744c8045d1f.html)；[《中华人民共和国电子商务法》第五条、第五十九条、第六十三条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第十八条至第二十一条、第三十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 7 and 132 of the *Civil Code of the People’s Republic of China*; Articles 5, 59, and 63 of the *E-Commerce Law of the People’s Republic of China*; and Articles 18 to 21 and 30 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

## 十、风险提示与责任边界

## X. Risk Disclosures and Allocation of Responsibility

### 10.1 法律适用与诉讼管辖

### 10.1 Governing Law and Litigation Jurisdiction

本规则、平台服务协议以及用户与平台运营主体之间因平台服务、订单管理、支付与结算协助、退款处理、平台内裁决或者账号管理产生的民事关系，适用中华人民共和国大陆地区现行有效的法律法规，但依法应当适用其他法律的除外。

These Rules, the Platform service agreements, and the civil relationship between a user and the Platform operator arising from Platform services, order administration, payment and settlement assistance, refund handling, Platform-internal adjudication, or account administration are governed by the laws and regulations in force in Mainland China, except where another law must apply.

用户与平台运营主体同意，双方因本规则、平台服务协议、平台服务、订单管理、支付与结算协助、退款处理、平台内裁决或者账号管理产生或者与其有关的合同纠纷及其他财产权益纠纷，经协商不能解决而向人民法院提起诉讼的，由用户同意本版本规则时平台运营主体住所地有管辖权的人民法院管辖。平台运营主体当前登记住所位于河北省廊坊市三河市；用户在该住所登记期间同意本版本规则的，在本管辖约定依法有效且适用于具体争议时，应当向河北省三河市有管辖权的人民法院提起诉讼。该住所地属于平台运营主体的被告住所地，与用户和平台运营主体之间的相关争议具有法律规定的实际联系。平台运营主体此后变更住所的，原则上不改变用户同意本版本规则时已经确定的管辖地点，但双方另有合法有效的书面约定或者法律另有规定的除外。

The user and the Platform operator agree that any contractual or other property-rights dispute between them arising out of or relating to these Rules, a Platform service agreement, Platform services, order administration, payment and settlement assistance, refund handling, Platform-internal adjudication, or account administration that cannot be resolved through negotiation and is brought before a people’s court shall be subject to the jurisdiction of the competent people’s court at the Platform operator’s domicile when the user accepted this version of the Rules. The Platform operator is currently registered as domiciled in Sanhe City, Langfang City, Hebei Province. If the user accepts this version while that registered domicile remains in effect, an action must be brought before a competent people’s court in Sanhe City, Hebei Province, to the extent this jurisdiction agreement is legally valid and applies to the specific dispute. That location is the defendant Platform operator’s domicile and has the legally required actual connection with a dispute between the user and the Platform operator. A later change in the Platform operator’s domicile does not, in principle, change the place of jurisdiction fixed when the user accepted this version, unless the parties make another legally valid written agreement or the law provides otherwise.

买家与服务方就具体服务合同发生的直接争议，不因双方使用平台、在平台下单或者接受本规则而当然适用前款关于平台运营主体住所地的管辖约定。此类争议向人民法院提起诉讼的，按照民事诉讼法律规定确定管辖；买家与服务方针对其直接服务合同另行达成合法有效的书面管辖协议的，从其约定。双方另有合法有效的仲裁协议的，依法按照仲裁协议处理。买家或者服务方将对方列为被告，不表示平台当然成为该诉讼的当事人、共同服务提供者或者赔偿责任主体；是否追加平台以及平台是否承担责任，应当依据具体事实和法律规定确定。

A direct dispute between a buyer and a provider under the underlying service contract is not automatically subject to the preceding jurisdiction agreement concerning the Platform operator’s domicile merely because the parties use the Platform, place an order on the Platform, or accept these Rules. If such a dispute is brought before a people’s court, jurisdiction will be determined under the laws of civil procedure, unless the buyer and provider have separately made a legally valid written jurisdiction agreement for their direct service contract, in which case that agreement controls. A separate legally valid arbitration agreement will be handled in accordance with law. Naming the counterparty as a defendant does not automatically make the Platform a party to the action, a joint provider of the underlying service, or a party liable for damages. Whether the Platform is joined and whether it bears liability will be determined according to the specific facts and applicable law.

本管辖约定不得违反级别管辖、专属管辖、专门法院管辖、集中管辖或者其他法定强制管辖规定，也不得排除消费者依法投诉、请求调解或者采取其他法定救济的权利。法律法规、司法解释或者人民法院依法认定本约定无效、不适用或者具体争议应由其他人民法院管辖的，从其规定或者认定。最终管辖权由受诉人民法院依法审查确定，本规则不构成对任何人民法院必然受理案件的保证。

This jurisdiction agreement may not violate rules on hierarchical jurisdiction, exclusive jurisdiction, specialized-court jurisdiction, centralized jurisdiction, or any other mandatory statutory jurisdiction, and may not exclude a consumer’s lawful right to complain, seek mediation, or pursue another statutory remedy. If a law, regulation, judicial interpretation, or people’s court lawfully determines that this agreement is invalid, inapplicable, or that another people’s court has jurisdiction over the specific dispute, that rule or determination controls. Jurisdiction is ultimately examined and determined by the court before which the action is brought; these Rules do not guarantee that any particular court will accept a case.

本规则全文应当在平台官网以独立、稳定且可以直接访问的页面或者链接持续公示，并允许用户便利、完整地阅览、检索、保存和下载。公示页面应当载明规则名称、版本号、发布日期、生效日期和平台运营主体。平台应当按照第 3.4 条规定的四种触发情况，通过站内系统通知发送该笔交易当时适用规则全文的直接版本链接。平台后续修改本规则的，不得以新版本静默覆盖、隐藏或者替换历史订单适用的版本；订单快照应当记录适用版本号和链接，历史版本应当在法定保存期限内保持可以查询和下载。

The full text of these Rules must remain continuously published on the Platform’s official website through a separate, stable, and directly accessible page or link that allows users to conveniently review, search, save, and download the complete text. The publication page must identify the title, version number, publication date, effective date, and Platform operator. In each of the four triggering circumstances specified in Section 3.4, the Platform must send an in-Platform system notice containing a direct version-specific link to the complete Rules applicable to that transaction at that time. A later amendment may not silently overwrite, conceal, or replace the version applicable to a historical order. The order snapshot must record the applicable version number and link, and historical versions must remain searchable and downloadable throughout the statutory retention period.

买家主动拟定协商卡的，平台应当在其进入发卡操作流程时，并且最迟在其点击“发送下单卡”前，通过站内系统通知向买家发送本规则适用版本的直接链接。该次发卡通知用于证明平台已经在买家提出交易条件时向其提供规则查阅机会；买家发送协商卡本身仅表示其发出相应交易提议，不代替本条约定的付款确认。

If the buyer proactively prepares a Negotiated Card, the Platform must send the buyer an in-Platform system notice containing a direct link to the applicable version of these Rules when the buyer enters the card-sending flow and no later than before the buyer clicks “Send Order Card.” This card-sending notice evidences that the Platform provided the buyer an opportunity to review the Rules when proposing the transaction terms. Sending the card by itself only constitutes the corresponding transaction proposal and does not replace the payment confirmation required by this Section.

在买家支付订单款项前，无论协商卡由哪一方发起，平台均应当再次通过站内系统通知向买家发送本规则适用版本的直接链接。通知标题和付款页面应当显著提示该链接所载规则包含平台定位、支付结算、退款、游戏内经济损失、平台内裁决、法律适用、诉讼管辖及外部救济边界等与用户有重大利害关系的内容，并在付款按钮附近以清晰文字提示“付款即表示已阅读并同意本订单所链接版本的《交易规则与权益保障》”。买家在系统通知已经有效送达其平台账号、平台已提供合理阅读机会且上述提示持续可见的情况下，主动完成付款的，视为买家以数据电文形式同意该链接所载规则版本。此前因买家发卡而发送过同一版本，不免除本次付款前再次发送通知的要求。

Before the buyer pays an order, regardless of which party initiated the Negotiated Card, the Platform must again send the buyer an in-Platform system notice containing a direct link to the applicable Rules version. The notice title and payment page must prominently state that the linked Rules contain matters materially affecting the user, including the Platform’s role, payment and settlement, refunds, in-game economic loss, internal Platform adjudication, governing law, litigation jurisdiction, and the boundary of external remedies. Clear text near the payment button must state: “By paying, you acknowledge that you have read and agree to the version of the Transaction Rules and Rights Protection Policy linked to this order.” If the system notice has been effectively delivered to the buyer’s Platform account, the Platform has provided a reasonable opportunity to review it, the reminder remains visible, and the buyer voluntarily completes payment, payment constitutes the buyer’s consent by data message to the linked Rules version. A prior notice of the same version triggered when the buyer sent a card does not remove the requirement to send this further pre-payment notice.

服务方主动拟定协商卡的，平台应当在其进入发卡操作流程时，并且最迟在其点击“发送下单卡”前，通过站内系统通知向服务方发送本规则适用版本的直接链接；买家拟定协商卡并发送至服务方账号的，平台应当在卡片进入服务方账号时生成通知，并且最迟在服务方点击“接单”前将该直接版本链接送达服务方。两种路径均应当给予服务方合理阅读机会，并在相应操作按钮附近再次显著提示“发送下单卡或接单，即表示已阅读并同意本订单所链接版本的《交易规则与权益保障》”。服务方在通知有效送达、规则可以完整查阅且提示持续可见的情况下，主动发送协商卡或者点击“接单”的，视为服务方以数据电文形式同意所链接的规则版本。买家随后确认服务方发送的协商卡或者完成付款，不得代替服务方作出同意。

If a provider proactively prepares a Negotiated Card, the Platform must send the provider an in-Platform system notice containing a direct link to the applicable Rules version when the provider enters the card-sending flow and no later than before the provider clicks “Send Order Card.” If the buyer prepares and sends the card to the provider’s account, the Platform must generate the notice when the card enters that account and deliver the direct version-specific link no later than before the provider clicks “Accept Order.” Both paths must provide a reasonable opportunity to review the Rules and must again state prominently near the applicable action button: “By sending this Order Card or accepting this order, you acknowledge that you have read and agree to the version of the Transaction Rules and Rights Protection Policy linked to this order.” If the notice has been effectively delivered, the Rules can be reviewed in full, the reminder remains visible, and the provider voluntarily sends the card or clicks “Accept Order,” that action constitutes the provider’s consent by data message to the linked Rules version. The buyer’s subsequent confirmation of a provider-issued card or payment cannot substitute for the provider’s consent.

前述四种通知触发情况分别为：买家发送协商卡、买家支付订单款、服务方发送协商卡、服务方点击接单。每一种触发均应当生成独立、可查询的系统通知和投递记录，并使用同一笔交易锁定的具体版本链接。通知可以只承载标题、重大事项提示、版本信息和直接链接，无须在消息正文内重复粘贴规则全文；但链接必须有效、能够直接打开完整中英文规则，并不得在用户完成相关操作后静默改指其他版本。

The four notice-triggering circumstances described above are: the buyer sends a Negotiated Card, the buyer pays the order, the provider sends a Negotiated Card, and the provider accepts the order. Each trigger must generate a separate, retrievable system notice and delivery record using the specific version link locked to the same transaction. The notice may contain only the title, material-matter reminder, version information, and direct link, without reproducing the complete Rules in the message body. The link must, however, remain valid, directly open the complete Chinese and English Rules, and not be silently redirected to another version after the user completes the relevant action.

平台不以买家或者服务方事实上逐字阅读本规则作为完成交易的技术条件，但应当证明其已经依法完成有效送达、显著提示、提供完整查阅条件和取得本条约定的明确确认动作。系统通知未有效送达、链接失效或者指向错误版本、关键提示被遮挡、用户在确认前无法合理查看全文，或者付款、发送协商卡、接单并非账号本人或其有效授权人作出的，不得仅凭相应操作结果推定用户已经合法有效地同意所链接的规则版本。系统通知的送达，只证明平台已向对应用户提供通知和查阅机会，不当然等同于用户已经同意；同意仍应当以本条分别规定的买家付款、服务方发卡或服务方接单等主动行为及相关事实认定。

The Platform does not make the buyer’s or provider’s actual word-by-word reading of these Rules a technical condition for completing the transaction. It must, however, be able to prove effective delivery, prominent notice, access to the complete terms, and the affirmative confirmation action specified in this Section. If the system notification was not effectively delivered, the link was invalid or pointed to the wrong version, a key notice was obscured, the user could not reasonably review the full text before confirming, or the payment, sending of a Negotiated Card, or order acceptance was not performed by the account holder or a validly authorized person, the corresponding action alone may not be used to presume legally effective consent to the linked Rules version. Delivery of a system notice proves only that the Platform gave the relevant user notice and an opportunity to review; it does not by itself establish consent. Consent remains determined from the affirmative conduct separately specified in this Section—buyer payment, provider card sending, or provider order acceptance—and the relevant facts.

系统通知完整进入接收方平台账号的站内消息中心并处于可以检索、识别和打开的状态时，视为有效送达；送达时间以平台系统生成的成功投递记录为准，不以接收方实际打开通知或者逐字阅读规则为生效条件。平台应当保存发送方、接收账号及角色、触发类型、关联协商卡或订单、通知标题和正文、目标链接、适用版本、发送时间、成功进入消息中心的时间及投递状态。仅在官网或主站底部公示链接，而未完成本条约定的四类系统通知和操作页面显著提示的，不得单独作为平台已经就该笔交易履行个别通知或特别提示义务的依据。

A system notification is effectively delivered when it has fully entered the recipient’s in-Platform message center and is retrievable, identifiable, and capable of being opened. The delivery time is the time shown in the Platform system’s successful-delivery record; actual opening of the notice or word-by-word reading of the Rules is not a condition of effectiveness. The Platform must retain the sender, recipient account and role, trigger type, related Negotiated Card or order, notice title and content, destination link, applicable version, sending time, time of successful entry into the message center, and delivery status. Publication of a link on the official website or in the main-site footer alone, without the four categories of system notice and prominent action-page reminder required by this Section, may not by itself establish that the Platform fulfilled its individual-notice or special-notice duty for the transaction.

平台应当在用户同意本规则前，以加粗、单独提示或者其他显著方式提请用户注意本条，并按照用户要求作出说明，保证用户能够便利、完整地阅读和下载本规则。平台不得通过默认勾选、隐蔽展示或者不合理增加维权成本的方式取得对本管辖条款的同意。平台应当留存条款展示页面、显著提示方式、规则版本号、用户账号、确认时间以及说明请求和答复等记录，并对已经依法履行提示和说明义务承担举证责任；仅凭设置勾选框、弹窗或者类似交互方式的事实，不当然证明平台已经履行该义务。平台未依法履行合理提示和说明义务，或者本条构成不合理排除、限制消费者主要权利的，按照法律规定处理。

Before a user agrees to these Rules, the Platform must draw the user’s attention to this Section through bold text, a separate notice, or another prominent method; explain it upon request; and ensure that the user can conveniently and completely read and download these Rules. The Platform may not obtain consent to this jurisdiction clause through a preselected box, concealed presentation, or a method that unreasonably increases the cost of protecting rights. The Platform must retain records of the page on which the clause was displayed, the prominent-notice method, the Rules version number, the user account, the confirmation time, and any request for and response providing an explanation, and bears the burden of proving lawful performance of the notice and explanation duties. The mere use of a checkbox, pop-up, or similar interaction does not by itself prove performance of those duties. If the Platform fails to perform its reasonable notice and explanation duties, or if this Section unreasonably excludes or restricts a consumer’s principal rights, the matter will be handled in accordance with law.

任何一方向人民法院提起诉讼，不当然停止已经生效的平台内裁决或者为控制正在发生的资金转移、损失扩大和证据灭失风险而采取的必要平台措施；人民法院作出财产保全、行为保全、生效裁判或者其他依法应当执行的决定，或者法律另有规定的，平台应当依法执行并相应调整平台内处理结果。

The commencement of litigation does not by itself suspend an effective Platform-internal adjudication or a necessary Platform measure taken to control an ongoing risk of fund transfer, expansion of loss, or destruction of evidence. If a people’s court issues property preservation, conduct preservation, an effective judgment, or another decision that must be implemented by law, or if law otherwise provides, the Platform shall comply and adjust the internal Platform outcome accordingly.

**法律依据：**[《中华人民共和国民事诉讼法》第三十五条](https://www.npc.gov.cn/npc/c2/c30834/202401/P020240108541839745616.pdf)；[《最高人民法院关于适用〈中华人民共和国民事诉讼法〉的解释》第二十九条至第三十二条](https://www.court.gov.cn/zixun/xiangqing/353651.html)；[《最高人民法院关于部分民事案件管辖适用法律有关问题的批复》第一条](https://www.court.gov.cn/zixun/xiangqing/485241.html)；[《中华人民共和国民法典》第一百三十七条、第一百四十条、第四百六十五条、第四百六十九条、第四百九十一条、第四百九十六条至第四百九十八条](https://tjca.miit.gov.cn/zwgk/zcwj/flfg/art/2020/art_20cf1a2e1b854924b5caa744c8045d1f.html)；[《最高人民法院关于适用〈中华人民共和国民法典〉合同编通则若干问题的解释》第十条](https://www.court.gov.cn/zixun/xiangqing/419382.html)；[《中华人民共和国电子商务法》第三十一条、第三十三条、第四十八条、第五十条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国消费者权益保护法》第二十六条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)；[《中华人民共和国消费者权益保护法实施条例》第十七条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/bgt/art/2024/art_0aea188276a44f0baf940ab95ee00e0a.html)；[《网络交易平台规则监督管理办法》第七条、第八条、第十条至第十六条、第三十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 137, 140, 465, 469, 491, and 496 to 498 of the *Civil Code of the People’s Republic of China*; Article 35 of the *Civil Procedure Law of the People’s Republic of China*; Articles 29 to 32 of the *Interpretation of the Supreme People’s Court on the Application of the Civil Procedure Law of the People’s Republic of China*; Article 1 of the *Reply of the Supreme People’s Court on Issues Concerning the Application of Law on Jurisdiction in Certain Civil Cases*; Article 10 of the *Interpretation of the Supreme People’s Court on Several Issues Concerning the Application of the General Provisions on Contracts of the Civil Code of the People’s Republic of China*; Articles 31, 33, 48, and 50 of the *E-Commerce Law of the People’s Republic of China*; Article 26 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*; Article 17 of its Implementing Regulations; and Articles 7, 8, 10 to 16, and 30 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

## 十一、规则更新与生效

## XI. Amendments and Effective Date

### 11.1 版本信息、发布状态与初次生效

### 11.1 Version Information, Publication Status, and Initial Effectiveness

平台应当为本规则及其每次修改后的文本设置独立且唯一的版本号，并在规则首页显著列明规则名称、版本号、文件状态、平台运营主体、发布日期、生效日期和适用范围。发布日期是平台完成正式文本发布并开始履行法定公示程序的日期；生效日期是完成适用的公开征求意见、提前公示、显著提示和过渡期等程序后，该版本开始适用于相应平台服务或新交易的日期。除页面另有明确说明外，本章所称“日”均指连续自然日，时间按照北京时间计算。

The Platform must assign a separate and unique version number to these Rules and each amended version, and prominently display on the Rules page the title, version number, document status, Platform operator, publication date, effective date, and scope of application. The publication date is the date on which the Platform formally publishes the finalized text and begins the legally required publication procedure. The effective date is the date on which that version begins to apply to the relevant Platform services or new transactions after completion of the applicable public-comment, advance-publication, prominent-notice, and transition-period procedures. Unless expressly stated otherwise, a “day” in this Chapter means a consecutive calendar day, calculated according to Beijing time.

本规则当前版本已经由平台运营主体正式发布，自下列生效日期起作为现行有效的平台交易规则适用于其适用范围内的新交易和平台服务行为。在生效日期以前，本版本属于已发布待生效文本，供有关各方提前完整查阅和反馈意见。页面公示信息、站内系统通知、订单快照和可下载文本应当使用同一版本号、正文和校验值；平台不得以代码仓库文件时间、内部修改记录或者未公示文本替代下列正式发布信息：

The current version of these Rules has been formally published by the Platform operator and will become the currently effective Platform rules from the effective date stated below for new transactions and Platform-service conduct within its scope. Before that date, this version is published pending effectiveness so that relevant parties can review the complete text in advance and submit comments. The public page, on-platform system notices, order snapshots, and downloadable text must use the same version number, text, and checksum. Repository timestamps, internal revision records, or unpublished text do not replace the following formal publication information:

- 本版本号 / Version number：2026-08-05
- 文件状态 / Document status：已正式发布，自 2026-08-21 起生效 / Formally Published; Effective from 2026-08-21
- 发布日期 / Publication date：2026-08-05
- 生效日期 / Effective date：2026-08-21
- 平台运营主体 / Platform operator：糖趣（三河）科技有限责任公司 / Tangqu (sanhe) Technology Co., Ltd
- 规则意见反馈页面或其他书面反馈渠道 / Rules-feedback page or other written feedback channel：平台官网客服和站内客服通道 / Official website customer-service and on-platform customer-service channels

本规则初次生效原则上仅适用于其生效后由平台依法向有关用户展示并纳入平台服务关系或具体交易的规则事项，以及生效后发生的平台服务行为。在生效前已经成立、付款、接单或者开始履行的订单，按照本章第 11.7 条处理。法律法规或者有权机关依法作出的决定对时间效力另有强制规定的，从其规定。

The initial version of these Rules applies in principle only to matters that, after its effective date, are lawfully displayed to the relevant user and incorporated into the Platform-service relationship or a specific transaction, and to Platform-service conduct occurring after that date. An order formed, paid for, accepted, or already in performance before the effective date is handled under Section 11.7. If a law, regulation, or lawful decision of a competent authority contains mandatory provisions governing temporal effect, those provisions control.

**法律依据：**[《中华人民共和国电子商务法》第三十二条至第三十四条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国民法典》第一百三十七条、第一百六十条、第四百六十五条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《网络交易平台规则监督管理办法》第五条、第七条、第十条至第十三条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 32 to 34 of the *E-Commerce Law of the People’s Republic of China*; Articles 137, 160, and 465 of the *Civil Code of the People’s Republic of China*; and Articles 5, 7, and 10 to 13 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 11.2 持续公示、便利查阅与重大利害关系条款提示

### 11.2 Continuous Publication, Convenient Access, and Notice of Material Terms

平台应当在网站、应用程序和其他依法属于网络交易平台入口的首页显著位置，持续公示本规则现行有效版本的信息或者可以直接进入该版本的清晰链接标识，并保证买家、服务方和其他相关用户能够便利、完整地阅览、检索、保存和下载。规则页面不得仅提供无法复制的局部截图，不得通过多层隐蔽跳转、失效链接、强制注册后方可查阅或者其他不合理方式妨碍用户获取完整文本。

The Platform must continuously publish information concerning the currently effective version of these Rules, or a clear link directly leading to that version, in a prominent location on the homepage of its website, application, and any other entry point that legally constitutes part of the online transaction platform. Buyers, providers, and other relevant users must be able to conveniently and completely review, search, save, and download the Rules. The Rules page may not provide only partial screenshots that cannot be copied, or obstruct access to the complete text through concealed multi-layer navigation, invalid links, mandatory registration before viewing, or another unreasonable method.

除前款要求的首页显著公示外，主站每个公开页面的底部应当持续设置名称清晰、可以直接点击的“交易规则与权益保障”入口。该底部入口原则上指向长期固定的规则中心或现行版本索引页；规则中心应当同时提供现行有效版本、即将生效版本、征求意见稿和依法仍需保留的历史版本。底部入口是持续公示和公众查阅渠道，不替代第 3.4 条和第 10.1 条规定的四类站内系统通知，也不替代重大利害关系条款的显著提示。

In addition to the prominent homepage publication required above, every public page of the main website must continuously display in its footer a clearly named and directly clickable “Transaction Rules and Rights Protection” entry. That footer entry should lead to a permanent Rules center or current-version index page. The Rules center must provide the currently effective version, any published version pending effectiveness, public-comment drafts, and historical versions that remain subject to retention. The footer entry is a continuous-publication and public-access channel; it does not replace the four categories of in-Platform system notice required by Sections 3.4 and 10.1 or prominent notice of materially significant terms.

系统通知中的具体版本链接和主站底部入口所到达的页面，应当使用合法、有效且与平台技术环境相适应的网页地址，并支持从小程序内点击后，通过小程序内置网页、依法允许的系统浏览器或者平台提供的其他明确路径打开。用户从小程序打开后，应当能够看到与主站一致的完整中英文正文、版本号、发布日期和生效日期，不得只显示摘要、图片或者被截断的移动版内容。因小程序运行环境、域名配置或第三方规则暂时无法直接打开的，平台应当在相应操作前提供清晰的复制链接、外部浏览器打开或其他可行路径，并尽快恢复直接访问；平台不得以小程序技术限制为由省略规则通知、降低展示完整性或者把链接改指未锁定的最新版本。

The transaction-specific version link in a system notice and the page reached from the main-site footer must use a lawful and valid web address compatible with the Platform’s technical environment. After a user clicks from a mini program, the page must be capable of opening through an in-mini-program webpage, a lawfully permitted system browser, or another clearly identified path provided by the Platform. A user opening the link from a mini program must be able to view the same complete Chinese and English text, version number, publication date, and effective date available on the main website; the Platform may not show only a summary, images, or truncated mobile content. If a mini-program environment, domain configuration, or third-party rule temporarily prevents direct opening, the Platform must provide before the relevant action a clear copy-link, open-in-external-browser, or other workable path and restore direct access promptly. The Platform may not rely on a mini-program technical limitation to omit the Rules notice, reduce the completeness of display, or redirect the link to an unlocked latest version.

涉及平台收费、订单款支付与结算、退款、损失赔偿或专项赔付、证据责任、平台内裁决、申诉、账号限制或终止、个人信息处理、法律适用、诉讼管辖、责任限制以及其他与用户有重大利害关系的内容，平台应当采用加粗、独立标题、摘要提示、对比说明或者其他足以引起合理注意的方式进行显著提示，并按照用户要求对相关条款作出清晰说明。平台不得通过缩小字体、降低对比度、遮挡内容、预先勾选、默认同意、诱导点击或者将拒绝按钮设置为明显难以使用等方式规避提示和说明义务。

Terms concerning Platform charges, payment and settlement of order funds, refunds, damages or special compensation, evidentiary responsibilities, internal Platform adjudication, appeals, account restrictions or termination, personal-information processing, governing law, litigation jurisdiction, limitations of liability, and other matters materially affecting users must be prominently identified through bold text, separate headings, summary notices, comparative explanations, or another method reasonably sufficient to attract attention. The Platform must clearly explain such terms upon request. It may not evade its notice and explanation duties by using reduced font size, low contrast, obscured content, preselected consent, default consent, misleading click design, or a refusal option that is materially more difficult to use.

平台规则展示页面应当提供与平台规模和规则篇幅相适应的目录、关键词检索或者页面内搜索功能。中英文版本应当对应展示，不得只对其中一种语言提示不利条款，也不得以英文译文遗漏重要限制而降低提示程度。

The Rules page must provide a table of contents, keyword search, or in-page search functionality appropriate to the scale of the Platform and length of the Rules. The Chinese and English versions must be displayed in corresponding form. The Platform may not highlight adverse terms only in one language or reduce the degree of notice by omitting a material restriction from the English translation.

**法律依据：**[《中华人民共和国电子商务法》第三十一条、第三十三条、第五十条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国民法典》第四百九十六条至第四百九十八条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《网络交易平台规则监督管理办法》第七条至第九条、第十五条、第十六条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)；[《中华人民共和国消费者权益保护法》第二十六条](https://www.samr.gov.cn/zfjcj/tzgg/art/2023/art_615af9ed6bcd4974bf853dd2e02bc663.html)。  
**Legal basis:** Articles 31, 33, and 50 of the *E-Commerce Law of the People’s Republic of China*; Articles 496 to 498 of the *Civil Code of the People’s Republic of China*; Articles 7 to 9, 15, and 16 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*; and Article 26 of the *Law of the People’s Republic of China on the Protection of Consumer Rights and Interests*.

### 11.3 普通制定、修改与公开征求意见程序

### 11.3 Ordinary Rulemaking, Amendment, and Public-Comment Procedure

平台制定或者修改本规则，应当在网站、应用程序首页显著位置公开征求意见。征求意见页面应当至少公示拟制定或修改的完整文本、修改理由、主要变化摘要、新旧条款对照、可能受影响的用户和业务范围、拟定生效日期、意见提交期限及意见提交方式，并提供可以提交文字和必要附件的在线表单、官方电子邮箱或者其他稳定可用的反馈渠道。平台应当预留必要时间并提供必要技术支持，确保有关各方能够及时、充分表达意见；不得只接受预设选项而拒绝用户提交具体文字意见。

When making or amending these Rules, the Platform must publicly solicit comments in a prominent location on the homepage of its website and application. The public-comment page must at minimum publish the complete proposed text, reasons for the proposal, a summary of principal changes, a comparison of old and new provisions, the users and business areas likely to be affected, the proposed effective date, the comment deadline, and the method for submitting comments. It must provide an online form capable of receiving written comments and necessary attachments, an official email address, or another stable and usable feedback channel. The Platform must allow the necessary time and provide the technical support required for relevant parties to express their views fully and in a timely manner; it may not accept only preset responses while refusing specific written comments.

普通规则或者普通修改的最终文本，应当至少在实施前七日公示。公示期间应当保持文本、修改说明和反馈渠道持续可访问。平台在公示期间对拟生效文本作出可能增加用户义务、减损用户权益或者扩大适用范围的实质性修改的，应当针对实质性修改后的文本重新计算相应的提前公示期限；纯粹改正错别字、链接或者不改变含义的排版错误，不要求重新计算，但应当保留更正记录。

The final text of an ordinary rule or ordinary amendment must be published at least seven days before implementation. The text, explanation of changes, and feedback channel must remain continuously accessible throughout the publication period. If, during that period, the Platform makes a substantive change that may increase user obligations, reduce user rights, or expand the scope of application, the applicable advance-publication period must restart for the substantively revised text. Correction of a typographical error, link, or formatting error that does not change meaning does not restart the period, but a record of the correction must be retained.

平台应当全面、如实归纳整理征求意见过程中收到的意见，对合理意见充分吸收采纳；对影响较大但未被采纳的主要意见，应当说明不采纳的合理理由。征求意见稿、提交记录、意见汇总、研究处理记录、采纳情况、未采纳理由和最终文本等资料，自征求意见结束之日起保存不少于三年。对意见材料的公开应当删除或者遮蔽不必要的个人信息、商业秘密和依法不得公开的内容。

The Platform must comprehensively and accurately organize and summarize comments received, fully incorporate reasonable comments, and explain reasonable grounds for not adopting principal comments having significant impact. Public-comment drafts, submission records, comment summaries, review and disposition records, adoption decisions, reasons for non-adoption, and final texts must be retained for at least three years from the close of the comment period. Before comment materials are made public, unnecessary personal information, trade secrets, and content that may not lawfully be disclosed must be removed or masked.

**法律依据：**[《中华人民共和国电子商务法》第三十四条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第十条至第十二条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)；[《中华人民共和国个人信息保护法》第六条、第十三条、第二十八条](https://www.cac.gov.cn/2021-08/20/c_1631050028355286.htm)。  
**Legal basis:** Article 34 of the *E-Commerce Law of the People’s Republic of China*; Articles 10 to 12 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*; and Articles 6, 13, and 28 of the *Personal Information Protection Law of the People’s Republic of China*.

### 11.4 重大修改、十五日公示与合理过渡期

### 11.4 Material Amendments, Fifteen-Day Publication, and Reasonable Transition Period

规则涉及用户数量巨大、修改内容较多或者关系有关各方重要权益的，平台应当按照重大修改程序处理，至少在实施前十五日公示最终文本。对是否属于重大修改存在合理疑问的，平台原则上适用十五日公示和较高保护标准。重大修改包括但不限于可能实质改变下列事项的修改：平台收费项目、标准或承担主体；支付、退款、暂缓结算或结算周期；买家或者服务方的主要权利义务；游戏内经济损失处理或专项赔付；举证责任、平台内裁决和申诉；账号限制、封禁或终止服务；个人信息或网络数据处理；法律适用、诉讼管辖或外部救济；平台责任限制；以及对服务方自主经营活动具有重大影响的准入、排序、下架或者退出条件。

If a rule affects a very large number of users, contains numerous changes, or concerns important rights and interests of relevant parties, the Platform must use the material-amendment procedure and publish the final text at least fifteen days before implementation. If there is reasonable doubt whether an amendment is material, the Platform should in principle apply the fifteen-day period and the more protective standard. Material amendments include, without limitation, changes that may substantially alter: the items, standards, or allocation of Platform charges; payment, refunds, settlement holds, or settlement cycles; principal rights and obligations of buyers or providers; treatment of in-game economic loss or special compensation; burdens of proof, internal Platform adjudication, or appeals; account restrictions, bans, or service termination; processing of personal information or network data; governing law, litigation jurisdiction, or external remedies; limitations of Platform liability; or provider admission, ranking, removal, or exit conditions materially affecting independent business operations.

可能对有关各方重要权益造成重大影响的，平台除履行十五日提前公示义务外，还应当根据影响程度、用户迁移或退出所需时间、存量订单数量、资金结算周期和技术调整难度设置合理过渡期。过渡期不得只是名义期限，应当使买家和服务方有实际机会完成在途交易、下载记录、调整服务方案、停止新增交易、提取依法可以结算的款项或者选择退出。重大事项应当通过定期会商、座谈、问卷调查、代表性用户沟通或者其他适当方式进行常态化沟通协商，并按照本规则第 11.3 条处理所收集意见。

If an amendment may materially affect important rights or interests of relevant parties, the Platform must, in addition to the fifteen-day advance-publication requirement, establish a reasonable transition period based on the degree of impact, time needed for migration or exit, number of outstanding orders, fund-settlement cycles, and difficulty of technical adjustment. The transition period may not be merely nominal; it must give buyers and providers a practical opportunity to complete ongoing transactions, download records, adjust service offerings, stop entering into new transactions, withdraw amounts lawfully eligible for settlement, or exit. Material matters must also be subject to regular consultation through periodic meetings, discussions, questionnaires, communication with representative users, or another appropriate method, and the comments collected must be handled under Section 11.3.

平台不得在消费者已经购买的约定会员服务期内，通过单方面修改规则擅自增加费用或者减损已经承诺的会员权益。涉及收费项目、收费规则或者收费标准的修改，还应当遵守价格和平台收费管理方面的特别规定；本章规定的期限低于特别规定要求的，适用要求更高或者保护更充分的期限。

The Platform may not unilaterally amend its Rules during an agreed consumer membership term to impose an additional charge or reduce a promised membership benefit. An amendment concerning fee items, charging rules, or fee standards must also comply with special pricing and platform-fee requirements. If a period specified in this Chapter is shorter than that required by a special rule, the longer or more protective period applies.

**法律依据：**[《网络交易平台规则监督管理办法》第十二条、第十三条、第十七条、第三十二条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)；[《中华人民共和国电子商务法》第三十四条、第三十五条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《互联网平台价格行为规则》第六条、第二十九条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/jjjzs/art/2025/art_eef66659c9624c5091bd3acd050b1710.html)。  
**Legal basis:** Articles 12, 13, 17, and 32 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*; Articles 34 and 35 of the *E-Commerce Law of the People’s Republic of China*; and Articles 6 and 29 of the *Internet Platform Pricing Conduct Rules*.

### 11.5 修改通知的送达与用户同意

### 11.5 Delivery of Amendment Notices and User Consent

依法必须在首页公开征求意见或者提前公示的，不得仅以站内通知、短信、电子邮件或者客服私聊代替首页公示。平台向用户发送个别通知，也不免除持续公示完整规则的义务。对收费、退款、结算、赔付、争议解决、账号终止、个人信息处理、管辖或者其他重大利害关系条款的修改，平台除首页公示外，还应当在合理可行范围内向受影响的注册用户发送站内系统通知；用户预留并同意用于此类通知的电子邮箱或手机号码有效时，平台可以同步发送邮件或短信提醒。

Where public comment or advance publication on the homepage is legally required, an in-Platform notice, text message, email, or private customer-service communication may not replace homepage publication. Sending an individual notice does not relieve the Platform of its duty to continuously publish the complete Rules. For amendments to fees, refunds, settlement, compensation, dispute resolution, account termination, personal-information processing, jurisdiction, or another materially significant term, the Platform must, in addition to homepage publication, send an in-Platform system notification to affected registered users where reasonably practicable. If a user has provided and consented to the use of a valid email address or mobile number for such notices, the Platform may also send an email or text reminder.

修改后的版本依法生效并拟适用于新协商卡或新订单时，平台仍应当在买家发卡、买家付款、服务方发卡和服务方接单四种情况下，分别按照第 3.4 条和第 10.1 条发送该笔交易锁定版本的系统通知链接。修改公示、修改通知、用户此前对旧版本的确认或者主站底部入口，均不替代该四类逐交易通知。买家发卡时收到链接属于通知触发，不当然等同于其已经同意新版本；买家的明确同意仍以付款等本规则规定的主动确认行为认定。

When an amended version has lawfully taken effect and is to apply to a new Negotiated Card or order, the Platform must still send a system-notice link to the version locked to that transaction separately at each of the following four events under Sections 3.4 and 10.1: buyer card sending, buyer payment, provider card sending, and provider order acceptance. Publication of the amendment, an amendment notice, a user’s prior confirmation of an earlier version, or the main-site footer entry does not replace those four transaction-specific notices. Receipt of a link when a buyer sends a card is a notice trigger and does not by itself establish that the buyer accepted the new version; the buyer’s affirmative agreement remains determined from payment or another affirmative confirmation expressly provided by these Rules.

站内系统通知的到达和送达，按照本规则第 3.4 条和第 10.1 条确定。通知应当包含版本号、主要变化、发布日期、生效日期、适用范围、退出或终止相关服务的方式以及现行版本和历史版本的直接链接。通知或者链接未进入用户指定系统、无法正常打开、指向错误版本或者未完整显示重要修改的，不得依据该次投递记录主张已经有效完成个别通知。

Receipt and delivery of an in-Platform system notice are determined under Sections 3.4 and 10.1. The notice must contain the version number, principal changes, publication date, effective date, scope of application, method for exiting or terminating the relevant service, and direct links to the current and historical versions. If the notice or link did not enter the user’s designated system, could not be opened normally, pointed to the wrong version, or failed to display a material amendment completely, the corresponding delivery record may not be relied upon as proof of effective individual notice.

对增加用户义务或者减损用户权益的修改，平台不得采用默认勾选、沉默视为同意、强制弹窗且不给予拒绝路径，或者其他强制、诱导方式取得同意。相关修改依法需要纳入用户与平台之间合同的，平台应当在其适用于用户的新交易或者相关服务前取得清晰、主动的确认行为；买家付款以及服务方发送协商卡或接单的确认方式适用第 10.1 条，但仅能确认已经正确展示并锁定于该笔订单的版本，不能代替另一方同意或者用于同意未来版本。对不增加用户义务、不减损用户权益的纯有利修改，可以依法在完成公示程序后生效，无需把“不同意”设置为用户继续使用全部既有功能的障碍。

For an amendment that increases a user’s obligations or reduces a user’s rights, the Platform may not obtain consent through a preselected box, silence deemed to constitute consent, a compulsory pop-up with no refusal path, or another coercive or misleading method. If an amendment must legally become part of the contract between the user and the Platform, the Platform must obtain a clear affirmative act of confirmation before applying it to the user’s new transaction or relevant service. Buyer consent through payment and provider consent through sending a Negotiated Card or accepting an order are governed by Section 10.1, but can confirm only the version correctly displayed and locked to that order; one party’s action cannot substitute for the other party’s consent or constitute agreement to a future version. A purely beneficial amendment that neither increases user obligations nor reduces user rights may lawfully take effect after completion of the publication procedure without making “consent” an obstacle to continued use of all existing functions.

**法律依据：**[《中华人民共和国民法典》第一百三十七条、第四百九十六条至第四百九十八条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第三十三条、第三十四条、第四十八条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第七条、第八条、第十条、第十二条、第十六条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 137 and 496 to 498 of the *Civil Code of the People’s Republic of China*; Articles 33, 34, and 48 of the *E-Commerce Law of the People’s Republic of China*; and Articles 7, 8, 10, 12, and 16 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 11.6 历史版本锁定、保存与查阅

### 11.6 Locking, Retention, and Access to Historical Versions

平台不得用新版本静默覆盖、删除、隐藏或者改写已经发布或曾经适用于历史订单的规则版本。每一版本应当形成内容固定、可识别且可以独立访问的历史页面或者文件，记录版本号、发布和生效时间、失效或被替代时间、适用范围及主要修改说明。具备技术条件时，平台应当保存文件校验值、网页快照或者其他能够验证内容完整性的记录。任何发布后的错字、链接或排版更正，也应当形成可追溯的更正记录，不得无痕修改可能影响条款含义的内容。

The Platform may not silently overwrite, delete, conceal, or rewrite a Rules version that has been published or applied to a historical order. Each version must be preserved as a fixed, identifiable, and independently accessible historical page or file stating its version number, publication and effective times, expiration or replacement time, scope of application, and a summary of principal changes. Where technically feasible, the Platform should retain a file checksum, webpage snapshot, or another record capable of verifying integrity. Any correction to a typographical error, link, or formatting issue after publication must also be traceable; content that may affect the meaning of a term may not be altered without a record.

平台修改规则时，应当完整保存修改后版本生效之日前三年的全部历史版本，并保证买家和服务方能够便利、完整地阅览和下载。某一历史版本仍适用于未完成订单、尚未结算款项、正在处理的售后或争议，或者依法仍有保存必要的，平台应当保存至相应事项处理完毕且相关法定保存期限届满，不得仅因该版本已经超过三年而提前删除。与具体交易有关的规则版本和订单快照，自交易完成之日起保存不少于三年；法律法规规定更长期限的，从其规定。

When amending the Rules, the Platform must completely retain all historical versions existing during the three years preceding the effective date of the amended version and ensure that buyers and providers can conveniently and completely review and download them. If a historical version still applies to an incomplete order, unsettled amount, pending after-sales matter or dispute, or otherwise remains legally necessary, it must be retained until that matter is concluded and the applicable statutory retention period has expired; it may not be deleted merely because more than three years have passed. A Rules version and order snapshot relating to a specific transaction must be retained for at least three years after completion of that transaction, or for a longer period if required by law or regulation.

订单档案应当记录买家和服务方各自收到并确认的规则版本号、链接、展示页面、提示方式和时间。双方必须适用同一版本时，系统不得向买家和服务方锁定不同版本；因规则切换导致版本不一致的，平台应当继续锁定原版本，或者在交易成立或付款前向双方重新展示同一版本并取得依法需要的确认。

The order file must record the Rules version number and link delivered to and confirmed by each buyer and provider, together with the display page, notice method, and time. Where both parties must be governed by the same version, the system may not lock different versions for the buyer and provider. If a version transition creates an inconsistency, the Platform must either continue to lock the earlier version or redisplay the same version to both parties and obtain any legally required confirmation before the transaction is formed or paid.

**法律依据：**[《中华人民共和国电子商务法》第三十一条、第三十三条、第三十四条、第六十二条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第十一条、第十五条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)；[《中华人民共和国电子签名法》第五条至第八条](https://www.miit.gov.cn/jgsj/zfs/fl/art/2022/art_e3f623f70c23497e88a941170093446a.html)。  
**Legal basis:** Articles 31, 33, 34, and 62 of the *E-Commerce Law of the People’s Republic of China*; Articles 11 and 15 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*; and Articles 5 to 8 of the *Electronic Signature Law of the People’s Republic of China*.

### 11.7 存续订单、有利规则与强制性法律变更

### 11.7 Outstanding Orders, Beneficial Rules, and Mandatory Changes in Law

订单原则上适用由系统在交易成立过程中锁定、已向买家和服务方分别展示并经其依法确认而纳入该笔交易的同一规则版本。新版本不得追溯增加存续订单当事人的付款、赔偿、举证、收费或者其他义务，不得追溯缩短退款、申诉、结算或者外部救济期限，也不得追溯改变已经完成的履行、退款、结算或平台内裁决的法律后果。订单成立后双方依法达成的个别补充协议优先适用于其明确变更的事项，未被变更的部分继续适用原规则和订单快照。

An order is governed in principle by the same Rules version that the system locked during formation of the transaction, separately displayed to the buyer and provider, and lawfully incorporated through each party’s confirmation. A new version may not retroactively increase payment, compensation, evidentiary, fee, or other obligations of a party to an outstanding order; retroactively shorten a refund, appeal, settlement, or external-remedy period; or retroactively alter the legal effect of completed performance, refund, settlement, or internal Platform adjudication. A specific supplemental agreement lawfully made by the parties after order formation governs the matters it expressly changes, while the original Rules and order snapshot continue to govern all unchanged matters.

新版本仅调整内部操作步骤、页面入口或者案件流转方式，且不减损任何一方实体权益、不改变举证责任、不延长对用户不利的处理期限、不影响已经取得的权利时，平台可以将该程序性改进适用于正在处理的事项，但应当向相关用户说明变化，并为因旧流程已经实施的行为保留效力。新版本给予买家或服务方更长申请期限、更低费用、更高保障或者其他纯粹有利待遇，且不因此减损交易相对方已经取得的权利时，平台可以按照公示内容对同类存续事项一致适用，或者允许受益方主动选择适用；不得只对个别用户选择性适用有利规则而实施不合理差别待遇。

If a new version changes only an internal operating step, page entry, or case-routing method and does not reduce either party’s substantive rights, alter the burden of proof, extend a deadline adversely affecting a user, or affect an accrued right, the Platform may apply that procedural improvement to a pending matter. It must explain the change to affected users and preserve the validity of actions already completed under the prior process. If a new version provides a longer application period, lower charge, greater protection, or another purely beneficial treatment to a buyer or provider without reducing an accrued right of the counterparty, the Platform may apply it consistently to equivalent outstanding matters as stated in the published notice or allow the beneficiary to opt in. It may not selectively grant the benefit only to particular users in an unreasonably discriminatory manner.

新制定或者修改的法律、行政法规、司法解释、部门规章或者有权机关决定对存续订单具有强制适用效力的，按照其规定的生效时间和时间效力执行。原规则与强制性规定冲突的部分停止适用，但平台不得借“法律变化”名义扩大对用户不利的变更范围。对强制法未要求追溯调整的事项，仍按照原订单适用版本处理；确需调整的，平台应当明确列明法律依据、受影响条款、适用对象、开始时间和存续订单处理方式。

A newly enacted or amended law, administrative regulation, judicial interpretation, departmental rule, or decision of a competent authority that mandatorily applies to outstanding orders will be implemented according to its effective date and rules of temporal effect. A portion of the prior Rules conflicting with a mandatory provision ceases to apply, but the Platform may not use “change in law” as a pretext to expand an amendment adverse to users. Matters for which mandatory law does not require retrospective adjustment remain governed by the version applicable to the original order. If an adjustment is necessary, the Platform must identify the legal basis, affected terms, persons to whom it applies, commencement time, and treatment of outstanding orders.

**法律依据：**[《中华人民共和国民法典》第一百五十三条、第四百六十五条、第五百零九条、第五百四十三条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《中华人民共和国电子商务法》第三十四条、第四十八条、第四十九条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第十三条至第十六条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 153, 465, 509, and 543 of the *Civil Code of the People’s Republic of China*; Articles 34, 48, and 49 of the *E-Commerce Law of the People’s Republic of China*; and Articles 13 to 16 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 11.8 紧急措施与紧急规则调整

### 11.8 Emergency Measures and Emergency Rule Adjustments

发生法律法规立即实施、有权机关依法要求、重大网络或数据安全事件、支付通道重大异常、涉嫌违法犯罪活动、正在发生的人身或财产安全风险，或者不立即处理可能导致损失显著扩大的其他紧急情形时，平台可以在必要、合理和比例适当的范围内先行采取临时风险控制措施，包括暂停新增订单、暂停受影响功能、阻断异常交易、对相关订单暂缓结算、保存证据或者执行有权机关指令。平台应当尽快向受影响用户说明措施的主要事实、理由、规则或法律依据、范围、预计持续时间和可用申诉渠道；紧急状态解除后，应当及时解除不再必要的措施并纠正错误处理。

If a law or regulation takes immediate effect, a competent authority issues a lawful requirement, a material cybersecurity or data-security event occurs, a payment channel suffers a material disruption, unlawful or criminal activity is suspected, an ongoing threat to personal or property safety exists, or another emergency may materially expand loss unless addressed immediately, the Platform may first take temporary risk-control measures to the necessary, reasonable, and proportionate extent. Such measures may include suspending new orders, suspending an affected function, blocking an abnormal transaction, holding settlement of a relevant order, preserving evidence, or implementing a competent-authority instruction. The Platform must explain to affected users as soon as practicable the principal facts, reasons, Rules or legal basis, scope, expected duration, and available appeal channel. When the emergency ends, measures no longer necessary must be promptly lifted and erroneous action corrected.

临时紧急措施本身不当然构成对本规则的永久修改。平台需要将紧急安排转化为持续适用的通用规则时，仍应当依法履行公开征求意见、至少提前七日或十五日公示以及合理过渡期等程序。现行法律并未仅因平台自行认定“紧急”而普遍免除上述程序；只有法律法规、有权机关决定明确要求在更早时间实施，或者客观上必须立即执行强制性安全义务时，相关强制内容方可按照要求先行实施。

A temporary emergency measure does not by itself permanently amend these Rules. If the Platform seeks to convert an emergency arrangement into a generally and continuously applicable rule, it must still perform the legally required public-comment, seven-day or fifteen-day advance-publication, and reasonable-transition procedures. Existing law does not generally waive those procedures merely because the Platform itself labels a situation “urgent.” Mandatory content may be implemented earlier only where a law, regulation, or decision of a competent authority expressly requires earlier implementation, or immediate action is objectively required to perform a mandatory security duty.

必须立即调整时，平台应当在合理可行的最早时间公示调整内容、法律或指令依据、立即生效原因、影响范围、存续订单处理方式和预计恢复或复审时间，并在紧急条件允许后补充履行尚可履行的意见征集和沟通程序。紧急调整不得追溯收取新费用、没收用户款项、免除平台已经产生的责任或者减损用户已经取得的退款、赔偿、结算和救济权利，但强制性法律或者有权机关依法作出的决定另有要求的除外。

Where immediate adjustment is mandatory, the Platform must publish, at the earliest reasonably practicable time, the adjustment, governing legal or official basis, reason for immediate effect, scope of impact, treatment of outstanding orders, and expected restoration or review time. Once emergency conditions permit, it must supplement any public-comment and consultation procedures that remain capable of performance. An emergency adjustment may not retroactively impose a new charge, confiscate user funds, release the Platform from an accrued responsibility, or reduce an accrued right to refund, damages, settlement, or remedy, unless mandatory law or a lawful decision of a competent authority requires otherwise.

**法律依据：**[《中华人民共和国电子商务法》第三十条、第三十四条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《中华人民共和国民法典》第七条、第一百五十三条、第五百零九条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《网络交易平台规则监督管理办法》第五条、第十二条、第十三条、第十八条至第二十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 30 and 34 of the *E-Commerce Law of the People’s Republic of China*; Articles 7, 153, and 509 of the *Civil Code of the People’s Republic of China*; and Articles 5, 12, 13, and 18 to 20 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 11.9 不接受修改、用户退出与平台终止经营

### 11.9 Rejection of an Amendment, User Exit, and Platform Cessation

买家或服务方不接受规则修改，要求退出平台或者终止受修改影响的相关服务的，平台不得通过不合理条件、拖延注销、扣留依法应结算款项、要求放弃投诉或诉讼权利等方式阻止。退出不影响退出前已经成立订单的履行、退款、结算、争议处理、记录保存和依法已经产生的责任。平台应当按照修改前的规则和实际履行情况处理已经收取但尚未提供的付费平台服务，据实退还依法或者依约应退费用，不得故意拖延或者无理拒绝。

If a buyer or provider rejects an amendment and requests to leave the Platform or terminate the related service affected by the amendment, the Platform may not obstruct the request through unreasonable conditions, delayed account closure, withholding of amounts lawfully eligible for settlement, a requirement to waive complaint or litigation rights, or another improper method. Exit does not affect performance, refund, settlement, dispute resolution, record retention, or liability already arising from an order formed before exit. Paid Platform services collected but not yet provided must be handled under the Rules existing before the amendment and according to actual performance. Any amount refundable by law or contract must be refunded on an actual basis without deliberate delay or unreasonable refusal.

用户退出后，平台可以在完成未结事项和履行法定保存义务所必要的范围内，限制账号继续创建新订单，但应当为用户提供处理存续订单、查询退款和结算状态、下载依法可以提供的记录以及使用投诉或申诉渠道的合理方式。用户退出不免除其在退出前已经产生的付款、履约、退款、赔偿或者其他合法责任，也不影响其依法主张权利。

After a user exits, the Platform may restrict the account from creating new orders to the extent necessary to complete pending matters and perform statutory retention duties. It must, however, provide a reasonable way to handle outstanding orders, check refund and settlement status, download records lawfully available to the user, and use complaint or appeal channels. Exit does not release a user from payment, performance, refund, damages, or other lawful liability arising before exit, and does not affect the user’s lawful claims.

平台运营主体自行终止电子商务经营的，应当至少提前三十日在首页显著位置持续公示终止经营信息，并明确停止新增交易的时间、存续订单处理、订单款退款和结算、投诉与售后渠道、用户记录下载、个人信息和交易记录保存或删除安排及后续联系人。平台不得以停止经营为由拒绝完成依法应当履行的退款、结算、证据提供、个人信息保护或者其他责任。因依法吊销许可、责令关闭、重大安全事件或者其他非正常原因无法完全按照计划终止的，平台仍应当在法律和客观条件允许的范围内及时告知并妥善处理用户权益。

If the Platform operator voluntarily ceases its e-commerce business, it must continuously publish a prominent notice on the homepage for at least thirty days in advance. The notice must specify when new transactions will stop, how outstanding orders will be handled, how order refunds and settlement will proceed, available complaint and after-sales channels, user-record download arrangements, personal-information and transaction-record retention or deletion arrangements, and a subsequent contact. The Platform may not rely on cessation of business to refuse a refund, settlement, evidence-production, personal-information protection, or another responsibility required by law. If revocation of a permit, an official closure order, a material security incident, or another abnormal event makes planned cessation impossible, the Platform must still notify users promptly and properly address their rights to the extent permitted by law and objective circumstances.

**法律依据：**[《中华人民共和国电子商务法》第十六条、第三十一条、第三十四条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第十四条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)；[《中华人民共和国民法典》第五百零九条、第五百五十八条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)。  
**Legal basis:** Articles 16, 31, and 34 of the *E-Commerce Law of the People’s Republic of China*; Article 14 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*; and Articles 509 and 558 of the *Civil Code of the People’s Republic of China*.

### 11.10 部分无效、违法条款与可分割性

### 11.10 Partial Invalidity, Unlawful Terms, and Severability

本规则任何条款被法律法规明确取代，或者被有权机关依法认定无效、可撤销、不适用或不能执行的，应当按照法律规定或者有权机关决定处理。相关条款部分无效而不影响其他部分效力的，其他部分继续有效；无效部分与其他部分不可分，或者继续适用将造成明显不公平、背离合同目的或侵害法定权利的，不适用可分割处理。

If any provision of these Rules is expressly superseded by law or regulation, or lawfully determined by a competent authority to be invalid, voidable, inapplicable, or unenforceable, it will be handled in accordance with that law or decision. If partial invalidity does not affect the validity of the remainder, the remainder continues in effect. Severability does not apply if the invalid portion is inseparable from the remainder or if continued application would cause manifest unfairness, defeat the contractual purpose, or infringe a statutory right.

条款无效或者不适用时，应当优先直接适用相应的强制性法律规定、双方合法有效的个别约定以及能够维持交易公平和合同目的的规则。平台不得通过客服解释、后台配置或者超级管理员个案裁决，单方面把无效条款改写成对用户不利的新义务；需要形成新的通用条款时，应当依照本章重新履行制定或修改程序。部分条款无效不影响用户依法请求返还财产、赔偿损失或者采取其他救济。

Where a term is invalid or inapplicable, the corresponding mandatory law, a legally valid specifically negotiated agreement, and rules capable of preserving transactional fairness and contractual purpose apply in that order as appropriate. The Platform may not unilaterally rewrite an invalid provision into a new obligation adverse to users through a customer-service explanation, back-end configuration, or case-specific Super Administrator decision. A new generally applicable term must be made through the rulemaking or amendment procedure in this Chapter. Partial invalidity does not affect a user’s lawful right to seek return of property, damages, or another remedy.

**法律依据：**[《中华人民共和国民法典》第一百五十三条至第一百五十七条、第四百九十七条、第四百九十八条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《网络交易平台规则监督管理办法》第五条、第三十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 153 to 157, 497, and 498 of the *Civil Code of the People’s Republic of China*; and Articles 5 and 30 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 11.11 中英文文本、解释规则与平台解释边界

### 11.11 Chinese and English Texts, Rules of Interpretation, and Limits on Platform Explanations

本规则按照中文在上、英文在下的方式发布。中文文本是平台在中华人民共和国大陆地区使用的正式规则文本，英文文本用于帮助英文用户理解。中英文表述存在不一致时，在法律允许的范围内以中文文本为准；但是，平台不得利用错误、遗漏或者明显不准确的英文翻译，对依赖平台官方英文文本作出合理理解的用户不公平地增加义务或者减损权益。平台发现可能影响用户权利义务的翻译差异时，应当及时更正、记录更正内容，并按照修改影响程度决定是否重新履行提示或公示程序。

These Rules are published with Chinese text first and English text below. The Chinese text is the official Rules text used by the Platform in Mainland China, while the English text assists English-speaking users in understanding the Rules. If the texts differ, the Chinese text controls to the extent permitted by law. The Platform may not, however, use an erroneous, omitted, or materially inaccurate English translation to unfairly increase obligations or reduce the rights of a user who reasonably relied on the Platform’s official English text. If the Platform discovers a translation discrepancy that may affect user rights or obligations, it must promptly correct it, record the correction, and determine according to the impact whether the notice or publication procedure must be performed again.

解释本规则时，应当结合词句通常含义、上下文、规则目的、具体订单条款、双方个别协商、交易习惯、实际履行和诚信原则。格式条款存在两种以上合理解释的，依法作出不利于提供格式条款一方的解释；个别协商条款与平台通用格式条款不一致的，依法优先适用个别协商条款。任何解释均不得排除强制性法律、减损消费者法定权利或者改变平台依法应承担的责任。

These Rules must be interpreted in light of the ordinary meaning of their words, context, purpose, specific order terms, individually negotiated agreements, course of dealing, actual performance, and the principle of good faith. If a standard term is reasonably capable of two or more interpretations, it must be interpreted against the party providing the standard term as required by law. A specifically negotiated term prevails over an inconsistent general standard term to the extent required by law. No interpretation may exclude mandatory law, reduce a consumer’s statutory rights, or alter liability the Platform must bear by law.

平台可以发布帮助中心说明、常见问题、流程图、操作示例或客服答复，用于说明现行规则，但上述材料不得在未履行本章程序的情况下创设新的通用义务、增加收费、缩短期限、扩大账号处理措施或者减损用户权利。说明材料与本规则冲突的，适用依法有效的本规则；本规则与法律法规冲突的，适用法律法规。超级管理员依据本规则对具体订单作出的平台内裁决，只在该订单的平台管理范围内发生效力，不构成对法律法规的最终解释，也不替代人民法院、仲裁机构或者行政机关依法作出的认定。

The Platform may publish help-center explanations, frequently asked questions, flowcharts, operating examples, or customer-service responses to explain the current Rules. Such materials may not, without following this Chapter, create a new generally applicable obligation, impose a charge, shorten a deadline, expand an account measure, or reduce user rights. If explanatory material conflicts with these Rules, the legally effective Rules control; if the Rules conflict with law or regulation, the law or regulation controls. An internal Platform adjudication made by a Super Administrator for a specific order has effect only within the Platform’s administration of that order. It is not a final interpretation of law or regulation and does not replace a determination lawfully made by a people’s court, arbitral institution, or administrative authority.

**法律依据：**[《中华人民共和国民法典》第一百四十二条、第四百六十六条、第四百九十六条至第四百九十八条](https://www.cac.gov.cn/2020-06/01/c_15925617772683192.htm)；[《最高人民法院关于适用〈中华人民共和国民法典〉合同编通则若干问题的解释》第一条、第十条](https://www.court.gov.cn/zixun/xiangqing/419382.html)；[《网络交易平台规则监督管理办法》第五条、第八条、第二十一条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 142, 466, and 496 to 498 of the *Civil Code of the People’s Republic of China*; Articles 1 and 10 of the *Interpretation of the Supreme People’s Court on Several Issues Concerning the Application of the General Provisions on Contracts of the Civil Code of the People’s Republic of China*; and Articles 5, 8, and 21 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.

### 11.12 规则意见、联系渠道与发布记录

### 11.12 Rules Feedback, Contact Channels, and Publication Records

平台应当在本规则首页和每次征求意见公告中持续提供真实、有效、便于使用的规则意见渠道，并至少列明规则意见反馈页面、官方电子邮箱或者其他可提交书面意见的电子渠道。需要接收纸质材料的，应当另行提供可以正常收件的邮寄地址。规则意见渠道用于收集规则制定和修改建议，不替代具体订单的退款、售后、投诉、申诉或者紧急安全事件入口；平台应当在页面上分别标明各渠道的用途，并在用户误投后给予合理转送或路径提示。

The Platform must continuously provide a genuine, effective, and convenient Rules-feedback channel on the Rules homepage and in each public-comment notice, and must at minimum identify a Rules-feedback page, official email address, or another electronic channel capable of receiving written comments. If paper materials are accepted, a functioning mailing address must also be provided. The Rules-feedback channel is for comments on the making and amendment of Platform rules and does not replace the refund, after-sales, complaint, appeal, or emergency-security channel for a specific order. The Platform must distinguish the purposes of these channels and provide reasonable forwarding or routing guidance if a user submits a matter through the wrong channel.

规则发布记录应当包括规则版本、草案和最终文本、发布页面、首页展示方式、征求意见起止时间、提前公示起止时间、重大修改判断、过渡期安排、通知投递记录、意见处理记录、内部批准记录、正式生效时间和历史版本归档位置。平台应当按照法定期限保存并在监管部门依法要求时如实提供，不得伪造、倒签或者事后补造发布记录。

The Rules publication record must include the Rules version, draft and final texts, publication page, homepage display method, beginning and end of the public-comment period, beginning and end of advance publication, material-amendment assessment, transition arrangements, notice-delivery records, comment-disposition records, internal approval record, formal effective time, and archive location of historical versions. The Platform must retain these materials for the statutory period and truthfully provide them when lawfully requested by a regulatory authority; it may not forge, backdate, or retrospectively fabricate a publication record.

用户对规则内容提出意见，不影响其依法使用订单售后、平台内申诉、消费者投诉、调解、仲裁或者诉讼等其他救济。平台不得仅因用户批评规则、提交修改建议或者依法向主管机关反映问题而限制其账号、延迟退款或结算，或者采取其他报复性措施。

A user’s submission of comments on the Rules does not affect the user’s lawful access to order after-sales service, internal Platform appeal, consumer complaint, mediation, arbitration, litigation, or another remedy. The Platform may not restrict an account, delay a refund or settlement, or take another retaliatory measure merely because a user criticizes the Rules, proposes an amendment, or lawfully reports a matter to a competent authority.

**法律依据：**[《中华人民共和国电子商务法》第三十四条、第五十九条、第六十条](https://www.samr.gov.cn/wljys/gzzd/art/2023/art_3e75434c954b4cb9bd14867dacff26d1.html)；[《网络交易平台规则监督管理办法》第十条、第十一条、第十七条、第二十条、第三十条](https://www.samr.gov.cn/zw/zfxxgk/fdzdgknr/fgs/art/2026/art_85b474fc5a08494bb60ca6a280b98d7d.html)。  
**Legal basis:** Articles 34, 59, and 60 of the *E-Commerce Law of the People’s Republic of China*; and Articles 10, 11, 17, 20, and 30 of the *Measures for the Supervision and Administration of Online Transaction Platform Rules*.