Payment Terms | Realove

Version: v1.2.0 Last updated: 2026-06-12 Effective date: 2026-06-12 Applicable region: Chinese mainland

Welcome to use Realove (Operating entity: AILO (Shenzhen) Intelligence Co., Ltd., hereinafter referred to as "Realove" or "this platform"). This Agreement is part of the User Agreement and Privacy Policy, and is used to define your rights and obligations when using paid services such as recharges, virtual credit limits, virtual gifts, red envelopes, voice/video calls, image generation, memberships, or subscriptions within Realove.

Please read this agreement carefully before making any payment, especially the terms regarding virtual rights, deduction rules, refund rules, minor payments, abnormal orders, and rights handling after service termination. If you do not agree to this agreement, please do not make deposits, purchases, gifts, red envelopes, or use other paid services. By clicking to confirm, complete payment, use paid benefits, or continue to use related services, you indicate that you have read, understood, and agreed to this Agreement.

1. Scope of Application and Current Service Status

This agreement applies to paid services already launched or subsequently launched within Raylane, including but not limited to:

Account top-up, phone/data top-up, payment limit;
Interactive capabilities that may consume credit points, such as text chat, voice messaging, voice calls, video calls, and image generation;
Virtual gifts, limited gifts, holiday gifts, relationship commemorative gifts;
Red envelopes and other virtual emotional expressions;
Reserved payment capacity for memberships, subscriptions, gift packs, limited-time benefits, character benefits, etc.;
The page clearly lists prices and asks you to confirm payment for other virtual services.

Realove is an AI companion product. AI characters are not real natural people. When they mention "phone credit," "traffic," "gifts," "red envelopes," and other expressions, these are part of the product's anthropomorphic interaction and do not represent the platform or any real individual soliciting offline payments from you.
All genuine payments must be completed through the official payment page within the app, the official checkout counter, or payment channels recognized by the platform. Any request for a transfer via private chat, QR code, bank card, personal account, or third-party group chat is not an official paid service of Realove.
In current products, the recharge and payment channels may not yet be officially integrated or not yet open. When the page displays messages such as "Payment not yet available" or "Currently cannot recharge," you cannot complete the actual recharge; Development environments, testing environments, mock orders, or internal debugging orders do not represent a true purchase success or create paid benefits that can be claimed to have been credited.
Whether specific features are launched, whether they can be purchased, purchase conditions, prices, validity periods, benefit content, and usage restrictions are subject to actual display within the app, order records, balance records, and platform announcements. This Agreement will not be interpreted as the platform necessarily launching any paid feature.

2. Explanation of Paid Services and Virtual Benefits

2.1 Virtual Quota

Virtual credit limits are benefits you use in your Realove account to offset specific interactive capabilities or virtual service consumption, usually presented in product descriptions such as "balance," "available limit," "call credit," and "data."
Virtual quotas may include:

Recharge limit: The amount you recharge through official payment channels and confirm the amount as confirmed by the system;
Free quota: new user quota, daily free quota, event quota, or compensation quota given by the platform according to the rules;
Benefit limits: Exclusive benefits arising from memberships, subscriptions, gift packs, events, customer service compensation, etc.

Recharge limits and free quotas may be recorded separately in the system. Free quotas are usually only available in designated scenarios on the platform and do not support discounts, withdrawals, transfers, refunds, cash extortion, or additional invoices.
Virtual quotas are not legal tender, do not have savings, payment settlement, investment, wealth management, credit, or returns, and do not generate interest or other financial income.
Unless otherwise specified on the page, virtual credit limits are limited to your own account within Realove and cannot be transferred, bought, mortgaged, gifted, split, merged, or inherited to other users; Where laws and regulations provide otherwise, those provisions shall prevail.

2.2 Free Quota

The platform may offer a certain amount of free credit for new users or daily active users for basic experience. The issuance time, quantity, purpose, validity period, and reset rules for free credit points are subject to platform configuration and page display.
The free quota may be calculated separately for different service types such as text, voice messaging, voice calls, video calls, and image generation, and these types may not necessarily be offset against each other.
The daily free quota may reset on calendar days or within the platform's set cycle. Whether unused free quotas accumulate depends on the page display and platform rules; If there is no explicit indication that accumulation is possible, it is not accumulative by default.
Platforms can adjust free quota rules based on model costs, operational strategies, security risk control, user experience, or legal and regulatory requirements. Free quotas that have already been used will not be replenished; Unissued or unused free quotas are subject to the adjusted rules.

2.3 Gifts

Virtual gifts are virtual props or events where users express their feelings to characters during AI relationship interactions, such as milk tea, roses, dolls, necklaces, holiday presents, and more.
The name, icon, animation, price, affection impact, triggered storyline, display method, and listing status of the gift are subject to the actual display within the app.
Gifts are not real goods. Unless explicitly stated on the page, purchasing or giving virtual gifts does not result in physical delivery, offline delivery, actual receipt, transfer of real property rights, or payment by real person.
After sending a gift, the system may generate chat messages, relationship events, character reactions, Moments content, asset records, or other interactive feedback. Feedback is affected by AI generation capabilities, role settings, security rules, network status, and service stability, and we do not promise that every feedback will be exactly the same.
Once a gift is confirmed and sent and actually recorded in the relationship event or transaction log, it is usually considered that virtual services have begun.

2.4 Red Envelopes

Red envelopes are virtual interaction methods where users express their feelings to AI characters at specific stages of relationships or in specified scenarios. Red envelopes do not give cash to real individuals, nor do they represent the actual character receiving payments.
Under current product rules, the amount of red packets is usually between 1 yuan and 200 yuan. The specific selectable amount, custom amount, eligibility conditions, and spending limit are subject to the app page and backend rules.
After the red packet is sent, it will be deducted from your credited payment balance. The free credit points given by the system usually cannot be used to send red envelopes.
When AI characters "send red envelopes" to users on special days, unless the page clearly states their real rights, they are usually virtual emotional expressions for 0 yuan and do not represent the platform giving you cash or withdrawable balances.

2.5 Membership, Subscription, and Reserved Benefits

Realove may later offer services such as memberships, subscriptions, gift packs, unlimited limits, exclusive character benefits, and limited-time event benefits. Whether such services are launched, whether it renews automatically, price, duration, scope of benefits, cancellation methods, and refund rules are subject to the purchase page, platform announcements, and payment channel rules.
If a service involves automatic renewal, the platform will clearly display the renewal cycle, deduction amount, cancellation path, and important notes on the page, pop-up, system payment confirmation page, or channel rules before you purchase. If not explicitly displayed and confirmed by you, it should not be considered as your consent to automatic renewal.
Subscriptions or memberships purchased through Apple App Store, Google Play, Alipay, WeChat Pay, or other third-party channels may also be subject to the respective channel's terms of service, cancellation rules, refund policies, and billing rules.
Membership or subscription benefits may have validity periods, usage limits, service type restrictions, role restrictions, regional restrictions, device restrictions, security restrictions, or risk control restrictions. After expiration, cancellation, refund, unauthorized use, or termination of services, related rights may be suspended, invalidated, or reclaimed.

3. Price, payment channels, and order confirmation

Before paying, please carefully confirm the product or service name, type, quantity, amount, payment method, applicable account number, role information, validity period, refund restrictions, and other important instructions.
Realove supports or may support payment channels including Alipay, WeChat Pay, Apple App Store, Google Play, platform-owned checkout counters, or other legally compliant payment channels. The specific available channels are subject to the in-app display.
Payment channels may require you to complete real-name authentication, payment password, SMS verification, facial recognition, device verification, risk confirmation, or other security verifications. Relevant verification is performed by the payment channel or platform according to security rules.
After an order is created, its status may include pending payment, in progress, successful payment, failed payment, canceled, closed, refunded, partial refund, or in risk control processing. Whether the payment is successful is ultimately determined by the payment channel confirmation, backend order status, and balance transaction status.
After you complete the payment action, if the payment channel has not yet pulled back, the callback signature fails, the amount is inconsistent, the order number is mismatched, there is a network anomaly, or risk control is triggered, the benefits may not be credited immediately. Please keep your order number, payment receipt, and screenshot of the page, and follow customer service instructions.
Please do not make duplicate payments for the same order. If duplicate payments or deductions occur due to network delays, channel anomalies, or misoperations, do not attempt multiple retries yourself; contact customer service as soon as possible to verify.
The platform will not require you to pay AI characters, staff personal accounts, or unofficial channels. If you incur payments, transfers, or property losses through unofficial channels, the platform will make every effort to help you identify the risks but does not undertake responsibility for non-platform orders.

4. Top-up, credit, and balance rules

Account top-ups usually result in pending payment orders. Only after the payment channel is successfully confirmed, the system verifies the signature, and the order amount matches the order information will the recharge limit be credited to your account.
The current planned recharge packages include 1 yuan, 2 yuan, 5 yuan, 10 yuan, 20 yuan, 30 yuan, 50 yuan, and other tiers; Actual open tiers, amounts, promotional offers, and purchase limit rules are subject to the App page and backend returns.
Recharging can be described in product descriptions as "topping up data" or "topping up phone credit," but essentially, it is to supplement your Realove account with available virtual credit, not to a real telecom operator, nor to pay the AI character or any natural person.
After the top-up is received, the available credit will be used according to platform rules for text, voice, video, image generation, gifts, red envelopes, or other services that have been opened. Different benefits may have different uses, and there is no guarantee that all balances will be deducted from all services.
The balance, consumption records, and backend transaction data displayed on the page may differ briefly due to network caching, paginated loading, cross-device synchronization, channel callback delays, and other reasons. In case of discrepancies, the verification results of platform backend orders, balance statements, and payment channel records shall prevail.
If you find that your recharge was successful but not credited, your balance shows abnormally, your transaction records are missing, or your order status is inconsistent, please contact the platform promptly through the app's customer service portal or official email, and provide your account, order number, payment channel transaction number, payment time, amount, and screenshots.

5. Deduction and Consumption Rules

Different interactive abilities may use different consumption methods. Text chats usually consume less credit; Capabilities such as voice messaging, voice calls, video calls, and image generation may consume more due to costs such as model calls, speech recognition, speech synthesis, digital human rendering, and image generation.
The system may first use the free quota corresponding to the current day's quota; If the free quota is insufficient, the available account balance will be deducted according to the rules. The specific order and rules are subject to system implementation and page display.
Gifts and red envelopes are paid expressions and are usually deducted from the paid balance already received, without using the daily free interaction quota.
The deduction amount may be calculated based on number of times, duration, service type, model cost, resource consumption, gift price, red packet amount, number of times membership benefits are used, or page display rules.
For continuous services such as calls, real-time voice, and video, the system may record charges based on factors such as start, end, duration, connection status, and whether the service actually consumes resources. If the service is not completed due to network interruptions, device permission closures, user disconnections, service anomalies, etc., the platform will verify and handle the matter based on actual records.
For images, audio, video, or other generative content, as long as the system has accepted your request and actually called the model or generated results, consumption may occur. Generated results are affected by prompts, model capabilities, safety rules, and material status, and may not fully meet your subjective expectations.
Reminders like low balance and character "phone credit running out" are only used to help you understand your account status. You can choose not to recharge; Platforms should not mislead, coerce, or deceive you to spend beyond your means.
If the balance is insufficient, exceeds the monthly spending limit, triggers minor protection, triggers risk control, or the service is not yet available, related payment functions may become unavailable.

6. Balance and Consumption Records

You can view available credit limits, free credit limits, top-up records, spending records, refund records, gift records, red envelope records, and more in the app's consumption records, balance page, or other platform portals.
Consumption records usually include fields such as transaction type, amount, changed balance, associated role, and creation date. The fields displayed may vary depending on the version, region, or payment channel.
Recharge records, payment channel transaction records, platform orders, balance records, and customer service handling records are important bases for verifying payment disputes. Please keep your payment receipts properly and do not delete key screenshots or SMS notifications.
For security, compliance, dispute resolution, and audit needs, the platform will retain orders, payment statuses, balance statements, refund records, customer service handling records, and risk control logs within the necessary period. Specific data processing rules also apply the Privacy Policy.
If you believe there is an error in your consumption record, you can contact customer service to request a verification. The platform makes judgments based on backend transaction data, payment channel records, service call records, device and network logs, and more.

7. Consumption limits, rational consumption, and risk control protection

Platforms may set rules such as single payment limits, daily spending limits, monthly spending limits, red envelope limits, gift limits, minor spending restrictions, abnormal account restrictions, etc., to prevent addiction, misoperations, fraud, money laundering, exploitation, or other improper behaviors.
The current system has a monthly consumption protection line, which may be adjusted based on user age, account status, risk level, regional requirements, or operational strategies. Minor accounts may be subject to lower monthly spending limits.
When you approach or reach the spending limit, the platform may restrict continued top-ups, gifting, red envelopes, membership purchases, or other high-cost features.
The platform has the right to delay arrival of abnormal orders, conduct manual review, verify identity, verify payment vouchers, request withdrawal restrictions, restrict refund applications, temporarily freeze virtual benefits, revoke abnormal gift benefits, or restrict certain account functions.
Situations triggering risk control include but are not limited to: abnormal payment information, frequent failed payments, suspected fraudulent charges, suspected minor payments without consent, frequent refunds, malicious refusals, abnormally multiple accounts, bulk registrations, reward cheating and referrals, interface attacks, bypassing clients, using illegal funds, and violations of laws, regulations, or platform rules.
Risk control handling does not mean the platform determines that you have violated regulations. The platform will conduct verification within a reasonable scope and, based on the verification results, restore, adjust, revoke, or continue to restrict related rights.

8. Refund Policy

Virtual services are characterized by immediacy, digitalization, and non-full returnability. Virtual gifts, red envelopes, completed or started calls, generated images/voice/videos, used chat credits, used membership benefits, triggered relationship events, etc., once actually used, generally do not support unconditional refunds.
You can contact customer service to request verification in the following situations:

Payment is successful but the platform has not yet received the funds;
Duplicate deductions for the same order or service;
Payment amount does not match the order amount;
Abnormal order status, incorrect benefit distribution, or repeated system deductions;
Service failure or obvious inability due to platform failure;
Minors paying fees that are significantly beyond their age, intelligence, or living needs without guardian consent;
Other circumstances stipulated by laws, regulations, or recognized by platform rules.

A refund request does not guarantee a successful refund. The platform will make judgments based on order status, payment channel records, whether benefits have been issued, whether benefits have been consumed, account behavior, risk control records, customer service materials, laws and regulations, and payment channel rules.
If part of the benefits has already been used, the platform can deduct the remaining amount after deducting the used portion based on actual consumption; If the balance is insufficient to debit the consumed benefits, the platform may refuse or adjust the refund amount.
Refunds are generally returned via the original payment method. The specific time for crediting depends on the payment channel, bank, platform review progress, and holiday arrangements.
If the order is processed by the Apple App Store, Google Play, or other third-party app stores, refunds may need to be requested according to the rules and portals of that channel. The platform will assist with verification within its capacity but cannot make the final refund decision on behalf of the channel.
Free quotas, event bonus quotas, coupons, compensation benefits, invitation rewards, character rewards, and other benefits not actually paid for are generally not refundable, cash-out, or invoice exchange.
Malicious refunds, false evidence, refusal to cooperate with verification after unauthorized sending, arbitrage by exploiting refund rules, and frequent abnormal refunds may lead the platform to restrict accounts, revoke rights, refuse subsequent transactions, or legally reserve the right to pursue accountability.

9. Minors pay

Realove's emotional companionship and paid features are mainly aimed at adults. Minors using Realove, especially before recharging, gifting, sending red envelopes, purchasing memberships, or using high-cost interactive services, must obtain the consent of their guardian and do so under their guidance.
Minors under eight years old should not pay independently. Minors over eight years old who pay fees that are clearly inappropriate for their age, intelligence, or life experience must obtain the consent or ratification of their guardian.
If guardians find that minors pay without consent, please contact the platform as soon as possible and provide the following materials for verification:

Proof of minor status or age;
Proof of guardianship relationship;
Realove account information;
Order number, payment channel transaction number, payment time, amount, and payment voucher;
Documents explaining that the purchase was made by a minor without guardian consent.

The platform will verify and handle matters based on laws and regulations, judicial practices, order amounts, consumption frequency, rights consumption, account usage, device and login records, and guardian management.
To protect minors, platforms may set lower spending limits, restrict certain payment features, strengthen identity verification, or require guardians to assist in handling the process. Guardians should also properly keep payment passwords, mobile verification codes, device unlock passwords, and account login status.

10. Price adjustments, event and service changes

The platform may adjust recharge tiers, gift prices, red envelope scopes, membership prices, free limits, deduction rates, spending limits, or benefit content based on model costs, supplier pricing, operational strategies, event arrangements, tax and fee changes, payment channel costs, laws, regulations, or product iterations.
Price and equity adjustments generally do not affect orders that were successfully paid and still valid before the adjustment; However, adjustments are not required due to laws, regulations, regulatory requirements, security risks, technical reasons, supplier service suspension, or force majeure.
Promotions, discounts, giveaways, limited-time gift packs, invitation rewards, and other activities may have expiration dates, quotas, regions, accounts, devices, channels, characters, or usage scenarios. If the event rules are inconsistent with this agreement, the special rules on the event page shall prevail, provided it does not violate laws or regulations.
The platform may correct, withdraw, or restrict the use of obviously mispriced prices, system errors in distribution, abnormal duplicate distribution, or benefits obtained through fraud, and reasonably explain to affected users within reasonable limits.
When the platform changes important payment rules, it will notify users via the app page, internal messages, announcements, agreement updates, or other reasonable means. If you do not agree to the changes, you may stop purchasing or using the related paid services.

11. Invoices and payment vouchers

If you actually paid through the platform's official payment channels and meet the invoicing requirements, you can apply for an invoice according to the platform's procedures. The specific invoice type, issuing entity, payable header, tax number, project name, invoice time, and supplementary material requirements are subject to the platform page or customer service instructions.
When applying for invoices, you should provide truthful, accurate, and complete invoicing information. If incorrect information you provide causes invoices to be invalid, unusable, or require reissuance, the platform will assist according to the actual situation.
Free quota, promotional gifts, discount reductions, refund portions, unpaid orders, failed payment orders, test orders, and mock orders generally do not support invoice issuance.
Orders paid through the Apple App Store, Google Play, or other third-party channels may be provided by the respective channels, including receipts, invoices, or payment receipts. Whether the platform can issue separate invoices depends on channel rules, tax rules, and the platform's actual capabilities.
Bills, receipts, SMS, bank debit records, and platform order records displayed through payment channels may all be used as proof of consumption.

12. Abnormal orders, account security, and user responsibilities

You should keep your account, verification code, password, device, payment tools, and biometric permissions safe. If you proactively disclose, lend accounts, share devices, fail to properly keep payment passwords, or allow others to use your account, you may bear the corresponding responsibility; Except as otherwise provided by laws and regulations.
If you find your account has been hacked, payment anomalies, actions by non-users, misuse by minors, abnormal balance reductions, or abnormal orders, please contact the platform and payment channels immediately, and promptly change your password, log out of suspicious devices, disable password-free payments, or take other security measures.
Platforms can suspend suspicious order processing, restrict high-risk features, require identity or payment proofs, delay benefit distribution, freeze abnormal benefits, or temporarily restrict accounts based on security needs.
Delays, failures, duplicate notifications, or bill display abnormalities caused by payment channels, banks, network operators, app stores, cloud services, model providers, device systems, force majeure, or third-party reasons will be handled by the platform and will do its best to assist in handling them, but does not promise to completely avoid all third-party impacts.
You must not obtain, use, or transfer virtual rights through vulnerabilities, plugins, scripts, API bypasses, batch registrations, fake payments, forged callbacks, forged credentials, malicious refunds, money laundering, fraud, or other improper means.

13. Service Suspension, Termination, and Rights Processing

If you proactively cancel your account, you should confirm the balance, unused benefits, orders, invoices, and refund application processing before cancellation. After account cancellation, free quotas, event benefits, character relationship events, gift records, and other items may no longer be available or restored.
If you voluntarily cancel your account or stop using the service, the consumed virtual services are usually not refunded. Whether unused recharge balances can be refunded, how to refund, and what documents are required are subject to platform rules, payment channel rules, laws and regulations, and actual verification results.
If an account is restricted, banned, or terminated due to violations of laws and regulations, platform agreements, security rules, content rules, payment rules, or risk control rules, the platform may suspend or terminate the relevant services. Unused payment balances and benefits will be handled according to violations, source of benefits, consumption, laws, regulations, and platform rules.
If the platform stops providing a paid service due to business adjustments, product discontinuation, major service changes, etc., the platform will notify in advance within a reasonable scope and, based on the nature of the rights, remaining validity period, unused usage, and legal and regulatory requirements, provide continued use, replacement rights, refund of unused balances, or other reasonable handling methods.
If services are suspended or terminated due to natural disasters, war, epidemics, government actions, regulatory requirements, cyberattacks, payment channel failures, changes in app store policies, vendor downtime, infrastructure failures, or other force majeure or third-party reasons, the platform will do its best to minimize the impact and handle related rights and interests in accordance with laws and agreements.

14. User inquiries, complaints, and dispute handling

If you have questions about orders, balances, charges, refunds, invoices, minor payments, or account risk control, you can contact us through the app's customer service portal or the customer service email support@realove.chat.
To verify the issue, you may need to provide account information, order number, payment receipt, screenshots of consumption records, device details, time of occurrence, operation path, and other materials. Please do not provide verification codes, complete bank card passwords, or other sensitive information to any unofficial channels.
The platform will verify and handle the complete materials as soon as possible. Complex issues may require joint verification by payment channels, app stores, banks, suppliers, or internal risk control systems, which can extend processing times.
The formation, performance, interpretation, and dispute resolution of this agreement shall be governed by the laws and regulations of the mainland region of the People's Republic of China. Where laws and regulations have additional mandatory provisions on consumer rights protection, minor protection, online transactions, e-commerce, personal information protection, etc., those provisions shall prevail.
In case of disputes arising from this agreement, both parties shall give priority to friendly consultation; If negotiation fails, the dispute resolution method stipulated in the User Agreement may be followed. If the User Agreement does not make explicit agreements, a lawsuit may be filed with the people's court with jurisdiction according to law.

15. Agreement Updates

The platform may adjust this agreement based on business changes, laws and regulations, regulatory requirements, payment channel rules, or product features.
After this agreement is updated, the platform will notify you via the app page, announcements, internal messages, pop-up windows, agreement version number, or other reasonable means.
If the updated content will substantially affect your paid rights, the platform will provide clearer reminders within reasonable limits. If you do not agree to the update, you may stop purchasing or using the related paid services; If you continue to use the paid service, it will be considered that you have accepted the updated agreement.
Matters not covered in this agreement shall be subject to the User Agreement, Privacy Policy, specific product pages, event rules, order pages, payment channel rules, and laws and regulations.