XOOBAY Platform Customer Support Policy

Welcome to the XOOBAY Platform! This XOOBAY Platform Customer Support Policy (hereinafter referred to as the "Support Policy") is intended to clarify the scope, methods, standards, and rights and obligations of both parties regarding the support services provided by the XOOBAY Platform (hereinafter referred to as the "Platform") to platform users (hereinafter referred to as "Customers"), ensuring professional and efficient services in cross-border shopping scenarios.

Special Statement: In accordance with Hong Kong laws and regulations such as the Electronic Transactions Ordinance (Cap. 553), Trade Descriptions Ordinance (Cap. 362), Consumer Goods Safety Ordinance (Cap. 456), and Consumer Council Ordinance (Cap. 216), the Platform only acts as a technical service and transaction matching platform. It provides technical support, process guidance, and information transmission services for transactions between Customers and third-party sellers on the Platform (hereinafter referred to as "Sellers"). The Platform does not directly participate in commodity sales or cross-border trade operations, nor does it constitute any party in the sales contract relationship. The Platform shall not assume any responsibility on behalf of Sellers for product quality, fulfillment of delivery obligations, after-sales support, etc. Meanwhile, the Platform shall not be liable for the following matters:

1. Any customs clearance-related issues, including but not limited to preparation of customs clearance materials, authenticity verification, submission of declarations, as well as customs clearance delays, failures, and return of goods caused by non-compliant materials, policy changes, or customs administrative actions. According to the Import and Export Declaration Rules of the Hong Kong Customs and Excise Department, the obligation to accurately declare imported and exported goods rests with the importer/exporter of the goods or their authorized representatives. The Platform does not have the qualification or statutory obligation to make such declarations.

2. Any tax-related issues, including but not limited to calculation, declaration, payment, and supplementary payment of import duties and value-added tax, as well as penalties and late payment fees resulting from tax non-compliance. Such liabilities shall be borne by the tax obligor in accordance with Hong Kong tax laws and regulations.

3. Capital security issues caused by Customers' own reasons, including but not limited to leakage of account information, operational errors (e.g., incorrect entry of receiving information, duplicate payments), and capital losses arising from the use of non-cooperative payment channels publicly announced by the Platform.

4. Customers are requested to carefully read this Support Policy before seeking support to fully understand their rights and obligations. The Platform's services shall be provided in accordance with the provisions of this Support Policy.

1. Overview of Customer Support Services

The XOOBAY Platform is committed to providing high-quality, full-link support services at the platform level to global Customers, ensuring a smooth and secure cross-border shopping experience. Our support services cover core scenarios throughout the entire lifecycle of domestic and international orders, including consultation on platform rules, provision of basic information on cross-border logistics channels (not a service commitment), assistance with multi-currency payment processes (only for cooperative payment channels publicly announced by the Platform), interpretation of public information on international compliance policies (not special guidance on customs clearance/taxation), and cross-language communication assistance (not official certified translation). These services aim to resolve issues related to platform functions and rules that Customers may encounter when using the Platform's services and interacting with Sellers.

The Platform does not directly participate in commodity sales and shall not be liable for the quality of products provided by Sellers, the authenticity of product descriptions, Sellers' ability to fulfill obligations, or after-sales commitments made by Sellers. In accordance with the Trade Descriptions Ordinance, Sellers must ensure the authenticity and accuracy of product descriptions in the course of business and shall not make false or misleading statements. Such liabilities shall be borne independently by Sellers. The Platform does not intervene in the actual operation of customs clearance or taxation, nor does it bear risks related to capital security caused by Customers' own reasons. The responsible parties for the aforementioned matters shall be Customers, Sellers, or relevant service providers (e.g., customs clearance agents, non-cooperative payment institutions).

2. Support Service Channels

To meet the communication habits of Customers in different countries/regions, the XOOBAY Platform provides multi-channel and multi-language support services, as detailed below:

2.1 Official Email Support

Scope of Services: Covers all types of platform-level issues, including consultation on order rules, inquiries about logistics channel information (for cooperative logistics channels of the Platform), assistance with payment processes (for cooperative payment channels publicly announced by the Platform), and interpretation of compliance policies (excluding customs clearance/taxation).Response Time: Within 24 hours (working days, excluding public holidays); responses will be delayed accordingly for public holidays.Email Address: help@xoobay.comSupported Languages: English, Chinese (Simplified/Traditional), Russian, German, Korean, and other major languages.Recommendation: Customers are advised to include "Country/Region + Issue Type + Order Number" in the email subject (e.g., "HK - Order Rules - ORD2024XXXX") to facilitate quick identification of the issue.

Unsupported Scope: Appeals for customs clearance failures, consultation on supplementary tax payment, and claims for capital losses caused by Customers' own reasons (e.g., account information leakage, payments via non-cooperative channels). Such issues shall be resolved by Customers through negotiation with Sellers, customs clearance agents, tax authorities, or other relevant responsible parties.

2.2 Official Website Live Chat

Scope of Services: Real-time platform-level consultation, including inquiries about order status (only based on the display data of the Platform system), assistance with payment verification (only for cooperative payment channels publicly announced by the Platform), and guidance on platform operation functions.Response Time: Connection within 1-5 minutes during service hours.Service Hours: 8:00-24:00 Hong Kong Time (covering core shopping time zones worldwide).Language Support: Automatic language recognition; Customers can switch the language of the human customer service according to their needs.

Unsupported Services: Practical guidance on customs clearance processes, calculation of tax amounts, and solutions to capital security issues caused by Customers' own reasons (e.g., operational errors, password leakage). The aforementioned matters are not within the scope of the Platform's services.

2.3 Cross-Border Dedicated Phone Support

Scope of Services: Handling urgent platform-level issues, including assistance with post-order cancellation processes on the Platform, synchronization of logistics channel information (for cooperative logistics channels of the Platform), and troubleshooting of payment failures (only for cooperative payment channels publicly announced by the Platform).Response Time: Connection within 30 seconds during service hours.Dedicated Phone Number: +852 9195 0500Accessibility: International roaming is required for overseas Customers to make calls.Language Support: Multi-language customer service.Service Hours: Same as the Live Chat service hours.

Unsupported Scope: Complaints about customs detention of goods, handling of tax disputes, and claims for compensation for account theft not caused by the Platform's security vulnerabilities. The Platform only provides assistance for theft caused by its own security vulnerabilities; liabilities for theft caused by Customers' own reasons shall be borne by the Customers themselves.

2.4 Localized Community Support

Scope of Services: Addressing regional platform-level issues, including interpretation of platform rules in specific regions, sharing of logistics channel information (for cooperative logistics channels of the Platform), and platform guidance on confirmation of after-sales addresses.Response Time: Within 1 hour.Community Setup: Telegram communities are established for core markets such as Europe, America, Southeast Asia, Japan, and South Korea, with local customer service staff providing region-specific policy interpretations at the platform level.

Unsupported Services: Official interpretation of regional customs clearance policies, explanation of regional tax standards, and assistance with capital issues caused by Customers' own operational errors (e.g., incorrect entry of order information). The aforementioned matters shall be addressed by Customers through official channels (e.g., customs authorities or tax authorities of the destination country) or via negotiation with relevant responsible parties (e.g., Sellers).

2.5 AI Support (Intelligent Customer Service Robot)

Scope of Services: Answering basic platform-level questions, including platform rules, common FAQs (excluding customs clearance/taxation content), and inquiries about order status (only based on the display data of the Platform system).Response Time: Real-time.Access Entry: Located on the homepage of the official website and APP; provides 24/7 uninterrupted service. It will automatically transfer to human customer service when encountering complex issues.

Function Limitations: No module for answering customs clearance or tax-related questions; does not handle inquiries about capital security issues caused by Customers' own reasons. Customers shall contact the corresponding responsible parties to resolve such issues.

3. Types of Support Services (Including Cross-Border E-Commerce-Specific Services)

The XOOBAY Platform's support services cover all scenarios related to platform functions and rules in cross-border shopping. In addition to basic services, it also provides platform-level specialized support tailored to the characteristics of cross-border e-commerce, as detailed below:

3.1 Platform Support for the Entire Order Lifecycle

• Order Creation Support: Assists Customers in understanding matters such as "platform format specifications for filling in overseas addresses, basic platform requirements for verifying recipient information (not official customs clearance review standards), and platform operation processes for combining/splitting multiple items in an order" to ensure that order information complies with the Platform's cross-border fulfillment rules and standards. The accuracy of product information and fulfillment commitments after order placement shall be the responsibility of Sellers. In accordance with the Trade Descriptions Ordinance, Sellers shall bear legal liability for the authenticity of product information; the Platform shall not bear relevant liabilities. Customs clearance issues caused by incorrect address entry shall be resolved by Customers through negotiation with Sellers; the Platform will not provide assistance.
• Order Modification and Cancellation Support: Assists Customers in modifying the address or removing items from a cross-border order after payment but before shipment (subject to compliance with both platform rules and the modification permissions set by Sellers). For order cancellation requests that comply with platform rules, the Platform will assist in coordinating with Sellers to avoid unnecessary cross-border logistics costs. Whether an order can be modified/canceled and the relevant liability for breach of contract shall be determined by Sellers and Customers in accordance with their mutual agreement. The Platform only provides process assistance and does not have the right to force Sellers to accept modification/cancellation requests. The Platform shall not be liable for customs clearance delays or supplementary tax payments caused by delayed order modifications.
• Order Status Tracking Support: Provides full-node visualized tracking services, including "shipment from domestic warehouse (node of the logistics provider connected to the Platform) - international trunk transportation (logistics track displayed on the Platform) - preparation for customs clearance at the destination country (notification from the logistics provider associated with the Platform) - local delivery (information from the logistics provider associated with the Platform)". Meanwhile, the Platform will send logistics node reminders to Customers via SMS/email and support platform-linked inquiries about the logistics tracking number of the local logistics provider at the destination country. The progress and results of the customs clearance process, as well as the payment of relevant taxes, shall be handled by Sellers and Customers. According to the regulations of the Hong Kong Customs and Excise Department, the declarant for customs clearance shall be liable for the accuracy of the declared content. The Platform does not provide customs clearance status tracking or tax payment services on behalf of others. Issues such as logistics delays, lost or damaged packages shall be resolved by Sellers through negotiation with logistics providers; the Platform only assists in providing logistics track information and does not bear compensation liabilities. The Platform shall not be liable for capital losses caused by Customers' own reasons (e.g., failure to check logistics notifications in a timely manner).

3.2 Platform-Specific Support for Cross-Border Logistics

• Logistics Solution Consultation: Based on the logistics characteristics, timeliness requirements, and budget of the Customer's country/region, provides basic information on compliant logistics channels cooperated with the Platform (e.g., Yanwen, DHL, FedEx, postal parcels, dedicated line logistics), including detailed explanations of the timeliness range (reference value), freight standards (reference price displayed on the Platform), and platform reminders of logistics risks. The selection of logistics channels, actual freight costs, and quality of logistics services shall be determined by Sellers and Customers through mutual agreement; the Platform shall not bear direct liability for logistics services. Customers shall consult Sellers or logistics providers regarding customs clearance requirements and tax prepayment policies related to logistics channels; the Platform will not provide relevant answers.
• Customs Clearance Assistance (Information Guidance Only): Provides a platform reference list of materials required for customs clearance at the destination country (compiled based on public information, not an official mandatory requirement), and guides Customers to prepare materials in accordance with platform prompts. However, the Platform does not assume responsibility for verifying the authenticity of materials or submitting them for customs clearance. When issues such as customs clearance delays, supplementary payment of customs duties, or detention of goods arise, the Platform will only assist Customers in contacting Sellers to provide transaction-related supporting documents (e.g., commercial invoices) and will not directly engage with customs clearance agents or customs authorities. Whether customs clearance is approved, the resolution of customs clearance delays, and the bearing of relevant taxes and fees shall be determined by Sellers and Customers in accordance with their agreement. According to the regulations of the Hong Kong Customs and Excise Department, the declarant shall bear losses caused by customs clearance failures; the Platform shall not bear any liability for customs clearance failures or supplementary tax payments.
• International Logistics Anomaly Handling: For issues such as "lost logistics packages, damaged packages, and incorrect delivery addresses (cross-border segment)", the Platform assists Customers in providing feedback to Sellers, provides evidence of logistics anomalies obtained by the Platform, and coordinates with Sellers and domestic/overseas logistics providers to initiate claims processes. The final solution and compensation liability shall be determined by Sellers and Customers through negotiation; the Platform shall not assume compensation obligations on behalf of Sellers. The Platform shall not be liable for customs clearance delays or tax losses caused by logistics anomalies.

3.3 Platform Support for Multi-Currency Payment and Cross-Border Finance

• Payment Issue Resolution (Only for Cooperative Payment Channels Publicly Announced by the Platform): Assists in handling issues such as "multi-currency payment failures (troubleshooting of cooperative payment channels of the Platform, e.g., platform prompts for card organization intercepts, platform explanations of amount mismatches caused by exchange rate fluctuations), interpretation of platform rules on cross-border payment service fees, and explanation of platform processes for refund arrival time". The Platform collaborates with cooperative payment institutions to investigate the causes of issues and ensure the smooth flow of funds in the platform payment process. The actual causes of payment failures (e.g., insufficient funds in the card, bank risk control intercepts, use of non-cooperative payment channels by Customers) and the refund amount/timeline shall be determined by Sellers and payment institutions; the Platform only provides process assistance and does not bear liability for capital losses. The Platform shall not be liable for capital security issues caused by Customers' own operational errors (e.g., duplicate payments, incorrect entry of amounts) or leakage of account information.
• Payment Security Guarantee (Only for Platform Security Vulnerabilities): In the event of "unauthorized payments or account theft caused by platform security vulnerabilities", the Platform will immediately assist Customers in initiating payment appeals at the platform level, simultaneously freeze funds for abnormal orders on the Platform, and cooperate with cross-border payment institutions to trace the source of funds. The Platform adopts encryption technology that meets the standards of the Electronic Transactions Ordinance to ensure the security of electronic transactions and the legal validity of electronic records and electronic signatures. The Platform shall not bear compensation liability for account theft or capital losses caused by Customers' own reasons (e.g., password leakage, stolen devices, clicking on phishing links), but will only provide guidance on the appeal process and assistance with querying transaction records.

3.4 Platform Support for Cross-Border Products and Compliance

• Cross-Border Product After-Sales Assistance: For issues such as "product quality problems (cross-border inspection certificates are required) and size/specification mismatches (must comply with the standards of the destination country)", the Platform assists Customers in negotiating with Sellers on solutions such as "cross-border return and exchange (platform process guidance)" or "cross-border refund + compensation voucher", and clarifies the platform-level return and exchange process, platform rules on freight bearing, and platform timeline for refund arrival. Whether the product quality meets standards, whether the size matches, and the determination of after-sales liability shall be made by Sellers and Customers through negotiation. In accordance with the Consumer Goods Safety Ordinance, Sellers must ensure that the products supplied meet reasonable safety standards; the Platform shall not assume after-sales compensation liability on behalf of Sellers. Customs clearance and tax issues related to returns and exchanges shall be handled by both parties independently; the Platform will not provide assistance.

3.5 Platform Support for Cross-Language and Localization Services

• Cross-Language Communication Coordination: Provides platform-level written document translation (not official certified translation, for information transmission purposes only) and real-time communication assistance when Customers communicate with domestic Sellers or overseas logistics providers, so as to eliminate language barriers. The authenticity of the communication content and the final agreement reached shall be the responsibility of the communicating parties; the Platform shall not bear liability for translation errors or communication disputes. The Platform does not provide translation services for communication content related to customs clearance or taxation.
• Localized Service Connection: Assists Customers in connecting with information on local service resources at the destination country that are cooperated with the Platform (e.g., product installation services, contact information for local after-sales maintenance), and conducts formal verification of the qualifications of localized service providers at the platform level. The quality of services and service fees shall be determined by Customers and localized service providers through mutual agreement; the Platform shall not bear liability for services. Tax issues related to localized services shall be handled by Customers independently; the Platform will not provide assistance.

4. Response Time for Support Services

Based on the urgency of issues and the complexity of cross-border scenarios, the XOOBAY Platform has established a hierarchical response time system to ensure service efficiency. The response time starts from the date when the Customer submits complete inquiry information:

4.1 Urgent Issues

Definition: Issues that affect the platform-level order process or the flow of funds in cooperative payment channels publicly announced by the Platform, such as unpaid refunds for canceled orders on the Platform (for cooperative payment channels of the Platform) and account theft caused by platform security vulnerabilities.Response Time: Real-time response (email responses will be provided within 24 hours, with delays for public holidays).Recommendation: Customers are advised to prioritize the cross-border dedicated phone line or Live Chat channel.

Excluded Scope: Urgent customs clearance issues, urgent consultation on supplementary tax payment, and urgent requests for capital security caused by Customers' own reasons. Such issues are not within the scope of the Platform's urgent support.

4.2 Regular Issues

Definition: Platform-level consultation issues that do not affect core rights and interests, such as inquiries about platform rules on product compliance (excluding customs clearance compliance), platform estimates of logistics timeliness, and platform explanations of payment service fees.Response Time: Within 24 hours (working days, excluding public holidays); responses will be delayed accordingly for public holidays.Channel Access: Customers may use any of the support channels for inquiries.

Excluded Scope: Consultation on customs clearance rules, consultation on tax calculation, and consultation on capital issues caused by Customers' own operational errors. Such issues shall be addressed by Customers by contacting the corresponding responsible parties.

4.3 Complex Issues

Definition: Cross-border issues that require collaboration across multiple platform departments, such as coordination of platform processes for cross-border returns and exchanges, and troubleshooting of anomalies in cooperative payment channels of the Platform.Response Time: A preliminary platform-level plan will be provided within 48 hours, and the progress of handling will be updated simultaneously.Recommendation: Customers are advised to submit inquiries via email and attach complete supporting materials (e.g., order screenshots, communication records) to facilitate efficient handling by the support team.

Excluded Scope: Coordination of customs clearance disputes, handling of tax disputes, and development of solutions for capital losses caused by Customers' own reasons. The Platform has no obligation to handle the aforementioned matters.

5. Issue Resolution Time

The XOOBAY Platform has established clear resolution timeframes for cross-border platform issues of varying complexity. The resolution time starts from the date when the Customer provides complete required materials, and the resolution result will be sent to the Customer via the reserved mobile phone number/email:

• Simple Issues: Issues such as platform-based inquiries about order status, platform-based confirmation of logistics nodes, and platform-based reissuance of payment vouchers (for cooperative payment channels of the Platform) will be resolved within 24 hours.
• Regular Cross-Border Issues: Issues such as platform-based troubleshooting of cross-border payment failures (for cooperative payment channels of the Platform) and platform-based modification of logistics addresses (before shipment and in compliance with the seller's permission settings) will be resolved within 3 working days (excluding public holidays). During this period, the support team will update the Customer on the progress of handling at least once.
• Special Issues: For issues such as platform-based order rule adjustments caused by sudden policy changes in the destination country and platform-based assistance with notifications for cross-border product recalls, a platform-level solution will be provided within 24 hours after the policy is clarified, and assistance will be given to coordinate with Sellers for follow-up procedures.

Excluded Scope: Resolution of customs clearance adjustments or tax changes caused by sudden policy changes. Such issues shall be addressed by Customers through negotiation with Sellers or tax authorities.

6. Customer Responsibilities

To ensure the efficient resolution of cross-border platform issues, Customers shall fulfill the following responsibilities. Any losses resulting from failure to fulfill these responsibilities shall be borne by the Customers themselves:

1. Provide Accurate and Complete Information: When seeking platform support, Customers must provide "order number, registered mobile phone number/email, issue description (including time and involved parties), and supporting materials (e.g., logistics screenshots, payment vouchers)" to ensure consistency with the Platform's records. In accordance with the Trade Descriptions Ordinance, both parties to the transaction shall be responsible for the authenticity of the information provided. Any customs clearance issues, tax issues, or capital losses caused by inaccurate information shall be borne by the Customers.
2. Timely Supplement Required Information: Customers must provide materials requested by the support team (e.g., return shipment tracking number, payment card statement screenshot for cooperative payment channels of the Platform) within 48 hours. Any delays in issue resolution caused by failure to provide materials on time shall be the responsibility of the Customers.
3. Independently Handle Customs Clearance and Tax Matters: Customers shall independently obtain information on local customs clearance rules and tax standards through official channels (e.g., customs authorities or tax authorities of the destination country), prepare customs clearance materials on their own, and bear the relevant costs. According to the regulations of the Hong Kong Customs and Excise Department, any losses caused by failure to complete customs clearance declarations or tax payments as required shall have no connection to the Platform.
4. Ensure the Security of Own Account Funds: Customers shall properly keep their account information (e.g., passwords, payment verification codes), operate platform functions in a standardized manner, and only use cooperative payment channels publicly announced by the Platform. In accordance with the Electronic Transactions Ordinance, Customers shall be responsible for the security of their own electronic signatures and account usage. Any capital security issues caused by the Customers' own reasons shall be borne by the Customers.
5. Comply with Communication Norms and Platform Rules: When communicating with the support team, Customers shall observe international business etiquette and shall not use abusive or threatening language. In case of malicious harassment, repeated submission of invalid requests (e.g., claims for customs clearance liability, claims for capital losses caused by personal reasons), the Platform reserves the right to restrict the Customer's access to support services (e.g., retaining only email support). For serious cases, the Platform may suspend the Customer's platform account in accordance with the XOOBAY User Agreement.

7. Issue Escalation Process

If Customers are not satisfied with the initial solution or handling progress provided by the Platform, they may apply for issue escalation. The XOOBAY Platform will handle escalated issues in accordance with the following process, and the scope of escalation is limited to platform service-related issues:

1. Level 1 Escalation (Review by Senior Customer Service): Within 3 working days of receiving the initial response from the Platform, Customers may submit an "escalation application + reasons for dissatisfaction + supplementary materials" through the original support channel. The Platform will arrange a senior customer service staff with more than 5 years of cross-border e-commerce platform support experience to re-review the platform service-related issue within 24 hours and provide an optimized solution based on the Customer's demands.

Excluded Scope: Escalation applications for customs clearance issues, tax issues, and capital security issues caused by Customers' own reasons will not be accepted.

1. Level 2 Escalation (Intervention by Support Manager): If the platform service issue is not resolved after Level 1 Escalation, Customers may send a "Level 2 Escalation Application" (marked with "Escalation - Order Number - Customer ID") to help@xoobay.com within 2 working days of receiving the Level 1 solution. A dedicated team led by the support manager will be established to issue a written solution within 48 hours.

Excluded Scope: This escalation does not cover the handling of customs clearance disputes, tax disputes, or capital losses caused by Customers' own reasons.

1. Final Escalation (Ruling by Customer Service Director): If the Level 2 solution still fails to meet the Customer's reasonable demands, Customers may submit a "Final Escalation Application" to support@xoobay.com within 1 working day of receiving the Level 2 solution. The Customer Service Director will make a final ruling (platform-level final result) within 3 working days.

Excluded Scope: This escalation process does not cover demands related to customs clearance, taxation, or capital security caused by Customers' own reasons. Such demands shall be resolved by Customers through negotiation with Sellers, logistics providers, or relevant institutions, or by claiming rights through legal channels such as the Hong Kong Consumer Council.

8. Feedback and Complaint Mechanism

The XOOBAY Platform values Customer feedback and regards it as a core basis for optimizing cross-border support services:

• Regular Feedback: Customers may submit suggestions for platform support services (e.g., channel optimization, process simplification) through the "Support Service Feedback Portal" on the official website. The Platform will provide feedback on the handling opinions within 5 working days.

Excluded Scope: Feedback regarding the lack of customs clearance or tax services, and suggestions for compensation for capital losses caused by Customers' own reasons will not be accepted.

• Complaint Handling: If Customers are dissatisfied with the platform support services (e.g., delayed responses, unreasonable solutions), they may send a complaint email to support@xoobay.com, including "complaint details, communication records, and demands". The complaint specialist will accept the complaint within 24 hours and provide a result within 3 working days.

Excluded Scope: Complaints about customs clearance failures, tax disputes, or capital losses caused by Customers' own reasons will not be accepted. Such issues shall be resolved by Customers through negotiation with relevant parties or by filing complaints with law enforcement agencies such as the Hong Kong Customs and Excise Department or the Inland Revenue Department.

• Feedback Closure Loop: The handling results of all feedback and complaints will be synchronized to the "Customer Account - Support Records" for Customers to view at any time. Common platform-level issues will be included in the quarterly optimization plan and publicly announced.

9. Policy Revision and Effectiveness

• The Platform reserves the right to revise the content of this Policy in accordance with updates to Hong Kong laws and regulations, adjustments to cross-border e-commerce industry standards, and platform business upgrades, to ensure compliance with relevant legal requirements such as the Electronic Transactions Ordinance and Trade Descriptions Ordinance.
• After revision, the Policy will be published in the "Legal & Policies" section of the XOOBAY official website (marked with the "Revision Date"). The revised Policy will take effect on the 7th calendar day after the publication date. During the publication period, Customers may submit opinions via support@xoobay.com, and the Platform will adjust the Policy based on reasonable opinions.
• If Customers continue to use the platform support services after the revised Policy takes effect, it shall be deemed that they have accepted the revised Policy. If Customers do not accept the revised Policy, they may terminate the use of the services and contact the Platform to process account cancellation and other related procedures.

10. Contact Us

For inquiries about the content of this Policy or consultations on cross-border platform support services, please contact us through the following channel:

• Official Email: support@xoobay.com (dedicated to policy consultations, with responses within 24 hours; multi-language support available)

Effective Date: October 20, 2025