„OrangeGo" Nutzungsbedingungen

Aktualisiert: September 10, 2026Gültig ab: September 10, 2026

1. Service Description

1.1 Orange GO (the "Service") is a network acceleration service lawfully owned by Guangzhou Shangyu Information Technology Co., Ltd. (the "Company"), which holds all related rights. The Service is operated and supported by Hong Kong Aobao Technology Co., Ltd. The Service provides overseas Chinese and international students with dedicated-line acceleration for accessing internet services in mainland China, including but not limited to games, video, music and shopping. The Service is for your personal, non-commercial use only and may not be used for any commercial purpose; you must comply with all rights notices and related agreements contained in the Service.

1.2 You may not modify, copy, publish, rent, sell or otherwise use the content of the Service for any public or commercial purpose, and you may not use the content of the Service in any other service or media for any purpose.

1.3 The Service only guarantees acceleration quality and experience for compliant applications and websites within mainland China; other uses are not covered by the service quality guarantee. The Service may contain or link to third-party services that are independently operated; when using them you must comply with the third party's terms of service and privacy policy.

2. Account Registration, Security and Information Submission

2.1 To use the Service you must register an account and keep your account password safe. The account is for your own use only and may not be lent, transferred or sold. You must ensure that the account information you provide (such as email) is true, accurate and valid, and update it promptly if it changes. If your account cannot be used, is frozen or cancelled due to information you provided being untrue, untimely, incomplete or inaccurate, you bear the resulting consequences and liability.

2.2 Your account is identified by account name and password; please keep them safe. You bear any loss caused by disclosure of your account and password. If you discover that your account has been stolen, contact the Service promptly for confirmation, after which you have the right to request that all functions of your account be suspended. The Service assumes no responsibility for operations performed or losses suffered before the suspension.

2.3 To ensure account and transaction security, the Service may, based on risk-control needs, require you to complete real-name verification, or require additional identity information when enabling certain products or services for further verification. Your account may use the relevant products or services only after passing such verification.

2.4 Apart from the above, please do not send or submit any confidential or private information (or materials) to the Service; any information (or materials) you send or submit through the Service will be deemed non-confidential and non-proprietary.

3. User Conduct and Acceptable Use

3.1 You undertake not to use the Service for any act that violates applicable laws and regulations or infringes the rights of others. Any violation of the laws and regulations of the People's Republic of China or of your local jurisdiction is your own responsibility. If any violation occurs, the Service may terminate the user's account at any time without notice and is not responsible for the impact of such termination on you or any third party. This includes but is not limited to:

  • Improper, prohibited, illegal, criminal or fraudulent activities (including but not limited to port scanning, spam, hacking, phishing, digital piracy and credit card fraud);
  • False information and conduct, including registering with false information (such as a disposable email address) or frequently switching between multiple countries/regions with a non-enterprise contracted account;
  • Accessing violent, reactionary, defamatory, obscene or pornographic, gambling or other content prohibited by law;
  • Removing, without authorization, any copyright information or content from the Service or its copies;
  • Reverse engineering, disassembling or decompiling the Service without authorization;
  • Any act endangering computer network security using the Service, including but not limited to using unauthorized data or accessing unauthorized servers/accounts, attempting to interfere with or disrupt the normal operation of the Service system or website, or deliberately spreading malicious programs, code, files or viruses;
  • Infringing the rights of minors in any form;
  • Taking any measure that may impose an unreasonable or disproportionately large load on our infrastructure (such as long-term downloads or P2P downloads that saturate bandwidth);
  • Otherwise infringing or circumventing the foregoing.

3.2 The content of the Service is protected by laws and regulations. If you violate these Terms, you bear all resulting consequences and legal liability.

4. Subscription and Billing

4.1 Subscription and billing: Orange GO is a membership-based service. A subscription takes effect according to the selected plan upon purchase; specific benefits (duration, number of simultaneous devices, etc.) are as described on the purchase page. Auto-renewal is enabled by default for subscriptions. The system will automatically charge the payment method you have bound before the end of the current subscription period in order to continue the service.

4.2 Payment: the Orange GO client does not currently provide payment directly; subscription payments are completed on the official website or third-party platforms (such as the App Store or Google Play). If a charge fails due to the payment channel, we may suspend your membership benefits until the charge succeeds. We reserve the right to adjust subscription prices; price changes will be notified in advance before taking effect in a new period.

5. Cancellation Process

5.1 Cancellation: cancellation means that the user actively stops the auto-renewal of the current subscription. After cancellation, you may continue to use Orange GO within the current paid period until it ends. After that, the account automatically downgrades to free and no further fees are incurred. Cancellation is neither a refund nor account deletion.

5.2 How to cancel: the current version does not support self-service cancellation in the client; you must contact customer service. You can submit a request through the online customer service entry on the official website or in the client, or email contact@byonce.net with the subject "Cancellation Request". Please provide your registered email, order number (if any) and subscription plan type. Customer service will verify the information and complete the cancellation within 1 business day, and confirm by email upon success.

5.3 Benefits after cancellation: after cancellation you can still use all Orange GO services within the current paid period, including purchased lines and devices. After the period ends, no further automatic charge will be made. Cancellation does not trigger a refund; paid subscription fees are used for the purchased period and are non-refundable. Your account remains after cancellation and you may re-subscribe at any time.

5.4 Re-subscription: after cancellation you may re-subscribe at any time. Log in to the Orange GO client or official website, go to "Plans" or "Upgrade", select the desired plan and payment method; the subscription takes effect immediately after payment. Auto-renewal will be enabled by default for the selected plan.

5.5 Special situations:

  • If you subscribed through a third-party payment channel (such as the App Store or Google Play), you must cancel on that platform's subscription management page; Orange GO customer service cannot operate third-party subscriptions directly.
  • If a charge still occurs after cancellation and it is a duplicate charge not caused by user fault, the duplicated amount will be fully refunded after verification in accordance with the Refund Rules.
  • If you find that your account was subscribed or charged without your action, contact customer service immediately with evidence; after verification we will assist with cancelling the subscription and handle it under the Refund Rules.

5.6 Cancellation turnaround: customer service completes cancellations within 1-3 business days. After success, the system automatically sends a confirmation email to your registered email; contact customer service if you do not receive it.

6. Refund Rules

6.1 Refund vs cancellation: refunds and cancellations are independent operations. Cancellation only stops future auto-renewal and does not trigger a refund for the current period; a refund is a request to return fees already paid. These Refund Rules are made in accordance with consumer protection laws and regulations and the characteristics of network acceleration services.

6.2 7-day cooling-off refund: under consumer protection law, users have a 7-day cooling-off period after purchasing a subscription. During this period, if the user has not started using the service (i.e., the account has not been activated and there are no connection records), a full refund may be requested. Please provide your registered email and order number. Customer service will verify account usage and process qualifying requests with a full refund.

6.3 Refund situations: beyond the 7-day cooling-off period, users meeting the following special situations may request a refund:

  • If a technical issue prevents connection and customer service cannot resolve it, refund in proportion to the remaining service duration. Customer service will verify fault records and connection logs to confirm eligibility and the refund amount.
  • For duplicate charges (not caused by user fault), the duplicated amount is fully refunded after verification.
  • For services already activated or beyond the cooling-off period: no refund is available; you may contact customer service to switch to another plan.

6.4 How to apply: submit an application via online customer service or by email to contact@byonce.net (subject "Refund Request"). The process is as follows: first, the user submits the request with the required information; second, customer service accepts and verifies it within 1 business day; third, for qualifying requests customer service confirms the refund amount and initiates the refund, and for non-qualifying requests explains the reason and offers alternatives; fourth, after the refund is initiated the user receives a confirmation email.

6.5 Refund arrival: refunds are returned to the original payment account. Processing takes about 3 to 7 business days; the actual arrival time depends on the payment channel or bank. If you have not received the refund after 7 business days, contact customer service to check the progress. The refund amount is the amount actually paid, excluding differences caused by exchange-rate fluctuations or payment channel fees. If you used a coupon or discount code, the refund is calculated on the amount actually paid and the coupon or code is not returned.

7. Complaints

7.1 Scope of complaints: users may submit complaints to Orange GO regarding:

  • Service quality issues: unstable lines, connection failures, below-standard speed, frequent disconnections, etc.;
  • Subscription and billing issues: abnormal charges, duplicate charges, incorrect subscription status, refunds not received, etc.;
  • Customer service issues: untimely responses, poor attitude, unresolved issues, etc.;
  • Account security issues: account theft, abnormal logins, personal information leakage, etc.;
  • Other reasonable complaints related to Orange GO products or services.

7.2 Complaint channels: users may submit complaints through any of the following channels:

  • Customer service: via the customer service entry on the official website or in the client, suitable for general questions and instant inquiries, with immediate responses during working hours.
  • Complaint email: email contact@byonce.net with the subject "Complaint", suitable for complex complaints requiring evidence, accepted within 5 business days.
  • Feedback: submit a ticket via the official website Help Center, suitable for technical issues and fault reports, accepted within 1 business day.

When complaining, please provide as much of the following information as possible: registered email, order number or subscription information, the time and scenario of the issue with a detailed description, relevant screenshots or logs or other evidence, and your expected outcome.

7.3 Complaint process:

  • Step 1, acceptance. After receiving the complaint, customer service confirms acceptance within 1 business day and informs the user of the complaint number.
  • Step 2, verification. Customer service verifies the complaint, including checking system records, contacting relevant technical staff for investigation, and communicating with the user for additional information.
  • Step 3, reply. General complaints receive a result or solution within 3 business days; complex complaints (such as those involving technical investigation or payment channel verification) receive a reply within 7 business days.
  • Step 4, resolution. If the user is satisfied with the result, the complaint is closed.

7.4 Complaint timelines: acceptance confirmation is completed within 1 business day. General complaints are handled within 3 business days. Complex complaints are handled within 7 business days. If special circumstances (such as payment channel verification or third-party cooperation) prevent meeting the committed timeline, customer service will explain the reason in advance and inform the user of the expected completion time.

7.5 Complaint principles:

  • Fairness and objectivity: based on facts, without favoring either party, protecting users' lawful rights and interests.
  • Timely response: strictly observe the committed timelines at each stage, without delay or deflection.
  • Confidentiality: personal information, payment information and complaint content involved in handling are kept strictly confidential and used only for handling the complaint.
  • Record retention: all complaint and handling records are retained for at least 12 months for inquiry and audit.
  • Continuous improvement: regularly summarize and analyze complaint data to identify common issues in products and services and drive continuous improvement.

7.6 Handling standards for common complaints:

  • Service quality complaints: if verified as a server-side issue, compensate service duration in proportion to the remaining duration based on the impact time and severity, or handle it under the Refund Rules. For issues caused by the user's local network, device or target platform, customer service will provide technical assistance and optimization advice.
  • Billing and subscription complaints: for abnormal or duplicate charges verified as not caused by user fault, fully refund the abnormal amount. For refunds not received, assist in checking the payment channel's progress. For incorrect subscription status, correct it immediately after verification and compensate for the resulting service interruption.
  • Account security complaints: for stolen accounts, assist the user in resetting the password and recovering the account, investigate abnormal transactions and handle them under the Refund Rules. For personal information leakage, immediately start a security investigation, take necessary protective measures and notify the user in accordance with law.

8. Intellectual Property

8.1 All intellectual property such as trademarks and copyrights of the Service, and all information content related to the Service, including but not limited to text and combinations thereof, icons, decorations, charts, colors, interface designs, layout frameworks, related data, printed materials or electronic documents, are protected by copyright law, international copyright treaties and other intellectual property laws and regulations. Without the written consent of the Service, you may not disseminate, modify, copy, distribute, rent, sell or otherwise use the Service's information, text, music, images, trademarks, logos and other content.

8.2 The Service does not grant you any intellectual property license in any way; please comply with relevant laws and regulations.

9. Service Availability and Limitation of Liability

9.1 The information of the Service is provided "as is" without any express or implied warranty of any kind. We expressly disclaim all warranties, whether express or implied, including but not limited to merchantability, fitness for a particular purpose or non-infringement. We do not guarantee that the Service will meet your requirements, or that it will be uninterrupted, timely, secure or error-free.

9.2 Use of the Service involves internet services and may be affected by unstable factors at various stages. There is a risk of service interruption or failure to meet user requirements due to force majeure, computer viruses, hacker attacks, system instability, the user's location, device shutdown, or any other network, technical or communication line issues; users must understand and bear these risks.

9.3 The Service is not liable for any direct, indirect, punitive, special or incidental losses arising from the use of or links to the Service, including but not limited to business, revenue, profit, goodwill, data or other losses. To the maximum extent permitted by law, the Company's aggregate liability shall not exceed the fees you have paid for the relevant service.

9.4 The Service is for lawful use only; please comply with the terms of service of the platforms you access. Consequences arising from a user's violation of relevant platform rules are borne by the user.

10. Changes and Termination

10.1 The Company may update these Terms from time to time; updates will be published on this page with the "Last updated" date revised. We will remind you of material changes via website announcements or in-app notices. Continued use of the Service constitutes acceptance of the updated Terms.

10.2 You may stop using the Service and delete your account at any time. If you violate these Terms, the Company has the right to suspend or terminate your account and service. After termination, provisions that by their nature should survive (such as disclaimers and limitations of liability) remain effective.

11. Governing Law and Dispute Resolution

11.1 These Terms of Service, and any separate agreement under which we provide services to you, shall be governed by and construed in accordance with the laws of Hong Kong, China.

11.2 If any provision of these Terms is wholly or partially invalid, the validity of the other provisions shall not be affected.

12. Contact Us

If you have any questions about these Terms, you may contact our customer service team via the Help Center, or email contact@byonce.net. Official website: www.byonce.net.