Frequently Asked Questions 常见问题

Cloud sponsorship is a remote sponsorship program where you financially support a rescue dog without physically sponsoring them. You choose a dog, make weekly donations that go directly to their shelter, and receive weekly video updates showing their progress. It's perfect for people who want to help but can't commit to traditional sponsorship due to distance, living situation, or lifestyle.

云赞助是一种远程赞助计划，您可以在不实际领养的情况下为救助犬提供经济支持。您选择一只狗狗，每周捐款直接支付给它们的救助站，并每两周收到一次视频更新展示它们的进展。这非常适合那些想要帮助但因距离、居住条件或生活方式而无法承诺传统领养的人。

100% of your donation goes directly to the shelter caring for your cloud-sponsored dog (minus payment processing fees from Stripe, typically 2.9% + $0.30). The funds cover food, medical care, shelter maintenance, and staff costs, while a 5% maintenance fee supports ongoing mobile app development and customer service.

您100%的捐款直接支付给照顾您云赞助狗的救助站（扣除Stripe的处理费用，通常为2.9% + $0.30）。这些资金用于食物、医疗护理、救助站维护和员工成本，另外5%的维护费用用于支持手机应用开发和客户服务。

Yes! If you develop a strong bond with your cloud-sponsored dog and want to bring them home, you can arrange a physical sponsorship directly with the shelter. However, this involves additional logistics like international pet transport, quarantine requirements, and health certificates. Cloud sponsorship is designed to be a commitment-free way to support dogs, but it can evolve into traditional sponsorship if circumstances allow.

是的！如果您与云养的狗狗建立了深厚的感情并想带它回家，您可以直接与救助站安排实际领养。但是，这涉及额外的物流，如国际宠物运输、检疫要求和健康证明。云赞助旨在成为一种无承诺的支持狗狗的方式，但如果情况允许，它可以发展成传统领养。

Yes! The Cloud Rescue app is fully bilingual, supporting both English and Chinese (Simplified Chinese 简体中文). You can switch languages anytime in the app settings. All shelter communications, video updates, and chat messages support both languages with built-in translation assistance.

是的！云救助应用程序完全双语，支持英语和中文（简体中文）。您可以随时在应用程序设置中切换语言。所有救助站通信、视频更新和聊天消息都支持两种语言，并带有内置翻译辅助。

Cloud Rescue is available on iOS (iPhone and iPad running iOS 14+) and Android (devices running Android 8.0+). The app works seamlessly across borders despite US-China internet restrictions—no VPN required. Both iOS and Android versions have identical features and functionality.

云救助适用于iOS（运行iOS 14+的iPhone和iPad）和Android（运行Android 8.0+的设备）。该应用程序在美中互联网限制下跨境无缝工作——无需VPN。iOS和Android版本具有相同的功能。

Random Dog: $9.90/week (matched with a dog in need)
Specific Dog: $59.99 for 5 weeks (choose your dog)
Size-Based: Small dogs $9.99/week, Medium dogs $15.99/week, Large dogs $20.99/week
Renewal: Flexible 1-20 weeks at your dog's size rate.

随机狗狗：每周$9.90（匹配需要帮助的狗狗）
指定狗狗：$59.99（5周，选择您的狗狗）
按体型：小型犬每周$9.99，中型犬每周$15.99，大型犬每周$20.99
续期：灵活选择1-20周，按您的狗狗体型收费。

Shelters are required to provide weekly (every 7 days) video updates for all cloud-sponsored dogs. If a shelter misses two consecutive update deadlines, the dog automatically becomes ineligible for new cloud sponsorships until updates resume. You'll receive push notifications when new updates are posted, and you can chat with shelter managers anytime between updates.

救助站需要为所有云赞助狗提供每周（每7天）视频更新。如果救助站连续错过两次更新截止日期，该狗狗将自动失去新的云养资格，直到更新恢复。您将在发布新更新时收到推送通知，并且可以随时与救助站管理员聊天。

Yes! Once you cloud-sponsor a dog, you gain direct chat access to the shelter managers. You can send messages, share photos, ask questions, and even video call (if the shelter supports it). Messages are translated in real-time if you and the shelter speak different languages. Shelter managers typically respond within 24 hours.

是的！一旦您云养一只狗狗，您将获得与救助站管理员的直接聊天访问权限。您可以发送消息、分享照片、提出问题，甚至可以视频通话（如果救助站支持）。如果您和救助站说不同的语言，消息会实时翻译。救助站管理员通常在24小时内回复。

For US and international sponsors, we accept all major credit cards (Visa, Mastercard, American Express, Discover) via Stripe. This is not a subscription service—you make payments manually each week to continue your cloud sponsorship. There are no automatic charges. All transactions are secured with industry-standard encryption. You can update your payment method anytime in the app.

对于美国和国际认养人，我们通过Stripe接受所有主要信用卡（Visa、Mastercard、American Express、Discover）。这不是订阅服务——您需要每周手动付款以继续您的云养。没有自动扣款。所有交易都通过行业标准加密保护。您可以随时在应用程序中更新您的付款方式。

Absolutely! There's no limit to how many dogs you can cloud-sponsor. Each sponsorship is managed separately with its own payment schedule and update feed. Many sponsors support 2-5 dogs across different shelters. You can manage all your sponsorships from a single dashboard in the app.

当然可以！您可以云养的狗狗数量没有限制。每个认养都单独管理，有自己的付款时间表和更新动态。许多认养人在不同救助站支持2-5只狗狗。您可以在应用程序的单个仪表板中管理所有认养。

If a shelter misses an update deadline, you'll receive a notification and the option to pause your payments until updates resume. If they miss two consecutive deadlines, the dog becomes ineligible for new cloud sponsorships, and we'll help you transfer your support to another dog if you wish. Shelters are highly motivated to maintain consistent updates as it directly affects their funding.

如果救助站错过更新截止日期，您将收到通知，并可以选择暂停付款直到更新恢复。如果他们连续错过两次截止日期，该狗狗将失去新的云养资格，如果您愿意，我们将帮助您将支持转移到另一只狗狗。救助站非常有动力保持一致的更新，因为这直接影响他们的资金。

Download the Cloud Rescue app and select "Register as Shelter." You'll need to provide: shelter registration documents, proof of nonprofit status (if applicable), photos of your facility, contact information, and 2-3 reference contacts (other shelters or rescue organizations). Our customer service team will then conduct a manual verification process, which typically takes 3-5 business days.

下载云救助应用程序并选择"注册为救助站"。您需要提供：救助站注册文件、非营利地位证明（如适用）、设施照片、联系信息和2-3个推荐联系人（其他救助站或救援组织）。我们的客服团队将进行人工验证，通常需要3-5个工作日。

Requirements include: (1) Physical shelter facility in China, (2) Minimum 6 months operating history, (3) At least 10 rescue dogs currently in care, (4) Smartphone with camera for video updates, (5) Staff member who can provide weekly updates, (6) WeChat Pay or Alipay account for receiving funds, (7) Willingness to maintain transparent communication with sponsors.

要求包括：（1）中国境内的实体救助站设施，（2）至少6个月的运营历史，（3）目前至少照顾10只救助犬，（4）带摄像头的智能手机用于视频更新，（5）可以提供每周更新的工作人员，（6）用于接收资金的微信支付或支付宝账户，（7）愿意与认养人保持透明沟通。

Donations accumulate in your Cloud Rescue shelter account. You can withdraw funds to your WeChat Pay or Alipay account once every 7 days (minimum withdrawal: ¥100). The app shows your current balance, pending payments, and transaction history. Withdrawals are processed within 24-48 hours. There are no withdrawal fees charged by Cloud Rescue.

捐款累积在您的云救助救助站账户中。您可以每7天向您的微信支付或支付宝账户提取一次资金（最低提款：¥100）。应用程序显示您当前的余额、待处理付款和交易历史。提款在24-48小时内处理。云救助不收取提款费用。

We understand emergencies happen. If you anticipate missing an update deadline, contact your sponsors via chat or our support team as soon as possible. One missed deadline results in a warning. Two consecutive missed deadlines make affected dogs ineligible for new cloud sponsorships (existing sponsorships continue). Three consecutive misses may result in temporary account suspension pending review.

我们理解紧急情况会发生。如果您预计会错过更新截止日期，请尽快通过聊天或我们的支持团队联系您的认养人。错过一次截止日期会收到警告。连续错过两次截止日期会使受影响的狗狗失去新的云养资格（现有认养继续）。连续错过三次可能导致临时账户暂停等待审核。

New shelters start with 20 dog slots. When your cloud sponsorship rate reaches 90% (18+ dogs sponsored), you unlock 50 slots. At 90% of 50 (45+ dogs), you unlock 80 slots. This gamification system ensures shelters maintain high standards before scaling up. You can request exceptions for urgent rescue situations by contacting support.

新救助站从20个狗狗位开始。当您的云养率达到90%（18+只狗狗被认养）时，您解锁50个位。在50个的90%（45+只狗狗）时，您解锁80个位。这个游戏化系统确保救助站在扩大规模之前保持高标准。您可以通过联系支持为紧急救援情况申请例外。

Yes! Shelters can add up to 5 staff accounts. Each staff member can upload videos, respond to chats, and manage dog profiles. Only the primary account owner can manage financial settings and add/remove staff members. This makes it easier to distribute workload and ensure consistent updates even when team members are unavailable.

是的！救助站可以添加最多5个员工账户。每个员工可以上传视频、回复聊天和管理狗狗资料。只有主账户所有者可以管理财务设置和添加/删除员工。这使得分配工作量更容易，即使团队成员不在也能确保持续更新。

Our customer service team manually reviews each shelter application. The process typically takes 3-5 business days. We may contact you for additional information or clarification during this time. Once approved, you can immediately start adding dogs and receiving cloud sponsorships. Priority review is available for shelters handling emergency rescue situations.

我们的客服团队手动审核每个救助站申请。该过程通常需要3-5个工作日。在此期间，我们可能会联系您以获取额外信息或澄清。一旦获得批准，您可以立即开始添加狗狗并接收云养。紧急救援情况的救助站可获得优先审核。

Every shelter undergoes manual verification by our customer service team. We verify: (1) Legal registration documents, (2) Physical facility existence via video call, (3) Reference checks with other organizations, (4) Social media presence and history, (5) Initial dog welfare assessment. We also conduct periodic re-verification every 6 months and review all sponsor feedback.

每个救助站都经过我们客服团队的人工验证。我们验证：（1）合法注册文件，（2）通过视频通话验证实体设施存在，（3）与其他组织的推荐检查，（4）社交媒体存在和历史，（5）初步狗狗福利评估。我们还每6个月进行定期重新验证并审查所有认养人反馈。

Weekly updates are mandatory. Miss one deadline: automatic warning to shelter and notification to sponsors. Miss two consecutive: affected dogs become ineligible for new sponsorships, sponsors can pause payments. Miss three consecutive: temporary account suspension and mandatory review before reactivation. This strict policy ensures sponsors get the transparency they deserve.

每周更新是强制性的。错过一次截止日期：自动向救助站发出警告并通知认养人。连续错过两次：受影响的狗狗失去新认养资格，认养人可以暂停付款。连续错过三次：临时账户暂停，重新激活前必须审核。这项严格的政策确保认养人获得应有的透明度。

Absolutely. If you have any concerns about a shelter's practices, dog welfare, or communication, you can: (1) Report directly in the app (Report button on shelter profile), (2) Email admin@cloudrescuefoundation.org, or (3) Use the in-app chat to reach our customer service team 24/7. All reports are investigated within 48 hours. Your identity remains confidential if you choose.

当然可以。如果您对救助站的做法、狗狗福利或沟通有任何担忧，您可以：（1）直接在应用程序中报告（救助站资料上的举报按钮），（2）发送电子邮件至admin@cloudrescuefoundation.org，或（3）使用应用内聊天全天候联系我们的客服团队。所有报告在48小时内调查。如果您选择，您的身份将保持机密。

We use Stripe, a PCI-DSS Level 1 certified payment processor (the highest security standard). Cloud Rescue never stores your complete credit card information—only Stripe does. All payment data is encrypted in transit and at rest. We use industry-standard security practices including 2-factor authentication, encrypted databases, and regular security audits.

我们使用Stripe，这是一个PCI-DSS 1级认证的支付处理器（最高安全标准）。云救助从不存储您的完整信用卡信息——只有Stripe存储。所有支付数据在传输和静止时都是加密的。我们使用行业标准安全实践，包括双因素认证、加密数据库和定期安全审计。

Cloud Rescue provides mediation services for disputes. Contact our support team with details of the issue. We'll: (1) Review all chat logs and video update history, (2) Contact both parties to understand the situation, (3) Propose a fair resolution, (4) If unresolved, offer full refund for affected period and help transfer your support to another dog. Serious or repeated shelter violations may result in account termination.

云救助为争议提供调解服务。联系我们的支持团队并提供问题详情。我们将：（1）审查所有聊天记录和视频更新历史，（2）联系双方了解情况，（3）提出公平解决方案，（4）如果未解决，为受影响期间提供全额退款并帮助将您的支持转移到另一只狗狗。严重或重复的救助站违规可能导致账户终止。