退款政策
生效日期：2026年4月21日
我们理解每一笔支付背后都是真实的信任。本政策依据中国法律说明 AIRR 在什么情况下会退款，并对面向境外用户的情形作补充说明。
中国法律依据：数字化商品不适用七日无理由退货
根据《中华人民共和国消费者权益保护法》第二十五条，在线下载或网络交付的数字化商品，不适用七日无理由退货。AIRR 的《AI 同行书》及附件属付款后即时生成并交付的数字内容，您在支付前须勾选确认知悉本品交付后通常不予退款。
但在付款后未生成、重复扣款、因我方原因导致长期无法访问等情形下，您有权申请全额退款（详见下文第 1 节）。
一般原则：数字产品、立即交付
AIRR 的《AI 同行书》及相关附件是付款后立即由 AI 生成并交付的数字内容。一经生成并送达您的浏览器，内容即无法"收回"。因此除本政策及法律另有规定外，已生成的订单原则上不予退款；符合下文情形的，我们会主动为您全额退款。
1. 我们主动退款的情形
遇到以下任一情况，请在付款后 14 天内联系 support@airrapp.com（附订单号 + 付款邮箱），我们会在 3 个工作日内全额退款：
- 付款成功但从未生成内容（技术故障、AI 模型超时且多次重试失败）
- 同一账户被重复扣款（以您为准，多扣部分全退）
- 因我方原因导致服务连续中断超过 30 天，您无法生成或查看内容
- 明显的欺诈性扣款（非您本人发起，且您已向银行提出反欺诈举证）
2. 我们不予退款的情形
- 内容已生成并成功送达您浏览器（无论您是否满意内容）
- 您因网络、设备、浏览器隐私模式等原因本地丢失内容副本；请您主动复制或截图保存
- 因您填写虚假或随意信息导致生成质量不佳
- 您改变主意、不需要了、朋友说不好等主观原因
- 付款 30 天后才提出申请
3. 面向欧盟 / 英国用户的补充条款（14 天冷静期）
3.1 默认的冷静期权利
根据 欧盟消费者权益指令 2011/83/EU 第 9 条及各成员国对应的实施法，EU/EEA/英国消费者通常享有14 天无理由撤回权（cooling-off period）。
3.2 数字产品的例外：第 16(m) 条放弃权
EU Directive 2011/83/EU Article 16(m) 例外： 对于"非以实体介质提供的数字内容"，
只要以下三个条件同时满足，您即失去 14 天撤回权：
- 服务的执行已在您明示同意后开始；
- 您承认因此将失去撤回权；
- 我们已为您提供上述确认的书面证明（例如订单确认邮件）。
3.3 我们如何实现合规
在您点击"支付"按钮之前，我们会展示必要提示：
"我已阅读《服务条款》与《退款政策》，知悉本品为数字内容服务，付款后立即生成并交付，内容一经生成通常不支持退款。"
您必须主动勾选才能完成支付。勾选即构成您的明示同意。支付平台会在付款成功后提供订单记录或收据。
3.4 若您未勾选即被扣款
在极少数系统异常导致您未能看到勾选框的情况下，您保留完整的 14 天撤回权。请在付款 14 天内联系 support@airrapp.com，我们会在确认后 3 个工作日内退款。
4. 退款方式与时限
所有退款通过原支付渠道回到您支付时使用的账户。
- 我方审核：≤ 3 个工作日
- 支付处理方处理：通常 3–10 个工作日，以微信支付、支付宝、Gumroad 或对应支付平台规则为准
- 您的发卡行到账：通常 5–10 个工作日
5. 如何申请
发邮件到 support@airrapp.com，主题填：[Refund] 订单号 YYYYMMDD-XXXX，内容建议包含：
- 订单号（可在支付平台收据或订单页面中查到）
- 付款时使用的邮箱
- 付款日期与金额
- 简短说明申请原因
6. 争议解决
若您对退款决定有异议，可以：
- 国内用户：可通过微信支付 / 支付宝的官方投诉与申诉渠道发起处理
- 海外用户：可向您的发卡行发起正式争议（chargeback）
- EU 消费者可使用 欧盟在线争议解决平台 (ODR)
- 我们会积极配合并诚信处理所有合规请求
Refund Policy
Effective date: April 21, 2026
We understand every payment is an act of trust. This policy explains when AIRR will issue refunds and lays out the statutory rights of EU/UK consumers.
General principle: digital, instant, non-reclaimable
Important: AIRR's AI Companion Letter and related attachments are digital content generated by AI and delivered immediately upon payment. Once the content reaches your browser, it cannot be "taken back". Therefore, except as provided below, generated orders are final.
1. When we will proactively refund
If any of the following applies, email support@airrapp.com within 14 days of payment (include order ID + payment email) and we will issue a full refund within 3 business days:
- Payment succeeded but content was never generated (technical failure, repeated AI timeouts);
- You were double-charged for the same order;
- Our service has been continuously unavailable for over 30 days preventing content generation or access;
- Clearly fraudulent charge not initiated by you (with supporting bank dispute evidence).
2. When we will NOT refund
- Content was successfully generated and delivered to your browser (regardless of satisfaction);
- You lost your local copy (due to browser cache, private mode, device issues) — please copy or screenshot your result proactively;
- Poor output quality caused by random or fabricated inputs;
- Change of mind, no-longer-needed, friend-said-no reasons;
- Request made > 30 days after payment.
3. Special terms for EU / UK consumers (14-day cooling-off)
3.1 Default cooling-off right
Under EU Consumer Rights Directive 2011/83/EU Art. 9 and member-state implementing laws, EU/EEA/UK consumers normally have a 14-day right of withdrawal.
3.2 Exception for digital content: Art. 16(m) waiver
EU Directive 2011/83/EU Article 16(m) exception: For "digital content not supplied on a tangible medium", the 14-day withdrawal right is
lost if all three conditions are met:
- Performance has begun with your prior express consent;
- You have acknowledged that you will lose your withdrawal right;
- The trader has provided written confirmation of that acknowledgement (e.g., order confirmation email).
3.3 How we meet compliance
Before you click "Pay", the checkout flow shows a required acknowledgement:
"I have read the Terms and Refund Policy, and I acknowledge this is digital content generated and delivered immediately upon payment. Once generated, it is generally non-refundable."
The checkbox must be ticked to enable payment. Ticking constitutes your express consent. The payment provider provides order confirmation or receipt records.
3.4 If you were charged without seeing the checkbox
In the rare event of a display glitch that prevented the checkbox from appearing, you retain the full 14-day withdrawal right. Contact support@airrapp.com within 14 days and we will refund within 3 business days after verification.
4. Refund method & timing
All refunds are issued via the original payment channel back to the account used at checkout.
- Our review: ≤ 3 business days
- Processor handling: usually 3–10 business days, depending on WeChat Pay, Alipay, Gumroad, or the relevant payment provider
- Bank settlement: typically 5–10 business days
5. How to request
Email support@airrapp.com with subject [Refund] Order YYYYMMDD-XXXX, including:
- Order ID (found in the payment receipt or order page)
- Payment email
- Date and amount
- Brief reason
6. Dispute resolution
If you disagree with our refund decision, you may:
- Mainland China users: use the official complaint / appeal channels of WeChat Pay or Alipay;
- Overseas users: file a formal dispute (chargeback) with your card issuer;
- EU consumers may use the EU Online Dispute Resolution platform (ODR);
- We will cooperate in good faith with all compliant requests.