退款政策
生效日期：2026年7月14日
付款成功后，您先取得答题与生成权益；完成问卷并发起生成后，系统才会制作《AI 同行书》和附件。本政策按订单实际使用和交付状态处理退款。
中国大陆用户说明：本服务提供按用户输入制作并通过网络交付的个性化数字内容。我们会在付款前显著提示商品性质并请您主动确认。内容开始制作或交付后，七日无理由退货规则可能不再适用；但质量问题、未按约定交付、重复扣款及其他法定权利不受影响。
1. 未使用订单
订单尚未生成同行书，且该订单内「AI 同行」累计使用少于 5 次时，可在「我的订单」申请退款。系统会自动发起剩余可退金额的原路退款。
2. 需要人工审核的订单
同行书已经生成、生成前「AI 同行」累计使用达到 5 次，或订单已经发生部分退款时，申请会进入人工审核。我们会结合已经交付的内容、实际使用情况、故障责任和您提供的材料，决定全额退款、部分退款或说明不予退款的理由。通常会在 1–3 个工作日内完成审核或提出处理方案。
3. 优先处理的情形
- 同一订单或同一购买被重复扣款；
- 付款成功后没有取得对应生成权益；
- 因我方系统或模型服务故障，多次重试仍无法完成生成；
- 依法应当退款的其他情形。
发现非本人付款时，请尽快联系我们，并同时使用微信支付、支付宝或发卡机构的官方安全渠道处理。为避免重复退款，请告知是否已经发起支付争议。
4. 部分退款方案与申请次数
人工审核提出部分退款方案时，您可以在订单页接受或拒绝。方案发出后 7 天内未处理的，系统会按已提出的退款金额执行，避免申请长期搁置。
同一订单的申请被拒绝 2 次后，站内不再自动受理新的申请；您仍可通过客服补充材料或依法维权。
5. 申请入口与期限
登录后进入「头像 → 我的订单 → 申请退款」，填写原因和联系邮箱；截图为选填。无法登录时，可发邮件至 support@airrapp.com，并提供订单号、付款日期、金额和问题说明。
支付渠道通常支持付款后 1 年内自动原路退款。超过渠道期限不代表您的法定权利自动消失，请联系客服核实其他处理方式。
6. 退款进度与到账
订单页会显示审核中、待确认方案、处理中、退款成功或已拒绝等状态。退款发起后：
- 微信支付、支付宝或其他支付平台通常需要 3–10 个工作日处理；
- 银行或发卡机构的最终入账时间以其规则为准；
- 退款只退回原支付账户，我们不会要求您提供收款二维码或银行卡密码。
7. 结果找回与退款
登录状态下完成生成的内容通常可以在「历史记录」跨设备查看。未登录时，结果可能只保存在原设备。内容暂时找不到时，请先联系客服协助核对；是否退款仍按订单实际交付、使用情况和法律规定判断，不会只因本地副本丢失而一概拒绝。
8. 异议处理
如对处理结果有异议，可回复客服邮件补充材料，也可依法通过微信支付、支付宝、消费者投诉渠道或有管辖权的人民法院处理。我们会保存必要的订单和审核记录，并配合依法提出的请求。
Refund Policy
Effective date: July 14, 2026
Payment first grants the right to complete the questionnaire and generate content. The AI Companion Letter and attachments are created only after you complete the questionnaire and start generation. Refunds depend on actual use, delivery, and applicable law.
1. Priority refund cases
- A duplicate charge;
- Payment succeeded but the promised entitlement was not issued;
- Generation repeatedly failed because of our systems or model service;
- Any other case where applicable law requires a refund or remedy.
For an unauthorised payment, contact us promptly and use the payment provider's official security process. Tell us if you have already opened a payment dispute so that the same amount is not refunded twice.
2. Unused and used orders
Where the checkout supports in-account refunds, an order that has not generated a letter and has used fewer than five AI writing-assistance actions may be refunded automatically to the original payment method. Generated, substantially used, or partially refunded orders may require manual review. We consider content delivered, actual use, technical responsibility, and the information you provide. A review may result in a full refund, partial refund, or a written reason for declining the request.
3. EU and UK withdrawal rights
EU/EEA consumers: a distance contract normally carries a 14-day withdrawal right. For digital content not supplied on a tangible medium, that right may be lost only after supply begins with your prior express consent, your acknowledgement of the consequence, and confirmation on a durable medium as required by applicable law.
UK consumers: similar rules apply under the Consumer Contracts Regulations 2013. Digital supply must not begin during the cancellation period without express consent and acknowledgement that the cancellation right will be lost.
If those legal conditions were not met, this policy does not remove your statutory withdrawal right. A payment receipt alone is not represented as proof that every required condition has been satisfied.
4. How to request a refund
Use the refund action under your order where available. Otherwise email support@airrapp.com with the order or receipt ID, payment date, amount, and a short explanation. Screenshots are optional unless needed to identify a technical problem.
5. Method and timing
Approved refunds are returned through the original payment method. Manual reviews usually take 1–3 business days. Processor handling commonly takes another 3–10 business days; final posting depends on the payment provider or card issuer. We will never ask for your banking password or a private payment QR code.
6. Disputes and statutory rights
If you disagree with a decision, reply with additional information or use the complaint, alternative-dispute-resolution, card-dispute, regulator, or court process available in your country. This policy does not limit mandatory rights relating to faulty digital content, non-performance, misleading statements, or unlawful data processing.