退款政策 Refund Policy

Norma AI 销售的是数字订阅与积分包。本页说明账单与退款的一般规则。通过 Apple App Store 或 Google Play 购买的订单，还需遵守对应商店的退款规则。 Norma AI sells digital subscriptions and credit packs. This page describes our general billing and refund rules. Purchases made through the Apple App Store or Google Play are also subject to that store’s refund rules.

可申请退款的情况 When a refund may be available

• 重复扣款或明显计费错误 Duplicate charges or clear billing errors
• 购买后尚未消耗对应积分或订阅权益 Credits or subscription entitlements have not been consumed after purchase
• 因我方服务故障导致你无法使用已付款权益（经核实） Verified outages that prevent use of paid entitlements on our side

一般不予退款的情况 When refunds are generally not available

• 积分或订阅权益已被用于生成任务（算力成本已发生） Credits or entitlements already used for generation jobs (compute cost incurred)
• 对生成结果主观不满意，但服务已按约定提供 Subjective dissatisfaction with generated output when the service was delivered as described
• 违反用户协议导致的账户限制或终止 Account restriction or termination resulting from a User Agreement violation

如何申请 How to request

请将订单号（或商店交易 ID）、购买时间与原因发送至 Email your order ID (or store transaction ID), purchase time, and reason to contact@norma-ai.com。我们通常在 2 个工作日内回复。获批后退款原路返回，到账时间取决于支付渠道。 . We typically respond within 2 business days. Approved refunds return to the original payment method; timing depends on the payment provider.

App Store / Google Play 订单也可直接在对应商店申请退款。 You may also request a refund directly from the App Store or Google Play for purchases made there.