更新日期：2026 年 8 月 31 日 Last updated: August 31, 2026

退款政策 Refund Policy

Norma AI 提供即时交付的数字订阅、积分包和 AI 生成服务。本政策说明不同购买渠道、权益交付和实际用量如何影响退款。 Norma AI provides digitally delivered subscriptions, point packs, and AI generation services. This policy explains how the purchase channel, entitlement delivery, and actual usage affect refunds.

1. 先确认购买渠道1. Identify the purchase channel

• Apple App Store：通过 Apple 的退款入口提交请求，资格和处理时间由 Apple 决定。 Apple App Store: Submit the request through Apple’s refund process. Apple determines eligibility and timing.
• Google Play：通过 Google Play 或联系 Norma AI 提交请求，适用 Google Play 的规则。 Google Play: Request through Google Play or contact Norma AI, subject to Google Play rules.
• App 内直接结账：联系 contact@norma-ai.com，我们会按本政策、支付渠道规则和适用法律核验。 Direct in-app checkout: Contact contact@norma-ai.com. We review the request under this policy, provider rules, and applicable law.

2. 可以申请核验的情况2. Situations eligible for review

• 重复扣款或可核实的计费金额错误Duplicate charges or verifiable billing-amount errors
• 支付成功，但购买的订阅或积分未交付到账户Payment succeeded but the purchased subscription or points were not credited
• 未经授权的交易，但须配合账户和支付安全核验Unauthorized transactions, subject to account and payment-security verification
• 我方可核实的服务故障导致已付款权益无法使用，且相关算力成本尚未发生A verified service failure prevented use of paid entitlements and the related compute cost was not incurred
• 适用法律或支付平台规则要求退款的其他情况Other cases where applicable law or payment-platform rules require a refund

未使用积分或未开始的订阅可以提交核验，但“尚未使用”本身不构成自动退款承诺，最终取决于购买渠道、订单状态、适用规则和核验结果。 Unused points or an unstarted subscription may be submitted for review, but non-use alone is not an automatic refund promise. The outcome depends on the purchase channel, order status, applicable rules, and verification.

3. 通常不予退款的情况3. Situations generally not refundable

• 积分或订阅权益已用于生成任务，且算力成本已经发生Points or subscription entitlements were used for a generation job and compute cost was incurred
• 服务已按所选规格完成，但用户仅对生成结果主观不满意The service completed at the selected specification and the request is based only on subjective dissatisfaction with the output
• 因用户设备、网络、账户凭据或第三方平台状态造成的问题，且 Norma AI 已正常交付权益Issues caused by the user’s device, network, account credentials, or third-party platform where Norma AI delivered the entitlement correctly
• 违反用户协议或可接受使用政策导致的账户限制Account restrictions resulting from a breach of the User Agreement or Acceptable Use Policy

4. 失败任务与积分返还4. Failed jobs and point reversals

生成任务可能先预扣积分。若系统能够确认任务未开始、已成功取消或失败且未产生成本，对应预扣积分会返还账户；如果模型或算力服务已经执行并产生成本，则任务可能按实际记录结算。积分返还是服务用量冲正，不等同于支付退款。 A generation job may reserve points first. If the system confirms that the job did not start, was successfully canceled, or failed without incurring cost, the reserved points are returned. If model or compute execution already incurred cost, the job may be settled according to the usage record. A point reversal corrects service usage and is not the same as a payment refund.

5. 如何申请5. How to request a review

请尽快将以下信息发送至 contact@norma-ai.com： Email the following information promptly to contact@norma-ai.com:

• 订单号或商店交易 IDOrder ID or store transaction ID
• 购买平台、购买时间和金额Purchase platform, time, and amount
• 登录账户标识和问题说明Signed-in account identifier and issue description
• 必要的订单截图；请遮盖完整银行卡号、密码和验证码Necessary order screenshots, with full card numbers, passwords, and verification codes redacted

我们通常在 2 个工作日内回复。获批退款原路退回；支付渠道的清算时间可能另需数个工作日。退款完成后，订单对应的未使用积分或订阅权益将被撤销。 We typically respond within 2 business days. Approved refunds return to the original payment method; provider settlement may take additional business days. Any unused points or subscription entitlement associated with the refunded order will be removed.