LEGAL · REFUNDS
Refund Policy
This policy explains how refunds work for purchases made in ChaoNiu Doc Scanner (global edition), provided by ChainMotion Future Technology Limited (a Hong Kong company, CR No. 77542324), registered office Flat D07, 8/F, Phase 2, Kai Tak Factory Building, 99 King Fuk Street, San Po Kong, Hong Kong.
1. Which channel did you pay through?
How a refund is handled depends on who took the payment.
- Apple App Store. Apple is the merchant of record. Request a refund from Apple at reportaproblem.apple.com. Apple applies its own rules and decides the outcome; we can only advise.
- Google Play. Request the refund in Google Play under your order history, within the window Google allows. Google decides the outcome.
- Card payment on this website or in the app. Handled by us, as set out below. Card payments are not open yet; this section applies from the day they are.
2. Refunds we handle directly
- Unused purchases. If a subscription period or a credit pack is entirely unused, we refund it in full on request within [TODO — to be confirmed: the refund window for unused direct purchases, e.g. 14 days]
- Partly used purchases. Credits already spent on completed jobs are not refundable, because that processing has been delivered and paid for downstream. We refund the unused remainder where the law requires it, or where the charge was clearly a mistake.
- Something did not work. If a job you paid for failed, produced no result, or was charged twice, tell us and we will refund or re-credit it. Report it within 30 days of the charge so we can still match it to our logs.
- Statutory rights. Where local law gives you a cancellation or withdrawal right, for example the 14-day right for consumers in the EU or UK, that right applies on top of this policy. For digital content delivered immediately, that right may end once delivery starts with your consent.
3. How to ask
Email [email protected] from the address on your account, with the order or transaction reference and what went wrong. We reply within [TODO — to be confirmed: the support response time we commit to, e.g. 2 business days]
4. How the money comes back
Approved refunds go back to the original payment method. Once we send it, the time it takes to appear depends on your bank or card issuer, usually a few business days.
5. Chargebacks
If you believe a charge is wrong, please contact us first — it is usually faster than a chargeback. Accounts with unresolved chargebacks may be suspended until the dispute is settled.
6. Abuse
Repeated refund requests after heavy use, or refund requests tied to misuse of the service, may be declined, and we may decline future purchases from that account.