Refund Policy退款政策

1. Refund window1. 退款窗口

Once live sales begin, you may request a refund within 14 calendar days after the original Context Visualizer — Founding Beta purchase when the Product has a material defect, cannot be activated on a system that meets the published requirements, or materially differs from the description shown before checkout.生产销售开放后，如 Context Visualizer — Founding Beta 存在重大缺陷、在满足公开要求的系统上无法激活，或与结账前展示的描述存在重大差异，你可在原始购买后的 14 个自然日内申请退款。

2. What is and is not eligible2. 可退款与不可退款情形

Examples that may qualify可能符合的示例

• the Windows installer cannot complete on a supported Windows 10/11 x64 system after reasonable troubleshooting;在受支持的 Windows 10/11 x64 系统上，经合理排查仍无法完成安装；
• the app cannot discover or import supported Claude Code/Codex sessions despite the published requirements being met;满足公开要求但应用仍无法发现或导入受支持的 Claude Code/Codex 会话；
• a reproducible defect prevents the core local import, distillation, storyline, coverage, or provenance workflow;可复现缺陷阻断核心本地导入、蒸馏、storyline、覆盖审计或回溯流程；
• the delivered product or license materially differs from the pre-purchase product and pricing page.交付的产品或许可与购买前的产品/价格页存在重大差异。

Normally not eligible by itself通常不能单独构成退款理由

• unsupported macOS, Linux, mobile, cloud-sync, or team-collaboration expectations that were disclosed before purchase;购买前已披露不支持的 macOS、Linux、移动端、云同步或团队协作预期；
• OpenRouter/model charges, provider outages, policy changes, or dissatisfaction with a model’s subjective semantic output;OpenRouter/模型费用、提供商故障或政策变化，以及对模型主观语义输出的不满意；
• failure caused by missing BYOK credentials, insufficient model balance, an unsupported host format, or unauthorized modification;因缺少 BYOK 凭据、模型余额不足、不受支持的宿主格式或未经授权修改造成的故障；
• requests submitted after 14 days, unless applicable law requires otherwise or we approve an exception.超过 14 天提交的申请，除非适用法律另有要求或我们批准例外。

We may approve other requests case by case. Fraudulent, abusive, duplicate, or chargeback-manipulation requests may be refused where lawful.我们可视具体情况批准其他申请。在法律允许范围内，欺诈、滥用、重复或操纵拒付的申请可能被拒绝。

3. How to request a refund3. 如何申请退款

Use the private merchant contact shown in your Creem receipt or access your order through the secure Creem Customer Portal. Include:请使用 Creem 收据中的私密商户联系路径，或通过安全的 Creem Customer Portal访问订单，并提供：

• the order ID and purchase email through that private channel;通过私密渠道提供订单 ID 与购买邮箱；
• your Context Visualizer version and Windows version;Context Visualizer 版本与 Windows 版本；
• a short description of the problem and troubleshooting already attempted;问题简述与已经尝试的排查步骤；
• a screenshot or non-sensitive error message if useful.如有帮助，可提供截图或不含敏感信息的错误消息。

Do not post order details, transcripts, API keys, or private project data in a public GitHub issue. GitHub Issues may be used for a general product bug, but not for a refund request containing customer information.不要在公开 GitHub Issue 中发布订单信息、transcript、API key 或私密项目数据。GitHub Issues 可用于一般产品 Bug，但不应用于包含客户信息的退款申请。

We aim to respond to complete requests within 3 business days. We may ask for reasonable diagnostic information, but never for your OpenRouter key or full transcript.我们力争在 3 个工作日内回复资料完整的申请。我们可能请求合理诊断信息，但绝不会索取 OpenRouter key 或完整 transcript。

4. Approval and processing4. 批准与处理

Approved refunds are issued through Creem, the Merchant of Record, to the original payment method. Creem may also process refunds when required by law, payment-network rules, or chargeback prevention. Processing time depends on the payment method, provider, and region; your bank may take additional time to display the credit.获批退款由 Merchant of Record Creem 退回原支付方式。法律、支付网络规则或拒付预防需要时，Creem 也可能处理退款。到账时间取决于支付方式、提供商与地区，银行可能还需额外时间显示入账。

A full refund ends the corresponding paid license and access to paid delivery. You should remove paid copies after the refund unless mandatory law provides otherwise.全额退款会终止对应付费许可与付费交付访问；除非强制性法律另有规定，退款后应移除付费副本。

5. Mandatory consumer rights5. 强制性消费者权利

This Policy does not exclude or limit any refund, cancellation, conformity, or other remedy that applicable consumer law requires. Where a mandatory rule gives you a longer period or broader remedy, that rule applies. Digital-content withdrawal rights and any consent to immediate delivery are handled as shown at Creem checkout for your location.本政策不排除或限制适用消费者法强制要求的退款、取消、符合性或其他救济。如强制性规则提供更长期限或更广泛救济，应以该规则为准。数字内容撤回权及对立即交付的同意，将根据你所在地在 Creem 结账页展示的规则处理。

For product support before requesting a refund, see Contact & Support. Creem’s official refund handling is described in its refund and chargeback documentation.申请退款前如需产品支持，请查看联系与支持。Creem 的官方退款处理说明见其退款与拒付文档。