DocMask

Refund Policy 退款政策

Effective from v0.7.0 (April 2026). This page expands on the refund clause in our Terms of Service with the full procedure, timing and edge cases. 自 v0.7.0（2026 年 4 月）起生效。本页面是 服务条款 中退款条款的展开版，详细说明流程、时效与边界情况。

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The short version 一句话总结 Try DocMask free for 14 days before paying. After purchase you have 7 days for a full no-questions-asked refund. Email [email protected] with your order number; we process within 24 hours via Creem; the funds reach your bank in 5–10 business days. 付款前可免费试用 14 天。付款后 7 天内可申请全额无理由退款。把订单号发到 [email protected]，我们 24 小时内通过 Creem 处理；款项 5–10 个工作日内回到你的银行账户。

1. At a glance

Question Answer
Free trial before paying? Yes — 14 days, full functionality, no credit card, no account.
Refund window after purchase? 7 days, no questions asked.
How is the window measured? From the moment we issue your licence token (the timestamp shown on your Creem receipt and licence email).
How do I request? Email [email protected] with your order number.
Processing time on our side? Within 24 hours — usually within a few business hours.
Time until funds reach your account? Typically 5–10 business days, depending on your card issuer's policies. International cards may take longer.
Any restocking fee or partial refund? No. The refund is for the full purchase amount.
Refund method? To the original payment method via Creem.io (our merchant of record).

2. Eligibility

You qualify for a no-questions-asked refund if all of the following are true:

  • You purchased a DocMask Personal or Business licence directly through our checkout (Creem-powered) or an authorised reseller listed on our site.
  • You are within 7 days of the licence-token issuance time.
  • You contact us at [email protected] from the same email address that received the licence (so we can verify ownership).

You do not have to give a reason. "Changed my mind" is a valid reason.

Beyond day 7 we still consider refund requests on a case-by-case basis — for example: genuine product defects you can reproduce, accidental duplicate purchases, or unforeseen blocking platform incompatibilities. Email us with the details.

3. How to request a refund

Send an email exactly like this — keep it short, we don't need an essay:

If you can't find your order ID, send the email anyway — we can locate it from your sender address.

4. What happens after we receive your request

  1. Within 24 hours, we acknowledge your request by email.
  2. We trigger the refund through the Creem dashboard. Creem then issues a refund webhook to our Worker, which writes a revoked:<buyer_id> entry to our key-value store and stops counting your licence as active.
  3. Creem returns the funds to your original payment method. Time to land in your account: usually 5–10 business days, depending on your card issuer.
  4. You receive a confirmation email from Creem (and from us) once the refund is queued.

5. After the refund

  • Your licence token is marked revoked server-side.
  • The desktop app you already activated may continue to run for the remainder of your session because licence checks are offline-first by design (see our Privacy Policy for why). We trust customers to uninstall after a refund; please do.
  • You will not be charged again. No subscriptions exist; nothing recurs.
  • You can repurchase later if you change your mind. The 7-day window resets on each new purchase.

6. Edge cases

  • Bought multiple devices, want to refund only some: Personal licence is one purchase covering up to 3 devices; partial refunds are not supported. Refund the whole licence and repurchase if needed.
  • Business licence with annual contract: refund terms are governed by your signed contract, not this page. Email [email protected].
  • Filed a chargeback with your bank instead of asking us: please don't — chargebacks cost us a fixed fee that's larger than your refund itself, and they take 30+ days. We will refund within 24 hours if you just email. If a chargeback has already been filed, we will accept it without dispute as long as you email us so we know it's you.
  • Used a coupon or discount code: the refund is the actual amount you paid, not the list price.
  • VAT / sales tax: the full charged amount including tax is refunded. Creem (our merchant of record) handles tax remittance.

7. EU / UK consumer rights

If you live in the EU or UK, the law gives you a 14-day cooling-off period for most consumer purchases. Digital downloads where service has commenced (i.e. you have already received the licence token and activated the app) are exempted from the mandatory 14-day right under EU consumer law (Directive 2011/83/EU, art. 16(m)). However, our voluntary 7-day no-questions-asked policy applies to you regardless. For genuine defects you may have additional statutory rights under your local law that nothing on this page restricts.

8. Contact

Refund requests and questions: [email protected]
Sales / invoicing / Business plans: [email protected]
Merchant of record (the entity charging your card): Creem.io — visible on your statement as DOCMASK.APP or CREEM*DOCMASK.

This refund policy is part of our Terms of Service. Where the two documents differ, the more buyer-friendly text controls.

1. 速览

问题 回答
付款前能试用吗？ 可以——14 天免费试用，全功能开放，无需绑卡或注册账号。
付款后多久内可以退款？ 7 天内，无理由全额退款。
怎么算这 7 天？ 从我们签发 license token 的时刻起算（你的 Creem 收据与 license 邮件上的时间戳）。
怎么申请退款？ 把订单号发邮件到 [email protected] 即可。
我们的处理时长？ 24 小时内——通常在几个工作小时内完成。
款项多久回到我账户？ 通常 5–10 个工作日，具体取决于你的发卡行政策。境外卡可能更慢。
有手续费或部分退款吗？ 没有。我们退还你支付的全部金额。
退到哪里？ 原支付渠道，由 Creem.io（我们的代收款方）处理。

2. 适用条件

同时满足以下所有条件即可申请无理由退款：

  • 你通过我们的官方 checkout（Creem 提供）或网站列出的授权代理购买了 DocMask Personal 或 Business license。
  • 距离 license token 签发时间不超过 7 天。
  • 使用接收 license 的同一邮箱发邮件到 [email protected]（用于验证订单归属）。

你不需要给出理由。"我反悔了"也算合理理由。

超过 7 天的退款请求，我们仍会按个案处理——例如：可复现的产品真实缺陷、误下了重复订单、或我们无法预见的平台兼容性导致完全无法使用。把详情发邮件给我们。

3. 怎么发申请邮件

这样写就行——简短即可，不需要小作文：

找不到订单号也没关系——直接发邮件，我们可以根据你的发件邮箱定位订单。

4. 收到申请后会发生什么

  1. 24 小时内，我们邮件确认收到你的申请。
  2. 我们在 Creem dashboard 触发退款。Creem 会向我们的 Worker 推送一个退款 webhook，Worker 会向 KV 存储写入 revoked:<buyer_id> 记录，并停止把你的 license 计为有效。
  3. Creem 把款项原路退回你的支付渠道。到账时间：通常 5–10 个工作日，具体看你的发卡行。
  4. 你会收到 Creem 的退款入队通知邮件（我们也会发一封）。

5. 退款之后

  • 你的 license token 在服务器端被标记为已撤销。
  • 已激活的桌面应用可能在当前会话内继续运行，因为我们的 license 校验设计为离线优先（详见 隐私政策）。我们信任退款客户主动卸载应用；请你这样做。
  • 不会有第二次扣款。我们没有任何订阅，没有任何周期性扣费。
  • 如果你之后改主意，可以重新购买。每次新订单的 7 天窗口会重新开始计算。

6. 边界情况

  • 买了多设备 license，只想退一部分：个人版是一次性购买，最多 3 台设备一份订单，不支持部分退款。如有需要，请整单退款后再按需重买。
  • 企业年单：退款条款以你签署的合同为准，不适用本页面。请联系 [email protected]。
  • 没联系我们就直接向银行发起 chargeback（拒付）：请不要这样做——chargeback 给我们带来的固定费用比你的订单本身还大，而且需要 30+ 天处理。你只要发邮件，我们 24 小时内退款。如果 chargeback 已经发起，请同步邮件告诉我们一声，我们不会争议。
  • 使用了优惠券/折扣码：退款金额是你实付金额，不是原价。
  • 增值税 / 销售税：含税金额全部退还。Creem（我们的代收款方）负责税务申报。

7. 欧盟/英国消费者权利

如果你居住在欧盟或英国，法律为大部分消费者购买提供 14 天冷静期。对于已开始服务的数字商品（你已经收到 license token 并激活了应用），按欧盟 Directive 2011/83/EU 第 16(m) 条享有豁免，强制 14 天权利不再适用。但我们的自愿性 7 天无理由退款政策对你同样适用。对于真实的产品缺陷，你可能在当地法律下还有额外的法定权利，本页面任何内容都不会限制这些权利。

8. 联系方式

退款申请与相关问题：[email protected]
销售 / 开票 / 企业版：[email protected]
代收款方（出现在你卡账单上的扣款主体）：Creem.io——账单上一般显示为 DOCMASK.APP 或 CREEM*DOCMASK。

本退款政策是 服务条款 的一部分。两份文件如有不一致，以对买家更有利的表述为准。