1. Scope and Priority Rules
This policy applies to paid software, subscriptions, digital features, licenses, service credits, technical support, and other paid offerings provided by Ligu Inc. under the Ousia AI name, including Ousia Voice. If you purchased through the Mac App Store, App Store, a third-party payment platform, reseller, enterprise procurement channel, or other external platform, refunds, cancellations, taxes, billing adjustments, and disputes may be controlled by that platform or seller; their mandatory rules take priority. Nothing in this policy limits non-waivable refund, withdrawal, cooling-off, or consumer protection rights provided by applicable law.
2. Platform and Third-Party Purchases
Transactions completed through app stores, payment platforms, or reseller channels usually must be submitted through the applicable platform, store account, payment provider, or seller refund process. We may not be able to see complete payment details, change platform decisions, or bypass platform refund windows, tax, and anti-fraud rules. When requesting a refund from a platform, you should provide the order number, purchase account, transaction time, issue description, and supporting evidence required by that platform. If developer confirmation of product status, activation status, or technical issues is required, we will provide reasonable assistance where the platform process allows.
3. Website or Direct Purchase Eligibility
For transactions purchased directly from Ousia AI and handled by us, we review refund requests case by case based on order date, delivery status, license activation, service usage, issue type, evidence provided, and applicable law. Refunds or billing adjustments may generally be considered for duplicate charges, unintended duplicate subscriptions, successful payment without license delivery or activation, confirmed major technical faults that we cannot reasonably resolve, materially incorrect descriptions of core functionality at purchase, or other cases where law requires a refund. Requests should be submitted promptly after discovering the issue; delay may affect our ability to verify facts and determine an outcome.
4. Subscriptions, Trials, Cancellation, and Renewal
Subscription products bill according to the period, price, and renewal rules shown on the purchase page, platform page, or order confirmation. You are responsible for cancelling future renewals before a trial ends or before the next billing period begins, through the relevant platform, account settings, or channel we provide. Cancellation usually stops future billing only and does not automatically refund the current period once access or subscription benefits have begun, unless applicable law, platform rules, or our express confirmation provides otherwise. Non-use, forgetting to cancel, device changes, preference changes, promotional price changes, or no longer needing the service usually do not independently qualify for a refund.
5. Usually Non-Refundable or Adjustable Cases
Unless required by applicable law or platform rules, refunds are usually unavailable or may be limited to unused portions where digital products, licenses, service credits, or subscription benefits have been clearly delivered and are functional; you have substantially used, consumed, or exported service results; the issue is caused by device, operating system, network, permission settings, third-party software, platform limitations, or failure to meet published system requirements; you violate the user terms, misuse the refund process, or present fraud or chargeback risk; the order is outside the platform or our reasonable request window; or refunding would impair third-party rights, violate law, or conflict with platform tax and billing rules. If a refund is approved, we may revoke licenses, terminate subscriptions, recover unused credits, or restrict paid features where permitted by law.
6. Request Process, Timing, and Contact
If Ousia AI directly handles your purchase, send refund requests to support@ousiaai.com with your order number, purchase channel, purchase email, payment time, product name, device and system information, issue description, steps already attempted, and necessary screenshots or logs. We may request additional information to verify identity, transaction details, license status, or technical issues. Approved refunds are usually returned to the original payment method; timing, fees, currency conversion differences, tax handling, and chargeback consequences caused by banks, payment providers, app stores, or cross-border settlement are not fully under our control. Submitting a refund request does not automatically stop subscription renewal, so you should still cancel future renewals through the relevant platform or account settings.