退款與取消政策
為方便閱讀，本頁可能依目前裝置先展開相符的商店章節；其他平台章節仍完整保留並可展開。本頁始終是同一份退款與取消政策，不因裝置而改變任何條款、權利或義務。
付款遇到問題時，請先使用 App 內的「恢復購買」同步權益；若仍有異常，再依實際完成交易的購買平台處理。Moku 可以協助核對權益狀態，但退款資格與結果由實際處理交易的平台依其規則及適用法律判定。
1. 先確認購買平台
App 內數位方案的付款、續訂、取消與退款，依實際完成交易的購買平台處理。結帳畫面顯示的商品名稱、價格、週期、試用與續訂條件，是該筆交易的重要依據。
Moku 目前的 NT$60、NT$89、NT$149 方案為月訂閱，會自動續訂直到取消；NT$30 為一次性支持，不會續訂，也不會解鎖訂閱功能。
若另有其他付款管道，會依結帳頁標示的付款處理者、條件與適用法律辦理，不與其他平台的訂單混合處理。
2. Apple App Store
申請退款
請前往 Apple 的「回報問題」頁面，登入購買時使用的 Apple 帳號，選擇「要求退款」並送出原因。退款資格與結果由 Apple 判定及處理。
取消訂閱
在 iPhone 或 iPad 開啟「設定」→ 點選你的名字 →「訂閱項目」→ 選擇 Moku →「取消訂閱」。取消通常會停止下一期續訂；目前已付款期間是否退款，仍由 Apple 的退款結果決定。
3. Google Play
申請退款
請使用 Google Play 官方退款流程，或到訂單紀錄中的「回報問題」提出申請。退款資格與結果依 Google Play 規則及適用法律判定。
取消訂閱
在 Google Play 的「付款與訂閱」中管理 Moku 訂閱。取消後通常仍可使用到已付款期間結束，除非商店頁面或適用規則另有說明。
4. 取消、退款與刪除帳號不是同一件事
- 取消訂閱：停止未來自動續訂。
- 申請退款：請購買平台審核已完成的交易。
- 刪除 Moku 帳號：刪除帳號資料，不會替你取消 Apple 或 Google 的商店訂閱。
若準備刪除帳號或解除安裝 App，請先到原購買平台確認是否仍有自動續訂；解除安裝本身不會取消訂閱。
5. 付款成功但權益沒有出現
- 確認目前登入的是購買時使用的 Moku 帳號。
- 在訂閱頁按一次「恢復購買」。
- 關閉並重新開啟 App，再確認方案狀態。
- 仍未同步時，寄信給 moku6366@gmail.com，附上購買平台、訂單編號、購買日期與看得到的錯誤畫面。
請不要寄完整卡號、密碼、驗證碼或 Apple／Google 帳號密碼。默會依 RevenueCat 與商店回傳的權益狀態協助核對，不會只憑前端成功畫面判定付款完成。
6. 重複扣款、AI 額度、獎勵廣告與技術異常
若同一商品疑似重複扣款，請先在商店購買紀錄確認是否為不同訂單，再向該商店提出退款或聯絡 Moku 協助查權益。AI 功能的月額度、文件限制或公平使用上限屬方案功能規則；額度已使用、尚未使用或技術請求失敗，本身都不會由 Moku 單方面決定退款資格。自願觀看獎勵廣告取得的一般額度、Deep Credits（深度額度）或透過廣告取得的通用單次功能使用權不是現金購買、沒有現金價值，也不構成可退款交易；訂閱方案每月內含的 Deep Credits 屬該期服務權益；不論用於深度生成、完整模考或其他高工作量 AI 操作，已消耗的 Deep Credits 代表已啟動相應服務工作量，未使用或已使用的額度本身都不等同可退款現金餘額。依好友贈送功能轉出的或收到的 Deep Credits 同樣沒有現金價值；贈送、接收或使用贈予額度不會建立新的付款或退款權利。正式環境的獎勵需通過實際廣告 provider 的伺服器端驗證（例如 AdMob SSV 或 Appodeal S2S）後才會入帳；若廣告已完整觀看但驗證未完成、失敗或預期額度未發放，請保留錯誤畫面並聯絡客服協助查核。若是 Moku 顯示錯誤、恢復購買失敗或商品說明與結帳畫面不一致，我們會協助釐清，但退款決定仍依付款平台與適用法律。
7. 依法不能排除的權利
本政策不排除或限制依適用消費者保護法規不得排除的權利。若本頁與購買平台的強制規則或適用法律衝突，以該規則或法律為準。
Refund & Cancellation Policy
For readability, this page may initially expand the store section that matches the current device. Other store sections remain fully available and can be expanded. This is always the same Refund & Cancellation Policy; no term, right, or obligation changes based on the device.
If a purchase appears incorrect, first use Restore Purchases in the app to resync your entitlement. If the issue remains, follow the process for the platform that actually processed the transaction. Moku can help verify entitlement status, but refund eligibility and outcomes are determined by the transaction platform under its rules and applicable law.
1. Identify the billing platform
Payments, renewals, cancellations, and refunds for digital plans purchased in the app are handled by the platform that actually processed the transaction. The product name, price, billing period, trial, and renewal terms shown at checkout are important terms of that transaction.
Moku currently offers NT$60, NT$89, and NT$149 monthly subscriptions that renew automatically until canceled. The NT$30 item is one-time support; it does not renew or unlock subscription features.
If another payment channel is separately offered, its checkout page identifies the payment processor and applicable terms. Orders from different payment platforms are handled separately.
2. Apple App Store
Request a refund
Use Apple’s Report a Problem page, sign in with the Apple Account used for the purchase, choose Request a refund, select a reason, and submit. Apple determines eligibility and processes the request.
Cancel a subscription
On iPhone or iPad, open Settings → your name → Subscriptions → Moku → Cancel Subscription. Cancellation normally stops the next renewal. Whether the current paid period is refunded depends on Apple’s refund decision.
3. Google Play
Request a refund
Use Google Play’s official refund flow or Report a problem from your order history. Eligibility and the result are determined under Google Play rules and applicable law.
Open the Google Play refund flow
Cancel a subscription
Manage Moku under Payments & subscriptions in Google Play. After cancellation, access normally remains available until the end of the paid period unless the store page or applicable rules say otherwise.
4. Cancellation, refund, and account deletion are different
- Cancel a subscription: stops future automatic renewals.
- Request a refund: asks the billing platform to review a completed charge.
- Delete a Moku account: removes account data, but does not cancel an Apple or Google store subscription.
Before deleting your account or uninstalling the app, check the original billing platform for any active renewal. Uninstalling does not cancel a subscription.
5. Payment completed but access is missing
- Make sure you are signed in to the Moku account used when purchasing.
- Tap Restore Purchases once on the subscription page.
- Close and reopen the app, then check the plan again.
- If it still does not sync, email moku6366@gmail.com with the billing platform, order number, purchase date, and a screenshot of the visible error.
Do not send a full card number, password, verification code, or Apple/Google Account password. Moku checks the entitlement returned by RevenueCat and the store instead of relying only on a client-side success screen.
6. Duplicate charges, AI allowances, rewarded ads, and technical problems
If a product appears to have been charged twice, first check whether the store shows two separate orders, then request a refund from that store or contact Moku for entitlement support. Monthly AI allowances, document limits, and fair-use caps are plan rules; whether an allowance was used, unused, or a technical request failed does not by itself determine refund eligibility. General quota, Deep Credits, or universal single-use feature passes earned by voluntarily watching rewarded ads are not cash purchases, have no cash value, and are not refundable transactions. Deep Credits included with a monthly subscription are service entitlements for that billing period. Whether used for Deep generation, a full mock exam, or another higher-workload AI action, consumed credits represent service workload that was initiated; neither used nor unused credits are themselves a refundable cash balance. Deep Credits sent or received through the friend-gifting feature likewise have no cash value, and gifting, receiving, or using gifted credits does not create a new payment or refund right. In production, rewarded-ad quota is credited only after server-side verification by the provider that actually served the ad (for example, AdMob SSV or Appodeal S2S). If an ad was completed but verification is pending or fails, or the expected quota is not granted, keep the visible error and contact support so Moku can investigate the reward record. Moku can investigate display errors, restore failures, or differences between the product description and checkout, while the refund decision remains subject to the billing platform and applicable law.
7. Non-waivable rights
Nothing in this policy excludes or limits consumer rights that cannot be waived under applicable law. If this page conflicts with mandatory store rules or applicable law, those rules or laws control.