Refund Policy
When payments, prepaid balances, and billing errors may qualify for a refund or credit.
These terms govern your use of the platform. Please read them carefully and retain a copy for your records.
1. Scope
This Policy applies to purchases of prepaid balance and other charges paid directly to us. Purchases made through a reseller, marketplace, or payment partner may also be subject to that provider's refund process. Nothing in this Policy limits non-waivable consumer rights.
2. Used balance and completed usage
Charges for model requests already processed are generally non-refundable because upstream capacity and provider costs are incurred when the request is handled. Prepaid balance that has been consumed, promotional credits, bonus credits, and expired credits have no cash value unless applicable law requires otherwise.
3. Unused prepaid balance
You may request review of an unused prepaid balance within 14 days of purchase. Approval depends on applicable law, payment method rules, fraud and chargeback risk, and whether any part of the purchase has been used. Processing fees or non-recoverable third-party fees may be deducted where permitted and disclosed.
4. Duplicate or incorrect charges
If you believe a charge was duplicated, calculated incorrectly, or applied to a failed transaction, contact support promptly with the transaction and relevant request identifiers. We will review account and ledger records and, if an error is confirmed, issue a refund or service credit as appropriate.
5. Service incidents
A provider error, timeout, degraded output, or model unavailability does not automatically qualify for a refund. We may issue service credits when our billing records show a charge for a request that was not delivered or when a published service commitment expressly provides a credit.
6. How to request a refund
Submit a request through the support channel shown in your account. Include the account email, transaction identifier, amount, date, and reason, but never include passwords or full payment-card details. We may request additional information to verify account ownership and prevent fraud.
7. Processing and payment method
Approved refunds are normally returned to the original payment method. Bank, card-network, digital-asset, and payment-provider processing times are outside our control. If the original method cannot receive funds, we may offer account credit or another lawful method after verification.
8. Account closure and chargebacks
Closing an account does not itself create a right to a refund. Before initiating a chargeback, contact support so we can investigate. We may suspend access while a payment dispute is pending and may deduct valid usage charges or amounts owed from any refund where permitted by law.