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Can I get a refund? (a person handles it)

You might be here because: “can I get a refund” · “I want my money back” · “refund for unused time” · “I cancelled, do I get a refund” · “charged twice” · “refund a crypto payment” · “We don’t provide automatic refunds for unused time” · “how long does a refund take” · “refund dispute” · “I paid but the plan never activated”

Short answer

A person handles every refund under the published refund policy; where the policy gives you a choice, you make it. Card payments are refunded in four cases: the charge went through but the plan never activated; an outage on our side (on API Scale while section 8.13 of the Terms keeps its service level, as the SLA credit table sets; on other plans at our discretion, pro rata); a first paid charge within 14 days when no session has been started; and a duplicate charge for the same period. There is no refund for the rest of a period after you cancel, for a downgrade, or for unused AI credits. Crypto payments are non-refundable except in five cases: you made a second payment by mistake and told us before the month it bought had started; you paid more than an order’s amount by mistake; we received the payment but could not deliver the plan; an order was paid only in part and not completed; or we closed or suspended your account other than for cause and that cut a paid crypto period short. The plan page says the same before you buy: no automatic refunds for unused time.

Check first

  • Card or crypto? Crypto payments are non-refundable outside the five cases above.
  • Did you start any session after the first payment? The 14-day case needs none.

Likely causes and fixes

  1. “I paid but the plan never activated.” Once we detect it, a person refunds the full amount; you do not need to ask. For a crypto payment you choose: the plan is granted, or the payment is returned. If your account is suspended or closed, the plan is granted only if we reinstate it under section 14.6 of the Terms of Service or, if it was not suspended or closed under section 14 of the Terms, it can still be restored; otherwise, or if the plan still cannot be delivered, the payment is returned. If we closed or suspended the account for cause, the payment is returned and does not reinstate the account. A returned payment is the coins we received, in the same asset and amount and on the same network, to an address you give, and we pay the network fee, unless the law forbids the return. Tell a person if it has not happened.

  2. “I was charged twice.” The duplicate card charge is refunded. A crypto payment made while a paid month is still running is not a double payment: it buys the next month, which starts when the paid time you already have ends. If you made a second crypto payment by mistake and tell us before the month it bought has started, that payment is returned, or, only if you agree, granted as plan time or AI credits. If you paid more than an order’s amount by mistake, contact support: the extra is returned, or, only if you agree, granted as plan time or AI credits. AI credits granted this way expire twelve months after they are granted.

  3. “I cancelled mid-month.” The rest of the period stays active and the next renewal is cancelled; that time is not refunded. Yearly plans follow the same rules as monthly.

  4. “Downtime on your side.” On API Scale, while section 8.13 of the Terms keeps its service level, the SLA credit table applies: a service credit against the next invoice by default, or a cash refund on request; on Enterprise, as its Order Form sets, otherwise as on other plans; on other plans, a pro-rata refund is at our discretion.

  5. How a card refund is paid. Ask by email to [email protected] or through Help; once eligibility is confirmed, the funds return to the original card, typically within 5–10 business days depending on your bank.

  6. “You said no and I disagree.” Write to support with “refund dispute” in the subject; a reply with the reasoning comes within 5 business days.

  7. “My crypto order was only paid in part.” If the order was not completed, you choose: the amount received is granted as plan time or AI credits, or returned. AI credits granted this way expire twelve months after they are granted.

  8. “You closed my account, and I paid in crypto.” If we closed it other than for cause, or suspended it other than for cause and did not reinstate it before the paid period ended, the unused part of each paid crypto period is returned pro rata; if we reinstated it before then, the paid period is extended by the time it was suspended; if for cause, nothing is returned.

If it still fails

Press Talk to a person in this chat (or open Help) and include your account email, the date and amount of the charge, card or crypto, and whether any session was started. Every refund, duplicate charge and dispute is handled by a person; where the policy gives you a choice, you make it. The assistant can only explain the policy above.