Refund Policy

1. Unused paid credit

Credit you bought with a top-up and have not spent can be refunded. Ask at any time; closing your account in the console also offers it. We refund the unspent part of each payment — credit that has already paid for requests cannot be returned.

Refunds go back to the payment method you used — card, Alipay or WeChat Pay — while the payment processor still allows a refund to it. After that we refund by bank transfer to an account in the payer's name. We charge no refund fee; your bank or wallet may apply its own exchange rate.

2. What is not refundable

• trial, promotional and redemption-code credit, and SLA service credits — they have no cash value;
• credit already consumed by requests, including requests made with a leaked key before you disabled it;
• a plan that has already started — a plan covers one term and does not renew; ending it early forfeits the usage it still includes.

3. Charges made in error

A duplicate charge, a charge for a top-up that did not credit your balance, or usage billed against the wrong price is corrected in full. Tell us the payment or request IDs and we fix the balance or refund the payment.

4. How to ask

Write to [Support address — to be stated before these terms take effect] from the account owner's address with your organisation ID, or use the refund option when closing the account. We process a refund within ten business days of confirming it; the time it takes to reach you then depends on the payment processor and your bank.

5. Chargebacks

Please contact us before disputing a charge with your bank: we can usually fix a problem faster. While a chargeback is open, the account may be suspended, because the disputed credit may already have been spent.

6. Your statutory rights

Nothing in this policy limits a right to a refund that the law where you live gives you.