// Refunds
Refunds
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Updated
Top-ups and credits
A top-up gives you prepaid credits that are used for later model calls and deducted by actual usage. Credits are not a deposit, earn no interest, cannot be transferred, and cannot be exchanged for credits on another account.
Eligible refund situations
You may apply for a refund when:
- the same payment was made twice;
- a payment succeeded but credits were not added and we cannot add them;
- credits you bought are completely unusable because of us and have not been used.
Unused credits within 30 days
Within 30 days of a top-up arriving, you may apply to have the unused part of that top-up refunded. The refund is calculated by the unused share of that top-up, less the fees charged by the payment channel.
These are not covered: credits given as gifts or promotions, and top-ups for which an invoice has been issued (the invoice must be voided first, after which you may apply again). After 30 days, credits that arrived normally and can be used are not refunded for reasons on your side (such as no longer needing them, or choosing the wrong model).
Credit validity
Credits are valid for 365 days from your most recent top-up. After that we may void the remaining credits, and we will notify you at your registered email 30 days before doing so. If you top up again before then, the 365 days count from the new top-up.
Non-refundable situations
- Credits that have already been used;
- Usage caused by your key being exposed or shared;
- Remaining credits after an account is restricted or terminated for breaching the terms (unless the law requires otherwise);
- Dissatisfaction with the quality, style or result of model output (output is produced by third party providers’ models).
How to apply
Send an email to the billing address listed at the bottom of this page with: your registered email, the top-up time and amount, the payment order number or receipt, and the reason. Please do not include API keys in the email.
Processing period
We review each request and, once approved, refund through the original payment channel. Arrival time depends on the payment channel and the bank.