Refund & Cancellation Policy

As our products are digital API services and token usage credits, this Refund Policy protects legitimate consumer rights while reflecting the nature of cloud infrastructure.

1. Cases Eligible for Refund

Refund requests will be approved under the following conditions:

• Duplicate or Excess Transfers: Accidental repeated transfers for the same invoice.
• System Failure: Successful bank payments not credited due to technical issues unresolved within 24 hours.
• Verified Billing Errors: Systemic inaccuracies in token deductions verified by our engineers.
• Account Closure: Unused deposit balance requested for refund within 7 days of top-up.

2. Non-Refundable Cases

• Tokens already consumed through API requests.
• Promotional balances, welcome gifts, or promo coupon credits.
• Accounts terminated due to malicious attacks, spam, fraud, or violations of acceptable use policies.

3. Refund Procedure (3 Steps)

1. Step 1 — Submit Request: Send refund request to [email protected] with account email, transaction receipt, reason, and official bank account details.
2. Step 2 — Verification: Our accounting team audits usage logs against bank records within 24 to 48 working hours.
3. Step 3 — Fund Disbursement: Approved funds are remitted directly to the original bank account within 3 to 5 business days.

4. Disbursement Method & Fees

Refunds are disbursed strictly via Vietnamese domestic bank transfer. If the refund is caused by customer error, interbank transfer fees may apply. System errors will be refunded in full at 100%.