Refund Policy

1 Top-ups

Users may top up their account through the payment channels made available on the Platform. A topped-up balance may be used solely for the AI/API services provided on the Platform; it may not be withdrawn, transferred, traded between users or exchanged for cash.

1. Fixed enterprise top-up tiers are offered, for example a USD 100 tier and a USD 200 tier. Users who top up at an enterprise tier are entitled to the enterprise customer benefits published by the Platform (higher concurrency, commercial and technical onboarding support and the like); the benefits then published on the website pages prevail.

2. Cash balances credited by way of a top-up remain valid indefinitely and do not expire.

3. Promotional credits obtained through campaigns, rewards or subsidies do not constitute a cash top-up, and such promotional credits are not refundable.

2 Refund policy

2.1 Scope of refunds

The balance in the User's account that has not yet been consumed by API calls may be the subject of a refund application. Amounts corresponding to Tokens already consumed, promotional credits and reward or subsidy credits are not refundable.

2.2 Circumstances in which no refund is given

(1) Where an account is terminated by a risk-control determination on account of the User's non-compliant use, the account balance is not refundable;

(2) The portion already consumed by API calls is not refundable;

(3) Campaign gifts and reward or subsidy credits are not included in the refund base.

2.3 Refund application procedure

(1) The User submits a refund application through the Platform's support ticket system or the official business email address, enclosing: the account ID, the top-up order number, the refund amount applied for and the receiving account details.

(2) The Platform completes its review of the materials within 5 business days of receiving a complete application.

(3) Once approved, the refund is returned by the original route to the original payment channel. The refund processing cycle is 15-30 business days; the final timing depends on the settlement progress of the third-party payment institution.

(4) Payment channel fees arising from the refund are borne by the applicant and are deducted directly from the refund amount.

(5) Only one refund operation is supported per top-up order; once the refund is completed, the balance of the corresponding top-up batch is reduced to zero.

Example: a User tops up USD 100 and has consumed USD 20 through calls; the amount that may be applied for as a refund is USD 80. A promotional reward of USD 50 in the account is not taken into account in the refund calculation.

3 Risk control and termination of service

The Platform will not restrict or close a User's account without cause. Warnings, rate limiting, interface restrictions, temporary freezes and termination of service may be imposed only where one of the following objectively verifiable breaches is made out.

3.1 The Platform is entitled to take risk-control measures where the User engages in any of the following conduct

(i) using the Platform's services to carry on illegal or non-compliant business, including but not limited to fraud, infringement and the generation of content prohibited by laws and regulations;

(ii) malicious attacks, stress testing or crawler-driven traffic inflation that interferes with the stable operation of the Platform's systems;

(iii) falsifying materials or registering by misappropriating another person's identity, giving rise to payment risks such as card fraud, chargebacks or deception;

(iv) using the Platform's services in breach of the official service agreement of an upstream large-model vendor;

(v) receipt of a formal written order from a judicial or regulatory authority.

3.2 Risk-control procedure

(1) Non-urgent risks: the Platform will first send a risk notice to the User's registered email address and allow an appeal period of 3-5 business days, during which the User may submit evidence in appeal; the Platform will act only after its re-examination.

(2) Urgent and material risks (an attack in progress, or a risk of illegality): the Platform may suspend API access immediately and send the User written notice afterwards; the User still retains the right of appeal.

3.3 Treatment of the balance following risk-control measures

(1) Where re-examination confirms that the User has indeed committed one of the breaches described above: the unconsumed cash top-up balance is not refundable.

(2) Where the appeal review finds the risk-control measure to have been made in error: all account permissions are restored, the account balance is retained in full, and the User is notified in writing.

3.4 Termination of service by the User

A User who decides to stop using the Platform's services may, in accordance with this refund policy, apply for the return of the unconsumed cash top-up balance in the account.

4 Governing law

This Policy is governed by the laws of the Hong Kong Special Administrative Region. A User who disputes the outcome of a refund or of a risk-control measure may submit an appeal through the official support ticket system or the business email address.