01Scope
This Policy covers every payment you make to us through everyapi.ai and the accompanying clients and console, including account top-ups, plan subscriptions, and fees for add-on services.
It does not cover transactions directly between you and an upstream model provider, revenue-share settlement for your activity as a Channel Provider (Section 7 of the Terms of Service applies there), or any amount collected by a third party and never actually received by us.
02Digital Goods, Delivered Instantly
What we sell is a digital service delivered instantly: credit posts the moment payment is confirmed and can be called right away (see the Delivery Policy). Consequently, credit you have already consumed is not refundable — the compute and the upstream provider's charge have already been incurred. Every refund under this Policy is for the unconsumed portion or for a charge that should never have happened.
03When a Refund Can Be Requested
You may request a refund in the cases below; we act on what the review actually finds:
- Unused balance — within 7 days of a top-up, where the credit from that top-up is entirely unconsumed, you may request a full refund of that top-up. Partially consumed top-ups are not refunded pro rata.
- Duplicate charges — where a single order was charged more than once, the duplicate is refunded in full.
- Failed delivery — where payment succeeded but no credit posted or the service did not activate, and re-issuing it did not resolve the problem (see Section 5 of the Delivery Policy).
- Metering or billing errors — amounts overcharged through a metering anomaly or a billing defect on our side are refunded in the amount overcharged, with no time limit.
- Statutory cases — any other case where applicable law requires a refund.
The refundable amount is limited to what we actually received. Credit obtained without payment — promotional grants, campaign rewards, referral bonuses, goodwill credit — is never refundable and does not count toward the "unconsumed" calculation above.
04When a Refund Is Not Available
The following are outside the scope of refunds:
- credit already consumed, and service periods already delivered and called against;
- charges arising from your own actions — a misconfigured parameter, a runaway loop, calling a model more expensive than you intended, or running without a usage cap;
- dissatisfaction with the quality, speed, style, or availability of model output — models are provided by upstream providers, and their output is outside what we warrant (see Section 6 of the Terms of Service);
- the effects of an upstream provider changing prices, retiring a model, revising its policies, or restricting availability;
- credit remaining in an account that was restricted, suspended, or terminated for breach of Section 3 or Section 4 of the Terms of Service;
- accounts under suspicion of volume manipulation, cashing out, stolen cards, money laundering, or any other risk-control hit; we may hold processing until the investigation closes.
05How to Apply
Apply by email to support, including the following. An incomplete application takes longer to review:
- your registered email, which must match the paying account;
- the order number or payment receipt, plus the time and amount paid;
- the reason for the request. Where the dispute is about billing, attach the request ID and the usage record;
- for a failed delivery or a duplicate charge, whether you would rather have the credit re-issued or refunded.
Except for the metering and billing errors in Section 3, an application must be submitted within 7 days of the transaction. Submitting an application does not guarantee approval.
06Review, Route, and Fees
We complete the review and tell you the outcome within 5 business days of receiving a complete application. Once approved, a refund goes only back along the original payment route, to the account you paid from — we do not refund to a different account, to a different name, or as cash or cryptocurrency in any form.
How long the money then takes to arrive is up to your payment institution or issuing bank — usually 3 to 15 business days, and outside our control. Refunds are issued in the original currency of the payment; any difference caused by exchange-rate movement is yours.
Where the payment channel charges a fee on the transaction and does not return it on a refund, that fee is deducted from the refunded amount. For failed delivery, duplicate charges, and billing errors attributable to us, no fee is deducted.
07Chargebacks and Disputes
If a charge looks wrong to you, contact us first — the large majority of disputes are settled within one business day. Filing a chargeback with your issuer instead puts the transaction into the bank's process, which is usually slower than the refund would have been.
While a chargeback is being investigated we may suspend the account involved to prevent further loss, and we will submit delivery and usage evidence to the payment institution. For accounts found to have filed in bad faith, we reserve the right to terminate service and pursue recovery.
08Changes to This Policy
We may update this Policy from time to time and will update the "last updated" date at the top of this page. Significant changes are announced in-site or by email. A change applies to transactions made after it takes effect; an application already submitted is handled under the version in force when it was submitted.
09Contact Us
For any question about refunds, please contact us by the following means:
- Email: support@everyapi.ai
- Address: 香港觀塘鴻圖道 50 號寶冠大廈 7 樓 A 座 13 室 (Kwun Tong, Hong Kong SAR)
- Phone: +852 6234 8810
- For refund matters, please mark "退款" or "Refund" in the email subject to expedite handling.
This Policy is governed by the Simplified Chinese version; if any other language version we provide is ambiguous compared with the Chinese, the Chinese version prevails.