Refund policy

1. Scope

This policy applies to confirmed paid Rate Cloud subscriptions. A created but unpaid order does not require a refund: no funds have been received for it and no access has been granted. Free trial access is not a purchase. The terms of each purchase and the amount are fixed in its order and payment event.

The policy establishes a voluntary right to a full refund subject to the conditions of section 2. It does not override the right to a refund or other remedies that are mandatorily provided by applicable law in the event of non-provision of the service, a material defect or another legally prescribed situation.

2. When a voluntary refund is possible

The User is entitled to request a full refund of the paid subscription if the access to the relevant model after payment was not used at all via the API, or if less than 60 minutes have passed from the first successful request to that model under the paid access at the time the Operator receives the request. The count is based on server time from the completion of the first successful request to the receipt of the support request. Exactly 60 minutes or more do not fall under the voluntary first-hour rule.

A successful request means a request completed by the server with a successful processing status; authorization errors, limit rejections, unsuccessful provider responses, and interrupted requests do not start the count. Use of the free trial before payment also does not start the count for the paid subscription. If multiple paid periods are simultaneously active for the same model, use of the model's shared pool is deemed use of access under all of them; a separate API key does not create a separate refund window.

Server records of the order, paid period and completed API requests are used to verify the condition. The time of the first successful request is separately retained within the paid period, including after deletion of the detailed request log. The absence of a token counter does not by itself prove lack of use: usage may not be reported by the provider. If records contradict each other, the Operator reviews the request individually and discloses which data the decision is based on.

3. How to submit a request

Requests are sent from the registered email to [email protected] or via Support Telegram with subsequent verification of account ownership in a secure manner. Provide the account email, order number or date, model, amount and reason for the request. Do not send the password, full API key, bank card details or confirmation codes.

The time of the request is deemed to be when the message is received by the Operator, not when it is read by a staff member. Support confirms receipt, verifies the payment and request history, and communicates the decision with a brief justification. If necessary, information sufficient to establish the payment owner may be requested, without transferring card secrets.

4. Refund amount and method

When the voluntary first-hour rule is satisfied, the entire amount actually paid for the relevant subscription is refunded in the payment currency. The refund is made using the same payment method if available; an alternative method is agreed with the payer and the payment provider. The crediting timeframe depends on the provider and the bank; the Operator communicates the available transaction status.

Upon refund confirmation, the corresponding paid access is revoked and the slot capacity is reduced. When purchasing multiple independent subscriptions, a decision is made for each confirmed item; a refund of one purchase does not cancel another. Fees that the law prohibits withholding are not withheld.

5. Denials, failures and mandatory rights

If payment is confirmed but access is not granted, or the service is persistently unable to deliver the paid service due to a reason on the Operator's side, the request is considered regardless of the voluntary first-hour rule. A technical failure after the first successful request does not automatically convert the undelivered portion of the service into a delivered one. Possible remedies include restoring access, proportional extension, price reduction or refund to the extent provided by applicable law and circumstances.

A denial of a voluntary refund after the first hour has expired does not mean a denial of a statutory claim due to a service deficiency. The Operator communicates the reason for denial and the procedure for reconsideration. Disputes may be referred to [email protected].