Refund eligibility depends on the charge type, usage, account status, and applicable law. This policy does not limit non-waivable consumer rights.
1. How to Request a Refund
Contact DeepAILab with the account email, invoice or charge identifier, amount, charge date, and a short explanation of the issue.
We may request additional information to confirm account ownership, payment status, usage, and whether the service was available during the billing period.
2. Generally Eligible Cases
DeepAILab will review refund requests in good faith. The following cases are commonly eligible when verified.
- Duplicate charges or clear payment processing errors.
- Charges made after a confirmed cancellation when renewal should not have occurred.
- Prepaid API balance that has not been used, subject to payment processor limitations and applicable law.
- Service access failures caused by DeepAILab that materially prevented use during the paid period.
3. Limited or Ineligible Cases
Some charges are not refundable once the service has been delivered or consumed. This includes metered API usage, exhausted allowance, previously used prepaid balance, and fees already owed for completed billing periods.
We generally do not refund charges caused by incorrect customer configuration, policy violations, suspended accounts, or failure to cancel before renewal unless required by law.
4. Subscriptions
Cancelling a subscription stops future renewal charges. Access and benefits may continue until the end of the current paid period unless the product interface states otherwise.
Partial-period refunds are reviewed case by case and may depend on usage, plan terms, promotional pricing, and payment processor constraints.
5. Prepaid API Balance
Unused prepaid API balance may be reviewed for refund when requested from the same account that purchased it. Consumed balance, expired promotional credits, trial credits, and bonus credits are not cash refundable unless required by law.
If a refund is approved, DeepAILab may reduce the corresponding balance, allowance, or account credit before issuing payment back through the original payment method.
6. Review and Processing Time
We aim to complete most refund reviews within 10 business days after receiving the information needed to evaluate the request.
Approved refunds are sent to the original payment method when possible. Payment processors and banks may take additional time to post funds.
7. Chargebacks and Disputes
Please contact DeepAILab before opening a payment dispute so we can investigate quickly. Chargebacks may require temporary account restrictions while the payment processor reviews the dispute.