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Legal · Policies & agreements

DeepRelay Refund and Account Credit Policy

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Effective
2026-07-18
Last updated
2026-07-18
Version
1.0

When API credit payments may be refunded, how consumed and promotional balance is handled, what evidence is required, and how approved refunds are processed.

1. Scope and key principle

This Policy applies to payments made to fund DeepRelay API usage balance and any future paid product whose checkout links to this Policy. Current production service is primarily prepaid balance consumed by measured API usage; planned Smart Plan content is not a purchasable subscription unless checkout expressly says otherwise.

Because API capacity and model usage are delivered immediately and incur upstream cost, consumed usage is generally non-refundable. We will correct proven billing errors and consider the unused paid portion in the eligible cases below. Mandatory refund rights under applicable law always prevail.

2. Cases generally eligible for review

  • Duplicate or unauthorized duplicate charge: the same intended purchase was charged more than once, or a charge resulted from a confirmed DeepRelay/payment integration error.
  • Payment completed but credit not delivered: the provider confirms a completed payment, but the corresponding DeepRelay paid balance was not credited within a reasonable processing period and cannot be corrected promptly.
  • Incorrect amount or currency: the completed charge differs from the amount/currency you confirmed at checkout due to a proven system error.
  • Material service failure: a prolonged DeepRelay-controlled failure substantially prevented use of newly purchased paid balance, and a practical service-credit remedy is not adequate. Upstream model unavailability affecting only one provider/model may be addressed by rerouting or service credit rather than cash refund.
  • Unused paid balance: a request submitted within 14 days after payment may be reviewed for the remaining unused paid portion, less consumed usage, provider-nonrefundable fees where lawful, prior refunds/chargebacks, and adjustments. Approval is not automatic.
  • Law-required refund: any refund, cancellation, or remedy required by applicable non-waivable law.

3. Cases generally not refundable

  • API usage already consumed or upstream cost already incurred, except for a proven metering/billing error.
  • Promotional, bonus, trial, referral, gifted, or otherwise non-paid balance.
  • Dissatisfaction with model style, accuracy, latency, or output where the request was delivered and metered correctly.
  • Failure caused by your code, configuration, device, network, exposed Key, unsupported model/endpoint, insufficient balance, or violation of documentation or rate limits.
  • Suspension or termination for abuse, fraud, chargeback, sanctions, unlawful content, security attack, or material breach.
  • Currency-conversion differences, bank/card fees, wallet fees, or exchange-rate movement not charged or controlled by DeepRelay, unless law requires otherwise.
  • A request made after the review window without evidence of duplicate charge, non-delivery, system error, security incident, or a legal right requiring review.

4. Paid balance, promotional balance, and usage

DeepRelay keeps a balance ledger and usage records. When reviewing a refund, we distinguish paid value from promotional value. Promotional value is removed before calculating a cash refund and is never converted to cash. If granted balance was consumed before paid balance, we may reconstruct the economic allocation so the refund does not exceed the unconsumed amount you actually paid.

Approved refund amount cannot exceed the original captured payment and will be reduced by prior refunds, reversals, chargebacks, consumed paid usage, or legally permissible nonrefundable amounts. We may temporarily reserve the disputed balance to prevent further consumption while reviewing the request.

5. How and when to request

Submit the request as soon as possible and, for an unused-balance review, within 14 calendar days of payment. Duplicate charge, non-delivery, security incident, or mandatory legal claims will be reviewed under the applicable facts and deadlines even if reported later.

Use the authenticated support/contact method displayed in your DeepRelay dashboard or the merchant contact method on your payment receipt. Provide:

  • DeepRelay account email;
  • DeepRelay order ID and payment-provider transaction/capture ID;
  • payment date, amount, currency, and method;
  • the reason and requested resolution;
  • relevant timestamps, error messages, and redacted evidence.

Never provide your password, complete API Key, full card number, CVV/security code, private key, wallet recovery phrase, or authentication code.

6. Review and resolution

We compare the request with the payment provider, order status, provider events, balance ledger, API usage, security logs, and any prior adjustment. We may ask for additional non-sensitive evidence or identity verification. We aim to acknowledge a complete request within 5 business days and decide it within 10 business days, but complex provider, fraud, or cross-border cases may take longer. These are service targets, not a waiver of legal deadlines.

Possible resolutions include correcting balance, re-crediting missing value, service credit, partial refund of unused paid value, full refund, or denial with a reason. A correction or service credit will not replace a cash refund where applicable law requires cash refund.

7. How approved refunds are paid

Approved cash refunds are normally sent to the original payment method and in the original transaction currency through the payment provider. Provider, card network, bank, wallet, currency-conversion, and settlement rules may affect the final posting date or converted amount. DeepRelay does not control those external processing times.

We generally initiate an approved refund within 5 business days after the decision. The provider or financial institution may need additional business days to post it. If the original method cannot receive a refund, we will use another lawful method agreed with you after appropriate verification; we will never ask for a fee or a password/API Key to release a refund.

8. Chargebacks and payment-provider disputes

Contact us first so we can investigate and preserve your payment rights. If you open a chargeback or provider dispute, do not also consume the disputed balance. We may restrict the disputed amount or account, provide transaction/usage evidence to the provider, and reconcile the ledger after a final outcome. Fraudulent or abusive disputes may result in suspension. This section does not prevent you from exercising a legal right to dispute an unauthorized or erroneous charge.

9. Policy changes and contact

We may update this Policy prospectively. The version in effect when you paid generally governs that transaction, unless a later version is more favorable to you or law requires otherwise. We will post the new effective date and provide notice of material changes where required.

For a refund request, use the authenticated support/contact method displayed in your DeepRelay dashboard or the merchant contact method on your payment receipt. Keep your receipt and a copy of the request.

The English text is controlling; the Chinese text is a convenience translation. Mandatory local consumer law prevails over any conflicting limitation.