Legal
Refund Policy
How refunds work for prepaid CloudService API credits and token packs — what is refundable, what is not, and how to ask.
This document is provided for transparency; contact our support page with questions. CloudService is operated by CloudService (independently operated online service). This policy sits alongside our Terms of Service.
1. How prepaid balances work
CloudService access is prepaid. A purchase adds either a USD API-credit balance or a provider-scoped token allowance to your account, and usage draws it down as you make requests. Because you pay in advance and see the exact total before confirming, we aim to make refunds of genuinely unused balance straightforward while treating already-consumed usage as final.
Our usage and billing records are the authoritative measure of what has been consumed and what remains.
2. Unused-credit refunds
If you have an unused, or partially used, API-credit balance and you have not violated our Terms of Service, you may request a refund of the remaining balance. The following apply:
- Only the unused portion of a credit balance is eligible. Credits already spent on completed requests are non-refundable.
- Refunds are issued to the original payment method through the original processor where possible. Availability, timing, and any processor-side limits are set by that processor.
- The non-refundable processing fee described in section 3, and any third-party network fees, are not part of the refundable amount.
- We may decline a refund where there is evidence of fraud, abuse, chargeback activity, or a breach of our terms.
Refunds are handled case by case. We will confirm the eligible amount with you before processing.
3. Processing fee and network fees
PayU adds a 3% processing fee; Cryptomus adds a 1.5% processing fee; PayPal adds a 3% processing fee. Earlier Razorpay orders remain subject to the fee shown on their completed invoice. The selected method shows its fee and exact charged total before redirecting; fees are rounded up to the nearest cent. This fee covers payment processing and is non-refundable, even where the underlying credit balance is refunded. For example, a refund of an unused credit balance returns the credit portion but not the processing fee already paid on that purchase.
Third-party charges — crypto network fees, exchange-rate movement, and any processor-side deductions — are set by those parties, are separate from CloudService pricing, and are outside our control and not refundable by us.
4. Token packs
Token-pack cards show the base price. PayU adds 3%; Cryptomus adds 1.5%; PayPal adds 3% when that payment method is selected. Earlier Razorpay orders remain governed by the exact total on their completed invoice. A token allowance is a prepaid, provider-scoped entitlement. Consumed tokens are final and non-refundable. Requests to refund an unused token allowance are handled case by case under the same principles as unused credit, subject to the same anti-abuse checks and any third-party fees.
Token keys have a fixed model-family scope and cannot be converted to another scope or into credit; a refund is not a way to convert one entitlement into another.
5. Trial credits
Any promotional, trial, or complimentary credits or tokens granted at no charge have no cash value and are non-refundable and non-transferable. They are not eligible for a cash refund, cannot be exchanged, and may expire or be withdrawn.
6. How to request a refund
To request a refund, contact support with the details we need to locate your purchase:
- Use the billing support page.
- Include your CloudService order ID, the displayed payment status, and the approximate time of purchase.
- Tell us whether you are requesting a refund of unused credit, an unused token allowance, or the full order.
Never send a full API key, wallet secret, recovery phrase, or private status link to support. Those are not needed to process a refund, and sharing them puts your account at risk. We will confirm the eligible amount and next steps by reply.
7. Chargebacks and disputes
If something looks wrong with a charge, please contact us first — most billing questions are resolved quickly, and our records let us confirm exactly what was purchased and consumed. Opening a chargeback or payment dispute before contacting us can delay resolution.
We take fraudulent or bad-faith chargebacks seriously. Where a chargeback is filed on a legitimately delivered and consumed entitlement, we may suspend the associated key or account, decline future service, and respond to the dispute with our usage and billing records. Legitimate billing errors on our side are always corrected.
8. Changes
We may update this policy as the service evolves. When we do, we will revise the “Last updated” date above. The policy in effect at the time of your purchase governs that purchase.
9. Contact
Refund and billing questions can be sent to billing support page.