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REFUND POLICY

Refund Policy

This Policy explains the rules for refunds and ledger corrections for Add funds, model calls, duplicate charges, and service anomalies. While online payment is not yet available, this Policy serves as the baseline for processing once payment access is introduced.

Effective Date
July 16, 2026
Version
1.0
Applicable Services
Add funds, subscriptions, and model usage on Taida Nexus
Returned to the original channelEligible payments are in principle returned through the original payment channel
Ledger traceabilityRefunds, corrections, and manual adjustments are all recorded
Clear timeframeWe provide status and outcome updates after your application is accepted
01

Scope

This Policy applies to Add funds completed for Taida Nexus accounts on the official page, package purchases, and model call costs recorded in the Platform ledger. Where the enterprise contract provides otherwise, the contract signed by both parties prevails.

Gifted amounts, promotional credits, trial credits, and rebated amounts are not part of your payment, and do not support withdrawals or discounts.

02

When you can request a refund or correction

  • You were charged multiple times for the same order due to the Platform or the payment system.
  • Your payment succeeded, but the corresponding amount did not reach your account within a reasonable time and cannot be reissued.
  • The Platform confirms duplicate billing for the same request, or billing for an unsuccessful request that violates published billing rules.
  • Laws or regulations require a refund, or the Platform confirms in writing that a refund is due.
03

What is typically non-refundable

  • Model costs that have been consumed normally, including retries from your program and valid calls resulting from concurrency or key disclosure.
  • Dissatisfaction with model output quality, style, or accuracy where the model vendor processed the request normally.
  • Gifted amounts, promotional credits, and expired event benefits.
  • Account restrictions resulting from a violation of the Acceptable Use Policy, except as otherwise provided by law.
04

How to apply

Submit your order number, request ID, time of occurrence, charged amount, problem description, and necessary evidence through the logged-in messaging or support portal. The Platform will first verify account ownership, then check payment history, the Platform ledger, and vendor metering records.

Do not send sensitive credentials

Never include your full API key, password, authenticator key, or full card information in an application.

05

Acceptance and processing timeframe

The Platform usually completes its initial review within 5 business days of receiving complete materials. If payment institutions, banks, or vendors need to review the request, processing may take longer. The Platform will update you via on-site messaging or your linked email.

06

Refund method

In principle, refunds are returned to the original payment method for the original amount. When the original channel cannot be refunded, the Platform will provide an alternative compliant method after verifying your identity and payment details. When the funds arrive depends on the payment institution and card issuer.

07

Abnormal billing and ledger corrections

If a billing error is verified but no external funds need to be returned, the Platform may correct your balance by offsetting or adjusting ledger entries. Historical records will not be deleted or overwritten directly, so every adjustment remains traceable to its reason and operator.

08

Policy updates and contact

The Platform may update this Policy when payment methods, the operating entity, or applicable law changes. Significant changes will be explained on the official website or through on-site messaging before they take effect. Refund questions can be submitted through the channels listed on the About Us page.