Refund Policy

1.Refund window

You may request a refund of unused credit within 7 days of the top-up date. The refund is calculated on the balance that has not been consumed, measured at the moment we approve the request. Consumed credit — that is, tokens already processed by any model — is not refundable, because the upstream cost has already been incurred.

Each top-up is assessed on its own date. Example: you top up on 1 March and again on 20 March; on 5 March only the first top-up is still inside its 7-day window.

2.What is not refundable

• Credit already spent on API requests, including failed requests that reached the upstream provider.
• Unused credit requested more than 7 days after the top-up.
• Promotional, bonus or trial credit, which carries no cash value.
• Amounts withheld where an account was terminated for breach of our Terms of Service.

3.Duplicate or unauthorised charges

If you were charged twice for the same top-up, charged an amount you did not authorise, or a top-up never reached your balance, contact us with the invoice reference. Verified billing errors are refunded or corrected in full, regardless of the 7-day window.

4.How to request a refund

Email hello@arx.ai.id with the subject "Refund request" and include:

• the email address on your Arxan account;
• the invoice or top-up reference;
• the date and amount of the charge;
• the reason for the request.

We reply within 5 business days. We may ask for confirmation from the account owner before moving money. Approved refunds are issued to the original payment method.

5.Timing and method

Once approved, refunds are processed within 5 to 10 business days. Your bank or card issuer may take additional time to post the amount. Refunds are made in the original currency and payment method; exchange-rate differences, if any, are outside our control. Taxes charged at checkout are refunded proportionally.

6.Account closure

If you close your account, request a refund of any unused credit before closing it, within the 7-day window. If we close your account without cause, we refund the unused balance regardless of the window.

7.Chargebacks

Please contact us before filing a chargeback — most billing issues are fixed the same week. A chargeback filed without contacting us may lead to the account and its keys being suspended while the dispute is investigated.

8.Your statutory rights

This policy is a commercial promise on top of your legal rights. Nothing here limits rights you have under mandatory consumer protection law in your place of residence. Where those rights are broader than this policy, they prevail.