# Refund Policy Source: https://staging-docs.aiand.com/billing/refunds/ ## Refund eligibility ai& credits are non-refundable as a default — they're a prepaid spend on inference, not a deposit. Exceptions: - **Charge errors** — incorrect amount, duplicate charge, or unauthorized use. Contact support with the Stripe transaction ID. - **Service-level issues** — if a sustained outage prevented use of credits you'd just purchased, we'll consider partial refunds case-by-case. - **Cancellation within 14 days** — if you haven't used any credits from a top-up, you can request a refund within 14 days of purchase. ## Credit expiry Credits **do not expire**. Balance persists indefinitely on an active organization. If an organization is deleted with a positive balance, the balance is forfeited — contact support before deleting if you have substantial credit. ## Chargebacks Filing a chargeback through your card issuer will result in the disputed amount of credit being clawed back from your balance. If the balance is insufficient, the organization is suspended until the dispute is resolved.