Refund Policy
Last Updated: July 3, 2026
This Refund Policy applies to purchases, top-ups, subscriptions, prepaid credits, API usage, enterprise plans, and other paid services provided by NEOVATE TECHNOLOGIES PTE. LTD. (“ApiSmart,” “we,” “us,” or “our”).
Company information:
NEOVATE TECHNOLOGIES PTE. LTD.
UEN: 202552252E
Address: 112 Robinson Road, #03-01, Robinson 112, Singapore 068902
By purchasing or using ApiSmart services, you agree to this Refund Policy.
1. General Principle
ApiSmart provides digital, API-based, consumption-based AI services. Once credits are delivered, a plan is activated, or API usage begins, the service becomes available for immediate digital use.
For this reason, all payments are generally final and non-refundable unless this Refund Policy expressly states otherwise or a refund is required by applicable law.
If the relevant AI services, model endpoints, API gateway, or available equivalent routes are operating normally, we are unable to provide a refund.
2. No Refund When the Service Works Normally
You are not eligible for a refund if ApiSmart’s services are available and operating normally, including where:
- the API gateway is accessible;
- the purchased credits or plan have been delivered to your account;
- supported models or equivalent routed models are available;
- your API key is able to make valid requests;
- the issue is caused by your own integration, code, network, prompt, account configuration, selected model, unsupported use case, or third-party environment;
- the request fails because of incorrect parameters, invalid authentication, insufficient balance, rate limits, content restrictions, or misuse;
- you are dissatisfied with AI-generated Output, model style, model reasoning, response quality, response accuracy, latency variation, or provider behavior;
- you changed your mind after purchase;
- you no longer need the service;
- you purchased the wrong plan, wrong amount, or wrong model access;
- you did not use the purchased credits;
- your account was suspended or terminated for violating our Terms of Service;
- your API key was leaked, shared, abused, or used without authorization due to your failure to secure it.
AI model outputs are probabilistic and may vary. Output quality, factual accuracy, tone, completeness, or suitability for your purpose does not create a refund right when the API service itself is functioning.
3. Non-Refundable Items
Unless required by law or approved by us in writing, the following are non-refundable:
- used credits;
- partially used credits;
- activated plans;
- expired credits or plans;
- promotional credits;
- bonus credits;
- free trial credits;
- discounted campaign credits;
- enterprise setup fees;
- custom integration fees;
- technical support fees;
- completed API usage;
- manual service fees;
- transaction fees charged by payment processors;
- currency conversion fees;
- blockchain, cryptocurrency, or USDC network fees;
- payments connected to accounts suspended for abuse, fraud, chargebacks, or policy violations.
Unused credits are not automatically refundable simply because they remain unused.
4. Eligible Refund Situations
A refund may be considered only in limited situations, including:
4.1 Duplicate Payment
If you were charged twice for the same order due to a payment processing error, we may refund the duplicate charge after verification.
4.2 Payment Processing Error
If a payment was completed but credits or service access were not delivered due to a verified system error on our side, we may either deliver the missing credits, correct the account balance, or issue a refund at our discretion.
4.3 Verified Platform-Side Technical Failure
A refund may be considered if all of the following conditions are met:
- you experienced a material technical issue directly caused by ApiSmart;
- the issue prevented you from accessing or using the purchased service;
- the issue was not caused by your code, network, API key, account configuration, selected model, unsupported request, third-party environment, or violation of our Terms;
- you reported the issue to our support team promptly with sufficient evidence;
- we were unable to resolve the issue or provide a reasonable alternative route, credit correction, service extension, or equivalent solution;
- the affected credits or service period were not materially used.
If an equivalent model route, fallback route, account correction, or technical fix is available, we may provide that solution instead of a monetary refund.
5. Refund Request Time Limit
Refund requests must be submitted within 24 hours after the payment or top-up unless otherwise required by applicable law.
Requests made after this period are generally not eligible for refund review.
For recurring subscriptions or renewals, refund requests must be submitted within 24 hours after the renewal charge and before any material use of the renewed service.
6. Usage Review
We may review account logs, API usage records, token consumption, balance history, request timestamps, error logs, payment records, support history, and security records when evaluating a refund request.
If our records show that the service was delivered, credits were available, API requests were made successfully, or the issue was not caused by ApiSmart, the refund request may be denied.
Our system logs and billing records are the primary basis for determining service usage and refund eligibility.
7. Cryptocurrency and USDC Payments
Payments made through cryptocurrency, blockchain transactions, or USDC may be non-refundable due to the irreversible nature of blockchain transactions, network fees, compliance requirements, and transaction risks.
Where we approve a refund for a cryptocurrency or USDC payment, we may choose to issue the refund as account credit instead of returning funds to the original wallet. Any blockchain network fees, gas fees, exchange fees, or conversion losses are your responsibility.
We may refuse cryptocurrency-related refunds where the original transaction cannot be verified, the wallet cannot be confirmed, or compliance risks exist.
8. Chargebacks and Payment Disputes
If you initiate a chargeback, payment dispute, payment reversal, or unauthorized transaction claim without first contacting us, we may suspend or terminate your account, revoke API access, freeze credits, and block future purchases.
If a chargeback is found to be invalid, abusive, or inconsistent with this Refund Policy, you may be responsible for the disputed amount, chargeback fees, legal costs, administrative costs, and any unpaid service usage.
9. Account Suspension or Termination
If your account is suspended, restricted, or terminated due to violation of our Terms of Service, abuse, fraud, illegal activity, security risk, payment dispute, or misuse of the Services, you are not eligible for a refund for any remaining balance, credits, plan period, or unused service.
Deleted accounts are not eligible for refunds for any remaining credits or active service period.
10. Service Changes and Model Availability
AI models, providers, endpoints, routes, pricing, rate limits, context limits, and features may change from time to time.
A refund will not be issued solely because:
- a specific model is renamed, updated, replaced, rate-limited, removed, or temporarily unavailable;
- a third-party provider changes its model behavior, pricing, limits, moderation policy, or availability;
- ApiSmart routes your request through an equivalent or alternative route;
- latency, output style, or model behavior changes;
- your preferred model is no longer supported.
Where commercially reasonable, we may provide alternative routing, replacement access, account credit, or other adjustments at our discretion.
11. Refund Method
Approved refunds are usually returned to the original payment method where possible. However, we may issue refunds as ApiSmart account credit where:
- the original payment method does not support refunds;
- the payment was made through cryptocurrency or USDC;
- transaction reversal is unavailable or impractical;
- fraud or compliance review is required;
- the amount is small or affected by processor limitations;
- we determine that account credit is the appropriate remedy.
Refund processing times depend on the payment method, payment processor, bank, blockchain network, and compliance review.
12. How to Request a Refund
To request a refund, contact our support team through the support channel listed on our website or dashboard.
Your request should include:
- account email;
- order ID or transaction ID;
- payment date and amount;
- payment method;
- description of the issue;
- screenshots, error logs, request IDs, or other supporting evidence;
- steps you have already taken to resolve the issue.
Incomplete requests may be delayed or denied.
13. Discretionary Remedies
In some cases, even where a monetary refund is not available, we may choose to provide one or more of the following remedies at our sole discretion:
- technical troubleshooting;
- account balance correction;
- replacement credits;
- service extension;
- alternative model access;
- route adjustment;
- support escalation;
- partial credit compensation.
Providing a discretionary remedy in one case does not create an obligation to provide the same remedy in another case.
14. Final Decision
ApiSmart reserves the right to approve or deny refund requests based on this Refund Policy, our Terms of Service, account records, usage logs, payment records, support history, fraud risk, and applicable law.
Abusive, fraudulent, repetitive, misleading, or bad-faith refund requests may result in account restriction or termination.
15. Contact
For refund questions, please contact us through the support channel listed on our website or dashboard.
NEOVATE TECHNOLOGIES PTE. LTD.
UEN: 202552252E
Address: 112 Robinson Road, #03-01, Robinson 112, Singapore 068902