Refund Policy

Paid features are powered by Credits linked to your apixly balance. You purchase Credits by topping up in advance, and they are consumed as you use chat, image and video generation and API calls according to the current pricing. Credits have no cash value and are not transferable.

Credits that have already been used to deliver a chat response, an image, a video or an API call are final and non-refundable, because the underlying AI service has already been provided. This covers the large majority of usage.

If you have an unused Credit balance, you may request a refund of the unused portion within 3 days of the top-up, provided the account shows no signs of abuse. We do not charge any additional refund fee; however, payment-processing fees already incurred on the transaction are deducted from the refunded amount. Requests made after 3 days, or for a balance that has been partly consumed, are treated as accepted and are not eligible for refund.

To request a refund, contact [email protected] from the email address on your account and include the order reference.

If you were charged more than once for the same top-up, charged because of a system error, or a paid service was not delivered due to a fault on our side, we will refund the affected amount in full after verification.

Refunds for top-ups made by card are returned to the original card through our payment processor, and usually settle within 5–10 business days depending on your bank. If you do not recognise a charge, please contact us before disputing it with your bank so we can resolve it quickly.

Because on-chain transfers are irreversible, top-ups made with USDT or other crypto assets cannot be returned as crypto. Where a refund is due, we return the equivalent value as Credits. Credits are for consuming AI services on the platform and cannot be withdrawn or converted back into cash or crypto.

We take metering and billing seriously and work to keep them transparent and accurate. In the rare event that you believe a charge is incorrect, contact us with the details and we will review it. Where we confirm an error on our side, we make any appropriate adjustment by way of a Credit refund, limited to the affected portion of your usage.

Questions about billing or refunds can be sent to [email protected]. We review every request individually and aim to respond within a few business days.