Refund and cancellation policy

This policy governs refunds of amounts paid into an Open LLMs wallet, cancellation of your use of the service, and closure of your account. It is part of the Billing Policy and of the Terms of Service.

Open LLMs sells prepaid credit for a metered API. There is no subscription, no renewal and no minimum term, so there is no plan to cancel and no notice period to serve.

Nothing in this policy limits any right you have as a consumer under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020 that cannot be excluded by agreement.

Refundable. Paid credit still held in your wallet and not yet consumed is refundable in full, on request, at any time while the account exists. The operator deducts no administration fee, no cancellation charge and no processing charge from a refund.

Not refundable. The following are not refundable:

• credit already consumed by requests that completed, including requests you did not intend to send, because the service for those requests was delivered;
• promotional credit, whether spent, unspent or expired, because it was granted rather than bought, carries no cash value and is never converted to money;
• currency-conversion charges, cross-border fees and any other amount levied by your bank or card issuer, because the operator never receives them;
• an amount already refunded, or an amount reversed by a chargeback under clause 7.

A charge you believe is wrong is not a refund question. Raise it as a billing correction under clause 8 of the Billing Policy and the operator will examine the request record behind the charge.

Where your balance is negative because a request was still running when your credit ran out, the negative amount is deducted before any refund is calculated.

Send a refund request through Contact Us, stating:

1. the email address the account is registered under;
2. the amount you are asking for, or that you are asking for the whole unused balance;
3. the reason for the request.

A request may be made by the account holder only. The operator may ask you to confirm control of the registered email address before acting, and will not process a refund it cannot attribute to the account holder.

You do not need to give a reason to have unused paid credit returned. The reason is requested so that a fault on the operator’s side gets fixed rather than merely refunded.

The operator will acknowledge a refund request within 24 hours of receiving it, and will decide the request and instruct any approved refund with the payment provider within 15 days of receiving it. Those periods are shorter than, and therefore satisfy, the acknowledgement and redressal periods required by the Consumer Protection (E-Commerce) Rules, 2020.

Where a request is refused, the operator will say so within the same 15 days and give the reason.

The operator does not commit to a date on which the money appears on your statement. Once the refund is instructed, the payment provider and your bank or card issuer control when it posts. That step is outside the operator’s control, varies between issuers, and the operator will not publish a figure for it that it cannot honour. The date the refund was instructed is recorded in your wallet history and will be given to you on request.

A refund is made in USD to the original payment method, through the payment provider that took the top-up. Where several top-ups funded the balance, refunds are applied against them starting with the most recent.

The operator cannot refund to a different card, a different bank account, a different payment provider or a third party, and cannot pay a refund out as cash, as a bank transfer or as promotional credit. There is no withdrawal or transfer feature on the wallet, by design.

A payment provider will accept a refund against an original payment only for a period of its own choosing, which the operator does not set. Where the provider will no longer accept a refund against the original payment, the operator will tell you so within 15 days and the credit remains in your wallet, spendable, with no expiry.

The amount refunded is the USDamount. What arrives in your own currency depends on your bank’s rate on the day, and may differ from what you originally paid. The operator neither controls nor compensates that difference.

There is no charge for cancelling. The operator imposes no cancellation fee, no early-termination charge and no account-closure charge, and bears no such charge itself.

To stop being charged, stop sending requests. Because billing is metered per completed request from prepaid credit, no further amount is charged from the moment you stop. Nothing renews and no notice is required.

To cut off access immediately, revoke your API keys in the dashboard. Revocation takes effect at once and any request using a revoked key is rejected.

To close the account and have your personal data erased, submit a request through the privacy request form. The operator states plainly that there is no self-service delete control today: closure and erasure are carried out by a person from your written request, on the timeline published in the Privacy Policy.

On closure, unused paid credit is refunded under clauses 2 to 5 and any promotional credit lapses. Records the operator must keep to meet a legal obligation are retained as described in the Privacy Policy.

If you dispute a top-up with your bank or card issuer rather than with the operator, the payment provider notifies the operator and a person reviews the dispute. Nothing is reversed automatically.

The operator may suspend access to the account while a dispute is open, and may keep it suspended where the dispute concerns a top-up whose credit has already been consumed.

Where a payment is reversed or refunded by the provider, the matching credit is removed from your wallet. Where that credit has already been consumed, the balance goes negative by the difference and must be settled before the account is used again.

Raising the matter through Contact Usfirst is faster: the operator can refund an unused balance directly, whereas a chargeback runs on the card network’s timetable.

The operator may refuse a refund request where:

• the top-up was made with a payment instrument the requester was not entitled to use, or the request is made by someone other than the account holder;
• the account has been used in breach of the Acceptable Use Policy or the Terms of Service;
• the request forms part of a pattern of topping up and reclaiming that is being used to launder funds or to test payment instruments;
• refunding would put the operator in breach of a law, a court order, or the payment provider’s rules.

A refusal is given in writing, with the reason, within 15 days of the request. You may escalate a refusal to the Grievance Officer under clause 10.

Clause titles, the summary cards at the top of this page, the “in short” lines beside each clause, the tables above and the frequently-asked-questions section are provided for convenience as a reading aid. They are not part of the agreement, do not qualify the binding text, and are not to be used to construe it. Where a summary and the binding text differ, the binding text governs.