Credit & Refund Policy

1. Scope and definitions

This Credit & Refund Policy supplements the Terms of Service and explains how prepaid balance, bonus credit and refunds work on useainexus.com.

Paid balance: amounts you topped up, excluding any bonus credit.
Bonus credit: value credited to you for free under a quotation, promotion or volume programme.
Available balance: paid balance plus unused bonus credit, as shown in the console.
Quotation: the written or system-issued price offer addressed to your account, which states unit prices, discounts, bonus credit and validity periods.

2. Top-up and crediting

The Platform is prepaid. Balance is credited after your payment is confirmed; card payments are normally immediate, bank transfers once funds clear.
Minimum top-up amounts, available methods and any currency conversion are shown on the settlement page at the time of payment.
Bonus credit is credited together with, or as stated in, the relevant quotation and is displayed separately from paid balance.

3. Consumption order and validity

Usage is deducted from your available balance in real time. Where both types exist, bonus credit that expires first is consumed first, so that value is not lost.
Paid balance does not expire while your account remains open and in good standing.
Bonus credit is valid for the period stated in your quotation, normally 12 months from crediting. Unused bonus credit lapses at the end of that period and is not replaced.
Where a quotation provides for carry-over of unused bonus credit, the carry-over terms in that quotation apply.
Dormant accounts (no API calls for 12 consecutive months) receive an email reminder before any lapse takes effect.

4. Bonus credit conditions and excluded models

Bonus credit can only be spent on API usage. It cannot be withdrawn, transferred between accounts, exchanged for cash or applied to taxes and fees.
Bonus credit may be excluded for specific models or capabilities. GLM-5.3-Flash is billed at upstream list price and does not participate in bonus credit or volume tiers.
Image generation models may have bonus credit capped at a lower programme tier; your quotation states the applicable cap.
Promotional credit is subject to any additional conditions announced with the promotion, and to one promotion per account unless stated otherwise.

5. Refunds

Unused paid balance is refundable if you request it within 14 days of the top-up and have not used more than 5% of that top-up, except where a quotation states different terms.
Outside that window, unused paid balance is refunded only where: we terminate for our own reason, you terminate following a material price increase under section 9 of the Terms, the service is materially unavailable in breach of an agreed SLA, or a payment was made in error (duplicate or wrong account).
Requests go to [email protected] with your account identifier, the top-up or invoice reference, and the reason.
Approved refunds are made to the original payment method within 10 business days of approval, and may take 5 to 10 further business days to appear depending on your bank. Where the original method cannot receive a refund, we may issue account credit instead.
Bonus credit, promotional credit, and usage already consumed are not refundable.
Refunds may be reduced by amounts already invoiced, unpaid fees, and bank or processor charges actually incurred.
Where you use a card, you may also dispute a charge with your card issuer. Please raise the issue with us first; a chargeback filed without prior notice lets us suspend the account under the Terms until the dispute is resolved.

6. Non-refundable items

Usage already delivered, including model output you received, is not refundable because of dissatisfaction with the result, unless the failure is attributable to us.
Charges caused by compromised API keys resulting from your own security failure, by your test traffic, or by calls you chose to make are not refundable, except where our fraud detection failed and you notify us promptly.
Taxes and third-party payment processing fees are refunded only where the tax authority or processor permits it.
Quotation commitments (for example a minimum committed spend) remain payable even if you stop using the Platform early.

7. Invoices, currency and taxes

Billing currency is USD unless your quotation states otherwise. Amounts shown on the settlement page are the amounts charged.
Invoices are issued electronically through the console. Enterprise accounts may request consolidated monthly invoicing.
Where your jurisdiction requires a specific tax identifier or invoice format, provide it in your account settings before payment; corrections after issue may take one billing cycle.
Exchange rate differences between the charge date and the refund date are borne by neither party unfairly: refunds are made in the amount actually charged in the original currency.

8. Changes to this policy

We may update this policy. Changes take effect when published on this page, except that for existing top-ups and active quotations the terms in force at the time of the transaction continue to apply. This policy was first published on 9 October 2026.