1. The short version
Credits are refundable within 30 days of purchase. We’ll refund the unused portion to your original payment method. Used Credits aren’t refundable (we’ve already paid the runtime + vendor costs they covered).
If something went wrong on our end — an outage, a failed provision, an incorrect charge — tell us and we’ll make it right. Section 4 covers this in detail.
2. Credit refunds
Top-ups can be refunded within 30 days of the purchase date. The refundable amount is the unused balance from that specific top-up:
- If you top up $200 and use 70 Credits before requesting a refund, we refund $130 (the unused portion in original dollars).
- Bonus Credits from bulk top-ups don’t count toward the refundable amount — only what you actually paid.
- Top-ups older than 30 days are not refundable, but the Credits stay on your account and don’t expire.
3. Failed top-ups
If a top-up payment is charged but the Credits don’t appear on your account — a processing error, webhook failure, etc. — we’ll either resolve it (Credits appear) or refund the charge in full. No 30-day limit on this.
Auto-refill failures (declined card, expired card, etc.) trigger a notification to you and pause new top-ups. Your exocorp pauses cleanly when the balance hits zero; state is preserved until you top up again.
4. Service issues
If a significant outage or technical issue on our side prevents your exocorp from operating, we’ll credit your account or refund affected charges. Email support@exocorp.ai with the timeframe and what your exocorp couldn’t do.
Issues that aren’t our responsibility — your model provider was rate-limited, your plugin’s vendor was down, your auto-refill failed because of a payment-method issue — aren’t covered, but we’ll help you diagnose if you ask.
5. Closing your account
When you close your account, any unused Credits from refundable top-ups (within 30 days of purchase) are returned to your payment method. Unused Credits from older top-ups, or unused bonus Credits, are not refunded — but you can keep the account open and use them at any time.
If you closed your account and changed your mind, you can re-open it within 90 days and your Credits balance will still be there.
6. How to request a refund
Email support@exocorp.ai from your account email address with:
- The top-up you’d like refunded (date or transaction ID)
- A brief reason — helpful for us to learn from, not required for the refund
We process refund requests within 5–10 business days. Most take much less.
7. Refund method
Approved refunds go back to the original payment method (typically the card the top-up was charged to). Depending on your payment provider and bank, it can take an additional 5–10 business days for the refund to appear on your statement.
If the original payment method is no longer available, we’ll coordinate with you on an alternative.
8. Contact
Questions about this policy? Email support@exocorp.ai or use the contact page.