Refund Policy

1. Scope

This policy applies to personal or business points, API usage credit, and related digital services purchased through PacketLab / ModelPass.

Model calls, API requests, business-wallet charges, and delivered digital services are recorded in usage logs for billing, support, refunds, and dispute handling.

2. When a refund may be requested

Refund requests should generally be submitted within 7 days after top-up. The platform may limit self-service refund attempts in a 30-day window, and repeated refunds, abnormal payments, or risk signals may require manual review.

• The online payment succeeded and the points are unused or only minimally used for testing.
• The customer quickly identifies a payment amount, account, or service-configuration mistake after top-up.
• The payment provider or PacketLab confirms a duplicate, abnormal, or undelivered order.

3. When refunds may be denied or partial

Consumed points are generally not cash-refundable. Special handling will consider actual usage, processing fees, exchange differences, and delivery evidence.

• Points have been used for successful model calls, API requests, business workspace activity, or other delivered services.
• The account shows abuse, repeated refund behavior, shared API keys, limit evasion, unacceptable use, or payment-risk signals.
• The payment provider, issuing bank, or applicable law requires the refund to be paused, denied, or manually reviewed.

4. Original-payment refunds and timing

Refunds are prioritized to the original payment method. PacketLab marks an order as refunded and reverses eligible unused points only after the payment provider returns a successful refund receipt.

The actual arrival time depends on the issuing bank, payment network, and the customer’s country or region. It commonly takes several business days; cross-border or risk-reviewed refunds can take longer.

5. Fees, chargebacks, and abuse controls

Payment processing fees, exchange differences, taxes, or chargeback fees may not be returned by the payment provider. If a request involves repeated top-up/refund behavior, malicious chargebacks, or clear abuse, PacketLab may limit self-service refunds, suspend the account, or require manual verification.

Please contact support@packetlab.app before initiating a bank chargeback. Direct chargebacks may result in account suspension, API-key deactivation, and service restrictions.

6. How to request a refund

• Personal users: submit a request from the wallet or recharge record for eligible orders.
• Business users: the business admin or billing contact should send the order ID, account email, and refund reason.
• Support email: support@packetlab.app.