Refund Policy

Last updated: October 23, 2026

1. Overview

The Service is prepaid: you buy credits in advance and consume them as you make API requests. This policy explains when those credits can be refunded and when they cannot.

Payment is processed by our Merchant of Record, Creem, which is the legal seller of record for your purchase. Refunds are issued by Creem to the original payment method.

This policy forms part of, and should be read together with, our Terms of Service.

2. The Short Version

• Unused credits: refundable within 14 days of purchase, less any payment processing cost actually incurred, provided the credits have not been used and there is no evidence of abuse.
• Used credits: not refundable. Inference has already been performed and paid for upstream.
• Failed requests caused by us: credits are restored automatically, not refunded in cash.
• Account closed by us for a Terms breach: no refund, and abusive balances may be forfeited.

3. EU, UK and Swiss Consumers — Right of Withdrawal

If you are a consumer resident in the EU, UK or Switzerland, you normally have 14 days from the conclusion of the contract to withdraw from it without giving a reason.

Digital content and services are subject to an important exception. By completing a purchase and beginning to use the Service, you expressly request that we begin performance immediately, and you acknowledge that you lose your right of withdrawal once performance has begun. Where you have not used any credits, we will still honour a withdrawal request made within 14 days of purchase, as described above.

To exercise the right of withdrawal, email support@adzukiai.com before using any credits, stating that you wish to withdraw. We will confirm within 3 business days and instruct Creem to refund to your original payment method.

4. How to Request a Refund

Email support@adzukiai.com from the address registered on your account, within the applicable window, and include:

• your account email address;
• the order or invoice identifier, or the date and amount of the purchase;
• the reason for the request;
• for a service failure, the request identifiers or timestamps of the affected calls.

We aim to respond within 3 business days. Approved refunds are processed by Creem and typically appear within 5 to 10 business days, depending on your card issuer or payment method.

5. What Is Not Refundable

• Credits that have already been consumed, in whole or in part.
• Credits purchased more than 14 days before the request.
• Balances on accounts suspended or terminated for breach of our Terms, including fraud, abuse, resale, or circumvention of rate limits or billing.
• Amounts lost to a model provider’s own outage, deprecation or rate limiting, where the credits were consumed by a completed request — though we will restore credits for requests that failed through our error.
• Payment processing costs, currency conversion spreads and bank fees charged by third parties, which are outside our control.
• Promotional, bonus or granted credits, which carry no cash value and expire as stated when issued.

6. Service Failures

If a request fails through our error, we restore the credits consumed by that request. Restoring credits is our primary remedy for a failed request and is normally automatic.

If a sustained failure makes the Service unusable for you and we cannot restore it within a reasonable period, email support@adzukiai.com and we will consider a refund of the unused balance, even outside the 14-day window.

Credits are not refunded in cash for provider-side issues such as a model being deprecated, rate-limited or returning lower quality output than you expected. Model availability and output quality are not warranted.

7. Chargebacks

Please contact us before raising a chargeback. A chargeback raised without first contacting us may result in the suspension of your account while the dispute is investigated.

If a payment is reversed by your bank or card issuer, we will reclaim the corresponding credits. If those credits have already been consumed, the amount becomes immediately due and payable, and the account may be restricted until it is settled.

We cooperate fully with Creem and with card networks in investigating disputes, and may share account and usage records for that purpose.

8. Changes to This Policy

We may update this policy to reflect changes in law, in our payment arrangements or in the Service. The policy in force at the time of your purchase governs that purchase. The date of the latest revision is shown at the top of this page.

9. Contact

Refund and billing questions: support@adzukiai.com

Payment-related disputes may also be raised directly with our Merchant of Record, Creem.