Refund Policy

Last Updated: January 16, 2025

1. Refund Eligibility

1.1 Eligible for Full Refund

You may receive a full refund if ALL of the following conditions are met:

• Direct Purchase: Credits were purchased directly via credit/debit card (not gift cards)
• Unused Credits: You have not used any credits from your purchase
• Within 14 Days: You request a refund within 14 days of purchase

Additional situations eligible for full refund (including gift card credits):

• Technical Issues: Our service was unavailable or non-functional due to our fault
• Billing Errors: You were charged incorrectly or without authorization
• Service Cancellation: We discontinue AI Pass services

1.2 Partial Refunds

You may receive a partial refund (prorated based on unused credits) if:

• Direct purchase only (not gift cards)
• You have used some but not all credits
• Request is made within 14 days of purchase
• The request is for a valid reason (service issues, dissatisfaction, etc.)

1.3 Not Eligible for Refund

Refunds will NOT be granted for:

• ⚠️ Credits added via gift cards - Gift card redemptions are NEVER refundable, regardless of usage or time period
• Promotional credits - Free or bonus credits are non-refundable
• Credits that have been fully consumed (used)
• Requests made more than 14 days after purchase
• Account termination due to Terms of Service violations
• Change of mind after credits have been used
• Third-party AI model availability or performance issues (not under our control)

2. Refund Amount Calculation

Note: These calculations apply to direct credit card purchases only. Gift card redemptions are not eligible for any refunds.

2.1 Full Refund (Direct Purchases Only)

For unused credits within 14 days from direct purchases:

• 100% of the purchase price
• Includes any taxes paid
• Excludes payment processing fees (Stripe fees are non-refundable)

2.2 Partial Refund (Direct Purchases Only)

Formula:

Refund Amount = (Unused Credits / Total Credits) × Purchase Price

Example:

Scenario	Details	Refund
Full Refund	Purchased $10, used $0	$10.00 (100%)
Partial Refund	Purchased $10, used $3	$7.00 (70%)
No Refund	Purchased $10, used $10	$0.00 (0%)

3. How to Request a Refund

3.1 Required Information

To process your refund request, please provide:

• Account email address
• Date of purchase
• Amount paid
• Reason for refund (optional but helpful)
• Stripe transaction ID or receipt (if available)

3.2 Response Time (Manual Processing)

• Acknowledgment: Within 24 hours (business days) - we'll confirm receipt of your request
• Review & Decision: Within 1-2 business days - our team manually reviews your account and transaction history
• Refund Processing: 5-10 business days after approval - manual processing through Stripe
• Total Time: Typically 7-12 business days from initial request to funds in your account

Note: Manual processing means a real person reviews each request. This ensures fair treatment but may take slightly longer than automated systems.

4. Refund Processing

4.1 Refund Method

• Refunds are issued to the original payment method
• Credit/debit card refunds processed via Stripe
• Refunds cannot be issued as credits (must be monetary refund)

4.2 Processing Time

• AI Pass Processing: 1-2 business days
• Stripe Processing: 5-7 business days
• Bank Processing: 3-5 business days
• Total Time: Up to 10-14 business days

4.3 Refund Confirmation

You will receive an email confirmation when:

• Your refund request is approved
• The refund has been processed by AI Pass
• The refund has been sent to your payment provider

5. Special Circumstances

5.1 Service Outages

If AI Pass experiences significant downtime due to our fault:

• We will provide service credits or refunds proportional to the outage
• Credits will be automatically added to your account
• You may request a refund instead of credits

5.2 Billing Errors

If you were charged incorrectly:

• Contact us immediately at refunds@aipass.one or support@aipass.one
• Our team will manually investigate and correct the error
• Full refund issued within 3-5 business days if error is confirmed
• Duplicate charges refunded as priority

5.3 Unauthorized Charges

If you notice unauthorized charges:

• Report immediately to refunds@aipass.one or support@aipass.one
• Change your password and revoke API keys
• Our team will manually investigate and refund if confirmed unauthorized
• You may also dispute charges with your payment provider

5.4 Account Termination by Us

If we terminate your account:

• For Terms Violations: No refund (unused credits forfeited)
• Service Discontinuation: Full refund of unused credits
• Account Compromise: Refund issued after investigation

6. Gift Cards and Promotional Credits

6.1 Gift Card Redemptions - NO REFUNDS

Gift Card Purchase Refunds (for gift card buyers):

• Unredeemed gift cards only: May be refunded within 14 days of purchase
• Once redeemed: No refunds for the gift card purchaser either
• Contact the original purchaser if you received a gift card

6.2 Promotional Credits

• Free or promotional credits are non-refundable
• Promotional credits expire according to promotion terms
• Unused promotional credits cannot be converted to cash

7. Chargebacks and Disputes

7.1 Chargeback Policy

If you initiate a chargeback with your payment provider:

• Your account will be immediately suspended
• We will respond to the chargeback with transaction evidence
• If chargeback is ruled in your favor, we will close your account
• If chargeback is ruled in our favor, you must pay any outstanding balance to restore access

Please contact us first before initiating a chargeback. We are committed to resolving disputes fairly and quickly.

7.2 Dispute Resolution

For refund disputes:

1. Contact our refund team at refunds@aipass.one or support@aipass.one
2. Provide detailed information about your dispute
3. Our team will manually review and respond within 2-3 business days
4. If unresolved, escalate to management for additional review
5. We aim to resolve all disputes within 7 business days
6. If still unresolved, refer to arbitration clause in Terms of Service

8. Exceptions and Limitations

We reserve the right to:

• Deny refunds for suspected fraud or abuse
• Limit refunds to one per customer per 12-month period
• Modify this refund policy with 30 days' notice
• Make exceptions on a case-by-case basis at our discretion

9. Refund Policy for Different Regions

9.1 European Union (EU)

Under EU Consumer Rights Directive:

• 14-day right of withdrawal applies to digital services
• Right is waived if service has been fully performed (credits consumed)
• You must expressly consent to immediate performance and waive withdrawal right

9.2 United States

• Refunds subject to this policy and applicable state laws
• California residents have additional rights under California Consumer Protection laws

9.3 Other Regions

Refund rights may vary based on local consumer protection laws. This policy applies to the extent permitted by law in your jurisdiction.

10. Changes to This Refund Policy

We may update this Refund Policy from time to time. Changes will be effective upon posting on this page. We will notify you of material changes via email.

Your continued use of AI Pass after changes constitutes acceptance of the updated policy.

11. Contact Us

For refund requests, questions, or concerns, contact us:

We're here to help! If you have any issues with AI Pass, please reach out before requesting a refund. We're committed to ensuring your satisfaction and will work with you to resolve any concerns.