title: Credits & Refund Policy icon: shield-heart
Last updated: 30 June 2026 This Credits & Refund Policy applies to TokensMind services operated by HK Word Origin New Wisdom Technology Limited.1. Nature of credits
TokensMind credits, quota, or prepaid balance are virtual service credits for use only within the TokensMind platform. Credits:- May be used only to call AI APIs or purchase eligible TokensMind platform services.
- Are not cash, bank deposits, e-money, stored value facilities, securities, or investment products.
- Do not accrue interest.
- Cannot be withdrawn.
- Cannot be transferred to another user unless we expressly allow it in writing.
- Cannot be redeemed for cash.
- Cannot be used to buy goods or services outside the TokensMind platform.
- Cannot be used for illegal, abusive, or policy-violating activity.
2. Refund window
You may request a refund of unused purchased credits within 1 calendar day after successful payment. Refund requests must be submitted through the support or refund channel shown in the dashboard and must include:- Account email.
- Order ID.
- Payment amount and currency.
- Payment time.
- Reason for refund.
3. Non-refundable items
The following are generally non-refundable:- Credits already used for API calls or platform services.
- Promotional, bonus, free, trial, test, coupon, or manually granted credits.
- Credits linked to accounts suspended for fraud, abuse, illegal activity, sanctions evasion, payment misuse, chargeback abuse, account resale, API key resale, or serious policy violations.
- Fees, losses, or costs caused by user-side integration errors, exposed API keys, incorrect model selection, accidental high usage, or unauthorized access caused by failure to secure credentials.
4. Duplicate payment
If the same order is charged more than once, we will verify payment records and either:- Refund the duplicate charge to the original payment method; or
- Credit the duplicate amount to your TokensMind account, if you request this and we approve it.
5. Payment succeeded but credits did not arrive
If payment succeeds but credits are not delivered, contact support with the order ID and payment proof. After verification, we will:- Add the missing credits; or
- Refund the payment if credits cannot be delivered.
6. API call failed but credits were deducted
If an API call fails due to a platform-side or provider-side error and credits were incorrectly deducted, we may restore credits or issue a refund/adjustment after reviewing logs. No refund or credit restoration is guaranteed for failures caused by:- Invalid request format.
- Invalid or unsupported model name.
- User-side timeout settings.
- Client network interruption.
- User-side retry logic.
- User application bugs.
- Exposed or misused API keys.
- Requests blocked due to policy violations.
7. Model unavailable
Models may become unavailable due to supplier outage, capacity limits, policy restrictions, maintenance, legal requirements, or commercial changes. If a model is unavailable before a successful billable request is completed, no usage fee should be charged for that failed request. If a platform-side billing error occurs, we will restore credits or issue an adjustment after verification. Temporary model unavailability does not automatically entitle users to refund all unused account credits, unless the unused credits are still within the 1 calendar day refund window or required by applicable law.8. Account suspension or termination
If your account is suspended or terminated for serious Terms violations, fraud, abuse, illegal activity, payment risk, chargeback abuse, sanctions evasion, account resale, API key resale, or upstream supplier policy violations, unused credits may be frozen, forfeited, or withheld to the extent permitted by law and payment network rules. If your account is closed for reasons unrelated to misconduct, you may request a refund of unused purchased credits if the request falls within the 1 calendar day refund window or if applicable law requires a refund.9. Refund method and timing
Approved refunds are normally returned to the original payment method. Processing time depends on the payment processor, card issuer, bank, and payment network. We may deduct used credits, chargeback fees, payment processor fees, currency conversion differences, or taxes from refunds where permitted by law and payment network rules.10. Chargebacks
Please contact support before filing a chargeback so we can investigate and resolve the issue. We retain order, usage, credit delivery, login, device, IP, API key, support, and refund records as evidence for chargeback handling. Accounts with unresolved chargebacks, suspected unauthorized payments, or payment abuse may be suspended or limited.11. Contact
Merchant of record: HK Word Origin New Wisdom Technology LimitedBrand/Product: TokensMind
Email: leon@tokensmind.ai