1. General policy
Unless otherwise required by law or stated in a written order form, payments for consumed usage, completed services and activated subscriptions are non-refundable. Approved refunds are returned to the original payment method when reasonably possible.
2. Eligible requests
You may contact us about a refund or billing correction for:
- duplicate transactions;
- an incorrect charge caused by a verified billing error;
- an unauthorized transaction reported promptly;
- unused prepaid service credit, where required by law or expressly approved by Raymi Labs; or
- a service purchase that Raymi Labs was unable to provide.
3. Usage-based charges
Charges associated with API requests, model usage, compute, generated media or other metered consumption are generally non-refundable once the usage has occurred. Customers are responsible for securing API keys, setting internal limits and monitoring account usage.
4. Request process
Submit requests to [email protected] as soon as possible after the charge. Include the account email, transaction identifier, charge date, amount and reason for the request. Do not email passwords, API keys or full payment-card numbers.
5. Review and processing
We may request additional information to verify the account and transaction. Eligibility depends on usage history, payment-provider rules, applicable law and any product-specific terms. Processing time after approval depends on the payment provider and financial institution.
6. Chargebacks
Please contact us before initiating a payment dispute so we can investigate. We may suspend related accounts or credits while a dispute is pending when reasonably necessary to prevent further unauthorized use.
7. Changes and contact
We may update this policy from time to time. Questions may be sent to [email protected].