Refund Policy

This Refund Policy applies to all paid services on nexevo.ai operated by PRISM LABS PTE. LTD. (Singapore, UEN 202623344N). It covers prepaid top-ups, subscription products (e.g. memory capacity tiers, when available), and one-off purchases.

We issue refunds in the following scenarios:

• Prepaid top-up unused balance: any unused USD balance in your workspace, less any service already rendered. Eligible within 12 months of your last activity (balance expires after).
• Duplicate / accidental charges: full refund within 90 days of the transaction.
• Failed service delivery: if our platform is verifiably down for more than 4 hours in a 24-hour window and your usage was affected, we refund the affected period pro-rata. Failed generations (images / video / speech) are never charged in the first place.
• First-time subscription (14-day cooling-off): full refund within 14 calendar days of first subscribing to any subscription product, no questions asked.
• Unauthorized transaction: full refund upon verification (chargeback dispute support also available — see §6).

The following are NOT eligible for refund:

• Usage fees already metered: chat requests billed per token and generations (images / video / speech) already delivered are non-refundable, as upstream model providers have already billed us.
• Subscription renewals after the 14-day cooling-off period: you may cancel anytime to stop the next cycle, but the current cycle is non-refundable. We do not pro-rate subscription cancellations.
• Upgrade differences: when you upgrade tiers mid-cycle, the prorated charge is non-refundable.
• Enterprise contracts: separate refund terms apply per negotiated agreement; default Terms of Service §6 governs unless otherwise stated.
• Promotional / bonus credits: free credits granted via promotions, signup bonuses, or referrals are non-refundable and non-transferable.
• Services rendered: any computation, generation, storage, or capability already delivered.

Self-service: go to Dashboard → Settings → Billing, or contact [email protected] with your workspace ID and the last 4 digits of the payment method used.

Email request: [email protected]

Include:

1. Your account email or workspace ID
2. The transaction ID(s) you are requesting a refund for
3. The reason for the refund
4. Last 4 digits of the payment method used (if not on file)

We acknowledge all refund requests within 2 business days and resolve within 10 business days.

Refund destination: refunds are returned to the original payment method used for the transaction. We cannot refund to a different card, bank, or wallet for fraud-prevention reasons.

Processing time:

• Credit / debit card (Visa / Mastercard / Amex / JCB / UnionPay): typically 5–10 business days to appear on your statement, depending on the issuing bank.
• Digital wallets (Alipay / WeChat Pay / PayNow / GrabPay / GCash / etc.): 3–7 business days.

Currency: refunds are issued in the same currency as the original charge. If the charge was processed via FX, the refund amount in your local currency may differ slightly from the original charge due to exchange-rate fluctuations between the charge date and the refund date. We refund the exact original amount in the charged currency; FX variance is the user's responsibility, consistent with industry standard.

Before initiating a chargeback with your card issuer, please contact us first at [email protected] — we resolve most cases within 10 business days and avoid the 30–90 day dispute timeline imposed by card networks.

If you do file a chargeback:

• We retain transaction logs (request metadata, IP, timestamps) for evidence per card-network rules for at least 540 days.
• Frivolous or fraudulent chargebacks may result in account suspension and recovery of dispute fees ($15–25 per case, depending on card network).
• Legitimate disputes (unauthorized use, defective service) will be honored without dispute fee recovery.

Subscriptions: cancel anytime in Dashboard → Settings → Billing. Cancellation takes effect at the end of the current billing cycle; no further charges. The remaining period of the current cycle remains active and is non-refundable (except within the 14-day cooling-off period).

Account closure: closing your account stops all future charges. Existing balance follows the rules in §2 (refund-eligible within 12 months of last activity, less services rendered).

If our platform experiences verified downtime in excess of 4 consecutive hours within a 24-hour window, and your service was demonstrably affected, we will issue service credits (not cash refunds) equivalent to 1 day of the affected subscription fee per 4 hours of outage, capped at 30 days of credit per month.

Service-level credits apply to subscription and enterprise customers; pay-as-you-go users are not covered by SLA credits but may receive courtesy credits at our discretion.

We reserve the right to deny refund requests when there is evidence of:

• Fraudulent account creation or payment
• Abuse of the refund policy (repeated cancel-refund-resubscribe patterns)
• Violation of the Terms of Service (e.g. generating prohibited content, spamming our APIs, reselling without authorization)
• Coordinated chargeback rings

In such cases, the affected account may be suspended and amounts retained pending investigation.

Refund requests: [email protected]

General support: [email protected]

Legal entity: PRISM LABS PTE. LTD. (UEN 202623344N), 3 Gambas Crescent, #04-01, Nordcom One, Singapore 757088.

We respond to all refund inquiries within 2 business days.