LEGAL_REFUND
Refund Policy
A successfully paid and credited top-up order may be submitted for refund review by contacting support within 7×24 hours after payment. Support will verify the order status, used credit, and promotional credit. Eligible unused purchased credit will be refunded based on the review result.
Scope
This policy applies to top-up orders successfully paid and credited through a payment channel currently or previously supported by the platform. Non-top-up payments and orders outside the request period are not covered unless mandatory applicable law provides otherwise.
Seven-day request period
The request period runs continuously for 7×24 hours from the successful payment time. The user must contact support and clearly request a refund before the period expires. Submitting a request does not guarantee approval; eligibility and amount remain subject to review.
Refundable amount
In general, only unused purchased credit from the relevant order is refundable. Credit already consumed by tokens, APIs, tool calls, or other services is not refundable. First-top-up bonuses, promotions, referral rewards, signup rewards, and other non-purchased credit have no cash value and may be clawed back when the related order is refunded.
Refund calculation
The refund is calculated using the amount actually paid, eligible unused purchased credit, and any related promotional credit that must be clawed back. A partial refund is calculated in proportion to the eligible purchased credit from that order. The final amount is the amount confirmed by support after review.
How to request a refund
Within 7×24 hours after successful payment, contact imsde980301 on WeChat to join the support group or email support@shenwenai.com. Provide the account email, platform order number, payment time, and requested refund amount or credit so support can verify the request.
Balance and refund method
At review, the current account balance must cover the approved purchased-credit refund and any related promotional-credit clawback. After approval and user confirmation, the corresponding credit is debited first and the refund is normally initiated to the original payment method. If the original method cannot accept a refund, support will provide an available alternative based on the circumstances.
Processing and settlement time
The platform will submit an approved refund as soon as reasonably possible. Acceptance, settlement time, bank processing, risk review, and payment-channel availability remain subject to the relevant payment provider, issuing bank, or financial institution. External review or channel issues may cause delays.
Violations and abnormal orders
For accounts or orders involving fraud, payment theft, refund or chargeback abuse, violations of the Terms of Service, violations of the Acceptable Use Policy, or legal requirements, the platform may refuse a refund or extend manual review unless mandatory applicable law provides otherwise.