Refund & Cancellation Policy

unoblox operates on a prepaid, usage-based model. You add credits (denominated in INR) to your balance, and charges are debited from that balance as you make requests, metered per token or other published unit at the rate for the Model at the time the request starts. That rate is the Provider’s cost plus our platform fee (currently 5%); it is already included in the price shown, and you are charged exactly the displayed price, subject to the per-request rounding in our Terms of Service. There is no subscription or minimum commitment for standard use; you pay for what you consume.

• Credits are purchased through Razorpay using supported methods (for example UPI, cards, and net-banking) and added to your balance after successful payment.
• Minimum and maximum top-up amounts may apply and are shown at checkout.
• GST is charged on top of the amount you add: at 18%, paying ₹118 credits ₹100 to your wallet, and the tax invoice shows ₹100 plus ₹18 GST. Payment-processing fees are absorbed by us and are not deducted from your credit. A tax invoice is issued for each top-up when the credit is added; individual requests are not invoiced separately.
• New accounts do not receive a free sign-up credit. A first top-up may be matched with promotional credit as set out in the Terms of Service; that match has no cash value and is removed in proportion if the top-up is refunded.
• Credits are a prepayment for future usage of the Service. They are not a deposit, e-money, or a stored-value instrument, carry no interest, and have no cash value except as expressly stated in this policy.
• Credits do not expire and carry no validity period — once added to your balance, they remain usable until consumed or refunded under this policy.

Charges for inference and other services you have already consumed are final and non-refundable, because the corresponding cost is incurred with the upstream Provider at the time of the request. This includes usage generated under your API keys, whether by you, your users, or anyone using your keys, until you rotate or revoke them. Because the Service is prepaid, you can cap exposure using per-key spend limits, budgets, and by disabling auto-top-up.

• Failed requests. A request that is declined before it is sent to a Provider, or that fails without producing recorded usage, is not charged, and a response interrupted part-way by a Provider fault is not charged. A retry or failover that we make is charged once, for the delivered attempt only. We do not treat an empty answer as free by itself: if usage was processed, it is charged at the normal price.
• Requests you cancel. If you cancel a request after processing has started (for example by closing a stream), you are charged for the prompt processed and the output delivered up to that point. That charge is not refunded, because the cancellation was yours.
• Outstanding amounts. We never limit the length of a response. If a response costs more than your balance, you are charged in full and the difference is an outstanding amount you owe. It is recovered first from your next top-up, and new requests are paused until it is cleared. Outstanding amounts are not refunded.
• Service credits for our errors. Where a request was charged because of a fault on our side, we refund that request’s exact charge to your wallet as a service credit, once per request. A service credit is wallet credit, not cash, and is not eligible for a cash refund. Service credits under the SLA are a separate remedy and work as set out there.

This section applies to retail, self-serve accounts (see section 7 for enterprise plans). You may request a refund of the unused, unconsumed portion of your prepaid credit balance, subject to the following:

1. The request is made within 48 hours of the relevant top-up being captured (payment confirmed).
2. The refund is limited to credits that remain unspent at the time we process the request; consumed usage (section 3) is not refundable.
3. A refund returns the full amount paid, without deductions for payment-processing fees, taxes already remitted, or amounts owed. We may decline requests that appear abusive or fraudulent.
4. Promotional, bonus, or free credits (including a first-top-up match), and service credits, whether granted under the SLA or for our own errors, are not eligible for cash refund. If you are refunded the top-up that earned a match, the matching share of the match is removed from your wallet, only up to the balance available and never below zero.

Where a refund is required by applicable consumer-protection law, that overrides any narrower term in this policy. Nothing here limits your statutory rights.

If you are charged but credits are not applied, or you are charged more than once for the same top-up, or a payment is processed in error, we will refund the affected amount once verified. Please contact us via our contact form with the transaction reference so we can reconcile it with Razorpay.

Where auto-top-up is made available to you and you enable it, you authorise us, through Razorpay, to charge your selected payment method to replenish credits when your balance falls below the threshold you set. You can cancel or change auto-top-up at any time in your account settings; cancellation stops future auto-charges but does not reverse credits already purchased or usage already consumed. You may also close your account at any time; closure does not by itself trigger a refund except as provided in section 4.

Enterprise customers may purchase under a separate order form or master agreement with its own pricing, invoicing, commitment, and cancellation terms. Where those terms address refunds or cancellation, they control over this policy for that customer. Enterprise customers are expected to evaluate the platform before purchasing; accordingly, committed or prepaid enterprise amounts are non-cancellable and non-refundable, except (a) as stated in the signed agreement, (b) as required by law, or (c) where a major outage breaches our committed uptime SLA (currently 99.95% for enterprise plans) under our Service Level Agreement, in which case the remedy is the service credit described there.

Prices are exclusive of GST. GST is charged on top of the amount you add at top-up, split into CGST and SGST or charged as IGST according to the place of supply determined under Indian law and the details (including GSTIN) you provide, and is shown on the GST-compliant tax invoice we issue for that top-up when the credit is added. Usage debited from your wallet carries no further GST and no separate invoice. Where a refund is issued, we will process the corresponding credit note and tax adjustment in accordance with GST law; a refund of a top-up returns the GST you paid with it, and these adjustments do not reduce the amount refunded to you.

If you believe a charge is incorrect, please contact us first via our contact form — we can usually resolve billing issues quickly. Initiating a chargeback or payment dispute without contacting us may lead to suspension of your account pending resolution. We reserve the right to contest chargebacks we believe are invalid and to recover amounts and costs owed.

To request a refund within 48 hours of your top-up being captured, contact us via our contact form using your account email address, with:

• your account / organisation and workspace identifier;
• the transaction reference or invoice number; and
• the reason for the request.

We may need to verify your identity and ownership of the account before processing.

Approved refunds are made to the original payment method through Razorpay wherever possible. After we approve a refund, it is typically processed within 7 working days; the time for the amount to reflect in your account depends on your bank or payment provider. We will confirm by email when a refund is initiated.

We may update this policy from time to time. The updated version takes effect on its “Last updated” date. Changes do not retroactively affect refund eligibility for top-ups already made.

For billing and refund questions, contact us via our contact form. For other matters, see our legal centre.