Refund Policy

Luxeno operates on a prepaid wallet model. You add funds to your wallet and usage charges are deducted as you consume API services. This Refund Policy describes the circumstances under which refunds may be issued.

Refunds may be issued in the following cases:

- Unused wallet balance when the account is closed within 30 days of the last top-up.

- Service outage exceeding 24 consecutive hours that directly affected your paid API usage.

Refund amounts are calculated based on the unused portion of your wallet balance at the time of the request.

The following are not eligible for refunds:

- API usage that has already been consumed (tokens, requests, etc.).

- Wallet balance for accounts terminated due to violation of our Terms of Service.

- Accounts closed more than 30 days after the last wallet top-up.

To request a refund, send an email to [email protected] with the following information:

- Your registered account email address.

- The reason for your refund request.

- The approximate date and amount of the relevant top-up.

We will review your request and respond within 5 business days.

Approved refunds will be processed within 30 business days of approval. The actual time for the refund to appear in your account may vary depending on your payment provider.

Refunds will be issued to the original payment method used for the top-up, processed through Stripe. We are unable to issue refunds to alternative payment methods.