Refund & Payment Policy for Cuebic AI

Purchasing Credits

• Credits can be purchased (“topped up”) via the account dashboard.
• Purchases are processed immediately upon payment confirmation.
• All credit purchases are final, subject only to the limited refund exceptions described in this policy.

Accepted Payment Methods

We support internationally recognized methods, including:

• Credit/Debit Cards (Visa, MasterCard, American Express)
• Regionally supported payment gateways (depending on your location)
• All payments are securely processed by PCI-DSS compliant third-party payment processors.

Note: Cuebic AI does not store your complete card details. All sensitive information is handled directly by our payment partners.

Authorization

By making a purchase, you authorize Cuebic AI and its payment partners to charge your selected payment method for the transaction amount.

Consumption Model

• Credits are deducted based on the actual runtime of each active instance, calculated continuously according to its plan and configuration.
• Usage rates are displayed clearly before deployment.
• Charges begin immediately after an instance is deployed, regardless of whether you actively use it.

Daily Deduction Cycle

• Total consumption across all active instances is calculated continuously and deducted once daily at 00:00 UTC.
• This daily deduction covers normal, ongoing runtime usage while instances remain active.

Note: Daily deductions apply only while instances are active and do not include any one-time minimum instance charges applied at termination. Users should maintain sufficient balance to avoid disruptions.

Lifecycle Billing (Upgrades & Removal)

• In addition to daily billing, usage may be finalized and deducted immediately during certain instance lifecycle events.
• Plan upgrades: Usage on the previous plan is closed and billed accurately before switching to the new plan.
• Instance removal or termination: Remaining usage is finalized, and a minimum instance charge may be applied once per lifecycle, if applicable.

Minimum Instance Charge

Each instance lifecycle may be subject to a one-time minimum charge to cover fixed infrastructure costs incurred during provisioning and allocation.

• The minimum charge is applied at most once per instance lifecycle.
• It is triggered only when an instance is terminated or removed.
• If total runtime usage already exceeds the minimum amount, no additional charge is applied.
• The applicable minimum charge amount is clearly displayed in the dashboard before deployment.

Note: This charge is independent of daily runtime deductions and is not a penalty. It exists solely to recover fixed infrastructure costs.

Credit Usage Conditions

• Stopped Instances: Instances in a “stopped” state continue to consume credits because underlying resources remain allocated. Credit consumption stops only when an instance is fully terminated.
• Zero Balance: If your balance reaches zero, all active instances will be automatically terminated. Associated data cannot be recovered.
• Non-Transferable Credits: Credits have no cash value, cannot be exchanged for money, and are non-transferable between accounts.

Note: Users are solely responsible for monitoring credit balances and managing instances to avoid unexpected charges or data loss.

Exceptions

Refunds may be issued only at Cuebic AI’s discretion, subject to verification in the following situations:

• Duplicate Charges — your card or payment method was charged more than once for the same transaction.
• System Error — credits were not delivered due to a proven technical issue, but your payment succeeded.

Note: Refunds outside these exceptions will not be considered.

Refund Request Procedure

• Requests must be submitted to [email protected] within 7 calendar days of the transaction.
• Proof of payment and a description of the issue are required.
• If approved, refunds are issued only to the original payment method. Processing times depend on your bank or payment provider.
• Refunds cannot be redirected to alternative accounts or payment methods.

Non-Qualifying Scenarios

Refunds will not be provided for:

• Unused or partially used credits.
• Termination of instances due to zero balance.
• Charges from failing to terminate unused instances.
• Change of mind, service dissatisfaction, or misunderstanding of the credit system.
• Requests made after 7 calendar days.

Note: Dissatisfaction with services or misunderstanding of credit rules does not qualify for a refund.

Compliance with Law

This policy does not limit any statutory rights you may have under applicable consumer protection laws.

Note: Where required by law (e.g., EU/India consumer rights), limited refunds may be provided, but only to the extent mandated.

Failed Transactions

If a payment fails, credits will not be added to your account. You must retry with a valid payment method.

Note: Failed payments do not create credit obligations; you will not be charged unless the transaction completes successfully.

Chargebacks & Disputes

• Improper, fraudulent, or abusive chargebacks for valid transactions may result in account suspension while the dispute is reviewed.
• Accounts involved in chargebacks will be suspended immediately until resolved.
• If a dispute is resolved in favor of Cuebic AI, the disputed amount may be adjusted against your credit balance or charged separately,which may result in instance suspension or termination.
• Users are strongly encouraged to contact [email protected] before initiating disputes with banks or payment providers so issues can be resolved efficiently.

Note: Repeated or abusive chargebacks may result in account termination.