Refund Policy

Section 02. 02When a request costs you money# (permalink)

A request costs you money when, and only when, it produced output the model provider reported and charged for. That is the whole rule. In practice:

• A request that completes successfully is charged the cost of the tokens it actually used, rounded up to the nearest micro-dollar per component.
• A streaming request you disconnect from part-way is charged for what was generated before you disconnected. Stopping your client stops the delivery, not the generation — those tokens exist and the operator has been billed for them upstream.
• A request whose output you did not like, did not use, or found wrong is still charged. Model quality is not a metering fault, and there is no mechanism to un-generate tokens.

Every one of these appears in your usage ledger with its model, token counts, latency and cost, visible at the usage checker or on your dashboard. If a charge does not match a request you recognise, that is exactly the kind of thing to raise — see section 08.

Section 03. 03When it costs you nothing# (permalink)

Failed requests are never charged. This is enforced in the gateway rather than being a goodwill gesture, so it does not need to be claimed and it does not need to be refunded — the money never leaves your balance in the first place.

Section 04. 04Credit you have already spent# (permalink)

Consumed credit cannot be refunded. This is not a policy preference; it is what the transaction is. When a request is served, a third-party provider has generated tokens and charged the operator for them. That cost is real, it has already been incurred, and no part of the system can reverse it.

The same is true of tokens deducted from a token budget. Once counted against the budget they are spent, and the budget is not restored.

The one thing that is always worth checking is whether the charge was correct. Metering errors are a different matter from spent credit: if the ledger shows a request you did not make, a token count that cannot be right, or a cost that does not match the rate for that model, raise it and it will be investigated against the record. There is a row for every request, and it can be checked.

Section 05. 05Credit you have not spent# (permalink)

Credit you paid for and have not spent is a different question, and an honest one. Here is the position, without pretending to a number the operator has not set.

There is no published refund window on this page

This service does not ship with a fixed refund period, and inventing one here would be worse than saying nothing: requests for a refund of unspent credit are decided by the operator, case by case. Whether one is granted, and on what terms, is their decision. If the operator has published or agreed a specific refund term with you elsewhere — in a quote, a contract, or an offer — that term governs, not this page.

What is considered

A request is far more likely to be resolved quickly when it is straightforward. Things that count in your favour: asking soon after the payment, having spent little or none of it, an obvious mistake such as topping up the wrong key or paying twice, and a clear order reference. Things that count against: a balance largely consumed, credit granted rather than paid for, a promotion whose value would exceed what was actually paid, and a key suspended for breaching the Terms & Conditions.

Statutory rights

Where you are a consumer and the law where you live gives you a right to cancel or a right to a refund, that right stands regardless of anything on this page. Nothing here is intended to limit it. Note that a right to cancel a digital purchase is commonly lost once the service has begun to be used — in this case, once requests have been served against the credit.

Section 06. 06Bonus, discount and reward credit# (permalink)

Not all credit on a key was paid for, and only money that was actually received can be returned as money.

• Bonus credit — extra credit added on top of a top-up by a bonus tier or a promotion. It was never charged for, so there is nothing to give back. It is spendable, not returnable.
• Discounts — a coupon or offer reduces what you paid. Any refund relates to the total actually charged, not the pre-discount amount.
• Redeem-code credit — granted directly by the operator. No payment, no refund.
• Referral earnings — a share of someone else’s spending, claimed into your balance. It is a reward, not a purchase, and is not returnable as cash.
• Gateway surcharges — where the operator adds a surcharge for a payment method, it is shown in the quote before you pay and forms part of the total charged.

Every top-up records what you were charged and what was credited as two separate figures, so the distinction is always checkable against your order rather than argued about.

Section 07. 07Payments that failed or did not arrive# (permalink)

These are not refund requests so much as corrections, and they are usually the easiest thing to fix. Every order has a status, and every callback from the payment provider is recorded with whether its signature verified — so what happened to a payment is a matter of record.

You paid but the credit did not appear

Credit is added only when the payment provider’s signed confirmation is received and verified, which can lag the moment your card was charged. Refresh the balance first. If it still has not arrived after a reasonable wait, send the order reference and it will be reconciled against the provider’s record. Where the money genuinely arrived, the credit is owed to you and will be applied.

You think you were charged twice

A payment provider redelivering the same notification cannot credit a key twice — an order is fulfilled exactly once, and later notifications for it are recognised as repeats. Two genuinely separate payments, though, are two separate orders with two references. Send both and they will be checked.

You topped up the wrong key

Ask. Moving a balance between keys is an operator action and does not depend on a card refund, so this is usually the simplest of all these cases to resolve.

The payment failed

A failed or expired order credits nothing and is recorded as failed. If your bank shows an authorisation for it, that is a hold placed by the payment provider, not a charge by us, and it is released by them according to their own timelines.

Section 08. 08How to ask# (permalink)

There is one route, and it is the one that works, because it is tied to your key and the operator can see the record behind your question.

1. 01Signed in? Open a ticket at /dashboard/tickets. Only your key can read the thread, and the operator replies there rather than by email.
2. 02Cannot sign in? Use the contact page, or write to support@korlogic.com.

What to include

• The order reference — it looks like ord_ followed by 24 characters, and it is shown on the payment result page and in your dashboard.
• The key prefix — the visible first characters of the key, such as kl_live_a1b2c3d4.
• The approximate date and amount of the payment, and which method you paid with.
• What you are asking for, and why, in a sentence.

Section 09. 09How a refund is returned# (permalink)

Where a refund is agreed, it is returned through the payment method that was used. A card payment goes back to the same card, a bank transfer to the same account. The order is then marked refunded in the ledger and the corresponding credit is removed from the key, so a refunded balance cannot also be spent.

How long the money takes to appear is the payment provider’s and your bank’s timeline, not ours, and it is not something this page can promise. Payments made in a cryptocurrency are returned to a wallet you nominate rather than automatically, and the amount returned is the amount received — exchange movement between payment and refund is not made up.

Where a payment was converted into a local currency at checkout, the refund is processed through the same provider, and any difference caused by their exchange rate or your bank’s fees is outside our control.

Section 10. 10Chargebacks# (permalink)

If something looks wrong with a payment, ask first. A ticket is faster than a chargeback, and almost every case in section 07 is resolved by looking at the order record.

A chargeback raised without asking is treated as a disputed payment: the key it funded may be suspended while the dispute is open, and any credit granted by that payment may be removed. Where a chargeback is upheld, the corresponding credit is removed regardless of whether it has been spent.

None of this is intended to discourage a genuine dispute — if a payment was fraudulent or unauthorised, contact your bank. It only means that unspent credit and a reversed payment cannot both be kept.

Section 11. 11Who to contact# (permalink)

Refund questions, order queries and anything else about money go to a ticket at /dashboard/tickets, the contact page, or support@korlogic.com.

This policy sits alongside the Terms & Conditions, which govern the service as a whole, and the Privacy Policy, which covers what is recorded about you. The revision date at the top of this page is the operator’s record of when it was last substantively changed; where no date is shown, none has been recorded.