Refund policy

Effective date: November 3, 2026

In short: You can get back the unused part of a top-up, in the currency you paid and to the payment method you used, before that payment’s refund deadline. The amount follows the rate you bought at, not today’s exchange rate, and we do not deduct our fees. Credits you have spent, and Credits from redeem codes, trials or compensation, are not refunded in cash. Failed tasks never cost anything, so they need no refund.

This policy is part of our terms of service. It does not limit any rights you have under consumer law.

Failed tasks are released automatically

If a task fails, or nothing is delivered within 24 hours of acceptance, the Credits held for it go back to your wallet in full. You do not need to ask. Deleting a result file does not return the Credits charged for it.

What can be refunded

• Credits you bought with a top-up and have not yet spent. Each top-up is refunded on its own.
• Tax paid on that top-up, in proportion to the part refunded.
• Orders made by automatic top-up follow the same refund rules as any other top-up.

What cannot be refunded in cash

• Credits you have already spent.
• Credits held by tasks that are still running. Wait until those tasks finish, then ask again.
• Credits from redeem codes, trials and compensation. They have no cash value.

Free Credits are spent first, then top-ups in the order you bought them. So your most recent top-up is usually the one with the most unused Credits.

How the amount is worked out

• Refund = amount paid for the top-up × unused Credits from it ÷ Credits it added. The result is rounded down to the smallest unit of the currency (a cent or a fen).
• We take back the matching number of Credits. A fraction worth less than the smallest unit stays in your wallet and can still be used.
• Dollar top-ups are refunded in dollars and yuan top-ups in yuan. We never recalculate with the exchange rate of the refund day.
• We do not deduct payment processing fees or any other charge from the refund.

Example. You pay $10 for 10,000 Credits and spend 1,405 of them. The refund is $8.59, 8,590 Credits are taken back, and the remaining 5 Credits stay in your wallet.

Deadlines and payment methods

• Each payment has a refund deadline, set by the payment method you used and counted from the payment date. The refund quote in the console shows it.
• Some payment methods only allow a full refund, or have a minimum refund amount. For those, a top-up you have partly used, or a very small amount, cannot be refunded automatically.
• The money goes back to the original payment method. When it arrives depends on your bank or payment provider.

How to ask for a refund

1. Sign in as the account owner and open the wallet and billing page in the console.
2. Choose the top-up and ask for a refund quote. It shows the amount you get back, the Credits taken back and the Credits that remain. A quote is valid for 5 minutes.
3. Confirm the quote to send the request.
4. We check every request. Once it is approved, the Credits are taken back and the refund is sent. Both show in your bill.

Keep the Credits from that top-up unspent until the refund is approved. If your balance changes in the meantime, the quote no longer matches, and you need to ask for a new quote.

When a person reviews the request

The console cannot process a refund automatically when:

• the refund deadline for the payment has passed;
• the payment method does not allow the amount (see above);
• the payment is disputed or under a chargeback, or the account or wallet is under review;
• another refund for the same top-up is still in progress;
• the payment has tax details we cannot split automatically.

In these cases, write to support@vizoapi.com with the order ID. We review the request and reply by email. We do not move a refund to a different currency, card or account.

Payments we cannot credit

If we receive a payment but cannot add its Credits, for example after a payment review, we return the full amount to the original payment method.

Closing your account

Before your account closes, you can ask for a refund of every refundable top-up. Credits that cannot be refunded are forfeited when the account closes.

Contact

Oakrelay Labs LLC, 30 N Gould St Ste N, Sheridan, WY 82801, USA. Email: support@vizoapi.com.