aicentos Refund Policy

Effective Date: April 22, 2026

This Policy applies to refunds of topped-up account balance, Codex package refunds and conversions, and special after-sales arrangements for Claude packages. If this Policy conflicts with any other page, this Policy shall prevail.

1. Scope

• Top-up balance refunds: Applies to account balance created through user-initiated top-ups.
• Codex package refunds and conversions: Applies to Codex packages that are still within their validity period and meet the applicable conditions.
• Claude package after-sales support: Applies to refund restrictions and compensation arrangements for special packages such as Claude day passes and monthly passes.

2. Top-Up Balance Refunds

• Account balance created through user top-ups may be refunded to the original payment method on a 1:1 basis.
• Any payment channel fees, bank charges, or other related fees incurred during the refund process shall be borne by the user.
• The time required for the refund to arrive depends on the actual processing time of the relevant payment channel, bank, or payment institution.
• If payment channel restrictions, account anomalies, or risk control review apply, the platform may require supplementary identity or order information before processing.

3. Codex Package Refunds and Conversions

For eligible Codex packages, the platform will calculate the refundable amount according to the following rules and may return it either as account balance or to the original payment method. The actual refund route is subject to system support, payment channel capability, and the final review result.

1. Calculation Formula

Refundable Amount = Package Conversion Base Price - (Total Token Consumption from billing activation to the refund request time × Usage-Based Billing Rate)

Where:

• Package Conversion Base Price: The actual amount paid in the corresponding successful payment order
• Total Token Consumption: The cumulative Token usage actually incurred under the package from the time billing becomes effective until the refund request is submitted
• Usage-Based Billing Rate: The usage-based pricing conversion standard in effect at the time of the refund request for the applicable model, group, or service
• If the result is less than 0, it will be treated as 0
• If the refund is returned as account balance, the final amount will be converted into account balance according to the system conversion rules in effect at that time

2. Conversion Rules

• Only packages that are still valid and fall within the applicable campaign or policy scope will be processed. Expired, invalidated, or non-eligible packages will not be included.
• Only purchased packages that can be linked to a historical successful payment order are eligible. Gifted packages, redeemed packages, manually issued packages, and similar benefits without a payment order are not eligible.
• Each eligible package will display the actual amount paid in the corresponding payment order, and that paid amount will be used as the conversion base price.
• Refunds and conversions for Codex packages are calculated based on actual usage and usage-based billing, rather than being prorated evenly by a fixed package period.
• The platform will determine the refundable amount based on verifiable cumulative Token consumption, the usage-based pricing standards in effect at the time, and related system rules.
• As billing prices may change with market conditions and service costs, refund requests, conversion requests, or billing disputes related to Codex packages may be handled with reference to the market price and system rules in effect at the time of the request.

3. Submission and Review Rules

• After a request is submitted, the affected old package will be temporarily disabled immediately. During the administrator review period, the related package benefits cannot continue to be used.
• If approved, the system will return the amount as account balance or to the original payment method based on the review result, and the affected old package will be formally invalidated. If rejected, the original package status will be restored.
• If returned as account balance, that balance will continue to be charged under the standard wallet billing rules applicable to your current system, the same as ordinary topped-up balance.
• Once submitted, the request cannot be revoked by the user. If you still wish to continue using the original package benefits, do not submit the request.

4. Special Notes for Claude Packages

• Claude day passes and monthly passes are special in nature and are not refundable.
• If, on any natural day, the actual stable available usage count is below 80% of the usage count promised by the package, the platform may, after after-sales verification, grant one additional day's equivalent usage quota as compensation.
• The above compensation applies only to stability-related issues. It does not constitute a refund, is not redeemable for cash, and will not be returned to the original payment method.

5. Situations Not Eligible for Refund or Conversion

• Packages that have expired, been invalidated, or fall outside the applicable campaign or policy scope.
• Packages or benefits that cannot be linked to a successful payment order.
• Gifted, redeemed, manually issued, promotional, or other benefits obtained without actual payment.
• Special packages or promotional products explicitly marked as non-refundable.
• Orders restricted due to account anomalies, fraud risk, violations, or similar reasons.

6. Application and Processing

• Users shall submit requests through the refund, conversion, or after-sales entry points provided by the platform, and the refundable scope, convertible scope, and final review result displayed by the system shall prevail.
• The platform may conduct manual or automated review based on order status, payment records, package status, and risk control results.
• If a user objects to the review result, the user may contact platform support and provide the order number, payment record, and relevant explanation for further review.

7. Policy Updates

aicentos may update this Policy in accordance with business rules, payment channel requirements, or applicable laws and regulations. The updated version will take effect upon publication on the platform or on the specified effective date.

8. Contact Us

If you need to apply for a refund, conversion, or compensation, please email aicentos or contact the assistant in the group.