Refund Policy

1. Refund Policy Overview

At Open LLM, we strive to ensure complete satisfaction with our services. This refund policy outlines the terms and conditions under which we issue refunds for our services. By purchasing our services, you agree to the following refund terms.

2. Eligibility for Refunds

We believe in providing flexible refund options to ensure your complete satisfaction with our services. You may be eligible for a refund under the following conditions:

2.1. Unused Credits Refund Policy

For accounts with unused credits, we offer a full refund (minus processing fees) if requested within 90 days of the initial purchase.

2.1.1. Eligibility Criteria

The refund request must be submitted within 90 calendar days of the original purchase date
Your account must have unused credits from the purchase being refunded
For partially used credit purchases, we offer proportional refunds for the remaining unused balance
We process refunds even if your account has been restricted due to suspicious activity

2.1.2. Refund Processing

Processing fees (typically 2.9% + $0.30) will be deducted from the refund amount
The refund will be processed using the original payment method
Refunds typically take 5-10 business days to appear in your account
Credits will be immediately removed from your account upon refund approval

2.2. Partial Credit Refund Policy

We understand that sometimes you may have purchased more credits than needed. For this reason, we offer partial refunds for any remaining unused credits in your account.

2.2.1. Partial Refund Calculation

Refunds are calculated based on the prorated value of your remaining credits
For example, if you purchased 1000 credits for $100 and used 400 credits, you would be eligible for a $60 refund (minus processing fees)
The original purchase must still be within the 90-day refund window
Processing fees are deducted from the refund amount

2.3. Blocked or Restricted Account Refunds

If your account has been blocked or restricted:

For blocked accounts, we automatically process refunds for any unused credits within 30 days of account blocking
For restricted accounts, you can still request a refund for unused credits within the 90-day window
Accounts that are blocked due to Terms of Service violations are still eligible for unused credit refunds
We will contact you via your registered email to confirm refund processing for blocked accounts

2.4. Used Credits Policy

For credits that have been fully utilized to access our services:

2.4.1. Definition of "Used"

Credits are considered "used" once they have been applied to any API call
Credits are considered "used" even if the API call resulted in an error
Credits are considered "used" if they were transferred to another user or account
Credits are considered "used" if they were part of a promotional bundle where any portion was used

3. Chargeback Policy

We take chargebacks very seriously as they can indicate fraudulent activity. If you initiate a chargeback through your payment provider instead of contacting us directly for a refund, the following actions will be taken:

3.1. Chargeback Consequences

We will immediately deduct the disputed amount from your account credit balance
Additional chargeback fees (typically $15-$25 per chargeback) will also be deducted from your credit balance
Your account will be suspended pending resolution of the dispute
Repeated chargebacks may result in permanent account termination without notice
We reserve the right to pursue legal action for fraudulent or abusive chargeback claims

3.2. Disputing a Chargeback

If you believe a chargeback was initiated in error, please contact our support team immediately at support@openllm.site to resolve the issue.

3.3. Alternatives to Chargebacks

We strongly encourage customers to contact us directly before initiating a chargeback. We offer several alternatives:

Request a refund for any unused credits (including partial refunds)
Discuss any service issues with our support team for potential resolution
Consider credit extensions or account adjustments as an alternative to refunds
For accounts under review, we can temporarily freeze credits instead of processing a refund

4. Payment Processing

We use Stripe as our payment processor for all transactions. Understanding our payment processing helps clarify our refund capabilities.

4.1. Payment Security

All transactions are secured using industry-standard encryption protocols
We do not store your complete credit card information on our servers
Our payment processing is PCI DSS compliant
We maintain logs of all transactions for security and compliance purposes

4.2. Currency and Exchange Rates

All refunds are processed in the original currency of the transaction. Any currency conversion fees or differences in exchange rates are not covered by Open LLM and may affect the final refunded amount.

5. How to Request a Refund

To request a refund, please follow these steps:

5.1. Refund Request Process

Contact our support team at support@openllm.site
Include the subject line "Refund Request - [Your Account Email]"
Provide the following information:
- Your account email address
- Date of purchase
- Amount paid
- Order or transaction ID (if available)
- Payment method used
- Detailed reason for requesting a refund

5.2. Response Time

We aim to respond to all refund requests within 2 business days
Refund decisions are typically made within 5 business days of receiving all required information
Approved refunds are processed within 1-2 business days after approval
Refunds may take an additional 5-10 business days to appear in your account, depending on your payment provider's policies

6. Special Circumstances

6.1. Service Outages

In the event of prolonged service outages (exceeding 24 hours), affected customers may be eligible for:

Credit extensions or additional service credits
Partial refunds in proportion to the duration of the outage
Full refunds in extreme cases where service was completely unavailable for an extended period

6.2. Account Termination

If we terminate your account for violations of our Terms of Service:

Any unused credits will be forfeited
No refunds will be issued regardless of credit status
You may appeal the decision by contacting our support team

6.3. Promotional Credits and Discounts

Promotional or bonus credits are not eligible for cash refunds
Discounted purchases may be refunded at the actual paid amount, not the original price
Free trial credits are not eligible for refunds

6.4. Automatic Refunds

In certain situations, we initiate automatic refund processing:

When accounts are blocked by our security systems
When a service is discontinued with remaining prepaid credits
When we detect billing errors or duplicate charges
When an extended service outage occurs (exceeding 48 hours)

Automatic refunds are processed using the original payment method and you will receive email notification when processing begins.

7. Exceptions and Special Cases

We reserve the right to make exceptions to this policy at our discretion. The following cases may be subject to different refund terms:

Enterprise Agreements: Custom contracts may have specific refund terms defined in the agreement
Special Promotional Offers: Limited-time offers may have modified refund policies, which will be specified at time of purchase
Educational and Non-profit Organizations: May be eligible for special consideration
Fraudulent Activity: Purchases determined to be fraudulent will be refunded and accounts terminated
Unauthorized Purchases: Purchases made without account owner authorization may be eligible for refunds with proper documentation

8. Policy Changes

We may update this refund policy from time to time to reflect changes in our practices, service offerings, or legal requirements.

Any changes will be posted on this page with a revised "last updated" date
Material changes may be notified via email to registered users
The revised policy will be effective immediately upon posting
Your continued use of our services after policy changes constitutes acceptance of the updated terms
We encourage you to review this policy periodically

9. Contact Information

If you have any questions about our refund policy, please contact us:

Email: support@openllm.site
Support Hours: Monday through Friday, 9:00 AM to 5:00 PM EST
Response Time: Within 2 business days

Last updated: April 6, 2025