REFUND POLICY

1.1 Nature of the Service

frogAPI provides access to artificial intelligence model inference through a prepaid credit system. Credits are digital, intangible goods that are consumed in real-time upon each API request. Due to the instantaneous and irrevocable nature of digital service consumption, refunds are limited as described in this Policy.

1.2 Non-Refundable Transactions

Except as expressly set forth in this Policy, all Credit purchases are final, non-refundable, and non-transferable. Without limiting the generality of the foregoing, the following are explicitly non-refundable:

• Credits that have been partially or fully consumed through API usage.
• Promotional credits, bonus credits, or matched credits (e.g., credits received through the “2× Credit Matching” promotion) under any circumstances whatsoever.
• Credits remaining in accounts that have been suspended or terminated for violation of the Terms of Service, Acceptable Use Policy, or any other frogAPI policy.
• Credits from accounts with suspected fraudulent, abusive, or unauthorized activity.
• Purchases made more than fourteen (14) calendar days prior to the refund request, regardless of usage.
• Credits purchased using stolen payment methods, unauthorized payment instruments, or through chargebacks initiated in bad faith.

frogAPI may, in its sole and absolute discretion, issue a full or partial refund under the following limited circumstances:

2.1 Duplicate Charges

If you are charged more than once for the same Credit purchase due to a payment processing error, you may request a refund for the duplicate charge(s). You must submit the refund request within seven (7) calendar days of the duplicate charge and provide sufficient evidence of the duplicate transaction (e.g., transaction IDs, bank statements, or payment receipts).

2.2 Incorrect Billing Amount

If you are charged an amount that differs from the price displayed at the time of purchase due to a system error attributable to frogAPI, you may request a refund of the overcharged amount. Such requests must be submitted within seven (7) calendar days of the transaction and must include documentation demonstrating the pricing discrepancy.

2.3 Sustained Service Outage

If frogAPI experiences a complete and verifiable service outage (defined as total API unavailability, not intermittent errors, degraded latency, or partial functionality) lasting a continuous period of twenty-four (24) hours or more, and such outage is caused solely by frogAPI's infrastructure (and not by any Upstream Provider outage, force majeure event, or any cause outside frogAPI's reasonable control), frogAPI may, in its sole discretion, issue a credit refund or account credit to affected Users proportional to the duration of the outage, subject to verification.

2.4 Unused Credits (Grace Period)

If you request a refund within fourteen (14) calendar days of a Credit purchase, and one hundred percent (100%) of the purchased Credits remain unconsumed (i.e., no API requests have been made using the purchased Credits), frogAPI may issue a refund of the original purchase amount, less any applicable transaction fees, payment processing fees, and currency conversion costs. This grace period applies only to the original paid Credits and does not apply to any promotional, bonus, or matched credits associated with the purchase, which shall be forfeited upon refund.

To request a refund, you must follow the procedure set forth below. Failure to comply with this procedure may result in denial of your refund request.

• Step 1: Send an email to ch@vnsh.in with the subject line: “Refund Request — [Your Account Email]”.
• Step 2: Include in your request: (a) the email address associated with your frogAPI account; (b) the transaction ID(s) or reference number(s) for the charge(s) in question; (c) the date(s) and amount(s) of the charge(s); (d) a clear and detailed explanation of the reason for the refund request; and (e) any supporting documentation (e.g., bank statements, screenshots, error logs).
• Step 3: frogAPI will acknowledge receipt of your request within three (3) business days and will review your request within fourteen (14) business days of receipt. During the review period, frogAPI may request additional information or documentation from you.
• Step 4: frogAPI will notify you of its decision in writing (via email). If your refund request is approved, the refund will be processed to your original payment method within ten (10) business days of approval, subject to your payment provider's processing timelines.

4.1 Deductions

All approved refunds are subject to the following deductions:

• Payment Processing Fees: Non-recoverable fees charged by third-party payment processors (e.g., Stripe) will be deducted from the refund amount. These fees are typically 2.9% + $0.30 per transaction but may vary depending on the payment method and jurisdiction.
• Currency Conversion Costs: If the original payment involved currency conversion, any exchange rate differential or conversion fee incurred will be deducted from the refund amount.
• Consumed Credits: If any portion of the purchased Credits has been consumed, the value of the consumed Credits (calculated at the applicable per-token rate at the time of consumption) will be deducted from the refund amount.
• Promotional Credit Forfeiture: Any promotional, bonus, or matched credits associated with the refunded purchase will be immediately and irrevocably forfeited and deducted from your account balance. If the forfeiture of such credits results in a negative account balance, the negative balance will be deducted from the refund amount.

4.2 Refund Method

Approved refunds will be issued exclusively to the original payment method used for the transaction. frogAPI does not issue refunds via alternative payment methods, cash, check, wire transfer, cryptocurrency, credit to a different account, or any other means. If the original payment method is no longer available (e.g., expired card, closed account), frogAPI will work with the payment processor to attempt to route the refund; however, frogAPI shall not be liable for any inability to process the refund due to the unavailability of the original payment method.

5.1 Chargeback Policy

If you initiate a chargeback, payment dispute, or payment reversal with your bank, credit card company, or payment provider (“Chargeback”) without first contacting frogAPI and attempting to resolve the matter through the refund request procedure set forth in Section 3, frogAPI reserves the right to:

• Immediately suspend or permanently terminate your account and all associated API keys.
• Forfeit all remaining Credits in your account, including both purchased and promotional credits.
• Contest the Chargeback with your payment provider and submit all relevant transaction records, usage data, and account activity as evidence.
• Charge an administrative fee of up to fifty United States Dollars ($50.00 USD) per Chargeback to cover the costs of investigation and dispute resolution, which may be deducted from your account balance or collected through other lawful means.
• Report the incident to relevant fraud prevention databases and law enforcement authorities, if warranted.
• Pursue any and all legal remedies available to frogAPI under applicable law, including the recovery of the disputed amount, administrative fees, investigation costs, and reasonable attorneys' fees.

5.2 Fraudulent Chargebacks

Initiating a Chargeback for a legitimate transaction where Services were provided and consumed constitutes fraud and a breach of these Terms. frogAPI treats fraudulent Chargebacks with the utmost seriousness and will pursue all available legal remedies, including, without limitation, civil and criminal prosecution, reporting to credit bureaus, and cooperation with law enforcement agencies.

6.1 Service Errors Attributable to frogAPI

If a verifiable error in frogAPI's billing or metering system causes incorrect token counting, resulting in an overcharge, frogAPI will, upon investigation and verification, credit the difference to your account or issue a refund for the overcharged amount. “Verifiable error” means an error that is confirmed by frogAPI's internal audit logs and cannot be attributable to the User's API usage patterns, upstream provider behavior, or any other factor outside frogAPI's control.

6.2 Upstream Provider Failures

frogAPI is not responsible for, and shall not be liable for, failures, errors, inaccuracies, degraded performance, outages, or any other issues caused by or attributable to Upstream Providers. API requests that are successfully received by frogAPI and transmitted to an Upstream Provider are considered consumed, regardless of the quality, accuracy, or completeness of the Upstream Provider's response. No refunds shall be issued for: (a) unsatisfactory or inaccurate AI-generated outputs; (b) Upstream Provider downtime or rate limiting; (c) changes to Upstream Provider models, capabilities, or availability; or (d) any other circumstance arising from Upstream Provider actions or omissions.

6.3 EU/EEA Consumer Rights

If you are a consumer residing in the European Union or European Economic Area, you may be entitled to a “cooling off” period of fourteen (14) calendar days from the date of purchase under the EU Consumer Rights Directive (Directive 2011/83/EU) and its implementing regulations. However, by purchasing Credits and consenting to the immediate provision of digital content (i.e., immediate API access), you expressly acknowledge and consent to the loss of your right of withdrawal under Article 16(m) of the Consumer Rights Directive upon the commencement of service provision. Notwithstanding the foregoing, frogAPI shall comply with all mandatory consumer protection provisions applicable in your jurisdiction to the extent they cannot be waived by contract.

6.4 Regulatory and Legal Requirements

Nothing in this Policy shall be construed to limit or waive any rights you may have under mandatory consumer protection laws applicable in your jurisdiction. Where this Policy conflicts with mandatory applicable law, the mandatory legal provisions shall prevail. frogAPI complies with all applicable consumer protection regulations, including, without limitation, the Australian Consumer Law (ACL), the UK Consumer Rights Act 2015, the California Consumer Legal Remedies Act (CLRA), and similar legislation in other jurisdictions.

frogAPI may, at its sole and absolute discretion, issue account credits (“Goodwill Credits”) as a courtesy in situations not covered by this Policy. Goodwill Credits: (a) are issued on a case-by-case basis and do not establish a precedent or entitlement; (b) are non-refundable, non-transferable, and have no cash value; (c) may be subject to expiration or usage conditions; and (d) do not constitute an admission of liability, fault, or responsibility by frogAPI. The issuance of Goodwill Credits in one instance shall not create any obligation to issue Goodwill Credits in any other instance.

8.1 Voluntary Account Closure

If you voluntarily close your account, any remaining paid Credits (excluding promotional, bonus, or matched credits) may be eligible for refund, subject to the conditions and deductions described in Sections 1, 2, and 4 of this Policy. You must request the refund at the time of account closure. Once the account is closed and the thirty (30) day recovery period has expired, any remaining Credits are permanently forfeited and non-refundable.

8.2 Involuntary Account Termination

If your account is suspended or terminated by frogAPI for violation of the Terms of Service, Acceptable Use Policy, or any other frogAPI policy, all remaining Credits — including purchased, promotional, bonus, and matched credits — are immediately forfeited and non-refundable. This forfeiture is a reasonable and agreed-upon liquidated damage and is not intended as a penalty.

8.3 Inactivity

If your account remains inactive (no API requests, no login activity, and no billing activity) for a continuous period of twelve (12) months, frogAPI reserves the right to: (a) classify the account as dormant; (b) notify you via email at the address on file; and (c) if no activity or response is received within thirty (30) calendar days of such notice, forfeit any remaining Credits and close the account. frogAPI shall not be liable for any forfeited Credits resulting from account inactivity.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, frogAPI'S TOTAL LIABILITY ARISING OUT OF OR RELATING TO THIS REFUND POLICY SHALL NOT EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE SPECIFIC TRANSACTION(S) THAT ARE THE SUBJECT OF YOUR REFUND REQUEST. IN NO EVENT SHALL frogAPI BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES ARISING FROM OR RELATED TO THE DENIAL OF A REFUND REQUEST, DELAY IN PROCESSING A REFUND, OR THE APPLICATION OF THIS POLICY.

frogAPI reserves the right to modify, amend, or update this Policy at any time in its sole discretion. Any changes will be posted on the Services with an updated “Last Updated” date. Continued use of the Services and/or purchase of Credits following the posting of the revised Policy constitutes your acceptance of the revised Policy. frogAPI encourages you to review this Policy periodically.

For refund requests, billing inquiries, or questions about this Policy, please contact us:

Please allow up to three (3) business days for an initial response to your inquiry.