In short
Tokens are a digital product delivered instantly, so purchases are generally final. That said, we do not want anyone paying for something they did not receive. If a payment failed, duplicated, or the tokens never arrived, contact us and we will put it right.
When we issue a refund
- You were charged but no tokens were credited to your account.
- You were charged more than once for the same order.
- A technical fault on our side prevented you from using the tokens you paid for.
- The payment was made in error and no tokens from that purchase have been used.
When we normally cannot refund
- Tokens from the purchase have already been consumed.
- You are dissatisfied with the content of an answer. The assistant is a study aid, not a guarantee of a grade.
- The request arrives more than 14 days after the payment date.
- The account was disabled for breaking the terms of service.
We review every request individually. If your situation is not listed here, still write to us — we would rather hear about it.
Duplicate payments
If the same order was paid twice, send both reference numbers. We verify against our payment records and the provider's records, then refund the duplicate to the original payment method. Nothing is removed from your balance for a duplicate refund unless the tokens were credited twice.
Payments that do not appear
Bank and crypto transfers can take a few minutes to settle. If tokens have not arrived after 30 minutes, open the payment page in your account, press Check status, and send us the reference if it is still pending. Include your transfer receipt so we can match it.
Disputes
Please contact us before raising a dispute with your bank or payment provider. Most issues are resolved the same day, and a chargeback usually takes far longer to settle than a direct refund. If a chargeback is opened, the related account and tokens may be suspended while the dispute is under review.
How to request a refund
- E-mail support@epc-ai.local from the address on your account.
- Include your username, the payment reference (for example
EPC-260827-A1B2C3D4), the amount and the payment method. - Attach the receipt or screenshot from your bank or wallet.
We acknowledge requests within two business days. Approved refunds are returned to the original payment method; how quickly the money appears depends on your bank or wallet provider.
Changes to this policy
We may update this policy as our payment methods change. The date at the top of this page always reflects the current version, and the version in force at the time of your purchase is the one that applies to it.