OctopusX Refund Policy
Last Updated: October 21, 2026
1 Scope and operator
Xixi Future Technology Limited operates OctopusX at https://octopusx.ai/. This policy explains when and how you can request a refund for prepaid API credits and subscriptions purchased directly from OctopusX. Contact [email protected] for refund assistance. Our contact address is UNIT 617, 6/F KING CTR 5-9 KA HING RD KWAI CHUNG HONG KONG.
This policy governs refund eligibility and processing alongside our Terms of Service. Our Privacy Policy governs the handling of information submitted with a request. For refund matters, this policy takes precedence over inconsistent general descriptions in our Terms. A separate written agreement may govern a specific enterprise purchase, subject to mandatory law.
2 Your rights and the application window
Nothing in this policy limits mandatory rights under applicable law. A legal remedy or deadline that differs from this policy takes precedence. Our fourteen-calendar-day window is a commercial refund commitment, not a definition of statutory cancellation rights. Incorrect charges and verified service failures are assessed separately from a change of mind.
The standard window runs from successful payment for the relevant transaction. Each purchase has its own window. To preserve the request date, contact us within that window with enough information to identify the payment and state that you are requesting a refund. Later requests for reasonable verification do not move that initial request date. If a timestamp or time-zone difference affects eligibility, we will check the payment and message records with you.
3 Unused and partly used prepaid credits
Within fourteen calendar days after successful payment, a purchase whose paid credits remain entirely unused is eligible for a full refund of the amount actually paid. If some paid credits have been used, the remaining unused paid portion is eligible for a refund. Fees for services correctly delivered are generally not refundable, except for the remedies described below or required by law.
After fourteen calendar days, you may still request a refund of unused paid credits. We will review payment history, usage and payment-channel circumstances individually; approval is not automatic. Purchased wallet credits remain valid without expiry under our current service rules. That validity does not create an unconditional cash-redemption right after the standard window.
4 Calculating the refundable amount
We calculate refunds from the actual payment and the unused paid entitlement attributable to that transaction, taking discounts into account. The total returned for a transaction cannot exceed the amount actually paid, less previous refunds. We do not value discounted credits at a higher nominal price or convert free credits into paid credits.
For example, if a purchase provides 100 paid units for USD 80 and 25 of those paid units have been correctly consumed, the unused 75 units represent USD 60 of the paid price, before any applicable tax adjustment. This is an illustration, not a statement of OctopusX's current prices, credit units or consumption order.
For multiple purchases or a mixture of paid and free credits, we use order-level records to identify the unused paid entitlement, reconcile usage and prior adjustments, and explain the allocation before completing the refund. The displayed total balance is not necessarily all refundable cash. If you dispute a record, we will investigate and explain the result without changing the applicable consumption rules retrospectively.
5 Promotional credits and prior adjustments
Promotional, trial and other free credits have no cash refund value. Unused bonus credits associated with a refunded purchase will be withdrawn with the corresponding paid entitlement. A refund does not entitle you to keep using the refunded credits or benefits.
A correction that restores credits deducted in error is not itself a cash refund. We will distinguish restored paid entitlement from genuinely free promotional credits and account for previous corrections, refunds and bank reversals so the same charge is not reimbursed twice. A restoration does not by itself reset the purchase date or the standard window.
6 Subscriptions and cancellation
A subscription is eligible for a full refund when requested within fourteen calendar days after successful payment and no included credits or other paid subscription benefits have been used. Mere passage of time is not, on its own, evidence that you used a benefit. We will identify any benefit usage relied on in our decision. The corresponding subscription benefits end when the refund is processed.
If paid subscription benefits have been used, a change of mind or changed usage plans generally does not qualify the current period for a refund. We do not promise a daily pro-rata refund simply because unused time remains. Requests outside the standard window are reviewed individually. Incorrect charges, non-delivery and mandatory rights remain separately protected.
Cancelling an unpaid order, ending a paid subscription and obtaining a refund are different actions. Current subscriptions are one-time purchases for their stated term rather than automatic renewals. Cancelling a subscription does not itself submit a refund request or turn unused subscription allowances into refundable wallet credits.
7 Automatic recharge
Each successful automatic recharge is a separate prepaid-credit purchase and follows the same fourteen-day and unused-paid-portion rules. Turning off automatic recharge prevents future triggers in accordance with the service settings; it does not by itself refund a completed charge. A payment already initiated may require separate review.
If you believe a recharge occurred without your authorisation, after disabling it, or contrary to the agreed settings, provide the transaction reference and relevant timing. We will examine authorisation, trigger and payment records. We will not treat the mere presence of an automatic-recharge setting as conclusive evidence that every disputed payment was authorised.
8 Duplicate payments and incorrect charges
Verified duplicate payments and amounts charged in error will be refunded or corrected as appropriate. These claims are not subject to our standard fourteen-day change-of-mind window. Report the affected transactions so we can distinguish separate completed purchases from duplicate processing.
A pending bank authorisation may appear alongside a completed charge without being a second settled payment. We will help identify the payment status. If money was settled but the purchased credits or benefits were not supplied, we will reconcile the transaction and provide the missing entitlement or an appropriate refund. You do not need to make another purchase to have that issue investigated.
9 API failures and billing corrections
For a failed API request or suspected billing error, provide the request identifier, approximate time, model and disputed charge if available. We will compare request status with billing records. Credits deducted in error will be restored. A request that failed before any charge was made has no deducted amount to restore.
A timeout, disconnected client, interrupted stream or cancelled local process does not alone establish that the upstream request stopped or that no billable work occurred. An asynchronous task may still complete, and a retry may create another request. We will assess the actual delivery and applicable disclosed billing rules; an upstream cost alone does not justify charging you contrary to those rules.
Restoration of platform credits and a refund to a payment method are separate remedies. Cash-refund requests are assessed under this policy and applicable law. Previous corrections will be included in the reconciliation without being counted twice.
10 Non delivery and quality concerns
Where the purchased service was not delivered, or a platform fault or material mismatch with the service description is verified, we will provide an appropriate correction or refund for the affected service. These claims are not rejected solely because the standard change-of-mind window has passed. We will explain the affected amount and proposed remedy.
Dissatisfaction with the creative style, usefulness or wording of an AI-generated result alone generally does not justify a refund when the service was delivered as described. That does not exclude genuine defects, incorrect model execution, billing errors or mandatory remedies. We do not promise a universal uptime guarantee or automatic compensation amount through this policy.
11 Account closure and service restrictions
You do not need to close your account to request a refund. If you plan to close it, contact us first where possible so remaining paid entitlements can be reconciled. If the account is already closed or inaccessible, you may still email support with information sufficient to identify the payment. Closure does not itself complete a refund or erase transaction records.
If we suspend or discontinue access, we will assess affected unused paid entitlements and any undelivered service under this policy, applicable law and the reason for the restriction. Suspension alone does not automatically forfeit every unused paid credit. We may verify disputed or suspicious payments, explain the basis to the extent lawful, and provide a route for review.
12 Submitting a request
Email [email protected], preferably from your account email, with the order or transaction reference, payment date, requested amount and reason. Include request identifiers for API billing issues if available. If an in-account support channel is available, you may use it; email remains an option when you cannot sign in.
We may request information reasonably necessary to verify the payer, payment or authority to act for an organisation. Redact unrelated information from receipts or statements. Do not send passwords, API secret keys or full card details. Missing nonessential information will not by itself invalidate a clearly identified request.
While the request is under review, avoid consuming the credits or benefits for which you seek a refund and consider disabling automatic recharge. Submitting a request does not itself freeze usage or disable future charges. We will reconcile actual usage before processing and explain changes to the requested amount. When the refund is completed, the system removes the corresponding paid credits and linked unused bonus credits, or ends the subscription benefits covered by that refund.
13 Review and follow up
We will respond within three business days after receiving a complete request and normally finish our review within five business days. For these service targets, business days are Monday to Friday excluding Hong Kong public holidays. If further verification is needed, we will explain the required information and provide an updated estimate. These targets do not extend mandatory legal deadlines or change the initial request date.
We will communicate approval, partial approval or refusal with the amount and relevant reason. If you believe records or circumstances were overlooked, reply to request review and include the missing information. You may exercise applicable bank, payment-provider or legal remedies without first completing an internal review.
If a bank dispute or chargeback is already open, tell us its reference where available. We will coordinate with the payment provider to avoid duplicate reimbursement and explain any effect on direct-refund processing. You do not waive your rights merely by raising a dispute, and we do not require withdrawal as a blanket condition for considering your complaint.
14 Refund destination and arrival
Approved refunds will be initiated promptly and we will notify you when submitted. Review completion, submission and receipt of funds are separate stages. The arrival time depends on the payment provider and bank; we do not guarantee a fixed arrival date. If funds do not arrive within the estimate provided for your payment, contact us so we can trace the status and provide an available refund reference.
Refunds are normally returned through the payment channel to the original payment method after approval. If that method is closed, expired or unavailable, contact us rather than supplying an unrelated recipient. We will agree on an appropriate alternative only after payer verification and subject to payment-provider requirements and applicable law. We will not redirect refunds to unrelated third parties.
15 Fees currency and tax adjustments
OctopusX does not charge an additional refund processing fee. We do not use the original payment-processing cost as an undisclosed platform deduction. The refund is calculated in the original transaction currency where supported. Your bank or payment provider's currency conversion and exchange-rate differences may affect the amount received in your account currency, subject to applicable law.
Where tax was collected on a refunded purchase, we will make the related tax and invoice adjustments required for the refunded amount. The original payment, consumed portion, earlier refunds and any tax adjustment will be distinguished in the calculation. An applicable tax adjustment is not an extra platform refund fee.
16 Updates and contact
We may update this policy and will show the last updated date of the published version. Updates will not retroactively reduce refund rights applicable to an earlier purchase or affect mandatory legal rights. English and Chinese versions are intended to express the same rules; contact us if you identify a discrepancy.
For a request, status enquiry or review, contact [email protected] and quote the relevant transaction or existing case reference. Retain your payment and refund correspondence until the matter is resolved.