Cubence Refund and Cancellation Policy

This Refund and Cancellation Policy applies to Cubence wallet recharges, subscriptions, invoice service fees, and other paid services. It is part of the Cubence Terms of Service.

1. Refund Request Window

Refund requests will not be accepted for orders more than thirty (30) calendar days after payment, unless applicable law requires otherwise.

2. Subscription Refunds

Subscription refunds are calculated on a weekly basis. If your usage in the current period has reached or exceeded the weekly quota, that week is treated as fully used.

Refund Amount = Actual Amount Paid × (1 - Weeks Used / 4)

After cancellation, access for the active subscription period may terminate once the refund is completed. Used quota, promotional quota, and rewards are not refunded as cash value.

3. Wallet Recharge Refunds

Wallet recharge refunds are calculated against the remaining account balance, starting from the latest recharge order and moving backward in reverse chronological order. Each order can be refunded only for the portion still covered by the remaining account balance. Consumed recharge quota is not refundable.

Refundable Payment Amount = max(0, Order Amount Paid - max(0, Order Recharge Quota - Currently Covered Balance)) × (1 - 4%)

The currently covered balance is reduced by each order's recharge quota after that order is calculated, then the calculation continues to earlier recharge orders. Wallet recharge refunds are paid after deducting a 4% processing fee from the refundable payment amount to cover payment-channel costs, processing fees, exchange-rate loss, and necessary handling costs. If the calculated amount for an order is less than or equal to zero, that order has no refundable amount.

Lottery balance rewards are for consumption only and cannot be refunded or withdrawn as cash. During refund or withdrawal review, we check credited lottery rewards, actual payments, and usage records; refundable amounts depend on actual payments and the review outcome. Cumulative lottery credits do not represent unspent rewards. Bonus quota, promotional rewards, commission-converted balance, compensation balance, and other non-cash purchased quota are not refunded as cash value. If an order used a coupon, discount, or special promotional price, the calculation uses the actual amount paid for that order.

4. Invoice Service Fees

Invoice service fees are generally non-refundable once the invoice request has entered processing. If we cannot issue the invoice due to our error, duplicate charges, or mandatory legal requirements, we will handle the refund based on the circumstances.

5. Non-Refundable Cases

• Account limitation, suspension, or termination caused by violations of the Terms or Acceptable Use Policy.
• Resale, sharing, disclosure, or transfer of API keys, tokens, account credentials, or access rights.
• Abuse, artificial usage, abnormal calls, attacks, bypassing restrictions, or other prohibited use.
• Refund requests based on customer-initiated changes in preference, including no longer needing the Services, changes to usage plans, or a subjective decision to stop using the Services.
• Unauthorized use of the Services, inputs, outputs, response patterns, or model behavior for model scraping, copying, training, fine-tuning, distillation, evaluation, benchmarking, or improving competing models.
• The order is outside the refund window, or the remaining balance does not create a refundable amount.

Refund requests may be denied if the customer or its users are limited, suspended, terminated, or charged due to violations of the Terms, Acceptable Use Policy, service-specific terms, or usage limits. Fees and credits already incurred, consumed, or caused by violations are not refundable.

6. Review and Required Materials

All refund requests are subject to Cubence review. Customers must submit the following materials:

• Original proof of payment, such as a payment screenshot, transaction reference number, or payment-provider order number.
• Identity information consistent with the payment account.
• For orders that cannot be refunded through the original payment route, payout account information consistent with the payer's identity.

Cubence may require additional identity verification, transaction proof, account ownership proof, or other reasonably necessary materials.

7. Anti-Fraud Review

To prevent fraud, stolen payments, cash-out abuse, money laundering, or other abnormal transaction activity, Cubence reserves the right to conduct additional anti-fraud review of refund requests, including verifying that the payer and recipient identities match, reviewing transaction sources, account activity, and usage records. If a refund request appears fraudulent, Cubence may deny the refund and suspend the related account.

8. Refund Processing

Refund requests are usually processed within three (3) business days. Refunds will be returned to the original payment channel where possible. Actual arrival time depends on payment providers, banks, or wallet providers. Exchange rates, fees, or payment-channel costs may affect the final amount received.

9. Contact Us

To request a refund or cancel a subscription, contact [email protected] with your order number, account email, payment time, and refund reason.

Operating entity: Cubence LLC