Refund Policy
1. What you are buying
Credits are a prepaid balance, denominated in US dollars, that you allocate to API keys and spend on API usage at the rates published on our Pricing page. Credits have no cash value, cannot be transferred to another account, and cannot be exchanged for money except as set out here. The minimum purchase is $5; you choose the amount before paying and see it again on Stripe's payment page before you confirm.
2. When we do refund
- Duplicate or erroneous charges. If you were charged twice for one purchase, charged an amount you did not select, or charged after a failed top-up, we will refund the erroneous charge in full to the original payment method.
- Where the law requires it. Nothing in this policy limits any right to a refund that you have under applicable law that cannot be excluded by agreement.
Refunds are issued to the original payment method and usually appear within 5–10 business days, depending on your bank.
3. What is not refunded
- Credits you have consumed through API usage.
- Unused credits, including credits allocated to keys you later delete (those return to your wallet balance, not to your card). If a key spent slightly more than its credit, the difference is deducted from your wallet balance when it is deleted.
- Charges on an account that we have suspended or terminated for breach of the Terms of Service.
4. Problems with a charge? Talk to us first
If you see a charge you don't recognise, a duplicate, or a service problem that you believe entitles you to a refund, email contact@supernova-labs.ai with the email address on your account, the date and amount of the charge, and a short description. We reply within 3 business days and resolve most issues within 10. Charges from us appear on your card statement under our company name, Nova Intelligence Machine Pte. Ltd., or as "Supernova".
Please contact us before opening a dispute with your bank: a chargeback takes weeks to resolve and, while it is open, we may have to suspend the affected account.
5. Contact
Nova Intelligence Machine Pte. Ltd. (UEN 202631799R), 3 Gambas Crescent, #04-01, Nordcom One, Singapore 757088. Billing enquiries: contact@supernova-labs.ai.