Refund Policy

Last updated: May 2, 2026

This Refund Policy describes the terms and conditions under which neokens, Inc. ("neokens," "we," or "us") will issue refunds for credit pack purchases made on the neokens platform. This policy is part of our Terms of Service and should be read alongside them.

1. Eligibility for Refunds

1.1 Unused Credits Within 14 Days

If you have purchased a credit pack and have not consumed any portion of it, you may request a full refund within fourteen (14) calendar days of the purchase date. The 14-day period begins at the time of purchase as recorded in our system.

1.2 Partially Used Credits Within 14 Days

If you have consumed a portion of your purchased credit pack, you may request a refund for the remaining unused balance within fourteen (14) calendar days of the purchase date. The refund amount will be calculated based on the proportion of unused credits relative to the original purchase, at the same per-credit rate as your original purchase.

1.3 Credits Older Than 14 Days

After the 14-day refund window has passed, purchased credits are non-refundable. However, credits never expire and remain available in your account for indefinite use. You can continue to use your remaining balance for any API request supported by the Service.

2. How to Request a Refund

To request a refund, please contact our support team through one of the following methods:

  • Contact form: Submit a request at neokens.com/contact with the subject line "Refund Request"
  • Email: Send a message to [email protected] including your account email, the transaction or invoice number, and the reason for the refund

Please include the following information in your refund request to help us process it promptly:

  • The email address associated with your neokens account
  • The date and amount of the purchase
  • The transaction ID or invoice number (available in your billing history)
  • The reason for the refund request

3. Processing Time

Once your refund request is approved, the refund will be processed within five (5) to ten (10) business days. Refunds are issued to the original payment method used for the purchase. The time it takes for the refund to appear in your account depends on your payment provider:

  • Credit/debit card: Typically 5-10 business days after approval, depending on your card issuer's processing times
  • Other payment methods: Processing times may vary; we will provide an estimate upon approval

If you do not receive your refund within 15 business days of approval, please contact our support team for assistance.

4. Exceptions

The following situations are not eligible for refunds:

  • Consumed credits: Credits that have been used for API requests are non-refundable, regardless of the outcome or quality of the AI-generated responses
  • Accounts terminated for violations: If your account is terminated for violations of our Terms of Service or Acceptable Use Policy, any remaining credit balance is forfeited
  • Auto-replenishment purchases after 14 days: Automatic credit pack purchases triggered by auto-replenishment are subject to the same 14-day refund window; however, disabling auto-replenishment before the window closes does not create an additional refund obligation for prior purchases
  • Promotional or discounted credits: Credits received through promotions, bonuses, or at discounted rates are non-refundable
  • Duplicate charge claims after 60 days: Claims of duplicate or erroneous charges must be raised within 60 days of the charge date

5. Credit Expiration

Credits purchased on the neokens platform do not expire. Your credit balance remains available indefinitely and can be used at any time, subject to the continued availability of the Service and the terms of the Terms of Service. We reserve the right to adjust credit rates for future purchases with 30 days' notice, but adjustments will not affect the value of credits already held in your account.

6. Disputes and Chargebacks

If you believe you have been charged in error, we encourage you to contact us first before initiating a chargeback with your payment provider. Chargebacks initiated without first contacting neokens may result in temporary suspension of your account while the dispute is resolved. If a chargeback is resolved in neokens' favor, your account may be subject to a processing fee to cover the chargeback costs.

We will work with you to resolve billing disputes promptly and fairly. Please contact us at [email protected] or through our contact page with any concerns about charges to your account.

7. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be posted on this page with a revised "Last updated" date and, where changes reduce your refund rights, we will provide at least 30 days' advance notice via email to the address associated with your account. Changes to this Policy do not affect refund eligibility for purchases made before the change takes effect.

8. Contact

For refund requests or billing questions, please contact: