Scope
This policy applies to subscriptions, packages, and services purchased through official SmaugBrain channels.
Enterprise contracts, private deployments, custom solutions, and offline agreements may have separate refund terms defined in the applicable agreement.
Refund Eligibility
Refund requests may be accepted in the following cases:
- Duplicate charges, incorrect orders, or payment errors.
- Technical issues preventing service activation or proper usage.
- Requests submitted within 7 days of purchase.
- Refunds required by applicable laws and regulations.
- Other exceptional cases approved by SmaugBrain.
Non-Refundable Cases
Refunds are generally not available when:
- Service usage has exceeded the applicable Token limit or the service has been substantially consumed.
- Custom services, enterprise solutions, private deployments, or manually activated services have been delivered or started.
- The refund request is submitted after the applicable refund period.
- Account restrictions, suspension, or service limitations result from violations of SmaugBrain policies, misuse, fraud, or unauthorized account activity.
- Service loss caused by user-controlled settings or account security issues.
Refund Request Process
To request a refund, please send an email to:
Please include:
- Order number
- Account email address
- Payment receipt or proof of payment
- Reason for the refund request
SmaugBrain will review each request and notify you of the result.
Approved refunds will be processed through the original payment method whenever possible.
Refund processing time: 5–7 business days after approval. Actual arrival time may vary depending on the payment provider and financial institution.