1. Requesting a review
Email billing@supapose.ai from the address associated with the workspace. Include the payment reference, purchase date, amount, reason, and any relevant error. Do not send card numbers or security codes.
2. Cases we review
- A duplicate or incorrect charge.
- A captured payment where the purchased plan or credits were not applied after reasonable troubleshooting.
- A verified Supapose service failure that materially prevented use of the paid purchase.
- A refund required by applicable consumer law.
3. General limits
Because model providers begin work and incur cost when generation starts, used credits and completed or processing generations are generally not refundable because of preference, prompt choice, model behavior, output quality, or a cancelled job. Eligibility is assessed using payment, wallet, generation, and incident records. This does not limit rights that cannot legally be waived.
4. Refund scope
The current payment integration supports full refunds of an eligible captured payment. Partial self-service refunds are not currently offered. A subscription-payment refund returns the workspace to the Free plan. A top-up refund reverses the credits granted by that payment; a refund may be delayed or refused if those credits have already been consumed, except where law requires otherwise.
5. Decision and payment timing
We will acknowledge a complete request and may ask for information needed to investigate. Approved refunds are sent to the original payment method through the secure payment provider. Bank and payment-network processing times vary, so a successful refund may take additional business days to appear.
6. Payment disputes
Contact us first so we can investigate promptly. Fraudulent or abusive disputes may result in temporary restrictions while payment ownership and account activity are reviewed.