HeyToken Refund Policy

Effective date: 20 August 2026

This Refund Policy explains when HeyToken may refund purchases of prepaid service credits (Credits). It forms part of the Terms of Service between you and VITANCE TECHNOLOGY (HK) LIMITED (doing business as HeyToken, we, us, or our).

1. General Rule

HeyToken provides usage-based digital API services. Once Credits are used to make an API request, the related service is supplied and upstream costs may already have been incurred. For this reason, Credits that have been used are not refundable except where required by applicable law or where we confirm a billing or service error.

2. Refunds for Entirely Unused Purchases

You may request a refund of a purchase of entirely unused purchased Credits within 14 calendar days after the payment was processed.

To qualify:

• the Credits purchased in the relevant transaction must remain entirely unused;
• the request must be made within the 14-day period;
• the payment must not be subject to a chargeback, fraud investigation, or payment-provider restriction; and
• the account and purchase must comply with our Terms of Service.

If any Credits from the relevant purchase have been used, that purchase is not eligible for a standard refund. This does not limit rights that cannot lawfully be excluded or a refund we approve for a verified error.

3. Other Eligible Cases

We will reasonably review refund requests arising from:

• duplicate charges or accidental duplicate purchases;
• a completed payment for which purchased Credits were not credited to your account;
• a demonstrable HeyToken billing error; or
• a material, verifiable HeyToken service failure directly affecting paid usage.

For a paid request affected by a verified HeyToken error, we may provide a refund, account credit, or another reasonable remedy at our discretion, subject to applicable law. Temporary unavailability, upstream-provider degradation, model-output quality, or a user-side configuration issue does not automatically create a refund entitlement.

4. Non-Refundable Items

Unless required by applicable law, the following are non-refundable:

• Credits already used for API requests;
• promotional, trial, bonus, goodwill, or other non-purchased Credits;
• purchases made more than 14 calendar days before the refund request, except for the cases in Section 3;
• losses caused by exposed, shared, or compromised API keys where HeyToken did not cause the compromise;
• charges resulting from your or your authorised users' use of the Services; and
• purchases associated with fraud, abuse, a chargeback, a violation of the Terms of Service, or restricted or unlawful use.

5. How to Request a Refund

Email [email protected] with:

• the email address associated with your HeyToken account;
• the relevant order or transaction ID;
• the purchase date and amount;
• the reason for the request; and
• any supporting details or evidence, where applicable.

Do not send complete payment-card numbers, passwords, or API keys by email. We may request information reasonably necessary to verify your identity, payment, account ownership, and eligibility.

6. Processing and Method of Refund

If we approve a refund, we will normally initiate it to the original payment method within 5 to 10 business days after approval. Your bank, card issuer, wallet provider, or payment processor may take additional time to make the funds available.

Refunds will be made in the original payment currency where practicable. We are not responsible for currency-conversion differences, bank charges, or payment-provider charges outside our control.

7. Chargebacks and Disputes

Please contact [email protected] before initiating a payment dispute or chargeback so that we can investigate and attempt to resolve the issue. We may suspend an account, API keys, or access while a chargeback, fraud review, or payment dispute is pending. This does not affect any rights you may have under applicable law.

8. Statutory Rights and Changes

Nothing in this Refund Policy excludes, restricts, or replaces any consumer right or remedy that cannot lawfully be excluded, including rights that may apply in your place of residence.

We may update this Refund Policy by posting a revised version with a new effective date. The version in effect when you make a purchase will apply to that purchase unless a change is required by law or is more favourable to you.

9. Contact

For refund questions or requests, contact:

VITANCE TECHNOLOGY (HK) LIMITED
UNIT 11, 9/F THE CLOUD NO.111, TUNG CHAU ST TAI KOK TSUI, HONG KONG
Company registration number: 79526227
Email: [email protected]