Refund Policy

Last updated: 2026-07-20

This Policy applies to API wallet recharges, Playground subscriptions, and Playground top-up packs purchased through Mafdet AI, a service provided by Shanghai Jing'an District Mafdet Software Development Studio ("Mafdet," "we," or "us"). Paddle is the merchant of record for the payment transaction and handles payment, taxes, receipts, and approved refunds. Refunds are normally returned to the original payment method.

This Policy does not limit mandatory consumer rights under applicable law. If this Policy conflicts with mandatory law, that law controls.

1. Request period

Except for duplicate charges, unauthorized payments, continuing service failure, or where law requires otherwise, submit a refund request within 14 days after purchase or renewal. We may review a later request based on its circumstances, but approval is not guaranteed.

2. API wallet recharges

If the purchased balance associated with a recharge order remains intact and has not been consumed by API requests or other charges, you may request a full refund of that order within 14 days.
If part of the balance has been consumed, consumed usage is non-refundable because model and platform costs arise when a request runs. Our automated flow currently supports full refunds by original order. A partial-balance refund is handled manually only where required by law, to correct a clear billing error, or as an exception approved by us in writing.
When a refund is approved, we reclaim the wallet credit associated with that order. If available balance is insufficient, the request enters manual review and may be denied or held while usage and disputes are investigated.
Promotional, bonus, trial, and administrator-granted credit has no cash value and cannot be refunded or redeemed.

3. Playground subscriptions

You may cancel at any time. Cancellation normally takes effect at the end of the current paid period and stops the next automatic renewal. Cancellation by itself is not a refund.
Once a billing period has started and Playground allowance or paid features have been materially used, the current-period fee is generally non-refundable.
An accidental purchase may be submitted for review within 14 days after purchase or renewal if the current-period Service has been substantially unused. We consider usage records, local law, and Paddle transaction status.
For a duplicate or clearly erroneous charge, or a verified continuing Mafdet outage that materially prevented use during the billing period, we will provide an appropriate refund, prorated remedy, or service credit.
If cancellation or a refund is approved, we may cancel the subscription and withdraw unused current-period allowance.

4. Playground top-up packs

A top-up pack applies only to the subscription period in which it was purchased. It does not roll over and cannot be redeemed for cash.
A completely or substantially unused accidental purchase may be submitted for review within 14 days.
A used top-up pack is generally non-refundable. On approval, the associated allowance is removed from the current period; insufficient remaining allowance requires manual review.

5. Generally non-refundable items

completed API requests and consumed Playground or top-up allowance;
dissatisfaction with model-output quality, style, or accuracy where the request was delivered normally;
unavailability caused by the user's device, network, configuration, expired BYOK credential, provider quota, or breach of the Terms;
promotional, bonus, trial, or free allowance;
accounts involved in fraud, abuse, bulk registration, circumvention, or violation of the Terms; and
differences caused by exchange rates, card-issuer fees, or payment-provider fees, unless applicable law requires otherwise.

6. Duplicate, unauthorized, or erroneous charges

Contact us immediately if you identify a duplicate or unauthorized payment, and revoke any account or API credential that may be exposed. A verified duplicate charge or system billing error will be refunded in full. An unauthorized payment may require investigation with Paddle, the card issuer, or payment provider.

7. How to request a refund

Use the in-account Feedback page and select "Refund request," or email [email protected] from your account email with:

your Mafdet account email;
the order number or transaction details from the Paddle receipt;
the purchased item and date;
the reason for the request; and
for a service failure, the request ID, model, and approximate time.

Do not send a password, full API key, BYOK credential, or full payment-card information. We generally send an initial response within 2 business days, but investigation, Paddle approval, or payment-provider processing may take longer.

8. Method and timing

Approved refunds are processed by Paddle and normally returned to the original payment method. Paddle or the payment provider generally completes a refund within 5 to 10 business days, depending on payment method, issuer, region, and approval state. Treatment of tax, currency conversion, and payment-provider charges is determined by the Paddle receipt and applicable law.

After a refund, related wallet balance, subscription entitlement, or Playground allowance is withdrawn. We retain necessary refund and audit records to prevent duplicate refunds and accounting errors.

9. Chargebacks and disputes

If you dispute a payment directly with a bank, card issuer, or payment provider, related orders, balance, and account features may be frozen during investigation. A chargeback does not create a right to a duplicate refund. Contacting us first is usually faster. If a dispute is already open, include its reference so the same transaction is not processed twice.

10. Contact

For refund and billing questions, contact Shanghai Jing'an District Mafdet Software Development Studio at [email protected] and consider using [BILLING] in the subject.