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Refund Policy

Last updated: May 16, 2026

1. Overview

We understand that circumstances may change. This Refund Policy outlines the conditions under which refunds may be granted for LLMWate subscriptions and prepaid usage. We strive to be fair and transparent while maintaining the sustainability of our service.

Please read this policy carefully before making any purchases. By subscribing to or using LLMWate services, you acknowledge and agree to the terms outlined in this Refund Policy.

Eligible for Refund

Refunds may be considered under the following conditions:

  • Extended Service Downtime: Service downtime exceeding 48 consecutive hours that affects your entire subscription period, confirmed by our technical team.
  • Technical Issues: Persistent technical issues confirmed by our team that prevent you from accessing or using the Service for more than 72 cumulative hours within a billing cycle.
  • Billing Errors: Charges applied incorrectly or amounts exceeding the agreed pricing, verified by our billing team.
  • Unauthorized Charges: Transactions that were not authorized by you, provided no misuse of the Service is found.
  • Service Discontinuation: If LLMWate discontinues a service or feature you have paid for without providing a suitable alternative or compensation.

Non-Refundable Cases

Subscriptions and usage charges are non-refundable in the following situations:

  • Partial Token Usage: Any usage of token quota within a billing cycle, even if the majority remains unused.
  • Change of Mind: Account closures or subscription cancellations requested after the initial 24-hour period following purchase.
  • User Error: Incorrect API key usage, incorrect model selection, improper API integration, or any misuse of the Service on your part.
  • Violation of Terms: Account termination resulting from violations of our Terms of Service, including but not limited to abuse, fraud, or illegal activity.
  • Prepaid Credits: Credits purchased in advance and loaded to your account balance, regardless of whether they are fully utilized.
  • Professional Plans: Monthly or annual subscription fees for Professional and Enterprise plans after the first 48 hours of the billing cycle.
  • Third-Party Services: Any fees paid to third-party AI model providers that LLMWate has passed through to you.

2. How to Request a Refund

If you believe you meet the eligibility criteria for a refund, please follow the steps below:

1

Gather Information

Collect your account email, invoice or transaction ID, and a clear description of the issue you experienced. Include dates, times, and any error messages received.

2

Submit a Request

Email our support team at support@llmwate.com with subject line "Refund Request – [Your Account Email]". Please include all relevant details in your initial email to expedite the review process.

3

Review Process

Our team will review your case and may request additional information. We will investigate technical logs, billing records, and service status to determine eligibility.

4

Decision & Notification

We aim to complete the review within 3–5 business days from receiving all required information. You will receive an email notification with the outcome and any applicable refund or credit within 7–10 business days of approval.

3. Refund Methods and Timing

Approved refunds will be processed using the original payment method:

  • Credit/Debit Card: Refunds will be credited to the card used for the original transaction. Please allow 5–10 business days for the refund to appear on your statement.
  • PayPal: Refunds will be sent to the PayPal account associated with the original transaction. Allow 3–5 business days.
  • Cryptocurrency: Refunds will be processed to the original wallet address or as a credit to your LLMWate account balance.
  • Account Credit: In some cases, we may apply the refund directly to your LLMWate account balance for future use.

4. Subscription Cancellation

You may cancel your subscription at any time through your account settings or by contacting our support team. Please note:

  • Cancellation takes effect at the end of your current billing cycle.
  • No prorated refunds are provided for unused days in a billing cycle.
  • You will retain access to paid features until the end of your paid period.
  • Prepaid balances and unused tokens are non-refundable upon cancellation.

5. Promotional and Discounted Subscriptions

Subscriptions purchased using promotional codes, discount offers, or special pricing arrangements are not eligible for partial refunds. The promotional price is locked for the promotional period, and upon renewal, standard pricing applies unless you cancel before the renewal date.

6. Exceptions and Special Circumstances

In exceptional cases, such as proven financial hardship or errors on our part, LLMWate may, at its sole discretion, consider refund requests outside the standard policy. All such decisions are final and non-negotiable. We encourage you to contact us directly if you believe exceptional circumstances apply to your situation.

📧 Contact Us

For questions about this Refund Policy or to submit a refund request, please contact us at support@llmwate.com.

Our support team is available Monday through Friday, 9:00 AM – 6:00 PM (UTC+8). We typically respond to all inquiries within 3–5 business days.