Last Updated: June 4, 2026
This Refund Policy applies to the flatkey.ai services provided by VOC AI INC ("VOC AI," "we," "us," or "our") through flatkey.ai, checkout pages, the dashboard, and support channels, including account top-ups, prepaid account balance, service credits, API usage, digital service delivery, and related support matters.
Operating entity: VOC AI INC, 160 E Tasman Drive, Suite 202, San Jose, CA 95134, United States. Contact: support@flatkey.ai.
1. Basic Principles
flatkey.ai provides digital services. Account balance, service credits, and related digital services are usually delivered electronically immediately after successful payment or order approval and may be used immediately for API requests, model calls, file processing, image processing, request processing, or other paid features. Once delivery and use occur, third-party model, cloud service, payment, tax, network, and infrastructure costs may be incurred.
Our refund principles are: non-delivery, duplicate charges, verifiable system errors, and mandatory legal requirements receive priority review; delivered and used credits, consumed balance, completed requests, and successfully provided digital services are generally not refundable.
This Policy does not limit any non-waivable consumer refund, cancellation, withdrawal, digital content, digital service, or payment dispute rights provided by applicable law.
2. Refund Window for Unused Balance
Unused account balance or service credits may be submitted for refund review within 24 hours after purchase completion. After 24 hours, unused balance generally is not eligible for a cash refund unless applicable law requires otherwise, payment service provider rules require otherwise, or we confirm duplicate charges, non-delivery, a verifiable system error, or a tax or invoice error.
If a purchase page, order description, enterprise agreement, or applicable law provides a longer refund period, the more specific rule will apply. Promotional, reward, trial, coupon, gifted, free balance, or free credits generally are not eligible for a cash refund.
3. Refunds or Adjustments We May Review
You may request a refund, balance restoration, credit correction, or account adjustment in the following situations:
- the same order was charged more than once;
- payment succeeded but account balance, service credits, or digital services were not delivered;
- payment failed, was reversed, or was canceled, but the payment method still shows a charge;
- our verifiable system error caused duplicate deduction, incorrect deduction, incorrect metering, or incorrect credit delivery;
- you request within 24 hours after purchase and the related balance or credits have not been used, transferred, abused, or associated with suspicious activity;
- tax, invoice, receipt, currency, order amount, or payment method processing needs correction;
- applicable law, payment service provider rules, digital service rules, tax rules, or payment network rules require a refund;
- VOC AI, Paddle, Stripe, or another original order payment service provider determines after review that a refund or adjustment is appropriate.
Approval and handling method depend on order status, delivery records, usage records, payment status, tax and invoice requirements, risk review results, payment service provider rules, and applicable law.
4. Review Process
We review refund or adjustment requests using order records, payment service provider records, delivery records, balance records, usage logs, request IDs, error records, support communications, tax records, and invoice records. For usage disputes, we focus on whether requests actually occurred, whether balance was deducted, whether duplicate deduction occurred, whether there was a system error, and whether the relevant requests came from your account, API key, team members, application, or integration.
During review, we may ask you to provide account email, order number, payment ID, receipt, invoice, request ID, timestamp, screenshot, error message, or other reasonably necessary information. Requests that cannot verify order, account ownership, delivery status, usage status, or payment status may not be approved.
If we find that the related order or usage involves unauthorized resale, relay, account sharing, hiding the true user, bulk account creation, abnormal concentrated calling, fraud, abuse, sanctions risk, chargeback abuse, or limit circumvention, we may pause review, deny refunds, limit balance restoration, or take account restriction measures under the User Agreement.
If the same order has entered a chargeback, payment dispute, payment reversal, or payment service provider investigation process, we will generally handle it through the relevant payment service provider or card network process and will not separately issue an independent cash refund at the same time, to avoid duplicate refunds or accounting conflicts. After the dispute process ends, if account balance or billing corrections remain necessary, we will handle them based on the final result and system records.
5. Items Generally Not Refundable
Except where applicable law requires otherwise, the following are generally not refundable:
- balance or service credits used for API requests, model calls, file processing, image processing, cache use, request processing, or other paid features;
- digital services that have been successfully delivered and started;
- fees caused by accounts, team members, API keys, automated scripts, integrations, leaked keys, permission settings, internal personnel, or authorized users;
- third-party model costs, cloud service costs, minimum charges, excess usage, taxes, currency conversion differences, bank fees, card network fees, network fees, payment service provider fees, or third-party platform fees;
- promotional, reward, trial, coupon, gifted, free balance, or free credits;
- orders, balance, or service credits associated with fraud, abuse, sanctions risk, unlawful use, policy violations, account sharing, unauthorized resale, relay, provision to others, chargeback abuse, or limit circumvention;
- requests based on dissatisfaction with AI Output quality, model behavior, service availability, latency, rate limits, price changes, regional restrictions, or third-party policy changes, where the service was delivered as described or the relevant credits were used;
- issues caused by inaccurate account, email, billing, tax, business, invoice, or payment information you provided, unless applicable law or payment service provider rules require correction or refund.
6. Digital Content and Consumer Rights
For digital content or digital services that are delivered and usable immediately, to the extent permitted by applicable law, you may lose statutory cancellation or withdrawal rights once account balance, service credits, or related services are delivered or once you begin using the relevant services.
If your location provides non-waivable consumer protection, refund, withdrawal, cancellation, or dispute rights, we will handle requests according to applicable law even if other parts of this Policy say otherwise.
7. How to Request a Refund
Contact support@flatkey.ai and provide as much of the following information as possible:
- account email;
- order number, payment ID, Paddle receipt number, Stripe receipt number, payment reference, or invoice number;
- purchase date, amount, currency, and payment method type;
- reason for the refund or adjustment request;
- relevant screenshots, error messages, delivery status, balance records, or dashboard records;
- for usage issues, API key name, request ID, timestamp, model, or service name.
Duplicate charges, non-delivery, incorrect deduction, invoice errors, tax issues, or payment abnormalities should be submitted as soon as discovered. We may request additional information to verify account ownership, purchase records, delivery status, usage status, payment status, tax information, and refund eligibility.
8. Refund Method and Processing Time
Approved cash refunds usually return to the original payment method. Processing time depends on Paddle, Stripe, banks, card networks, wallets, local payment method providers, and other relevant service providers. We cannot guarantee when a third party will complete posting.
In some cases, we may resolve an issue through balance restoration, credit correction, account adjustment, credit note, invoice correction, or receipt update, especially where the issue concerns delivery failure, incorrect metering, duplicate deduction, or account record error.
Taxes, invoices, credit notes, receipts, currency conversion, and payment method limitations may be handled by the original order payment service provider. If an order has entered chargeback, dispute, risk control, tax review, or payment service provider restriction status, refunds may take longer or must follow the relevant process.
9. Paddle, Stripe, and Other Payment Service Providers
If an order is processed by Paddle as Merchant of Record or seller, Paddle may determine or execute refunds, taxes, invoices, credit notes, receipts, and payment dispute matters according to its process.
If an order is processed by Stripe or another payment processor, VOC AI may review the refund request and, where feasible, instruct the processor to return the approved refund to the original payment method. Processing rules and timing may vary by payment service provider, country, currency, payment method, and bank.
10. Chargebacks and Payment Disputes
If you initiate a chargeback, payment dispute, payment reversal, or similar process, we may suspend related accounts, API keys, balance, service credits, orders, or service access during the investigation.
We may provide Paddle, Stripe, banks, card networks, wallets, payment networks, tax service providers, or dispute handling bodies with order records, delivery records, usage logs, balance records, tax records, invoices, receipts, refund records, support communications, account activity, and security records to investigate and respond to disputes.
Please contact us first for duplicate charges, non-delivery, incorrect deductions, tax issues, invoices, receipts, and billing issues. Directly initiating a chargeback may result in account suspension, refund delays, dispute fees, or future purchase restrictions.
If you have already contacted a bank, card network, wallet provider, or payment service provider to initiate a dispute, tell us the dispute status and reference number in refund communications. Hiding an active dispute, requesting duplicate refunds at the same time, or continuing a chargeback after receiving a refund may be treated as chargeback abuse.
11. Policy Updates
We may update this Refund Policy from time to time. The updated Policy generally applies to purchases, deliveries, usage, and refund requests occurring after the update, unless applicable law or payment service provider rules require otherwise.
12. Contact
For questions about purchases, delivery, account balance, service credits, duplicate charges, incorrect deductions, taxes, invoices, receipts, refund eligibility, Paddle receipts, Stripe receipts, or payment disputes, contact support@flatkey.ai or write to VOC AI INC, 160 E Tasman Drive, Suite 202, San Jose, CA 95134, United States.
All of the above contents shall be subject to the English version.