Refund Policy

We want you to recharge with confidence. If you change your mind, you can get your money back as long as you have not spent any of your balance since the recharge.

Key points

• You can request a full refund of a recharge within 7 days, as long as you have not spent any of your balance since that recharge, through the API or in the playground.
• A refund returns what you paid. If the recharge came with a bonus, the bonus is removed from your balance and is not paid out.
• Email support@nanoapi.ai to request a refund. We process every request within 24 hours.
• Failed tasks are never charged. The amount frozen for a task that fails is released to your balance automatically; you do not need to ask.
• Successful tasks are final, but if a result is broken, contact us within 7 days and we will review it.

Who can get a refund

You can get a full refund of a recharge when both of these are true:

• You request the refund within 7 days of the recharge.
• You have not spent any of your balance since that recharge.

Spending means being charged for a task, whether it was created through the API or in the playground. A task that fails is not charged, so it does not count as spending. Money that is only frozen for a task in progress counts once the task succeeds.

If you have made several recharges, each one is reviewed on its own. Your balance is a single amount, so any spending after a recharge counts against it, whichever recharge the money came from. For example, if you recharge on Monday, run a task on Tuesday and recharge again on Wednesday, the Wednesday recharge can still be refunded as long as you have not spent anything since, but the Monday recharge cannot.

How to request a refund

1. Email support@nanoapi.ai from the email address on your NanoAPI account.
2. Include the date and amount of the recharge, or the order number from your receipt.
3. We reply and process your request within 24 hours.

When you will get your money

Approved refunds are issued by Dodo Payments, our merchant of record, to the original payment method, and the refunded amount is removed from your balance. If the recharge came with a bonus, the bonus is removed as well. We send the refund as soon as it is approved; depending on your bank or card issuer, it can take a few business days to appear on your statement.

Failed tasks

You are never charged for a task that fails. When you create a task, its cost is calculated from the length of your source video and frozen from your balance. If the task fails, for example because it has not started within 30 minutes, a reference image could not be fetched or your inputs were rejected by our content checks (content_policy), the full frozen amount is released automatically. If the source video cannot be read when you create the task, no task is created and nothing is frozen. If the task succeeds, you are charged for what was used, normally the frozen amount, and anything left over is released. Released amounts go back to your balance, which never expires; they are not a cash refund.

Problems with a result

A successful task is charged even if the result is not what you hoped for, because the generation has run. If a result is clearly broken, for example the file is empty, corrupted or cannot be played, email support@nanoapi.ai within 7 days with the task ID. We will review it and credit your balance where appropriate.

In the playground, a finished result that fails our safety checks is withheld and not delivered. Because the generation has already run, its charge is not returned automatically. If you believe a result was withheld by mistake, email support@nanoapi.ai: we will review it and credit your balance where appropriate. See our Acceptable Use Policy.

Charges that are not refunded

• Recharges outside the 7-day window, or once you have spent balance after them, except where the law requires a refund. If you are a consumer in the EU, EEA or UK, you may withdraw from a recharge within 14 days; when you start spending your balance, you ask us to begin performance right away and you lose the right of withdrawal for the amount you have spent.
• Charges for tasks created with your API keys, including tasks created by someone who obtained a key you exposed or shared, and duplicate tasks from retries, loops or bugs in your own code. If a request times out, check your tasks before sending it again so it does not create a second task.
• Charges for tasks that broke our Acceptable Use Policy.
• The remaining balance of an account closed for breaking our Terms of Service.

Chargebacks and abuse

If you dispute a charge with your bank without contacting us first, we may suspend your account while the dispute is open. If a payment is refunded or charged back, the matching amount is removed from your balance. We may refuse refunds where we see abuse of this policy, such as repeated recharges and refunds.

Contact us

Questions about a payment or a refund? Email support@nanoapi.ai. This policy is part of our Terms of Service.

Tekronix Inc, 1500 N Grant St, Ste R, Denver, CO 80203, United States