# Scenepond API Refund Policy
Effective: October 8, 2026 · Version: 1.0
## 1. Scope
This policy covers one-time prepaid API balance purchases at https://open.scenepond.ai. The individual operator of Scenepond API handles support and refund review at [api-support@scenepond.ai](mailto:api-support@scenepond.ai). Main-site canvas subscriptions, credit packages and other products are outside this scope. A top-up does not authorize automatic renewal.
## 2. Refunds and corrections
- **Unused purchases:** request a full refund within seven days of successful payment if that purchase has not been used for paid API requests. Orders, balance and usage records establish whether it was used.
- **Duplicate or incorrect payments:** verified duplicate or erroneous amounts are corrected, or the corresponding payment refunded when credit or balance correction cannot resolve the issue.
- **Payment not credited:** payment and order records are reconciled to credit the account or refund payment for service that cannot be delivered.
- **Service or billing disputes:** provide a request ID for review of failures, quantities and charges, with correction of amounts that should not have been charged. A failed request does not necessarily mean no upstream usage; actual processing and settlement are checked.
- **Permanent service discontinuation:** refunds will be arranged for unconsumed purchased balance corresponding to undelivered service.
Properly billed and consumed balance is generally non-refundable. Dissatisfaction with a lawful result, consumed calls and promotional, redeemed or bonus credits generally do not create a cash refund. Applicable statutory withdrawal, refund and other non-waivable rights are preserved. A first API call does not automatically establish a valid waiver of legal rights.
## 3. Requests and processing
Email support with the account email, order reference, payment date, requested amount and reason. Include a request ID for billing disputes. Do not send passwords, API keys, verification codes, card security codes or full card details. We normally acknowledge requests within five business days and explain any additional information or investigation needed.
After verification and approval, we normally initiate the refund with the payment provider within five business days. Refunds generally return to the original payment method. Waffo Pancake handles Pancake orders. Bank and payment-provider settlement times vary, so immediate receipt is not guaranteed. Contact support for status and available provider references.
## 4. Balance, cancellation and review
The corresponding purchased balance is reconciled when refunded to prevent reuse of refunded credit or duplicate refunds. Refunds use manual review and payment-provider procedures; a self-service automatic refund button is not promised. Cancelling an unpaid order does not refund a completed payment. Contact support to review unused purchased balance before account closure.
Reply through the same support channel with additional evidence to request a review. Refund, enforcement and closure procedures preserve mandatory legal rights and complaints to competent payment providers or authorities.