The Clevora AI Developer Platform uses a prepaid, usage-based billing model — you top up your account with credits and we deduct them as you use the API. This policy explains when and how those credits can be refunded. It is a supplement to the Developer Terms of Service.
1. Unused Credits
If you decide the API isn't a fit for your project, we will refund unused credits at any time, subject to the following:
- The refund covers only credits that have not yet been consumed by API requests at the time of the request.
- The amount refunded equals your remaining balance, less any open Dodo Payments processing fees (typically less than $0.30 per transaction).
- Refunds are sent to the original payment method through Dodo Payments. They typically appear within 5–10 business days depending on your bank or card issuer.
2. Activation Credit ($15 Minimum)
Activation requires a one-time minimum top-up of $15. If you top up exactly $15 to activate, do not make any API requests, and request a refund within 14 days, we will refund the full $15. After the 14-day window, the standard unused-credits policy in Section 1 applies.
3. Consumed Credits Are Non-Refundable
Credits debited by successful API requests are non-refundable. "Successful" means a 2xx HTTP response was returned (the request consumed compute and tokens). This applies regardless of whether the output quality met your expectations — AI output is generated by probabilistic models and is provided as-is.
4. Billing Errors
If you believe we have charged you in error — duplicate top-up, double-billed request, currency-conversion mistake, or a usage figure that does not match your logs — contact us within 60 days of the charge. We will investigate within 5 business days and, where the error is confirmed, refund the affected amount in full.
5. Service Outages
If a confirmed Clevora-side incident causes the API to be materially unavailable or to return systemic 5xx errors for an extended period, we will issue service credits to your balance. The amount is determined case-by-case based on the duration and scope of the outage. Service credits are non-cashable. Outages caused by upstream third parties (Google, model providers, Dodo Payments) or by your own integration are not eligible.
6. Refunds Are Not Available For
- Credits consumed by successful API requests (Section 3);
- Accounts terminated for violation of our Developer Terms or acceptable-use rules;
- Charges older than 60 days where no billing error is alleged;
- Promotional credits, free-trial allocations, or balances that were granted at no cost;
- Output quality, latency variability within published SLAs, or feature-availability changes communicated in advance.
7. How to Request a Refund
Email dev-support@getclevora.xyz from the address associated with your Clevora account. Please include:
- Your account email and developer UID (visible in the dashboard);
- The Dodo Payments transaction ID for the top-up(s) in question, or the approximate date;
- The amount you are requesting back;
- A brief reason — optional, but helps us improve.
We acknowledge requests within 1 business day and process approved refunds within 5 business days. Funds settle in your bank/card according to your issuer's timing — typically 5–10 business days after issuance.
8. Chargebacks
Please contact us before initiating a chargeback. In nearly every case we can resolve the issue faster directly. Chargebacks raised without first contacting support may result in API access being suspended pending investigation, and we reserve the right to dispute fraudulent chargebacks with Dodo Payments and the acquiring bank.
9. Statutory Rights
Where applicable, nothing in this policy limits the statutory consumer rights you have under the law of your country of residence (for example, EU/UK distance- selling regulations or U.S. state consumer-protection statutes).
10. Changes to This Policy
We may update this Refund Policy from time to time. The version in effect at the time of your top-up governs that transaction. Material changes will be communicated via the dashboard and email at least 14 days before they apply to new top-ups.
11. Contact
Refund questions, payment issues, or anything else billing-related: email dev-support@getclevora.xyz. We reply within one business day.