1. Introduction
This Refund Policy outlines the terms and conditions under which VoltaServices Limited ("we", "us", "our") processes refunds for VoltaAI subscription plans and wallet top-ups. We are committed to treating our customers fairly and transparently in all billing matters.
This policy applies to all payments made through the VoltaAI platform, including subscription fees processed via Stripe or GoCardless Direct Debit, and wallet top-ups used for API access.
2. Subscription Refunds
Our subscription refund terms are designed to be straightforward and fair:
- Cancellation at Any Time: You may cancel your subscription at any time through your account settings or by contacting our support team. Upon cancellation, your access to the subscribed tier and its associated features will continue until the end of your current billing period.
- No Partial Refunds: We do not provide partial refunds for unused days remaining in your current billing period. Your subscription benefits remain active until the period end date regardless of when you cancel.
- First-Time Subscriber Guarantee: If you are a first-time subscriber to any paid tier and are not satisfied with the service, you may request a full refund within 7 days of your initial subscription purchase. This guarantee applies once per account and is intended to give new subscribers confidence in trying our paid plans.
- Billing Errors: If you are charged incorrectly due to a billing error on our part, we will issue a full refund for the erroneous charge promptly upon verification.
3. Wallet Refunds
The following terms apply to refunds of wallet balances:
- Unused Balance Refunds: Any unused wallet balance can be refunded upon account closure or upon request. Refundable amounts are calculated based on your remaining wallet balance minus any API usage charges that have been incurred but not yet deducted.
- Processing Fee: A processing fee of £1.00 applies for wallet refunds under £10.00 to cover administrative and payment processing costs. Refunds of £10.00 or more are processed without any fee deduction.
- Processing Time: Wallet refunds are processed within 14 business days of approval. The time for the refund to appear in your account may vary depending on your bank or payment provider.
- Refund Method: All refunds are issued to the original payment method used for the top-up. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.
4. How to Request a Refund
To request a refund, please follow these steps:
- Contact Support: Send an email to support@voltaservices.co.uk with the subject line "Refund Request" or submit a request through the Support page on the VoltaAI platform.
- Required Information: Please include your account email address, the type of refund you are requesting (subscription or wallet), and a brief explanation of the reason for your request.
- Acknowledgement: We will acknowledge your refund request within 2 business days and provide you with an estimated timeline for processing.
- Refund Issuance: Approved refunds are issued to the original payment method used for the purchase. For credit and debit card refunds, the amount typically appears on your statement within 5-10 business days. For Direct Debit refunds via GoCardless, the amount is typically returned within 10-14 business days.
5. Exceptions
Refunds will not be issued in the following circumstances:
- Consumed API Usage: API usage that has already been consumed and deducted from your wallet balance is non-refundable. Each API request incurs costs from upstream model providers, which cannot be recovered.
- Terms of Service Violations: If your account has been suspended or terminated due to violations of our Terms of Service, you are not eligible for any refunds, including unused wallet balance or remaining subscription time.
- Chargebacks and Disputes: If you have already filed a chargeback or payment dispute with your bank or payment provider for the same transaction, we are unable to process a separate refund through our support channels. Duplicate refunds will not be issued.
- Promotional Credits: Any promotional credits, free trial periods, or bonus wallet balances provided by VoltaAI are non-refundable and have no cash value.
6. Billing Disputes
If you believe there is an error on your bill or have a concern about a charge, we encourage you to contact us directly before taking any other action:
- Contact Us First: Please contact our support team at support@voltaservices.co.uk before filing a dispute or chargeback with your bank or payment provider. We are committed to resolving billing issues quickly and fairly.
- Resolution Timeline: We aim to investigate and resolve all billing disputes within 5 business days of receiving your enquiry. For complex cases, we will keep you informed of our progress and provide a resolution within 10 business days.
- Chargeback Policy: Filing a chargeback without first contacting us may result in the suspension of your account pending investigation. If a chargeback is found to be unjustified, we reserve the right to recover the disputed amount plus any fees incurred.
7. Contact
If you have any questions about this Refund Policy or need assistance with a refund request, please contact us: