Refund policy

Effective date: November 8, 2026

In short: Purchased Credits are non-refundable and cannot be exchanged for cash. If the law requires a refund, or we made a billing error such as a duplicate or unauthorized charge, email support@vizoapi.com from the account owner’s address and a person will review it. Failed tasks are never charged.

This policy is part of our terms of service. It does not limit any rights you have under consumer law.

Purchased Credits

When you top up, you buy Credits to spend on models in VizoAPI. Purchased Credits are non-refundable, including Credits you have not used yet and Credits bought by automatic top-up. They cannot be exchanged for cash, withdrawn or transferred to another account. Credits do not expire, so you can use them whenever you need them.

Failed tasks are never charged

If a task fails, or nothing is delivered within 24 hours of acceptance, the Credits held for it go back to your wallet in full. You do not need to ask. Deleting a result file does not return the Credits charged for it.

Exceptions

We refund a payment when:

• the law requires it;
• we made a billing error, for example you were charged twice for the same top-up, or you paid and the Credits were never added to your wallet;
• the charge was not authorized by you.

How to contact us about an exception

1. Write to support@vizoapi.com from the email address of the account owner.
2. Give the order ID of the top-up and tell us what happened.
3. A person checks your request and replies by email.

An approved refund goes back to the original payment method, in the currency you paid. When it arrives depends on your bank or payment provider. If a refund is approved, we take back the purchased Credits corresponding to the refunded amount and cancel any unspent bonus Credits from that top-up.

If we receive a payment but cannot add its Credits, for example after a payment review, we return the full amount to the original payment method without you having to ask.

Bonus and other free Credits

Bonus Credits, and Credits from redeem codes, trials and compensation, have no cash value and are never refunded.

Closing your account

Credits left in your wallet when your account closes are forfeited.

Contact

Oakrelay Labs LLC, 30 N Gould St Ste N, Sheridan, WY 82801, USA. Email: support@vizoapi.com.