1. Credit Model

TaaS operates on a prepaid credit basis. Credits are denominated in USD. Once purchased, credits are applied to your wallet balance and consumed as you make API requests.

2. Refund Eligibility

• Unused credit balance: You may request a full refund of unused credit at any time, subject to a 5% processing fee to cover payment provider costs.
• Service outages: If a documented outage caused measurable failed requests, we will issue a credit equivalent to the estimated lost compute cost on request. Credit (not cash) is issued by default.
• Disputed charges: Disputes must be raised within 60 days of the charge date. Contact billing@cloudsigma.com with your account email and charge details.

3. Non-Refundable Items

• Consumed API credits (tokens already billed).
• Credits purchased under promotional pricing or trial programmes.
• Credits on accounts suspended for AUP violations.
• The 5% management fee applied to top-ups.

4. Refund Process

1. Submit a refund request to billing@cloudsigma.com with subject "Refund Request — [your account email]".
2. We will respond within 3 business days to confirm eligibility and amount.
3. Approved refunds are processed within 10 business days to the original payment method.
4. Stripe processing fees (typically 2–3%) are deducted from the refunded amount and are outside our control.

5. Account Closure

On voluntary account closure, any remaining credit balance (above $1.00 minimum) will be automatically refunded to your original payment method within 14 business days, less the 5% processing fee.

6. Currency

All refunds are issued in the currency of the original transaction. CloudSigma AG is not liable for exchange rate fluctuations.