Refund policy

The rule

You get a full refund if you ask within 7 days of paying and you have spent less than 20% of the credits that payment added.

This policy is part of the Terms of Service. It doesn't take away any right you have under the consumer law of the country you live in.

What counts as a purchase

• A Spot pack: the pack's credits. For a 1,000-credit pack, you can have spent up to 199 credits.
• A monthly plan: each payment is its own purchase, and counts against that period's allowance. For 2,000 credits a month, you can have spent up to 399 credits that period.
• A prepaid period paid by bank transfer: the same as a monthly plan, counted from the day the transfer arrived.
• Free credits, vouchers and credits we added are not purchases, so there is nothing to refund.

Discounted purchases

If a voucher or a promotion lowered the price, the refund is the amount you paid, not the full price.

Bank transfers in VND

Bank transfers are refunded by hand: we transfer the money back to the account it came from, within 5 working days of approving the refund. If that account can no longer receive money, tell us another account in your name.

After a refund

We remove the credits from that purchase that you haven't spent. A refunded monthly plan or prepaid period ends at once, and the account goes back to the limits of whatever credits it still holds.

Other cases

• Charged twice, or paid more than the order: we refund the extra, whenever you notice.
• A session failed because of a fault on our side: we put back the credits it used. That is a credit, not a cash refund.
• Outside the rule above: no refund, unless the law where you live says otherwise.
• Please write to us before disputing a payment with your bank. While a dispute is open we may pause the account.

How to ask

Email support@fibonax.dev from the address on your account. Tell us what you bought and when; for a bank transfer, add the payment code from the order.