TheAIRefund Policy.
1 · RESERVED CAPACITY — THE 30% PREPAYMENT
Requesting a configuration and receiving a quote costs nothing and creates no obligation. Once you accept a quote, a 30% prepayment invoice (wire or USDC) locks your slot and rate; from that point the reservation is take-or-pay. The prepayment is credited to your term.
- Missed delivery window. If the delivery window in your agreement is missed, you choose: a rate reduction for the delay, or a full refund of the prepayment if the delay is material. Billing never starts before acceptance, and your rate does not move.
- Failed acceptance. Acceptance criteria are written into your agreement before delivery. If the cluster doesn't pass them, the prepayment is refunded in full.
- Cancellation by you. A locked reservation is a rental contract, not a hold: the 30% prepayment is not returned if you cancel, and the remaining schedule follows the capacity agreement.
2 · WHAT IS NOT REFUNDABLE
- (a) Reserved capacity agreements (1–24 month terms): the 30% prepayment after a cancellation by you, and invoices for capacity already delivered and accepted — including where you stop using the cluster before the term ends.
- (b) Self-serve term contracts ordered in the console after on-demand launch (1 month / 3 months / 6 months / 1 year / 24 months) once provisioning has started — including where you terminate the instance before the term ends. Consumed on-demand usage (charges for the minutes your instances were RUNNING).
- Amounts forfeited due to termination for breach of the Terms of Service (including export-control violations).
3 · PREPAID BALANCE (ON-DEMAND, ONCE IT OPENS)
On-demand usage will be deducted from a prepaid balance. Unused balance is refundable on request within 30 days of the corresponding top-up, to the original payment method, less any non-recoverable payment-processing fees. Top-ups made by bank wire or USDC are refunded through the same channel they were received, net of transfer costs; additional compliance checks may apply before such refunds are released. To request a refund, write to cloud@theai.com from your account email; we process approved refunds within 10 business days.
4 · SERVICE ISSUES
If a node was unusable due to a fault on our side, contact cloud@theai.com — affected time is credited per the SLA in the Terms. Nothing in this Policy limits rights you may have under applicable mandatory law.