Refund Policy

This Refund Policy describes the terms and conditions under which OneProvider Ltd. (“OneProvider”, “we”, “us”) will issue refunds for top-ups and code purchases on the OneProvider platform. This policy is part of our Terms of Service and should be read alongside it. This Policy is OneProvider’s sole authority for refund eligibility, amounts, process, and timing.

1. Eligibility for Refund

1.1 Billing error (100% refund)

For a demonstrable duplicate charge, incorrectly calculated amount, or other OneProvider billing error, we refund 100% of the amount charged in error with no deduction.

1.2 Non-delivery or provider failure (100% refund)

If a paid code or top-up was not delivered, or a paid request was not completed because of a OneProvider or model-provider failure, we refund 100% of the affected amount with no deduction.

1.3 Other cases

In all other cases we review a refund of unused paid balance individually, case by case. The decision is made at our discretion, taking the circumstances into account; a refund and its amount are not guaranteed in such cases.

1.4 Paid Test Keys

A paid test key is a separate short-term product for evaluating the Service before purchasing a standard key or making a larger top-up. Unless mandatory applicable law requires otherwise, its purchase price is not refundable because the key was used, expired, the customer was dissatisfied with AI output, the customer’s software was incompatible, or the customer decided not to continue using the Service. This limitation does not apply to the cases in Sections 1.1 and 1.2.

Refund calculation. Every refund is calculated from the amount actually paid by the customer, not from the key’s nominal balance or usage allowance. A refund cannot exceed the corresponding payment amount actually received by OneProvider.

2. Exceptions and Exclusions

The following are not eligible for refund:

• Consumed balance. Tokens already spent on completed requests are not refundable, regardless of the perceived quality or usefulness of the AI output.
• Keys revoked for AUP violation. If a key is revoked or a cabinet is banned under the Acceptable Use Policy , remaining balance is forfeit.
• Bonuses, promotional credit, and free test keys. Balance granted without payment as part of a promotion, bonus, or free trial is non-refundable and cannot be exchanged for money.
• Marketplace-issued codes. Codes purchased through third-party marketplaces are governed by the marketplace’s own refund policy in addition to ours. Contact the marketplace first; we will cooperate with their dispute process.

3. How to Request a Refund

To request a refund, message @Oneproviderhelpbot or the support chat in your web cabinet with:

• Link the key through the support bot's protected flow if support requests ownership verification.
• The approximate date and amount of the top-up or code redemption.
• The marketplace order code (if the purchase originated on a third-party marketplace).
• The reason for the refund request.

We review requests and communicate the decision in the support chat.

4. Refund Method

The method and timing of a refund depend on the payment method and what the payment service can do: it may be the original payment method, your cabinet balance, or another method agreed with you. Marketplace-issued codes are refunded through the marketplace dispute process; OneProvider does not refund directly to a marketplace buyer because we did not receive the buyer’s funds.

5. Marketplace Disputes

For card / SBP payments, please use the refund process above rather than initiating a bank chargeback; contacting us resolves issues faster. Marketplace keys may differ in characteristics, validity, and refund terms; the specific listing and marketplace rules apply. If you purchased a code through a third-party marketplace and believe you were charged in error, please contact us before opening a dispute with the marketplace. Disputes opened without first contacting us may result in temporary key suspension while we investigate. If the marketplace resolves a dispute in OneProvider’s favour, we may deduct from the key’s remaining balance the fee the marketplace withheld from us.

6. Changes to This Policy

We may update this Refund Policy from time to time. The current version is published on this page with a revised “Last updated” date. Changes do not affect refund eligibility for purchases made before the change takes effect.

7. Contact

• Telegram: @Oneproviderhelpbot
• Email: support@oneprovider.dev
• Legal entity: OneProvider Ltd., Billing, Nicosia, Cyprus. Full registered address available on written request via Telegram support.

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Refunds, case by case

Billing errors, non-delivery, and provider failures are refunded in full. Other requests are reviewed individually.