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Claude API Refund Policy

Last updated:May 24, 2026

  • Effective Date: May 24, 2026 (synchronized with the Terms of Service, Privacy Policy, and Service Delivery Terms; to be confirmed prior to official release)
  • Version: v1.1
  • Operating Entity: NiceCloud LLC (a limited liability company organized in the State of Colorado, USA; registered and correspondence address: 1500 N Grant St Ste R, Denver, CO 80203, USA)

This Policy constitutes the agreement between NiceCloud LLC (which operates ClaudeAPI.com, hereinafter the “Platform”) and the User concerning refunds. It is to be read together with the Service Delivery Terms, Terms of Service, and Privacy Policy, and forms an integral part thereof pursuant to Section 1.2 of the Terms of Service. Please read and confirm this Policy in full before topping up.

Legal Notice: This Policy has been aligned with the current Terms of Service, Privacy Policy, and Service Delivery Terms (all v1.1). Matters involving specific payment channels, the User’s jurisdiction, consumer protection, and taxation should still be reviewed by qualified legal counsel in light of the actual circumstances prior to official release (see also Section 12). This document does not constitute legal advice.

1. Identity Statement and Scope of Application

  1. ClaudeAPI.com is an independent third-party API access and credit top-up platform. It is not an official Anthropic platform, nor an official Claude top-up channel, and has no investment, agency, authorization, or affiliation relationship with the official providers (unless otherwise stated in writing; see Section 2.4 of the Terms of Service).

  2. What the User purchases on the Platform is the third-party API call credits and corresponding technical services provided by the Platform, and not an official membership such as Claude Pro or Claude Max, nor an official Anthropic Console balance or official top-up. Any refund claim arising from mistaking the Platform for an official channel shall be handled under Section 5 of this Policy (Situations Generally Not Eligible for Refund, including user-caused situations).

  3. The Platform is intended primarily for developers, enterprises, and organizational users with full legal capacity; it is not directed at natural persons under 18 years of age, and is not offered to the mainland region of the People’s Republic of China. Eligibility and geographic restrictions are set out in Section 3 of the Terms of Service.

  4. This Policy applies to the User’s top-up credits, call billing, and related digital services on the Platform. Payments completed through third-party app stores or other collecting channels may additionally be subject to the refund rules of those channels (for third-party payment-channel rules, see Section 8.9 of the Terms of Service).

  5. Once the User tops up, the User shall be deemed to have read, understood, and accepted this Policy in its entirety, and to have confirmed that the User does not fall within any region or category prohibited from service by the Platform. If the User is subsequently verified to fall within the prohibited scope, the Platform shall be entitled to terminate the service immediately, and the amounts already topped up shall not be refunded.

2. Basic Principles of Refund Handling

  1. The services provided by the Platform are digital, virtualized services capable of being invoked instantly, characterized by immediate consumption and irreversibility. The Platform does not adopt a “no refund under any circumstances” rule; instead, it distinguishes among the following principles (the refund framework is consistent with Section 8.5 of the Terms of Service):

    • Distinguishing between “unused balance” and “consumed usage”: the two are subject to different refund treatment;
    • Distinguishing among “Platform responsibility,” “user-caused reasons,” and “upstream factors”: whether and how a refund is granted is determined by the attribution of responsibility;
    • Relying primarily on call logs and system records: to objectively determine whether the service actually occurred (the handling of call logs is described in Section 2.3 of the Privacy Policy).

  2. API call credits are generally deemed to have entered delivery once the top-up is credited, the API Key can be created, and the Base URL and model ID can be viewed. Portions for which call records, Token consumption, pre-authorization settlement, upstream costs, or billing records have already been generated are, in principle, not eligible for a cash refund; except for anomalies caused by a Platform billing error or by Platform responsibility.

  3. Within the scope of Platform responsibility, the Platform retains and undertakes corresponding mechanisms for refund, re-issuance of credits, or billing correction, while respecting the consumer rights to which the User is entitled under mandatory law (see Section 11 of this Policy).

3. Situations Eligible for Refund, Re-issuance of Credits, or Billing Correction

A User encountering any of the following situations may contact the Platform to apply for a refund, re-issuance of credits, return of erroneously deducted credits, billing correction, or service compensation:

  1. Payment successful but credits not received: the User has completed payment but the corresponding credits were not issued or were issued in an insufficient amount, and it has been verified that re-issuance or re-crediting cannot be completed;

  2. Duplicate charges: the same order was charged more than once, or the payment channel or Platform billing shows an obvious duplicate charge;

  3. Platform billing-system error: a Platform billing-system error caused an overcharge or duplicate charge, or a charge record clearly inconsistent with the actual calls;

  4. Platform failure: a Platform-side system failure, mis-routing, or anomaly caused a failed call to nonetheless be charged or a clearly abnormal charge amount, or rendered the User unable to use purchased and unconsumed credits for a continuous period of 24 hours or more, and the Platform is unable to provide a reasonable alternative, re-issuance, or compensation plan;

  5. Unused balance (24-hour window): the User has made no successful API call whatsoever and has enjoyed no gift or promotional benefit, and submits a refund request within 24 hours of topping up (see Section 4 of this Policy; consistent with Section 8.5.2 of the Terms of Service);

  6. Misunderstanding as official channel (unused): the User mistakenly believed the Platform to be an official Claude or Anthropic top-up channel and submits a refund request while the credits are entirely unused and within 24 hours of topping up;

  7. Platform-initiated termination of service: where, through no breach by the User, the Platform proactively ceases providing the service and is unable to provide a comparable alternative, the genuinely unused balance in the User’s account shall be refunded or otherwise handled on a pro-rata basis (see Sections 8.5.6 and 8.5.7 of the Terms of Service regarding platform-wide unavailability and case-by-case upstream interruption);

  8. Statutory requirement: other situations in which applicable law, consumer-protection rules, or payment-channel rules require a refund.

For situations involving Platform responsibility, the preferred methods of handling are re-issuance of credits or billing offset; a cash refund will be granted only where genuinely necessary. The Platform will determine the approach in light of the actual circumstances and explain it to the User.

4. Refund of Unused Balance

  1. For top-up balance that has never been consumed by any call, the User may apply for a refund where all of the following conditions are simultaneously met:

    • the application is submitted within 24 hours of the successful top-up (the specific window shall be as published on the Platform’s top-up page);
    • the top-up has not been used for any successful API call, and the credits are entirely unused (no call has occurred, and no amount has been pre-authorized or offset);
    • no gift, discount, or promotional benefit has been enjoyed after the top-up, and the top-up was not obtained through any non-cash means such as a gift, promotion, or cash-back activity;
    • the foregoing window and conditions are consistent with Section 8.5.2 of the Terms of Service.

  2. A qualifying refund of unused balance shall be returned in the original payment amount and original currency to the original payment method, after deducting the payment-channel processing fees actually incurred, the exchange-rate losses actually incurred, any non-refundable taxes corresponding to invoices already issued, and a 5% platform processing fee (minimum US$1), with the breakdown of such deductions explained to the User (consistent with Section 8.5.2 of the Terms of Service).

  3. If an order has already been partially consumed, the Platform shall be entitled to calculate the unused balance based on call logs and billing records, and, after verification, to determine in its own discretion whether and how to handle the genuinely unused portion; consumed credits shall not be eligible for refund.

  4. Refund requests concerning non-usage issues that involve no Platform responsibility and are submitted after the 24-hour application window shall, in principle, no longer be accepted; however, this does not affect the User’s right to assert Platform responsibility under Section 3 of this Policy, or to assert consumer rights under mandatory law pursuant to Section 11 of this Policy.

  5. Validity period of Credits: unconsumed credits shall expire 365 calendar days after the User’s most recent top-up; 30 days before expiration, the Platform will send an expiration reminder to the User’s registered email address on file. Failure to receive the reminder due to an incorrect registered email address or the User’s failure to check email in time shall not affect the timely expiration of the Credits. Expired credits are automatically zeroed out, and the Platform has no obligation to provide any refund, re-issuance, or other form of compensation for expired, unconsumed credits (consistent with Section 8.5.5 of the Terms of Service).

  6. Cryptocurrency payments: if the Platform enables a cryptocurrency payment channel, amounts paid in cryptocurrency shall not be returned via the original route; if such amounts are refundable under this Policy, they shall be returned as USD-denominated service Credits to the User’s wallet account (consistent with Section 8.5.3 of the Terms of Service).

5. Situations Generally Not Eligible for Refund

Unless otherwise mandatorily required by applicable law, or verified to be the responsibility of the Platform, the following situations are generally not eligible for refund (consistent with Section 8.5.3 of the Terms of Service):

  1. Consumed usage: credits for which an API call, Token consumption, model processing, a partial response, tool calls, searches, caching, retries, bandwidth, storage, risk-control review, or other upstream costs have already been incurred (regardless of whether the call result meets the User’s business expectations or whether a complete response was returned);

  2. Configuration errors: where the User requests a refund of consumed credits due to erroneous model selection, a misunderstanding of pricing or context length, incorrect parameter entry, prompt issues, client-side display issues, or results not meeting subjective expectations;

  3. Third-party client issues: where a call fails due to a third-party client, SDK, plugin, proxy tool, the User’s own program, network environment, proxy settings, timeout settings, or interface-compatibility issues, but the Platform logs show that the request was processed or that upstream costs were incurred;

  4. Improper key and account management: consumption resulting from the User’s own disclosure of an API Key, failure to disable automatic calls in time, looping program requests, automatic retries, theft of the key by others, or improper account-security management;

  5. Misunderstanding as official channel (used): where the User mistook the Platform credits for an official Anthropic Console balance or an official membership such as Claude Pro or Claude Max, but has already used part of the credits after topping up;

  6. Normal upstream changes: changes in the usage experience caused by an upstream model service provider’s adjustment of its models, pricing, rate limits, context length, regional policies, risk-control policies, or interface policies, where the Platform is still able to provide a usable service or a reasonable alternative;

  7. Termination for violation: where the User’s account is restricted, suspended, or terminated due to the User’s breach of Platform rules, abuse of the service, circumvention of restrictions, attacks on the system, unlawful or non-compliant use, or triggering of risk controls, the consumed fees in the account shall not be refunded;

  8. Violation of geographic or sanctions provisions: where a violation of the geographic, sanctions, or export-control provisions in Section 3 of the Terms of Service is discovered, the remaining Credits shall not be refunded;

  9. Malicious chargeback: where a chargeback or payment-platform complaint is unilaterally initiated without first communicating with the Platform to resolve the matter, the corresponding amount shall not be refunded;

  10. Subjective reasons: the User did not use the service, forgot to use the credits, had a change in business plans, subjectively no longer needs the service, or found different pricing on another platform after purchasing;

  11. Invoiced taxes and fees: taxes, fees, or costs relating to invoices already issued based on information submitted by the User and which cannot be voided, reversed, or corrected as a matter of law;

  12. Late application: refund requests concerning non-usage issues that involve no Platform responsibility and are submitted after the period specified in this Policy (24 hours for unused balance).

For certain of the above situations (such as an obvious erroneous top-up that remains unused, or initial-configuration issues), the Platform shall be entitled to determine in its own discretion whether to provide assistance after verification, and such assistance shall not constitute any liability or obligation of the Platform.

6. Handling of Platform Responsibility and Upstream Factors

  1. If an issue is caused by the Platform’s own failure, billing error, or delivery anomaly, the Platform will give priority to handling it through re-issuance of credits, return of erroneously deducted credits, billing correction, service compensation, or refund, prioritizing the remedy of the User’s legitimate interests (for compensation for fault, see Section 8.5.4 of the Terms of Service).

  2. If an issue is caused primarily by changes in the availability, pricing, risk control, rate, region, or interface policies of an upstream model service provider, cloud service provider, network service provider, payment service provider, or other third-party service, the Platform may, as appropriate, assist in troubleshooting, adjust routing, update documentation, or provide an alternative.

  3. If, in the course of passing through upstream changes, the Platform is itself at fault (e.g., erroneous billing, settlement not in accordance with published rules, a Platform-side failure, etc.), the corresponding portion shall be handled as Platform responsibility.

7. Refund Method, Timeframe, and Processing Fees

  1. Refund method: refunds are generally returned via the original payment method and in the original currency; where genuinely necessary, re-issuance of credits or billing offset may be adopted upon consultation with the User. To guard against fraud, money laundering, theft, and account disputes (the relevant risk-control handling follows Section 3 of the Privacy Policy), the Platform will only return a refund to the original payment account and does not support returning a refund to an account inconsistent with the original payment account.

  2. Processing timeframe: after receiving a complete application and the necessary supporting documents, the Platform will acknowledge receipt within 1 business day, complete review and processing of routine matters within 3 business days, and complete complex cross-channel matters within a maximum of 7 business days. “Business day” here means a normal business day in the State of Colorado, USA, excluding local statutory holidays. After approval, funds are generally returned via the original payment route within 5 to 10 business days, with the actual time of receipt depending on the processing cycles of the payment channel, bank, or card issuer (consistent with Section 8.6 of the Terms of Service).

  3. Processing fees: non-refundable fees incurred at the third-party payment, banking, or currency-exchange stages, together with exchange-rate losses, taxes corresponding to invoices already issued, and a 5% platform processing fee (minimum US$1), may be deducted from the refund amount on an actual-cost basis, with the breakdown explained to the User.

  4. Gift / promotional credits: credits obtained through non-cash means such as gifts, promotions, rewards, testing, or compensation have no cash value and may not be cashed out, transferred, or exchanged for cash; they are not counted toward the cash refund amount. Where a partial refund is involved, the related gift credits may be written off accordingly.

8. Invoices, Taxes, and Payment Processing Fees

  1. If an invoice has already been issued for an order, the User must cooperate to complete the voiding, reversal, correction, or other tax treatment of the invoice before the refund; if the User refuses to cooperate with the foregoing invoice and tax treatment, the amount corresponding to the issued invoice shall not be refunded; and any taxes and related costs, within the amount corresponding to the issued invoice, that cannot be voided, reversed, or corrected as a matter of law shall likewise not be refunded (consistent with Section 8.8 of the Terms of Service).

  2. Costs that are incurred and non-refundable due to invoicing, taxes, cross-border payments, payment channels, or banking rules may be deducted from the refundable amount, with an explanation to the User; the allocation of taxes and exchange rates is set out in Section 8.4 of the Terms of Service.

9. Application Process and Required Documentation

  1. Application channels: the User may submit a refund, re-issuance, or billing-correction request through the Platform’s official customer service, the in-platform ticket system, the customer-service email ([email protected]), or other official channels designated on the page.

  2. Required information: the User should provide the following materials to the extent possible, and the Platform shall be entitled, according to the needs of its review, to require the User to supplement such other supporting materials as it deems necessary:

    1. the Platform account email or user ID;
    2. the order number, payment time, payment amount, and payment voucher;
    3. the reason for the application;
    4. the last four digits of the relevant API Key, the request ID, call time, error message, billing screenshot, or log screenshot;
    5. where duplicate charges or non-receipt are involved, the deduction record from the payment channel.

  3. Verification and handling: the Platform will verify the matter based on top-up records, call logs, and system records, and will provide the User with the result and its basis. If the materials submitted by the User are incomplete, we shall be entitled to require the User to supplement them, and the period for supplementing materials shall not be counted toward our refund-processing timeframe. If the User objects to the result, the User may supplement materials and apply for a review.

  4. Where the User objects to the handling result and applies for a review, the review is limited to one occasion, the review result is final and conclusive, and the User may not raise further objections regarding the same matter.

  5. Personal information processing: the account, payment, and call information you submit for the refund application is collected and processed by the Platform pursuant to Sections 2.4 and 2.5 of the Privacy Policy and retained pursuant to Section 7 thereof; with respect to such personal information, you are entitled to the rights of access, correction, deletion, and others listed in Section 8 of the Privacy Policy.

10. Disputes, Abuse, and Chargebacks

  1. If the User objects to a charge or to a refund-handling result, the User may submit supplementary materials and request a review. The Platform will make a comprehensive determination based on order records, payment records, call logs, upstream responses, system metering, and customer-service records. A transaction dispute must be raised within 30 days of the date the transaction occurs; if not raised within that period, the User shall be deemed to have accepted the relevant handling result and to have waived the right to object, and the Platform reserves the right not to accept disputes raised after that period (consistent with Section 8.6 of the Terms of Service).

  2. To protect the interests of both parties, the User is advised to first communicate through the Platform’s customer-service channels when a dispute over charges arises. For conduct such as malicious refunds, false statements, abuse of the dispute mechanism, initiating a malicious chargeback without prior communication, attacking the Platform, mass registration, reselling credits, circumventing risk controls, or breaching the service terms, the Platform may, pursuant to Section 5 and Section 8.7 of the Terms of Service, restrict the account, suspend the service, or refuse to continue transacting, and reserves the right to recover the costs and losses incurred.

11. Consumer Protection and Regional Exceptions

  1. The Platform is intended primarily for developers, enterprises, and organizational users (eligibility and geographic restrictions are set out in Section 3 of the Terms of Service). This Policy does not affect the non-waivable rights to which the User is entitled under the mandatory law applicable in the User’s region.

  2. The mandatory law of certain countries or regions may grant specific users a right of withdrawal, a cooling-off period, or other non-waivable rights. Where such mandatory law applies, the Platform will handle the matter as required by local law; if any provision of this Policy conflicts with a non-excludable mandatory legal provision of the User’s jurisdiction, that provision shall not apply to the extent of the minimum requirements of such mandatory legal provision.

  3. If the applicable law, consumer-protection rules, or payment-channel rules of the User’s region provide otherwise on a mandatory basis regarding digital services, virtual credits, unused balances, cooling-off periods, erroneous charges, or transactions by minors, the Platform will comply with such mandatory rules within the applicable scope. The processing of minors’ personal information is described in Section 10 of the Privacy Policy; supplementary rights for regions such as California, the EU, and the UK are described in Section 14 of the Privacy Policy.

  4. Except as otherwise provided by the foregoing mandatory law, the resolution of refund-related disputes is governed by Section 18 of the Terms of Service (Colorado law; mandatory individual arbitration before the AAA; class-action / jury-trial waiver; and a 30-day arbitration opt-out right).

12. Legal Notice

  1. This Policy does not constitute legal advice with respect to any particular country or region.

  2. The matters addressed in this Policy — including governing law, refund periods, consumer rights, cross-border payments, tax invoicing, dispute resolution, and the boundaries of Platform responsibility — still require further review and confirmation by professional legal counsel in light of the Platform’s actual payment methods, the User’s region, business processes, and the manner of page display.

  3. This Policy, together with the Service Delivery Terms, Terms of Service, and Privacy Policy, constitutes the complete agreement; in the event of any inconsistency, the Terms of Service shall prevail, except that matters concerning the processing of personal information shall be governed by the Privacy Policy (consistent with Section 1.2 of the Terms of Service). The Platform may revise this Policy in accordance with laws and regulations, upstream policies, and business adjustments, and will publish revisions via website announcements, console notices, in-platform messages, or email; changes involving the User’s core rights and obligations are material changes, and material changes take effect 14 days after the notice is issued, while other changes take effect upon publication (consistent with Section 17 of the Terms of Service). A User who continues to use the service after a change takes effect shall be deemed to have accepted the revised content.

This Policy is intended to define the boundaries of refunds fairly and clearly: services actually provided and consumed are non-refundable; for issues attributable to the Platform, the Platform bears the refund, re-issuance, or billing correction; normal changes attributable to upstream factors are passed through on an actual basis; and the consumer rights to which the User is entitled under mandatory law are respected.