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Refund Policy

This policy explains refund requests after you buy credits, a subscription, or other paid services, including how subscription weeks and refund amounts are calculated.

The Chinese version is legally binding. This English page is provided for convenience only.

Last updated: May 18, 2026

This Refund Policy applies to paid services offered under the Agentovra brand at agentovra.com, including points, subscription plans, API quota, and other digital services. Agentovra is a brand operated by Agentovra, Inc., a corporation incorporated in Delaware, United States. Contact address: 7005 Louise Ave, Van Nuys, CA 91406, USA. By purchasing, topping up, or subscribing, you confirm that you have read, understood, and agreed to this Refund Policy.

The Chinese version of this policy is legally binding. This English translation is provided for convenience only.

1. General principles#

Agentovra reviews refund requests based on order status, usage, payment status, risk records, the Terms of Service, the Usage Policy, service-region requirements, applicable law, and this Refund Policy.

To request a refund, submit it through the official ticket system or support channel and provide your account email, order information, payment record, and reason. Agentovra may decide whether to approve a refund, and the final refundable amount, based on actual usage, payment records, system billing records, subscription-start records, risk records, and this policy.

2. Used quota is not refundable#

Points, tokens, model-call quota, subscription entitlements, or other service quota that has already been used or consumed is not refundable. Usage is determined by Agentovra system records, including but not limited to:

  • token usage;
  • model name;
  • points deduction records;
  • fee records;
  • request time;
  • status codes;
  • API-key usage records;
  • other billing metadata.

If quota is consumed because an API key leaked, was shared, was resold, was misused, was driven by a faulty script or configuration, or for any other reason on the user's side, that consumed quota is not refundable.

3. Bonus quota is not refundable#

Bonus points, campaign points, referral-reward points, compensation points, test quota, or other quota that the user did not actually pay for has no cash value, cannot be withdrawn, transferred, or cashed out, and is not refundable.

If an order includes both purchased quota and bonus quota, a refund only covers the unused, undelivered portion that the user actually paid for. The bonus portion is not included in the refundable amount.

4. Subscription-week refund rules#

Agentovra subscriptions provide service for a subscription period. The default period is 28 days (4 weeks). During the subscription, you have the right to use the account quota pool. The pool refills under system rules and is subject to a weekly spending cap. Subscription refunds are calculated from the subscription time already started, in week units: each consecutive 7 days from the moment the subscription starts is one period (rolling from the individual start time, not a calendar week). A period that has already started or been entered (including any portion shorter than 7 days after start, which counts as a full period) is treated as delivered for that period.

Delivered subscription weeks are not refundable, whether or not you actually used quota that week, and regardless of how much you used. For remaining full weeks that have not started or been entered, you may request a refund under this policy. Agentovra will calculate the final refundable amount from remaining unstarted weeks, the refund processing fee, payment costs, and other applicable fees.

Example: you buy a 14,990 USD subscription for 4 weeks. When you request a refund, system records show the subscription has started and entered week 3. The first 3 weeks are treated as delivered and are not refundable, whether or not you used those 3 weeks of quota. Only the remaining 1 full week is used as the refund base.

Original amount paid: 14,990 USD
Subscription period: 4 weeks (weekly price = 14,990 ÷ 4 = 3,747.50 USD)
Weeks already started: 3 (delivered, not refundable, equal to 11,242.50 USD)
Remaining unstarted weeks: 1 (equal to 3,747.50 USD)
Refund processing fee: 14,990 × 5% = 749.50 USD
Final refundable amount = 14,990 - 11,242.50 - 749.50 = 2,998.00 USD

Subscription refunds are calculated only from time already started. Actual usage inside a delivered subscription week is not deducted again. If a subscription order includes bonus points, campaign points, referral-reward points, compensation points, or other entitlements the user did not actually pay for, those amounts were never part of the paid amount and are not refundable (see section 3).

Agentovra may use system records, the subscription start time, the subscription period, and the current week to decide whether a subscription week has already started, been entered, or been delivered. If the account has abuse, unusual calls, policy violations, or other risk issues, Agentovra may also apply sections 9 and 10.

5. Refund processing fee#

Unless applicable law requires otherwise, or the refund is caused by a duplicate charge, an incorrect charge, or a material service error confirmed by Agentovra, Agentovra may deduct a refund processing fee from the refund amount.

The refund processing fee is 5% of the amount actually paid on the original order. This covers payment-network fees, Stripe processing cost, FX loss, manual review, order handling, and operating cost. Stripe's documentation states that original transaction processing fees are not returned to the merchant on refund. See the Stripe refunds documentation.

The fee is calculated from the amount actually paid on the original order, not from the remaining refundable amount.

Original amount paid: 100 USD
Used quota: 30 USD
Refund processing fee: 100 × 5% = 5 USD
Final refundable amount: 100 - 30 - 5 = 65 USD

Original amount paid: 100 USD
Used quota: 90 USD
Refund processing fee: 100 × 5% = 5 USD
Final refundable amount: 100 - 90 - 5 = 5 USD

If the final refundable amount is below the minimum refund amount, the request may not be processed.

6. Minimum refund amount#

To limit payment and operating cost, refund requests below the minimum refund amount may not be processed. The minimum is 10 USD or the equivalent of USD 1.50.

If the order was paid, settled, or shown in another currency, the minimum uses the currency shown by the system, the payment record, or the FX rate at review time. If after deducting used quota, the value of delivered subscription weeks, the refund processing fee, and other non-refundable amounts the remainder is below 10 USD or the equivalent of USD 1.50, Agentovra may decline the request.

When the order currency is not USD or USD, the minimum may be converted using the review-time FX rate, the payment-provider record, or the currency shown by the system. If after those deductions the remainder is below the minimum, Agentovra may decline the request.

7. How the refundable amount is calculated#

The refundable amount starts from the amount actually paid on the original order, minus the non-refundable portion of that order, the refund processing fee, and other non-refundable fees:

Refundable amount = amount actually paid - non-refundable portion - processing fee - other non-refundable fees
Processing fee = amount actually paid × 5%

The "non-refundable portion" depends on product type:

  • Subscriptions: non-refundable portion = weeks already started × weekly price (weekly price = amount actually paid ÷ total subscription weeks). This is based only on time already started. Actual usage inside delivered weeks is not deducted again (see section 4).
  • Fixed credit packs: non-refundable portion = the value of points already used or consumed, based on actual usage (see section 8).

Bonus points, campaign points, and other quota the user did not actually pay for are not part of the "amount actually paid" and are therefore not in the refund base (see section 3).

If the calculated refundable amount is less than or equal to 0, the order has no refundable amount. If it is below 10 USD or the equivalent of USD 1.50, Agentovra may decline the request.

8. Fixed credit-pack refunds#

Fixed credit-pack refunds are reviewed based on actual usage. Used or consumed credits are not refundable. The refundable amount is the amount actually paid minus the value of used quota, the processing fee, and other applicable fees. Bonus points, campaign quota, and other unpaid entitlements are not part of the paid amount and are not in the refund base (see sections 3 and 7).

If a credit pack includes bonus points, campaign quota, or other unpaid entitlements, that portion is not included in the refundable amount.

9. Subscription refunds#

Subscription refunds are reviewed case by case. Agentovra may consider:

  • whether the subscription has been activated or started;
  • weeks already started;
  • remaining unstarted weeks;
  • unusual use or excess calling;
  • whether the account has abuse, policy violations, chargebacks, or risk records.

subscription weeks already started or entered (delivered subscription weeks) are not refundable. Remaining full weeks that have not started may be used to calculate a refund under this policy. See sections 4 and 7. Subscription refunds also follow the processing fee, minimum refund amount, bonus-quota exclusion, and other limits in this policy.

10. Cases that may not be refunded#

Unless applicable law requires otherwise, Agentovra may refuse a refund in these cases:

  • quota already used or consumed;
  • subscription weeks already started or entered (delivered subscription weeks);
  • bonus quota, campaign quota, referral-reward quota, or compensation quota;
  • requests below the minimum refund amount;
  • the user violated the Terms of Service, Usage Policy, or service-region requirements;
  • the user engaged in abuse, fraud, fake signups, unusual calls, bypassing limits, or attacking the service;
  • the user sold, rented, shared, transferred, or leaked an API key;
  • the user caused an API-key leak, misuse, over-consumption, or unusual calls;
  • the user started a chargeback, payment dispute, payment reversal, or other payment-risk action;
  • the account was limited, paused, or terminated for policy violations, payment risk, risk control, service-region requirements, upstream policy, or security reasons;
  • fees from third-party payment providers, banks, card networks, or FX conversion that were not returned to Agentovra.

11. Refunds related to service-region changes#

If a change in service-region requirements, risk controls, upstream policy, payment-provider rules, or compliance requirements means you can no longer use all or part of the service, refund requests are reviewed under this policy.

Used quota, subscription weeks already started or entered, bonus quota, and other non-refundable items are not refundable. Unused, undelivered portions may be used to calculate a refund under this policy.

If you registered, purchased, accessed, or used the service while outside the supported service region, or used proxies, false statements, or other methods to evade regional limits, Agentovra may refuse a refund.

12. Chargebacks and payment disputes#

If you start a chargeback, payment dispute, payment reversal, or other payment reversal, Agentovra may pause the account, freeze points, limit API keys, pause the subscription, or keep related records until the dispute is resolved.

Abusing refunds, chargebacks, payment disputes, or payment methods may cause the account to be limited, paused, or terminated.

If a chargeback, payment dispute, or payment reversal causes extra fees, loss, or penalties for Agentovra, Agentovra may, to the extent allowed by law, deduct the corresponding amount from your account balance, refundable amount, or later entitlements.

13. Refund method#

Approved refunds are usually returned through the original payment path. If the original method is unavailable, the payment provider cannot reverse to the original path, the order is abnormal, the account has risk issues, or the payment record cannot be verified, Agentovra may refuse the refund or ask for more information before handling it.

Agentovra does not promise refunds through a non-original path, third-party transfer, cryptocurrency, cash, or other unofficial methods.

14. Processing time#

Approved refunds are usually submitted to the payment provider within five to ten business days. Actual arrival time depends on Stripe, banks, card networks, the payment method, currency, and FX conversion.

Delays caused by the payment provider, banks, card networks, FX conversion, risk review, or incomplete information from the user are not a breach by Agentovra.

15. How to request a refund#

Submit a refund request through the official ticket system or support channel and provide:

  • account email;
  • order number or payment record;
  • refund reason;
  • necessary screenshots, logs, or other supporting materials.

Agentovra may ask for more information to verify the order, usage, payment status, subscription start, and refund eligibility. If you refuse to provide necessary information, or the information cannot verify the order and eligibility, Agentovra may refuse or pause the request.

16. Policy updates#

Agentovra may update this Refund Policy from time to time. A refund request generally follows the refund policy you accepted when you purchased, and the parts of the policy published at the time of the request that relate to the current service, payments, risk, and compliance.

If the policy changes in a material way, Agentovra may notify users by site announcement, in-product notice, email, or another reasonable method. Continuing to purchase, top up, subscribe, or use Agentovra after an update means you agree to the updated Refund Policy.

17. Contact#

Agentovra

Agentovra is a brand operated by Agentovra, Inc., a corporation incorporated in Delaware, United States. Contact address: 7005 Louise Ave, Van Nuys, CA 91406, USA.

For legal notices, please contact us by email first.

info@agentovra.com