302.AI Refund Policy

This Refund Policy applies to all top-ups and service-related refund applications for users of the 302.AI platform (hereinafter referred to as "the Platform"). It aims to clarify refund rules, standardize the application process, and protect the legitimate rights of both the Platform and its users. This policy serves as a supplementary clause to the Platform Service Agreement.

I. General Refund Rules

All top-up operations conducted through official platform channels are non-refundable once the amount has been credited. This includes, but is not limited to, accidental top-ups, excessive top-up amounts, or the user no longer requiring the Platform's services.

Top-up amounts can only be used to offset PTC (Platform Token Credits) consumption related to AI services within the Platform. They cannot be withdrawn, transferred, gifted to other accounts, or exchanged for cash.

Free PTC gifted by the Platform or PTC obtained through promotional activities are not eligible for any form of refund or compensation.

II. Exceptional Refund Circumstances

Refunds may only be requested if abnormal PTC consumption occurs due to Platform technical issues during the use of AI services. These scenarios include, but are not limited to:

AI services experiencing freezing, crashing, or response interruptions, resulting in the user failing to receive effective service results while PTC has already been deducted;
Platform system glitches leading to duplicate or excessive PTC deductions not caused by user error;
Other instances of abnormal PTC consumption confirmed by the Platform's technical audit.

III. Eligibility for Refund Applications

The applicant must be the real-name authenticated account holder and provide identification and top-up vouchers consistent with the account information;

Refund applications must be submitted within 7 working days of the abnormal PTC consumption. Late applications will not be accepted;

Clear and valid evidence of abnormal consumption must be provided, including but not limited to service operation logs, PTC consumption detail screenshots, and fault page screenshots;

The account must have no record of violations (e.g., fraudulent billing, malicious exploitation of benefits, or unauthorized API use). The Platform reserves the right to refuse all refund applications if the account is in violation.

IV. Application and Processing Flow

Submission

Users must submit a refund application through official customer service channels (e.g., in-platform online chat, official Enterprise WeChat, or designated email). Please specify the requested refund amount, time of abnormal consumption, and problem description, accompanied by relevant supporting evidence;

Platform Audit

Upon receiving the application, the Platform will conduct a technical audit and information review within 3 working days. The result will be communicated via the user’s provided contact information;

Refund Processing

If approved, the Platform will refund the equivalent amount of the abnormal PTC consumption to the user’s original payment account. The arrival time depends on the processing rules of the payment channel and bank, generally taking 1-7 working days;

Rejection

If the application materials are incomplete, the issue was not caused by Platform technical errors, or the application is overdue, the Platform will reject the request and provide specific reasons. Users may re-apply with additional materials (within 7 working days of the original event).

V. Miscellaneous

The Platform only refunds the actual PTC amount consumed abnormally under the specified circumstances. It does not bear any liability for indirect losses (e.g., business losses or time costs incurred due to service failures);

If a user engages in malicious refund applications or falsifies evidence, the Platform reserves the right to refuse the refund and may restrict, freeze, or terminate the account depending on the severity. Legal action may be pursued in serious cases;

The Platform (302.AI) reserves the final right of interpretation for this policy. The Platform may adjust the policy based on business needs; adjusted policies will take effect upon being posted on the official website.