退款政策 · Refund Policy

Credits top-ups completed on the Platform (qihuaai.com, operated by Stellar Byte Tech Team / StellarByte, incorporated in British Columbia, Canada) are eligible for a full no-questions-asked refund within 24 hours of successful payment (calculated in UTC), provided that the topped-up credits have not been consumed by any invocation.

Refunds are returned to the original payment account. Credit-card refunds typically arrive within 3-10 business days (subject to the issuing bank). USDT refunds are issued only as credits balance and cannot be returned to the on-chain wallet (see Section 5). WeChat Pay / Alipay refunds arrive per the respective channel's standard timeline.

If any model invocation has occurred (even consuming a single credit), the top-up is no longer eligible for the unconditional refund. You may still apply for a prorated refund of the remaining unused credits; consumed amounts are non-refundable.

Bonus credits awarded for crossing top-up thresholds (e.g. 10K / 50K / 100K) are gifts from the Platform and do not represent value you have paid for; they are excluded from any refund calculation.

Example: a USD 100 top-up grants 100,000 base credits + 20,000 bonus credits for a total balance of 120,000. If you apply for a refund within 24 hours without using any credits, we refund USD 100 (corresponding to 100,000 base credits); the 20,000 bonus credits are frozen and cleared by the system.

If you have partially used the balance, we calculate the refundable portion under a "bonus credits consumed first, base credits consumed last" accounting rule.

For tasks that fail, time out, are rejected by content moderation, or fail due to upstream errors, the Platform automatically releases the credits hold: pre-authorized credits are returned to your balance upon task termination (or failure determination) without any action from you.

Covered scenarios include: upstream provider returning 5xx / 429 / moderation rejection, tasks exceeding the SLA limit (e.g. Sora 2 video not completing within 30 minutes), platform-initiated cancellation, and user-initiated cancellation in the dashboard (work already executed before cancellation is prorated and settled).

You can review each hold / settle / refund line in "Billing → Call Detail". If a task has actually failed but credits were not automatically returned, please contact billing@qihuaai.com with the call_id within 7 days; we will verify and supplementarily refund within 3 business days.

If you believe a charge is materially inconsistent with the actual output quality (e.g. a failed video generation marked as success) or you dispute the settled amount, you may file an appeal within 7 calendar days of task completion.

Appeal channel: email abuse@qihuaai.com (for risk-related issues) or billing@qihuaai.com (for purely billing disputes) with the call_id, dispute reason and expected resolution. We commit to a first response within 24 hours and a decision within 3 business days following manual review.

Possible outcomes: (a) full credits refund (clear quality issues or our error); (b) partial refund (gray-area cases or partial quality issues); (c) charge upheld (no evidence or the issue stems from inherent upstream model uncertainty). If you disagree with the decision, you may escalate to legal@qihuaai.com within 7 days for senior compliance review.

USDT top-ups via NowPayments are non-reversible on-chain and subject to anti-money-laundering review. They are refundable only as credits balance on the Platform; on-chain returns to the original wallet are not supported.

If for compliance, tax or other reasons you need to withdraw your credits balance as USDT to your wallet, please file a "USDT withdrawal request" ticket (billing@qihuaai.com). We will conduct a case-by-case review under KYC and compliance requirements. On approval, on-chain fees and manual processing fees may be deducted.

As of Phase 1.7 the Platform has not yet launched a real monthly / annual subscription product; the Lite / Pro / Team / Enterprise tiers shown on the pricing page are illustrative and current billing remains on a credits top-up and deduction basis.

When subscriptions launch, this section will be updated to include: (a) monthly subscriptions operate on a "pay first, serve later" model with no mid-cycle refund, but next-cycle billing can be paused; (b) annual subscriptions are refundable in full within 14 days of payment if no included credits have been used, after which a prorated refund is calculated based on elapsed cycles and consumed credits; (c) subscription credits and one-off top-up credits are accounted separately within your balance.

Until the subscription product is launched, this section governs. A revision announcement will be published upon launch and active subscribers will receive separate notice.

We are not liable for direct monetary damages arising from service interruptions caused by force majeure (natural disasters, war, government actions), regional upstream outages (e.g. wide-scale OpenAI / Runway unavailability) or third-party infrastructure failures (Cloudflare R2 / Supabase global outages).

To compensate your loss, we will issue prorated credits compensation: if cumulative interruption in a single day exceeds 2 hours, we automatically distribute credits to all active accounts based on the daily platform-wide ARPU (no application required, automatic). Interruption duration is determined by the timeline published at status.qihuaai.com.

Such compensation does not replace refunds; you may still apply for refunds of unused credits under Sections 1-3 of this Policy.

• Credits already consumed by completed invocations are non-refundable regardless of satisfaction with the result (except as provided in Sections 3 and 4).
• For accounts suspended for breach of the Terms of Service or Acceptable Use Policy, remaining credits are forfeited and we reserve the right to pursue damages.
• Credits granted via gifts, promotional events, customer-support compensation or new-user incentives cannot be redeemed for cash.
• Once an invoice or VAT special invoice has been issued, refunds for the corresponding transaction are not available until the red-letter cancellation is completed (we will assist you with the cancellation process).
• One-off top-ups outside the 24-hour window, even with 100% unused balance, may only proceed through the manual appeal path under Section 4 in exceptional cases, with the Platform reserving the right to refuse.

Tier 1: email billing@qihuaai.com (billing) or abuse@qihuaai.com (risk). First response within 24 hours, decision within 3 business days.

Tier 2 (disagreement with Tier 1): email refund@qihuaai.com to request a compliance review. Decision within 5 business days.

Tier 3 (disagreement with Tier 2): email legal@qihuaai.com to request management review and mediation. If mediation fails, arbitration or litigation proceeds under Section 13 of the Terms of Service.

This Refund Policy is governed by the laws of the Province of British Columbia, Canada. Dispute resolution under this Policy follows Section 13 of the Terms of Service, with arbitration seated in Vancouver.

Refunds and billing: billing@qihuaai.com

Refund compliance review: refund@qihuaai.com

Risk and appeals: abuse@qihuaai.com

Legal: legal@qihuaai.com

First-response SLA: 24 hours (UTC); decision SLA: 3 business days (Tier 1) / 5 business days (Tier 2) / 10 business days (Tier 3).