Legal

Refund Policy

This policy explains when and how you can request a refund for your KeyFrog account credit balance.

Effective: July 8, 2026 • Last Updated: July 8, 2026

1. Overview

KeyFrog operates on a usage-based billing model. You add credit to your account, and that credit is consumed as you make API calls to AI models through our platform. Because the underlying cost is incurred at the moment of API usage, our refund policy is designed to balance customer protection with the realities of API consumption.

2. Refund Eligibility

You may request a refund of unused credit balance under the following conditions:

✓ Eligible for Refund

  • Unused credit balance — Credit that has been added to your account but not yet used for API calls.
  • Request made within 30 days — Refund requests must be submitted within 30 days of the original purchase date.
  • No abuse or violation — Account must be in good standing with no violations of the Acceptable Use Policy.
  • Service quality issues — Excessive errors, extended downtime, or billing discrepancies may qualify for credit refunds or service credits even after partial usage.

✗ Not Eligible for Refund

  • Credit that has already been used to make API calls (consumed tokens are non-refundable).
  • Credit older than 30 days from the original purchase date.
  • Accounts suspended or terminated for violation of the Acceptable Use Policy or Terms of Service.
  • Promotional credits, free credits, or credits received as part of a referral program.
  • Charges from third-party AI providers that have already been passed through to KeyFrog.

Note: All refund requests are reviewed on a case-by-case basis. KeyFrog reserves the right to refuse a refund request that does not meet the eligibility criteria above, or to issue a partial refund at our sole discretion.

3. Processing Time

Once your refund request is approved, the refund will be processed within the following timeframes:

Refund Processing Time by Payment Method

  • Credit / Debit Card: 5–10 business days. The refund will be issued to the original card used for the purchase.
  • Alipay: 3–5 business days. The refund will be returned to the original Alipay account.
  • Bank Transfer (Enterprise): 7–15 business days. Processing time depends on your bank and country.

You will receive an email confirmation when your refund has been initiated. If you do not see the refund after the stated processing time, please contact support@keyfrog.top with your account ID and refund reference number.

KeyFrog is not responsible for delays caused by your bank, card issuer, or payment provider. Bank processing times are outside of our control.

4. How to Request a Refund

To request a refund, please follow these steps:

Send an email to support

Email support@keyfrog.top from the email address associated with your KeyFrog account.

Include your account details

Provide your account ID, the email address on the account, and the date and amount of the original purchase.

Describe the reason

Briefly explain why you are requesting a refund. If you experienced a service issue, please include relevant details such as timestamps, error messages, or affected API keys.

Wait for confirmation

Our support team will review your request and respond within 1 business day. Approved refunds are processed within 5–10 business days.

5. Service Quality Issues

If you experience service quality issues such as:

Please report these issues to support@keyfrog.top with detailed reproduction steps. We investigate every report and, where appropriate, issue credit refunds or service credits even after the affected credit has been consumed.

6. Disputes

If you are not satisfied with the outcome of a refund request, you may escalate the dispute by emailing legal@keyfrog.top. Disputes are reviewed by a senior team member and resolved within 5 business days.

7. Changes to This Policy

We may update this Refund Policy from time to time. The most current version will always be posted on this page with the "Last Updated" date above. Material changes will be communicated by email to active account holders.

Contact Support for Refund Requests

Our support team is here to help with refund requests, billing questions, and service issues.

support@keyfrog.top

Operator: Jiuzhang Shuyu (Wuhan) Technology Co., Ltd. · Registered in Wuhan, China