Refund Policy

01Prepaid balance

Tokely uses prepaid balance. You top up your account and usage is charged against that balance at the published rates. Balance is service credit for Tokely usage; it is not a bank deposit and does not earn interest.

02Used balance

Balance spent on completed requests and media tasks is not refundable, including when the output did not meet your expectations. If a request failed but was still charged, contact us with the request ID and we will review it and credit any incorrect charge to your balance.

03Unused balance

Unused balance is not refundable by default. There are two exceptions:

1. Tokely Inc. approves a refund in writing at its sole discretion.
2. A refund is required by applicable law and that requirement cannot be excluded by contract.

To request a refund under either exception, email sup@tokely.me from your account email address with the invoice or transaction identifier and the wallet address and network for the refund. Any refund is limited to the unused prepaid amount, less non-recoverable payment-provider or network fees, and is sent to the address you provide once approved.

04Cryptocurrency payments

Top-ups are paid in cryptocurrency through Plisio. Refunds are made in the cryptocurrency and network used for payment unless we agree otherwise. Network and payment-processing fees are deducted, and the amount is calculated in USD at the value credited to your balance. We cannot reverse payments sent to an incorrect address or network.

05When refunds are not available

• Balance granted as a promotion, bonus or credit adjustment.
• Accounts suspended or closed for fraud or for breaching the Acceptable Use Policy, where permitted by law.
• Balance needed to settle pending reservations, unpaid usage or chargeback amounts.

06Your legal rights

Nothing in this policy limits rights you have under mandatory consumer law. EU and UK consumers who request immediate use of the service agree that the right of withdrawal ends once balance is used; unused balance is refunded only under the exceptions described above. For billing questions, contact sup@tokely.me.