Политика возврата

This Refund Policy ("Policy") explains how refunds, cancellations, and payment disputes are handled for Snakein (the "Service"). It applies to every purchase made through the Service, including card payments, cryptocurrency top-ups, and credit code redemptions.

Snakein is operated by an individual acting in a personal capacity, not through a registered company (the "Operator"). Throughout this Policy, "we," "us," and "the Operator" refer to that individual. This Policy forms part of, and should be read together with, the Service's Terms of Service. By purchasing credits through the Service, you agree to this Policy.

1What You Are Buying

The Service is billed on a prepaid, pay-as-you-go basis. There are no subscriptions and no recurring charges. Instead, you purchase credits - a virtual unit of account used to pay for the AI processing the Service performs on your behalf (real-time transcription, screenshot analysis, and related AI-generated output).

Credits are:

• Prepaid digital credit, not a monetary deposit or stored-value account. They have no cash value outside the Service and cannot be transferred, exchanged for currency, or redeemed anywhere other than through the Service.
• Consumed automatically as you use the Service. Usage is metered and deducted from your balance continuously while a call or analysis is in progress; there is no separate "confirm purchase" step once credits are spent.
• Non-refundable once consumed. Any portion of your balance that has already been used to pay for AI processing cannot be refunded or reversed under any circumstance, because the underlying service (compute time with third-party AI providers) has already been delivered and paid for by us.

Because credits are a digital product that is credited to your account immediately upon confirmation of payment and can be used right away, you acknowledge that any statutory "cooling-off" or withdrawal period that might otherwise apply to digital content is waived once your balance is credited, to the extent permitted by applicable law.

2How You Can Pay

The Service currently accepts three methods of obtaining credits. Each has a different refund mechanism, described below.

2.1Card payment

You may buy one of the fixed credit packages listed in your account by paying with a card. Card payments are handled by a third-party payment provider that acts as the merchant of record for the sale: you are taken to its own hosted checkout page, it charges you, it appears on your card statement, and it issues the invoice. We never receive or store your card details.

• Credits are added to your balance automatically as soon as that provider confirms the payment, normally within moments of you completing checkout. Occasionally the confirmation reaches us with a delay; if your balance has not moved within a few minutes, contact us as described in Section 6 before paying again.
• Once credits are credited, the purchase is final, subject to the Service Failure exception in Section 3 and to any refund right you have under applicable law.
• Refunds, when we agree to one, go back to the card that paid, through the payment provider, and only for the portion of the purchase you have not yet consumed. We do not refund a card purchase in cryptocurrency or to a different card.
• If money is returned to you for any reason - a refund we issue, or a chargeback you raise with your bank - we remove the corresponding credits from your balance. Where those credits have already been spent, this leaves the balance below zero, and the Service stops working until the balance is positive again. See Section 7.

2.2Cryptocurrency top-up (USDT)

You may buy one of the fixed credit packages listed in your account by sending USDT (TRC20 / Tron network) to the deposit address shown in the app, then submitting the transaction hash for review.

• Packages and their USD-equivalent prices are fixed by us and shown before you send any funds. Sending a different amount than the package price does not entitle you to a proportional or automatic top-up.
• Verification is manual. We do not run automated blockchain monitoring. A request stays in pending status until we review it, then moves to either:
  • fulfilled - the transaction is verified and credits are credited to your balance; or
  • rejected - the transaction could not be verified (wrong amount, wrong network, unreadable or unmatched hash, duplicate/reused hash, suspected fraud, or any other reason at our discretion), and no credits are credited.
• We aim to review requests as soon as reasonably possible, typically within a few business days, but we do not guarantee a specific turnaround time.
• Rejected requests receive no credits and, correspondingly, no on-Service charge is made. Because we never take custody of the funds you sent, a "rejected" request means we simply did not credit your balance - it does not create an obligation for us to return cryptocurrency you may have sent to the wrong address, the wrong network, or in the wrong amount by your own error. See Section 4.
• Once a request is marked fulfilled and credits are credited, the purchase is final, subject only to the Service Failure exception in Section 3.

2.3Credit codes (vouchers)

Credit codes are single-use vouchers that credit a fixed number of credits to whichever account redeems them. Credit codes may be issued by us directly or obtained through a third party (for example, a reseller, promotion, gift, or another distribution channel outside the Service).

• We do not process or see any payment associated with a credit code obtained through a third party. We have no record of what, if anything, you paid for it, to whom, or on what terms. Any billing dispute about the price you paid for a code must be resolved with the party you purchased it from, not with us.
• Redemption is final. Once a code is redeemed, the credits it grants are credited to your account and this Policy's general "no refund after credit" rule in Section 1 applies. We do not refund, buy back, or reverse a redeemed credit code under any circumstance.
• An unredeemed code that has not yet been used has no value to us and grants no rights until redeemed; we are not responsible for codes that are lost, stolen, shared, or redeemed by someone other than the intended recipient.

3Exception: Proven Service Failure

The one circumstance in which we will make things right, even after credits are credited or spent, is a proven failure on our side - for example:

• a bug that caused credits to be deducted without any corresponding AI processing being delivered (e.g., a duplicate deduction for the same usage event);
• a request that was verifiably fulfilled twice for the same top-up or the same code;
• an extended outage of the Service caused by us that prevented you from using credits you had already paid for.

If you believe this happened to you, contact us as described in Section 6 with enough detail for us to investigate (date/time, affected session, and the payment reference, transaction hash, or credit code involved). If we confirm the fault is ours, we will, at our discretion, either:

• credit the affected amount of credits back to your balance; or
• for card purchases, refund the affected amount to the card that paid, through the payment provider; or
• for cryptocurrency purchases, return the equivalent amount in USDT to the blockchain address the original payment was sent from, minus any network fee.

A refund always goes back the way the money came in. We do not compensate a card purchase in cryptocurrency, a cryptocurrency purchase in fiat currency or by bank transfer, or to a different card or cryptocurrency address than the one the original payment came from, unless we agree otherwise in writing.

This exception does not cover dissatisfaction with the quality, accuracy, or usefulness of AI-generated output (transcription, screenshot analysis, or any other AI-assisted result). AI output can be incomplete or inaccurate; that is a characteristic of the underlying technology, not a Service failure.

4What Is Never Refunded

Regardless of payment method, we do not issue refunds, credits, or cryptocurrency returns for:

• credits already consumed by using the Service;
• change of mind, no longer needing the Service, or dissatisfaction with AI output quality;
• cryptocurrency sent to the wrong address, on the wrong network, in the wrong amount, or from a wallet you do not control;
• a rejected top-up request where the transaction could not be verified as described in Section 2.2;
• a redeemed credit code, regardless of where or how it was obtained;
• an account suspended or terminated for violating the Terms of Service, including fraud, abuse, or attempts to manipulate the top-up review process;
• inability to use the Service due to your own hardware, network, operating system, or third-party software/meeting-platform changes;
• price or package changes introduced after your purchase - changes to pricing apply only prospectively and never retroactively reduce the value of credits you already hold.

5Fees, Pricing, and Currency

• Package prices are quoted in US dollars. For card payments, your bank or the payment provider may convert the charge into your own currency and may add a conversion or cross-border fee; those costs are set by them, not by us, and are never refunded by us. Any sales tax or VAT the payment provider is required to collect is added at checkout and shown before you pay.
• For cryptocurrency top-ups, prices are paid in USDT, treated as equivalent to USD at a 1:1 rate for pricing purposes. We are not responsible for any deviation of USDT's market price from USD, or for currency conversion costs you may incur when acquiring USDT.
• Blockchain network fees are set by the network, not by us, are outside our control, and are never refunded.
• We may change package sizes, prices, or accepted payment methods at any time. Changes apply only to purchases made after the change takes effect.

6How to Request a Review

Refunds outside the exception in Section 3 are not available, but if you believe a charge was made in error or you have a billing question, write to us through our contact page.

Please include your account email, the approximate date and time, the payment reference from your receipt (for card payments), the transaction hash (for crypto top-ups) or the credit code (for voucher redemptions), and a description of the issue. We will respond as soon as reasonably possible. Submitting a request does not pause any other feature of your account, and does not by itself entitle you to a refund, credit, or reversal.

7Chargebacks and Card Disputes

Cryptocurrency transactions are not reversible once confirmed on-chain, so there is no chargeback mechanism for a USDT top-up. Attempting to reverse such a transaction after credits have been credited, or falsely disputing a fulfilled top-up, may result in suspension or termination of your account in addition to any other remedy available to us.

Card payments can be disputed with your bank. Please write to us first through our contact page: a dispute raised with the bank takes weeks to resolve, while a genuine problem on our side is usually something we can fix the same day.

If you do raise a chargeback:

• We remove the credits that payment bought from your balance as soon as we learn of the dispute, without waiting for its outcome, because credits can be spent instantly and there would otherwise be nothing left to take back. If those credits have already been spent, the balance goes below zero and the Service stops working until it is positive again.
• If the dispute is later resolved in your favour, the money stays with you and the credits stay removed. If it is resolved in ours, the credits are restored to your balance.
• A chargeback raised on a purchase whose credits you have already consumed, or raised without contacting us first, may result in suspension or termination of your account in addition to any other remedy available to us.

8Changes to This Policy

We may update this Policy from time to time to reflect changes to the Service, our payment methods, or applicable law. The "Last updated" date at the top of this page reflects the version in effect. Changes apply prospectively; they do not affect purchases already completed before the change was published.

9Governing Law

This Policy is governed by the laws of the Republic of Costa Rica, without regard to its conflict-of-law principles. Any dispute arising out of or relating to this Policy or any purchase made through the Service will be subject to the competent courts sitting in San José, Costa Rica, except where mandatory consumer-protection law applicable to you provides otherwise.

10Contact

Questions about this Policy can be sent through our contact page.