Refund Policy
A simple, transparent summary of how refunds and credit corrections work at AI Hub.
1. Prepaid Credits
AI Hub operates primarily on a prepaid usage model.
Once AI credits/tokens have been consumed to process AI requests, the consumed portion is normally non-refundable because the corresponding upstream AI service has already been used.
Usage is only recorded against your balance after a model responds successfully. If a request fails before a successful response, AI Hub does not record usage against your balance for that request.
2. Unused Credits
You may contact AI Hub support regarding unused purchased credits.
Refund eligibility is reviewed based on:
- whether credits have been used
- duplicate transactions
- technical billing errors
- unauthorized transactions
- failed credit allocation
- other reasonable circumstances
AI Hub does not automatically promise refunds for all unused balances.
3. Duplicate / Failed Payment
If a payment is charged more than once, or payment succeeds but credits are not added correctly, contact support. AI Hub will investigate and correct:
- duplicated transactions
- missing credit allocations
- verified billing errors
4. Provider Downtime
Temporary model/provider downtime does not automatically create a refund entitlement if no credits were consumed.
Because usage is only recorded after a successful response, a failed request does not deduct credits. If you believe credits were incorrectly deducted for a failed request, contact support and AI Hub will review it.
5. Refund Method
Approved refunds are normally returned through the original payment method where practical. Processing time follows the payment provider's own process.
6. Contact
Contact support at support@aicampus.my or via the in-app support form.