1. How to ask
Send it through Dashboard → Settings → Support and pick the Refund category. Or email support@texapi.dev with the subject [HOÀN TIỀN].
Include: your account email; the order id (Wallet → Payment history) or the request id if you are disputing one specific charge; the amount; and the reason.
- Acknowledgement that we received it: 2 working days
- A yes or no with the reason: 7 working days
- Wallet debited once approved: 2 working days
- Money back on your payment method: 10 working days, depending on the payment gateway and your bank
TexAPI charges nothing to process a refund.
2. Unspent balance — refundable
Balance left over from money you actually paid is refundable, within these limits:
- No more than the amount that reached the wallet from that order.
- No more than the balance that is currently unspent and not held.
- One refund per order — not several partial refunds.
- Bonus amounts are not refundable — the first top-up bonus, coupon bonuses, welcome credit. You did not pay for those.
The per-order ceiling exists because the wallet balance is a single amount with no record of where each part came from: once real money and bonus money are both in the wallet, the system does not track which was spent first. The rule “no more than what one specific order paid in” is how TexAPI makes sure it never refunds more than you paid.
The fastest route, and one that needs nobody’s permission: just spend the balance. It does not expire and it does not disappear.
3. Usage already spent — not refundable, unless the charge was a mistake
A request that completed successfully is not refundable — the service was delivered and TexAPI has paid its supplier for it. Output that did not meet your expectations is not grounds for a refund: the quality of an answer is decided by the model, not by TexAPI.
But you are entitled to dispute a charge and have it reviewed if: a request failed and was charged anyway; the amount does not match the pricing receipt; you were charged for work whose result you never received; or you believe there is a billing error. One clear exception: if TexAPI routed your request to the wrong model, that is TexAPI’s fault and it is refunded.
4. MANDATORY refunds — not discretionary
In the cases below, refunding is an obligation on TexAPI. You only have to report it; you do not have to prove a loss.
- Charged twice for one transaction.
- Charged for a request that produced no result — for instance a hold that was abandoned and then captured after the process died.
- An amount that does not match the request’s pricing receipt.
- Charged at a higher rate than the one published when the call was made.
- A published discount not applied, with no loss-floor reason for it.
- Routed to a model other than the one you asked for.
- Charged because of a TexAPI token-counting error.
- A top-up underpaid or overpaid where the system did not resolve it itself — see section 7.
- Charged for a subscription period after you cancelled the plan — that whole period is refunded. See section 5.
- A transaction you did not make and did not cause by exposing your credentials.
5. Subscriptions
- Bought a plan, used nothing, asked within 7 days: refunded in full.
- Used part of the plan’s included usage: the unused part is refunded under section 2.
- Cancelling mid-period: not pro-rated — but see the next two lines.
- Charged for another period after cancelling on TexAPI: that period is refunded in full, mandatorily.
- Cancelled mid-period and lost the rest of the period you had paid for: TexAPI credits back the corresponding part on request.
When you cancel a plan, TexAPI stops the recurring charge at the payment gateway. If that fails for a technical reason, the interface tells you so at the moment you cancel, and if you are charged for another period anyway TexAPI refunds that period in full.
6. TexAPI shuts down or is out for a long time — refunded in full
The entire unspent balance paid with real money is refunded, and in these cases the “one refund per order” limit in section 2 does not apply:
- TexAPI stops providing the service — you do not have to ask.
- The service is continuously unavailable for more than 72 hours.
- An upstream supplier cuts us off and TexAPI cannot serve requests — that is TexAPI’s risk, not yours.
- TexAPI raises prices, you do not accept, and you stop using the service.
- TexAPI removes a model you were using and there is no suitable replacement.
- TexAPI changes the terms to your disadvantage and you do not accept it.
7. Underpaid or overpaid top-ups
8. You delete your account — no refund
Deleting an account deletes the wallet with it. Any remaining balance is not refunded. Ask for the refund first and delete the account after — that order matters, and the interface warns you about it before deleting.
If you have already deleted and then want the balance back: get in touch within 30 days. TexAPI reviews it case by case — the ledger is retained, so the balance at the moment of deletion can still be looked up. After 30 days, TexAPI cannot act on it.
9. A suspended or terminated account
- TexAPI terminates for a reason that is not your breach: the entire unspent balance is refunded.
- Suspended for an investigation and you were not in breach: the account is restored; if you would rather end it, the entire unspent balance is refunded.
- Terminated for a serious breach by you: TexAPI may decline to refund — but only where declining is proportionate to the actual loss, and TexAPI must explain it in writing.
- Terminated for a child-safety breach or criminal conduct: no refund.
TexAPI does not use suspension as a way to hold on to a customer’s money.
10. Payment-gateway fees that cannot be recovered
Card channel: you pay an amount with the fee added, and your wallet receives credits for the amount without it. For example a $5 top-up → you pay $5.62 → the wallet gains 500 credits ($5.00 usage value). On a refund TexAPI returns at most $5.00; the 500-credit paid value is removed and the $0.62 gateway fee is not returned when a transaction is reversed. That is a limitation of the gateway, not a TexAPI choice.
Domestic bank transfer: no fee is added to the price, so the wallet receives exactly what you paid and it can all be refunded. If you think you may need a refund, use this channel.
Exchange-rate movement: TexAPI refunds at that order’s own rate, not at today’s. You neither gain nor lose from a rate change.
11. Chargebacks from your bank
If you open a dispute with your bank or card scheme, your wallet balance is not adjusted automatically. TexAPI handles it with a manual adjustment and will tell you before debiting.
A practical suggestion: contact TexAPI before opening a bank dispute. For most of the cases in section 4, TexAPI refunds faster and with less friction than a card dispute — and a card dispute creates non-recoverable fees without getting you anything extra.
12. When TexAPI says no
TexAPI answers in writing, giving the specific reason and the basis for it in this policy — never a generic reason.
If you disagree: reply to that email and ask for a second look. TexAPI answers within 7 working days, and the review is done by someone other than the person who decided first. If you still disagree, you have the right to complain to the consumer-protection authority or to a competent court under Vietnamese law. This policy does not limit that right.