VORTEX AI – Refund Policy
This Refund Policy ("Policy") explains how VORTEX AI, a brand operated by EactiveNet, Inc. ("EactiveNet," "we," or "us"), handles refunds, reversals, and billing adjustments for prepaid balances, usage-based fees, and subscription or plan charges associated with the Services (the API, Chat, Vortex Credits, and related products). It supplements our Terms of Service and Privacy Policy. If this Policy conflicts with a separate written agreement you signed with us (for example, an enterprise order form), that agreement controls for the subjects it covers.
1. Nature of the Services
VORTEX AI delivers digital infrastructure: inference, metering, account management, and optional creative tools. Usage consumes compute and network resources at the moment you send a request. Except where applicable law requires otherwise, amounts you pay for prepaid Vortex Credits or similar top-ups are allocated to a non-cash balance used to meter that consumption. Credits are not stored-value instruments, are not transferable between accounts except as we expressly allow, and may expire or be adjusted as described in checkout, plan terms, or your account.
2. General rule: final sale of consumed or delivered usage
Because inference and related processing are performed in real time and cannot be "returned," fees for usage that has already been delivered are final and non-refundable. This includes API calls, chat completions, and creative generations that completed successfully or that incurred provider-side cost even if you later disagree with output quality, latency, or suitability for a particular use case.
Where our Terms of Service state that credit purchases are final, those terms apply together with the exceptions below.
3. Billing errors and duplicate charges
If you believe you were charged incorrectly—for example, the same transaction was processed twice, an amount does not match the price shown at checkout, or a technical failure caused a charge without a corresponding credit—we will investigate in good faith. When we confirm an error attributable to us or our payment processors, we will correct the charge by refund to the original payment method or by restoring Vortex Credits to your account, at our reasonable discretion and within the timelines required by card networks or applicable law.
Requests should include the invoice or receipt identifier, date, amount, and the email on the account. We may require verification of account ownership before issuing a correction.
4. Material service failure or extended outage
If the paid Services are unavailable or materially non-functional for an extended period due to a fault on our side (not your connectivity, misconfiguration, third-party models you route to, or force majeure), we may, at our option, issue account credits or a partial or full refund of the affected subscription period or purchase, proportional to the impact. This section does not guarantee a specific uptime percentage unless that percentage is expressly stated in a written agreement with you.
5. Consumer rights and local law
If you are a consumer in a jurisdiction that grants mandatory withdrawal, cooling-off, or refund rights for digital content or distance contracts, nothing in this Policy limits those rights. Where the law requires a refund and our Terms permit a lawful exception (for example, for goods fully performed with your consent), we will follow the law that applies to you.
Because our Services are provided globally, the law governing your relationship is set out in the Terms of Service; local mandatory consumer protections may still apply in your country of residence.
6. Chargebacks and payment disputes
Before initiating a chargeback or payment dispute with your bank or card issuer, please contact support@eactivenet.com so we can resolve the issue directly. Chargebacks may result in suspension of your account and reversal of unused balances until the dispute is resolved. We will provide records to processors as appropriate to demonstrate delivery of the Services.
7. Enterprise and custom agreements
Customers with a separate order form, statement of work, or master agreement should refer to that document for refund, credit, termination, and service-credit terms. This Policy applies to standard self-serve purchases unless your agreement says otherwise.
8. How to request a review
Email support@eactivenet.com with the subject line "Refund / billing review" and include your account email, transaction details, and a short description of the issue. We aim to acknowledge requests within a reasonable time and to complete good-faith reviews within the timeframes our payment partners allow for disputes.
9. Changes to this Policy
We may update this Policy from time to time. We will revise the "Last updated" date at the top of this page. Material changes may be communicated through the Services or by email where appropriate. Continued use of the Services after the effective date constitutes acceptance of the updated Policy for new purchases; prior transactions remain governed by the Policy in effect at the time of charge unless law requires otherwise.