Payments & Refunds

SynStar AI uses a prepaid credit system. You can top up your account balance and use credits to access supported API models and services.

Payments are processed through Airwallex or other supported payment providers we may use from time to time.

Supported Payment Methods

SynStar AI supports online payments through supported payment providers.

Available payment methods may include:

• Visa
• Mastercard
• Other card payment methods supported by Airwallex
• Additional payment methods that may be enabled in the future

The available payment methods may vary depending on your country, region, currency, card issuer, and payment provider rules.

How Payments Work

When you top up your SynStar AI account:

1. You choose a top-up amount.
2. You complete payment through the supported payment provider.
3. After the payment is successful, credits are added to your SynStar AI account.
4. Your credits can be used for API usage across supported models and services.

SynStar AI credits are USD-denominated.

$1 paid = $1 base credit

Some top-up amounts may include bonus credits. Please refer to the Pricing Overview page for the latest top-up reward rules.

Payment Processing

Payments may be processed by Airwallex or another supported payment provider.

When you make a payment, your payment information is handled by the payment provider. SynStar AI does not directly store your full card number or card security code.

Your bank, card issuer, or payment provider may apply additional charges, such as:

• Currency conversion fees
• Cross-border payment fees
• Card processing fees
• Bank charges
• Local taxes or other charges

These third-party fees are not controlled by SynStar AI and may not be refundable.

Credit Delivery

Credits are usually added to your account automatically after a successful payment.

If your payment succeeds but credits do not appear in your account, please contact us and provide the following information:

• Your SynStar AI account email
• Payment amount
• Payment currency
• Payment time
• Payment method
• Payment receipt or transaction reference, if available

Support email:

contact@kkiai.com

We will review the payment record and help confirm whether the payment was completed successfully.

Refund Policy

Because SynStar AI provides digital API services and credits may be consumed immediately after purchase, used credits are non-refundable.

Refunds may be reviewed only for unused top-up credits.

You may request a refund for unused top-up credits within 24 hours after the payment is completed, provided that:

• The credits have not been used
• The account has not violated our Terms of Service
• The payment is not under dispute, chargeback, fraud review, or compliance review
• The payment method supports refunds
• The refund request is still within the refund time limit allowed by the payment provider or card network
• The refund is permitted by applicable laws and payment provider rules

After 24 hours, unused credits are generally non-refundable, except where required by law or approved by SynStar AI at its sole discretion.

Used Credits

Used credits are non-refundable.

Credits are considered used once they have been consumed for API requests, model usage, tasks, generated outputs, or other billable services.

This includes, but is not limited to:

• Text or chat model usage
• Image generation
• Video generation
• Audio transcription
• Music or voice generation
• Embeddings
• Reranking
• Other task-based model usage

Once an API request has been processed and credits have been deducted, the deducted credits cannot be refunded unless there is a confirmed billing error caused by SynStar AI.

Bonus Credits

Bonus credits are promotional credits added through top-up rewards or other promotional campaigns.

Bonus credits are not redeemable for cash and cannot be withdrawn.

If a payment is refunded, any related bonus credits will be removed from the account.

If bonus credits have already been used before a refund request is reviewed, the refund may be reduced, rejected, or handled on a case-by-case basis.

Partial Refunds

SynStar AI may approve a partial refund in certain cases.

A partial refund may apply when:

• Only part of the paid credits remain unused
• Bonus credits need to be deducted
• Payment provider fees, currency conversion fees, or other third-party fees are not refundable
• A billing adjustment is required due to a verified system issue

Partial refunds are reviewed case by case and are not guaranteed.

Non-Refundable Items

The following items are generally non-refundable:

• Used credits
• Bonus credits
• Promotional credits
• Payment processing fees
• Currency conversion fees
• Cross-border fees
• Bank fees
• Card issuer fees
• Taxes or local charges
• Credits associated with accounts that violate our Terms of Service
• Credits associated with fraud, abuse, chargebacks, or suspicious payment activity

Refund Method

Approved refunds will usually be returned to the original payment method used for the purchase.

For example, if you paid by card, the refund will normally be sent back to the same card or the same underlying card account.

SynStar AI generally cannot refund to a different card, bank account, wallet, or payment method.

Refund Processing Time

After a refund is approved and submitted, the refund processing time depends on Airwallex, the card network, the issuing bank, and the payment method.

Refunds may take several business days to appear in your account.

If the refund has been processed but you cannot see it, you may need to contact your bank or card issuer for more information.

Chargebacks and Payment Disputes

If you believe there is a billing issue, please contact us before initiating a chargeback or payment dispute.

If a chargeback, payment dispute, reversal, or fraud claim is opened, we may temporarily suspend or restrict your account while the case is under review.

We may also deduct chargeback fees, dispute fees, or related costs from your account balance where permitted by law and payment provider rules.

Repeated chargebacks, fraudulent payment behavior, or abuse of the refund process may result in account suspension or termination.

Billing Errors

If you believe credits were deducted incorrectly due to a technical or billing error, please contact us with relevant details.

Please include:

• Your account email
• API request time
• API key or token name, if available
• Model used
• Usage record or request ID, if available
• Screenshot or error message, if applicable

If we confirm that a billing error occurred, we may issue a credit adjustment or refund at our discretion.

How to Request a Refund

To request a refund, contact us at:

contact@kkiai.com

Please include:

• Your SynStar AI account email
• Payment amount
• Payment date and time
• Payment method
• Transaction reference or receipt
• Reason for the refund request
• Whether any credits have been used

We may ask for additional information to verify your account, payment, and usage records.

Policy Updates

SynStar AI may update this Payments & Refunds policy from time to time.

Refund eligibility, payment methods, processing time, top-up rewards, and credit rules may change based on business needs, payment provider requirements, risk control, or applicable laws.

The latest version published in our documentation will apply to future payments and refund requests.

Contact Us

If you have any questions about payments, credits, billing records, or refunds, please contact us:

Email: contact@kkiai.com