Refund Policy

1. Overview of Refund Policy

This refund policy protects user rights and establishes the refund process. Users of the AI compute and inference services provided by X-AIO may apply for a refund under this policy. The Platform will review and process each request based on the circumstances and this policy.

2. Refund Application Conditions

Users may apply for refunds under the following circumstances:

Compute Service Failure: The compute service is unavailable because of a technical issue with the Platform and cannot be restored within a reasonable time.
Duplicate Payment: A system error or user error caused the user to pay more than once for the same order.
Early Termination of Service: A user who wishes to terminate a service early for personal reasons may apply for a refund under the Refund Amount Calculation terms below.

3. Refund Amount Calculation

Compute Service Failure: The Platform will calculate the refund based on the actual period during which the service was unavailable.
Duplicate Payment: The Platform will refund the duplicate payment.
Early Termination of Service: The refund amount will be calculated by deducting the cost corresponding to the used duration from the total order amount. The calculation formula is: Refund Amount = Total Order Amount − (Total Order Amount / Total Service Duration) × Used Duration

4. Refund Process

Submit Application: Users must submit a refund application via the console under "Order Management" or "Finance Center," and provide a detailed explanation of the refund reason.
Review: The customer service or technical team will review the application within 1–3 business days after receipt.
Refund: Upon approval, the refund will be returned to the original payment account via the original payment channel. The refund processing time is typically 3–7 business days, depending on the payment channel's processing speed.

5. Cases Not Eligible for Refund

Service interruptions caused by the user’s device, network environment, or improper operation rather than by the Platform.
Suspension or termination of service because the user violated the Platform’s Service Agreement or Terms of Use.
Users who have already used the computing services and do not meet the above refund application conditions.
Users who fail to submit a refund application within the specified time frame.

6. Additional Notes

The Platform reserves the right to interpret this policy.
For questions about this refund policy, contact online customer service or email the official support address.