Recharge balance and billing exceptions

Lanox Refund Policy

Please review how Lanox handles recharge balance, refunds, and billing exceptions before making a payment.

Last Updated
August 18, 2026
Effective Date
August 18, 2026

Version: 1.0

Effective Date: August 18, 2026

Last Updated: August 18, 2026

Company Name: HONG KONG YUANHUA NETWORK TECHNOLOGY CO., LIMITED

Registered Address: UNIT 917B, 9/F.,TOWER A, NEW MANDARIN PLAZA, NO.14 SCIENCE MUSEUM ROAD TST, KL

Important Notice: Unless otherwise required by applicable mandatory law, or except for the exceptional circumstances expressly set out in Section 5 of this Policy, all top-ups are final transactions. Once a top-up has been completed and credited to the account balance, it cannot be cancelled, revoked, withdrawn, exchanged for cash, or refunded, regardless of whether the balance has been used. Please carefully check the top-up account, top-up amount, currency, and payment method before making payment.

1. Scope of Application

  • This Refund Policy applies to websites, applications, APIs, developer tools, and other related services operated by Lanox (hereinafter referred to as the "Platform" or "we").
  • This Policy applies to transactions in which users purchase account balance through top-ups on this website.
  • If this Policy is inconsistent with mandatory provisions of applicable law, such mandatory provisions shall prevail. This Policy does not exclude or restrict any rights that users may not be lawfully deprived of or restricted from exercising.

2. Definitions

  • "Top-up" means an act by which a user prepays funds through a payment method supported by the Platform to increase the available balance of the user's personal account or organization account.
  • "Account Balance" means prepaid service credits recorded in a user's account that may only be used to purchase, offset, or settle fees for Platform services, including paid balance and bonus balance.
  • "Successful Top-up" means that the relevant payment has been confirmed by the payment institution and the corresponding balance has been credited to the user's account. If payment has been deducted but the balance has not been credited to the account, the top-up is not deemed successful and shall be handled in accordance with Section 5 of this Policy.
  • "Consumption" means that account balance is deducted in whole or in part due to model calls, API usage, purchase of Platform functions, payment of service fees, or use of other billable services.

3. Nature of Account Balance and Usage Credits

  • Account balance is prepaid service credit used to pay Platform service fees. It is not a bank deposit, does not generate interest or other returns, and does not constitute an investment in the Platform.
  • Unless otherwise required by applicable mandatory law, account balance:
  • may only be used within the Platform and within the scope of services expressly supported by the Platform;
  • may not be withdrawn, exchanged for cash, resold, pledged, or used for off-platform payments;
  • may not be transferred between accounts, except where the Platform expressly provides an organization account transfer function;
  • does not have the attributes of legal tender and cannot be used as a substitute for legal tender.
  • The Platform does not warrant that usage credits or account balance will appreciate in value, generate returns, be traded among users, or be exchanged for cash. Users may not promote, resell, or use them for investment, speculation, financing, or off-platform transactions.
  • The currency, pricing unit, usable scope, validity period, and deduction order of account balance shall be subject to the express statements on the top-up page, the Terms of Service, and relevant billing rules.
  • Users may not use Platform accounts, usage credits, or account balance for money laundering, fraud, cash-out activities, sanctions evasion, or other illegal activities.

4. No Refunds After Top-up

  • By submitting a top-up and completing payment, the user confirms that the top-up information is accurate and agrees to be bound by this Policy.
  • After a top-up is successful, the relevant transaction immediately becomes final. Except for the limited exceptions set out in Section 5 of this Policy, the Platform does not accept any request for refund, cancellation, revocation, or withdrawal of balance.
  • The foregoing no-refund rule applies to paid balance that has been used, partially used, or not used at all. An unused balance does not constitute grounds for a refund.
  • Refunds will not be provided in circumstances including but not limited to:
  • the user changes their mind, no longer needs the services, or has not used the Platform services;
  • the user tops up the wrong account, selects the wrong amount, selects the wrong currency, or selects the wrong payment method;
  • the user did not fully understand models, prices, rate limits, context limits, regional restrictions, or service functions;
  • the user is dissatisfied with the output content, accuracy, style, speed, or availability of a third-party model;
  • a third-party model provider adjusts models, prices, capabilities, rate limits, service regions, or terms of use;
  • the user voluntarily stops using the services, cancels the account, or fails to use balance within its validity period;
  • services cannot be used normally due to the user's device, network, code, API key, account configuration, or third-party system;
  • differences arise due to exchange-rate fluctuations, bank fees, or payment-institution fees;
  • the user's violation of the Terms of Service, model terms of use, acceptable use policy, or applicable law results in service restrictions, account suspension, or termination;
  • any other circumstance that this Policy does not expressly list as a refundable exception.
  • The user's use of any paid service after a top-up does not affect the no-refund rule set out in this Section.
  • General promotional statements in advertisements, landing pages, marketing emails, campaigns, or by sales personnel do not constitute a refund commitment. A special refund rule shall apply to a relevant transaction only if the Platform expressly states in writing that such transaction has a refund right.

5. Limited Exceptions and Billing Abnormalities

Subject to applicable law, the Platform may correct a transaction, credit balance, reverse an erroneous deduction, or issue a refund only in the following circumstances:

  • Duplicate charge: Due to an error by the Platform or payment processing system, the same top-up instruction is charged more than once, and the duplicate charge was not caused by the user's repeated submission of top-up requests.
  • Charged but not credited: The user's payment method has been actually charged, but the corresponding account balance has not been credited within a reasonable processing time, and the Platform cannot complete the correction by crediting the balance.
  • Amount processing error: Due to an error by the Platform or payment processing system, the actual charged amount is higher than the top-up amount confirmed by the user.
  • Unauthorized transaction: An investigation by the Platform, payment institution, or competent authority confirms that the transaction was not authorized by the lawful holder of the payment method. The user must still comply with account and payment instrument security obligations.
  • Platform inability to perform: Where, due to reasons attributable to the Platform, it permanently ceases the relevant prepaid service and cannot continue performance by reasonable means such as restoring the service, providing an equivalent substitute service, or migrating the balance, the remaining paid balance shall be handled in accordance with applicable law or the Terms of Service.
  • Mandatory legal requirement: Applicable law, court judgment, arbitral award, administrative order, or a competent regulatory authority requires the Platform to issue a refund.
  • Written commitment by the Platform: A separate written agreement, service level agreement, or enterprise contract signed between the Platform and the user expressly provides for circumstances in which a refund shall be issued.

The exceptions listed in this Section do not mean that the Platform provides a general right to refunds, nor do they constitute a commitment that similar requests will necessarily be approved in the future. Unless otherwise provided by applicable law, the Platform has the right to determine whether a circumstance falls within the exceptions agreed in this Section based on transaction records, balance usage, payment institution information, and other evidence.

6. Chargebacks, Payment Disputes, and Fraud

  • Without affecting the user's lawful payment dispute rights, the user should first contact Platform customer support so that duplicate charges, charged-but-not-credited transactions, or other billing abnormalities can be checked and handled.
  • Users may not intentionally initiate false chargebacks, false unauthorized-transaction claims, or other fraudulent payment disputes for top-ups actually initiated by themselves or their authorized personnel and for which account balance has been received.
  • During an investigation of a chargeback or payment dispute, the Platform may lawfully suspend the relevant account, freeze the disputed balance, restrict further top-ups, or require identity and payment authorization verification.
  • If a payment is reversed, charged back, or returned, the Platform has the right to deduct the account balance corresponding to that payment. If the relevant balance has already been consumed, the user's account may have an outstanding amount or negative balance; the user shall settle it promptly after receiving notice.
  • This Section does not restrict the user's right to seek remedies from card issuers, payment institutions, consumer protection agencies, arbitration institutions, or courts under applicable law.

7. Account Suspension, Termination, and Cancellation

  • A user's voluntary account cancellation, cessation of service use, or unused balance does not create a refund right. The user should confirm the account balance before applying for account cancellation.
  • If the user's violation of the Terms of Service, model terms of use, acceptable use policy, or applicable law results in account suspension or termination, unused balance will not be refunded, except where otherwise required by applicable mandatory law.
  • If the Platform permanently terminates the user's account or permanently stops the relevant service where the user is not in breach, the remaining paid balance will be handled in accordance with the Terms of Service, separate written agreements between the parties, and applicable law.
  • Where sanctions, anti-money laundering, fraud, theft, illegal source of funds, or investigation by a competent authority is involved, the Platform may lawfully freeze the balance, delay processing, or dispose of the relevant funds as required by the competent authority.

8. Changes to This Policy

  • The Platform may update this Policy according to business needs, payment methods, laws and regulations, or regulatory requirements.
  • The updated Policy will be published on the Platform and will indicate the latest update date. Where advance notice or user consent is required by law, the Platform will perform the corresponding procedures in accordance with law.
  • Unless otherwise provided by applicable law, a top-up transaction shall be governed by the refund policy in effect when that transaction was completed. Policy updates do not affect statutory rights and obligations that arose before the update.