Refunds

Last updated September 2026

How prepaid credits, auto-refill, unused balances, and cash refunds work.

Overview

ValiqAI is billed with prepaid credits, not a monthly or annual subscription. You buy a pack, credits sit in the workspace wallet, and scans use those credits. This policy explains when we refund money to your original payment method, when unused credits stay in the wallet, and how to stop future charges.

Payments are processed by Stripe. Receipts and card details live in Stripe; your workspace credit balance and ledger live in ValiqAI under Billing → Credits.

Pack names and prices are listed on Pricing. This policy is part of our Terms of Service. If something here conflicts with a signed enterprise or sales contract, that contract controls.

What you are buying

Free End-to-End scan

New accounts may receive one free End-to-End scan. There is nothing to refund. AI Security and Reliability scans are paid.

Prepaid credit packs

Packs are one-time Stripe charges. Credits are added to that workspace after payment confirms. They are not a Pro or Team plan, and they are not a monthly scan quota.

How scans use credits

When a paid scan starts, we reserve credits in the wallet. When it finishes, we settle what the run used and return the unused reserve to the same wallet. You do not need to email us for that return — it is automatic and shows on the credit ledger as returned credits.

Settled credits are consumed compute. They are not unused credits sitting in the wallet.

Where credits live

Credits belong to the workspace that bought them. They do not expire while the workspace exists. They are not transferable to another workspace, user, or account. They have no cash value except through a refund we approve under this policy.

Unused credits

If you want money back rather than keeping credits in the wallet, email us. We typically approve a refund to the original payment method when all of the following are true:

  • You request it within 14 days of the Stripe charge.
  • The credits from that charge are still in the workspace (not reserved on a running scan, and not already settled on a completed run).
  • The charge was a prepaid pack or an auto-refill pack, not a promotional grant or the free End-to-End scan.

If some credits from that pack were already used, we typically refund the unused remainder in proportion to unused credits from that pack — including any extra credits the pack included — and remove those unused credits from the wallet so they cannot be spent after the cash goes back.

If a scan is still running, wait until the hold releases. We cannot refund credits that are reserved until that run settles or returns them.

Used credits

We do not refund settled credits to your card. That includes:

  • Completed scans, including runs you later disagree with or that did not find issues you expected. Scan results are informational and are not a certification; see our Terms of Service.
  • Changing your mind after you have used the credits.
  • Buying a larger pack than you needed, except for the unused remainder described above.

When we refund or restore credits

We also refund the charge, or put credits back in the wallet, when the problem is on our side:

  • Billing error. You were charged the wrong amount because of a mistake on our end.
  • Duplicate charge. Stripe charged the same pack twice.
  • Our outage or failed run. If ValiqAI was down or a scan failed because of our systems, we restore settled credits from that run to the wallet. If you could not use a newly purchased unused pack for the same reason, we will refund that pack to the original payment method instead of asking you to keep the credits.
  • Unauthorized charge. If you did not authorize the payment, tell us immediately. We will investigate with Stripe.

Promotional credits, adjustments, and the free End-to-End grant are not redeemable for cash.

Auto-refill

Auto-refill is optional. If you turn it on, you authorize Stripe to charge the card on file for one catalog pack when a scan would otherwise stop for credits, up to the monthly USD cap you set. It is not billed per scan, and it is not a subscription plan.

There is no cancellation fee. To stop future auto-refill charges:

  • Open the workspace credit wallet (Billing → Credits).
  • In Auto-refill, turn it off and save.
  • Or email abhi@valiqai.com and we will turn it off for you.

Turning auto-refill off does not refund credits already in the wallet. An auto-refill pack you did not mean to buy follows the unused-credits rule above. If the saved card is declined, we do not retry as a subscription: the scan does not start, and you can update the card in the same Billing → Credits section.

How to request a refund

Workspace owners and billing admins can request a refund. Email abhi@valiqai.com with:

  • The email on the ValiqAI account
  • The workspace / organization name
  • The date of the charge, and the pack or Stripe receipt if you have it
  • Whether you want unused credits refunded to the card (we will remove those credits) or restored to the wallet
  • A short reason

We aim to reply within 3 business days. Approved cash refunds go through Stripe to the original payment method only, and usually show on your statement within 5 to 10 business days depending on your bank. We cannot send the money to a different card or as cash.

Chargebacks

If a charge looks wrong, email us before opening a dispute with your bank. A chargeback on a legitimate pack can freeze the workspace wallet and pause scans while Stripe investigates. If we already refunded unused credits, do not also dispute the same charge.

Closing a workspace

Deleting a workspace deletes its credit balance. If you want unused prepaid credits refunded, request that refund first and wait until we confirm it.

Scan reports and other workspace data follow our Privacy Policy retention rules. Payment details stay with Stripe and ValiqAI; they are not sent to AI providers. Public scan data such as URLs you submit is handled as described in that policy. Cancelling auto-refill or receiving a refund does not by itself delete your account or reports.

Team, Enterprise, and policy violations

Seats, concurrent runs, and committed enterprise packs are quoted separately. Refunds for those purchases follow the signed order or contract, not this self-serve pack policy.

If we suspend or terminate a workspace for violating the Terms of Service or Acceptable Use Policy, unused credits are not refundable.

Currency, taxes, and fees

Prices are in US dollars (USD). Applicable taxes (such as VAT or sales tax) may be added at checkout. The amount you confirm, tax included, is the charge. If we refund that charge, we refund the corresponding tax when Stripe and tax rules allow it.

Currency conversion fees charged by your bank or card network are not part of our price and are not refunded by ValiqAI.

Your legal rights

This policy does not limit rights you cannot waive under applicable law. If a cooling-off or withdrawal period in your country applies to an unused digital purchase, we will honor that period for unused credits.

Once a paid scan has started and credits have been reserved or settled, the service has been performed for those credits. In places that allow it, that means those used credits are not covered by a cooling-off refund.

Changes

We may update this policy. The date at the top is the current version. Material changes apply to purchases made after the new date is posted. For an existing unused balance, we will not apply a stricter unused-credit window than the one in effect when you bought those credits.

Questions

Billing, invoices, unused balances, and refunds: abhi@valiqai.com. We will help.