Refund Policy

All payments are final. Prepaid credits and top-ups are non-refundable and non-transferable, and have no cash value. When you add credits, you are pre-funding future metered usage, not buying a fixed product. We do not refund unused balances, including on account closure, and we do not convert credits back into cash. To the extent any refund is required by applicable law, that law controls and nothing here limits it.

New accounts receive a one-time free credit of $1, which is promotional, carries no cash value, and is never refundable. After that you top up your wallet — from a minimum of $5 per top-up — and we debit your balance by the second for the wall-clock time each sandbox runs. A stopped sandbox costs nothing. Because you only ever pay for time you actually consume, and you control when sandboxes run, there is no charge to refund for usage you did not incur.

You control your spend. You can stop any sandbox at any time to halt its charges, and you decide when and how much to top up. We recommend topping up in small amounts and using auto-topup thresholds rather than pre-funding a large balance you may not use, since unused credits are not refundable.

If you believe you were charged because of a genuine billing error on our side — for example a duplicate charge, or metered usage caused by a confirmed defect or outage in our infrastructure rather than your own use — contact us within 30 days of the charge. If we confirm the error, we will correct it, typically by adding the affected amount back to your credit balance. Service-credit corrections are our standard and usually exclusive remedy for billing errors.

We will not issue refunds or credits for, among other things:

• Unused or remaining prepaid balance, including on account closure;
• Usage you incurred, including charges from sandboxes left running, scheduled jobs, or actions taken by an AI agent on your behalf;
• The one-time free signup credit;
• Loss of sandbox data, which is disposable by design and not backed up — see our Terms of Service;
• Suspension or termination of your account for violating our Terms or Acceptable Use restrictions;
• Charges disputed more than 30 days after they were incurred.

If you have a billing concern, contact us first — we are happy to look into it. Initiating a chargeback or payment dispute without contacting us may result in immediate suspension or termination of your account and forfeiture of your remaining balance while the dispute is resolved.

We may update this policy from time to time. If we make material changes, we will post the updated policy and update the "Last updated" date. Your continued use of the Services after changes take effect means you accept the updated policy.

Billing questions and error reports can be sent to support@tribes.xyz.