Refund Policy

This Refund Policy describes when Ozma may issue refunds for prepaid credits and related charges. It supplements our Terms of Service.

1. Prepaid credits

Ozma operates on a prepaid credit model. Credits are consumed per API call at published rates. Except as stated below, purchased credits are non-refundable once added to your account balance.

2. When refunds may be issued

• Billing errors: duplicate charges, incorrect amounts, or failed credit delivery verified by our records.
• Unused balance: refund requests within 14 days of purchase if no credits from that purchase have been consumed.
• Service unavailability: prolonged platform outage attributable to Ozma (not upstream providers) where credits could not be used, assessed case by case.
• Fraud or unauthorized charges: after investigation and confirmation.

3. Non-refundable items

• Credits already consumed through API calls
• Promotional or starter credits
• Charges for upstream API usage that completed successfully
• Provider payout fees or Stripe processing fees already incurred

4. How to request a refund

Email support@ozma.app with your account email, transaction date, amount, and reason. We aim to respond within 5 business days. Approved refunds are returned to the original payment method via Stripe.

5. Chargebacks

Please contact us before initiating a chargeback so we can resolve the issue. Accounts with abusive chargebacks may be suspended.

6. Provider payouts

Provider earnings are governed by Stripe Connect payout schedules and separate provider agreements. Consumer credit refunds do not automatically reverse provider payouts for calls already metered.