Interruption and Refund Policy

A finding of violation requires facts, the rule relied on and evidence linking it to the loss in question. A ban, high usage, an approaching end date or an ordinary IP change is not, by itself, enough to establish a violation, and an ordinary remote desktop connection is not treated as any of the conduct above.

If the service is terminated in accordance with the law for a serious breach, fees for the portion already performed are not refunded. The unperformed portion and any provable direct losses that can be claimed under the law are settled separately and itemized. We will not automatically forfeit your entire prepayment or deduct the same loss twice.

Please submit a support ticket as early as possible with your order number, the time of the incident and any relevant error messages. As soon as we confirm an interruption, we record a provisional stop time without waiting for the full review; if reliable records show it started earlier, we use the verified actual time.

Time during the review when you cannot use the service does not reduce your refundable balance. If the final evidence shows the service was in fact available and used, we adjust only for the provable period of use and explain why. Reporting late, being close to expiry or needing an appeal are not grounds for refusal.

Refunds are calculated from device rent actually paid for the order:

Total rental days equal rental months × 30. Device quantity is already included in the amount paid and is not multiplied into the days. Unused time is prorated and money is rounded to two decimals. Amounts already refunded are deducted; the unused proportion before delivery is 100%.

Remaining time is counted even on the last day; there is no blanket exclusion near expiry.

After delivery you may request early termination. The months used are repriced at the rate for the number of months actually used (part months count as a month) — for example, ending a 24-month purchase after 7 months prices the used part at the 6–11 month rate. The refund is the total paid minus that repriced amount, less 10% of the remainder as early termination compensation. First-order and team discounts are kept in proportion to the part used. Orders ended early do not qualify for ownership. This deduction is an early termination rule, not a service fee.

This deduction does not apply where termination is caused by our fault, and does not affect other statutory rights.

Where there is specific evidence linking any of the following to the ban or restriction in question, we do not compensate the related third-party account losses:

• distilling or extracting model capabilities or training competing models without permission, or carrying out bulk abuse through brute-force requests, rate-limit circumvention or prohibited automation;
• making the account, sessions or login credentials available to others through a reverse proxy, API relay or shared gateway, or sharing, renting out or reselling the account or subscription access;
• generating unlawful or restricted content in breach of Anthropic's Usage Policy;
• payment fraud, forged materials or other provable intentional violations.

The label “distillation”, high usage, hitting rate limits or receiving a ban notice are not, on their own, grounds for refusal. We will explain the specific conduct, the applicable rule, the relevant evidence and how it relates to the loss in question.

Usually you only need to provide your order number, the time of the incident and the error message. If the initial information is insufficient, we will explain why and ask only for additional information directly related to the incident; we will never ask you for any password, verification code, full bank card number or unrelated chat content.

Within 3 business days of receiving complete information, we will give you a written decision, including the stop time, the amounts paid for each item, the calculation period, the basis for any deductions and the amount to be refunded. If you disagree with the result, you can request a review through the original support ticket, and we will try to have a different team member carry out the review.

Refunds are returned to the original payment account, usually initiated within 7 business days of the decision being confirmed; the time it takes to arrive depends on the payment channel. Parts that are confirmed and undisputed will not be held back while other parts are still under review.

If the same fee has already been returned through the payment channel or your bank, only the duplicated amount actually received is deducted. If a refund and a chargeback are in progress at the same time, we will hold only the disputed part that could otherwise be paid twice; this does not affect other amounts, and we do not require you to give up any dispute channels available to you under the law.

If we confirm that the service cannot be provided before it has been delivered, we refund you in full; we will not hold payments indefinitely in a queued state. If third-party rules or actual conditions change, we will contact you to confirm whether to continue, adjust or end the service, and we will not switch you to a different plan on our own.

We cannot guarantee whether a third party will lift a restriction, when it will respond, or whether an account will remain usable afterwards; however, this does not affect how we handle confirmed delivery problems and amounts due under this policy.