Refund Policy

1. General Rule

DMS Labs AI is a pay-as-you-go and weekly-subscription service. Consumed compute and tokens are non-refundable. Unused prepaid credits and unused portions of a subscription week are not automatically refunded on cancellation, but remain usable until credits expire or the week ends.

2. Eligible Refund Cases

• Duplicate charge: the same top-up charged more than once due to gateway error.
• Service outage: sustained unavailability on Enterprise tier below the 99.99% SLA entitles service credits per the Terms.
• Unauthorized charge: proven account compromise not caused by your negligence.
• Mandatory consumer rights: any refund right granted by applicable Vietnamese law.

3. Not Eligible

• Dissatisfaction with model outputs after tokens were consumed.
• Misconfiguration, runaway scripts, or keys leaked by Customer.
• Chargebacks without prior contact with support.

4. How to Request

Email legal@dmslab.ai within 30 days of the charge with the SePay transaction reference, account email, and a short description. We respond within 10 business days.

5. Method and Timing

Approved refunds are returned to the original payment method in VND. Processing typically takes 5–14 business days depending on the payment provider and bank.