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Cancellation & Refund Policy

Last updated: 06.05.2026

1. Overview

SuponAI is a digital platform providing AI-powered chatbot services. This Cancellation & Refund Policy sets out the refund conditions applicable to all packages and services purchased through our platform.

All sales are conducted in compliance with applicable consumer protection laws, including the EU Consumer Rights Directive and relevant national regulations.

2. Nature of Digital Services

All services provided through SuponAI are digital in nature and are delivered instantly upon completion of the purchase:

  • Purchased credits are loaded to your account immediately after payment confirmation
  • AI-powered chatbot services are performed instantly upon credit usage
  • Chatbot creation, knowledge base upload, and all platform features are available immediately
  • All digital services are considered delivered at the moment of purchase

3. Right of Withdrawal

In accordance with EU Consumer Rights Directive (2011/83/EU) Article 16(m) and applicable national laws, the right of withdrawal does not apply to digital content services once the performance has begun with the consumer's prior express consent.

Important Notice: Since purchased credit packages are instantly loaded to your account upon payment confirmation — constituting immediate digital service delivery — they are excluded from the right of withdrawal.

Legal Basis: EU Consumer Rights Directive Article 16(m): The right of withdrawal shall not apply to "the supply of digital content which is not supplied on a tangible medium if the performance has begun" with prior express consent and acknowledgement of loss of withdrawal right.

4. Eligible Refund Cases

Refunds or credit compensation are provided in the following cases:

Technical Failure

If you were unable to use the purchased service due to a technical issue on our end, a credit refund or compensation will be provided.

Incorrect Credit Deduction

If credits were incorrectly or excessively deducted from your account due to a system error, the missing credits will be immediately restored.

Duplicate Payment

If a duplicate payment was made for the same package, the excess payment amount will be refunded.

Service Unavailability

If you were unable to receive the service due to a system outage lasting more than 72 hours, affected credits will be refunded.

5. Non-Refundable Cases

Refunds cannot be processed in the following situations:

  • Used credits (chatbot responses have been generated)
  • Credits spent due to user error
  • Dissatisfaction with generated AI responses (AI outputs are subject to subjective evaluation)
  • Accounts suspended due to account violation or misuse
  • Third-party service interruptions (OpenAI API, hosting, etc.)
  • Expired and automatically cancelled credits (30-day validity)

Warning: Due to the nature of digital services, used credits and completed chatbot interactions are non-refundable.

6. Refund Process

You can submit your refund request by following these steps:

  1. Send your refund request along with your order details to info@suponai.com.
  2. Your request will be reviewed within 3 business days.
  3. Approved refund requests will be completed within 5–10 business days depending on your payment method.
  4. Refund approval will be notified via email.

Required Information for Refund Request:

  • Your registered email address
  • Purchase date and package
  • Reason for refund
  • Screenshots or error details (if applicable)

7. Payment Provider

Our payment transactions are processed through Shopinext infrastructure. Shopinext's refund procedures also apply to refund transactions.

Credit card refund timelines may vary depending on your bank. We recommend contacting your bank after the refund has been approved.

8. Credit Validity Period

Important details about our credit packages:

  • Purchased credits are valid for 30 days from the date of purchase
  • Credits are consumed starting from the oldest package (FIFO)
  • Expired credits are automatically cancelled and are not eligible for refund
  • There is no automatic renewal; packages are one-time purchases

You can track your credit expiration dates from the management panel.

9. Consumer Rights

For complaints regarding consumer rights:

  • You may file a complaint with your local consumer protection authority
  • You may initiate proceedings with the relevant consumer court
  • You may use online dispute resolution platforms available in your jurisdiction

EU residents can also use the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr.

10. Contact

For questions regarding refunds and cancellations, please contact us:

Platform SuponAI
E-mail info@suponai.com
Web https://suponai.com

Policy Changes

This refund policy may be updated from time to time. Changes will be published on this page and the update date will be modified.