Refund Policy

Effective 17 September 2026 · Version 1.0 · Applies to all credit packs

We would rather refund a purchase than keep money for a product you cannot use. This policy explains when a refund is automatic, when we review it case by case, and how to ask for one.

1. Scope

This Refund Policy applies to every purchase of an X-Trust pay-as-you-go credit pack and forms part of our Terms of Service. Because X-Trust has no recurring subscription and no auto-renewal, there is nothing to cancel: a refund is the relevant remedy, and you are never charged again unless you start a new purchase yourself.

Where a separate written agreement with an organisation says something different about refunds, that agreement prevails for that organisation.

2. Who processes refunds

All payments are handled by Paddle.com Market Ltd., which acts as the Merchant of Record and the seller of record for every order. Paddle processes approved refunds back to your original payment method and issues the corresponding credit note. We authorise the refund; Paddle executes it.

You can send your request to us at diengamine.htl@gmail.com, or to Paddle's buyer support using the transaction reference in your receipt.

3. The 14-day unused-key refund

If you request a refund within 14 calendar days of the purchase date and your API key has no billable verification events, we refund 100% of the pack price. No reason is required.

"No billable verification events" means the Service has not returned a verification decision for any request made with your credentials. Requests rejected for missing, invalid or revoked credentials, and requests that failed because of an error on our side, do not count as usage.

After 14 days, or where the key has been used, section 4 applies.

4. If the key has been used

Used packs are reviewed case by case. We consider:

• how much of the pack has been consumed and how much of the balance remains;
• how long ago the purchase was made;
• whether a fault, outage or defect on our side caused the consumption or prevented the Service from working as documented;
• whether the Service materially failed to perform as described;
• whether the request is genuine and the usage consistent with normal testing or production use.

Where we grant a refund on a partly used pack, we may refund the unused balance (pro rata to the pack price) rather than the full amount. Where the problem was caused by a fault on our side, we may refund the full amount even if some events were billed. We aim to answer refund requests within 5 business days.

5. How to request a refund

Email diengamine.htl@gmail.com with:

• the email address used at checkout;
• your Paddle transaction or order reference (found in your receipt email) or the purchase date;
• your API key identifier — the short prefix only;
• a short reason, and, if the issue is technical, the request identifiers or timestamps of the affected calls.

Never send us your full API key or secret, and never send card details. We will never ask for them, and card data is handled exclusively by Paddle. A refund request alone does not suspend your access; if a refund is issued, the associated key is revoked and any remaining balance is cancelled.

6. Timing, currency and method

• Approval. We respond to refund requests within 5 business days, usually sooner.
• Processing. Once approved, Paddle issues the refund to your original payment method, typically within 3 to 5 business days.
• Posting. Your bank or card issuer may take up to 10 business days, and occasionally longer for certain methods and regions, to show the credit on your statement.
• Currency. Refunds are issued in US dollars through Paddle. If your card is denominated in another currency, your provider's exchange rate and any fees on the day of the refund apply; the amount you receive may differ slightly from the amount originally charged.

7. What cannot be refunded

• Credits that have already been consumed, except where the consumption was caused by a fault on our side.
• Packs obtained fraudulently or resold in breach of the Terms.
• Purchases where access was terminated because the Terms were materially breached.
• Custom development, integration work, consulting and enterprise services, which are governed by their own written agreement.
• Indirect or consequential costs, which are addressed in the limitation of liability section of the Terms.
• Requests made after the 14-day window where the key has been used, which are reviewed case by case and may be declined if substantial value was already delivered.

8. If we discontinue the Service

If we permanently discontinue the Service, we will announce it with reasonable notice — at least 30 days where we can control the timing — and refund the unused balance of every pack pro rata, without you needing to request it. We will contact you at the buyer email address on record and, where possible, let you keep using the Service until the announced end date.

9. Chargebacks

Please contact us before filing a chargeback. Almost every issue is resolved faster by email. If a chargeback is filed while the Service has been used, we may suspend the associated keys while the dispute is investigated and provide Paddle with evidence of usage. Filing a chargeback after refusing a reasonable remedy may result in permanent termination of access.

10. Your statutory rights

Nothing in this policy excludes or limits rights you have under mandatory consumer law. Where the law is more generous than this policy, the law applies.

• EU, EEA and UK consumers: you generally have a 14-day right of withdrawal for distance purchases. For digital content supplied immediately, that right is lost only if you expressly consented to immediate delivery and acknowledged that you would lose the withdrawal right. Our checkout asks for that consent explicitly; if you did not give it, your withdrawal right is unaffected.
• Consumers in Côte d'Ivoire: you benefit from the protections of applicable consumer law, including Law No. 2016-412 of 15 June 2016 on consumer protection.
• Other jurisdictions: where local law grants you a longer cooling-off period or a broader refund right, we honour it.

This policy is governed by the laws of the Republic of Côte d'Ivoire, as set out in the governing law section of our Terms of Service, without limiting your right as a consumer to bring proceedings in your country of residence.

11. Changes to this policy

We may update this policy. The version published on this page, with its effective date, is the one that applies. Changes affect purchases made on or after the new effective date and never reduce a right you had already earned.

12. Contact

Refund requests, billing questions and disputes:

Dieng — HTL (Human Trust Layer)
Email: diengamine.htl@gmail.com
Country: Côte d'Ivoire

Paddle.com Market Ltd. is the Merchant of Record and can also be contacted directly regarding payment, invoice or refund matters, quoting the transaction reference in your receipt.