Refund Policy

Last updated: September 15, 2026

nqzai sells prepaid token packs. There is no subscription and nothing renews, so there is nothing to cancel. This page is the only statement of when money or tokens come back; where our Terms of Service mention refunds, they mean this page.

1. When a task fails, the tokens come back automatically

If nqzai cannot complete a task, a Refund tokens button appears on that task and returns its tokens to your balance immediately. No request needed. This covers the work itself, not the pack you bought it with.

2. Refunding a token pack

• Email info@immortalai.us within 14 days of the purchase, from the address on your account, naming the purchase.
• Only the unused part of that pack is refunded, to the card you paid with, through Stripe. Tokens already spent on completed work are not refunded, whatever the outcome of that work was.
• The refunded share of the pack's tokens is removed from your balance at the same time. If you had already spent them, your balance goes below zero and paid work pauses until it is topped up.
• You will get an email when the tokens are removed, and Stripe's own refund receipt.

A negative token balance is not a debt: it does not create any obligation to pay us, and we will not pursue it. It only means paid features stay paused until the balance is positive again. Refunds usually reach the card in 5–10 business days; that timing is the card network's, not ours.

3. Chargebacks and disputes

If you dispute a payment with your bank or card issuer instead of asking us, the disputed share of that pack's tokens is removed from your balance as soon as the dispute reaches us, and paid features on the account may be suspended while it is reviewed. If the dispute is decided in your favour, the tokens are restored (or, where the law requires, the payment is refunded instead). If it is decided against you, the removal stands. Asking us first is faster and avoids the bank's fee. An account that disputes payments for work that was delivered, or does so repeatedly, may be closed, and any remaining balance forfeited to the extent the law allows.

4. What is not refundable

• Tokens spent on work that completed — searches that returned results, emails that were sent, reports that were delivered, drafts that were generated.
• Packs older than 14 days.
• Sign-up bonus and promotional tokens, which were never paid for. We may reduce or withdraw promotional tokens that have not been used.
• Tokens on an account that was suspended or closed for breach of the Terms.

5. Tokens are a measure, not money

Tokens have no cash value outside nqzai, cannot be transferred between accounts, and cannot be exchanged for anything but use of the service. Quoted costs are estimates; the amount actually metered for a task can differ from the quote, and the quote is not a price promise. Pack prices and token rates may change for future purchases at any time.

6. If we discontinue the service

If we stop offering nqzai altogether, the unused part of any pack bought in the previous 12 months is refunded to the original payment method. This is the one case where the 14-day window does not apply.

7. Statutory rights

Nothing here limits rights you have under the law where you live that cannot be limited by agreement. Where such a law gives you a longer or wider right of refund, that law applies to that extent and this page applies to everything else.

Contact

Questions about a payment or a refund? Email palash@nqz.ai.