Billing
This policy took effect on August 20, 2026. By completing a top-up, you are deemed to have read and agreed to this policy. Model API usage is prepaid and charged according to actual tokens or calls. Paid top-up credit does not expire; balance and usage records are available in Token Console.
When you can request a refund
Within 14 days after a top-up is credited to your account, you may request a refund of unused paid credit. Using part of the credit does not prevent a request for the remaining paid credit. We determine the refundable amount from the amount paid for the order and the available account balance when you apply. A refund will not exceed the amount actually paid for that order.
Non-refundable credit
- Credit already consumed by API usage is non-refundable.
- Free credit from registration, promotions, referrals, or top-up bonuses cannot be redeemed for cash.
- Requests made more than 14 days after the top-up is credited are not accepted, except where applicable law provides otherwise.
- If an account is suspended or terminated for violating the Terms of Use, its remaining balance will not be refunded.
How to apply
Email support@51cowork.com from your registered email address with “Refund” in the subject. Include the order or payment reference, top-up date and amount, and a brief reason. We will review and respond within 5 business days of receiving your request.
Receiving a refund
Approved refunds are normally sent to the original payment method. If that channel does not support a refund, we will review the case manually and arrange another method. Arrival time depends on the payment provider or bank. For an order with a VAT invoice, the invoice must first be returned or adjusted with a red-letter invoice before we issue the refund.
Payment disputes
If you believe a charge is incorrect or unauthorized, contact support@51cowork.com first. We will review the usage records and explain the result. If you raise a dispute or complaint directly with the payment provider without contacting us first, we may suspend the account and freeze its remaining credit until the dispute is resolved.
Service outages
If a 51cowork service failure prevents you from using purchased credit, contact support@51cowork.com. After reviewing the actual impact, we may grant replacement credit or take other appropriate action.
Policy updates
We may update this policy and will show the last updated date at the top of the page. Continuing to use the service after an update means you accept the updated policy. The partial-refund rule added on October 8, 2026 applies to requests that were still open on that date; closed cases are not automatically reopened.
Contact us
For refund questions, email support@51cowork.com.