dpanel.ai Refund, Cancellation and Usage Units Policy

This Policy is part of the dpanel.ai Terms of Service and applies to subscriptions, prepaid metered usage units, top-ups, auto-refill, promotional grants, refunds, and payment disputes for dpanel.ai products provided by Live Future Inc.

The checkout, order form, invoice, or receipt identifies the seller of each transaction. Where the seller is a merchant of record such as Paddle, that seller's refund policy governs the transaction (see Section 2). Mandatory consumer rights always apply.

1. Key Rules

For purchases processed by Paddle, Paddle's refund policy governs — see Section 2. The rules below apply to sales made directly by Live Future and to how Usage Units work inside the Service.

1. You may cancel a subscription at any time to stop future renewals. Cancellation normally takes effect at the end of the current paid billing period.
2. Usage Units are metered service entitlements. A model call, tool call, judging round, agent action, hosted runtime usage, or other metered service is considered delivered when processed or made available. For direct sales by Live Future, consumed Usage Units are non-refundable except where law requires otherwise; for purchases processed by Paddle, refund requests are reviewed by Paddle under its refund policy.
3. Promotional Usage Units are not cash. They are granted free of charge, are never purchased, and are not refundable. They generally expire 30 days after grant unless another period is displayed.
4. Refunds for purchased Usage Units. For purchases processed by Paddle, request a refund within 14 days and Paddle will review it case-by-case (Section 2). For direct sales by Live Future, a refund request should be submitted within 14 days of purchase; packages from which no Units have been consumed are eligible, and partially consumed packages are reviewed for the unconsumed portion where law requires or a verified technical defect justifies an adjustment.
5. Subscription refunds. For purchases processed by Paddle, Paddle reviews refund requests case-by-case under its refund policy. For direct sales by Live Future, prorated refunds for unused time are not provided unless required by law or approved because of a verified material product defect.

2. Purchases Processed by Paddle

Live Future uses Paddle as a merchant of record. Where Paddle is identified at checkout, on the order confirmation, or on your receipt, Paddle is the seller of that transaction.

For every purchase processed by Paddle:

• Paddle's Refund Policy governs the transaction and prevails over any other provision of this Policy for that purchase.
• You may request a refund of any Paddle-processed transaction within 14 days of purchase. Paddle reviews every request case-by-case.
• Request a refund through the link on your Paddle receipt, through Paddle's buyer support at paddle.net, or by contacting us at [email protected] — we will route the request to Paddle.
• Paddle honors the statutory withdrawal, cooling-off, and consumer rights that apply in your country.
• Nothing in this Policy adds conditions, qualifiers, or exceptions to your refund rights for purchases processed by Paddle.

3. Payment Partners and Transaction Channels

Live Future may use one or more non-exclusive payment processors, resellers, merchants of record, billing providers, banks, or other transaction providers (“Payment Partners”). The applicable checkout, order form, invoice, or receipt identifies the seller, Payment Partner, cancellation path, and transaction-specific terms.

Where a Payment Partner is the merchant of record or controls collection, settlement, tax administration, statutory withdrawal processing, refund execution, fraud review, or chargeback handling, its applicable terms and procedures govern those transaction functions. This Policy continues to govern DPanel service delivery, Usage Unit mechanics, and account adjustments. If there is a conflict, mandatory law controls first, followed by the merchant of record's or Payment Partner's terms within its role, and then this Policy.

Live Future may add, replace, or discontinue Payment Partners and may use different transaction channels by product, region, currency, customer type, or payment method. No Payment Partner is exclusive or guaranteed to remain available.

4. Subscriptions

Subscriptions automatically renew at the price and frequency shown at checkout until canceled. You may cancel at any time before renewal. Access ordinarily continues through the end of the current paid period.

For direct sales by Live Future, cancellation does not retroactively refund a charge already processed and does not refund unused time, unused subscription allowance, or Usage Units already consumed, except where required by law. For purchases processed by Paddle, refund requests for processed charges are reviewed by Paddle under its refund policy.

Downgrades generally take effect at the next renewal unless the Service states otherwise. Upgrades, proration, rollover, included allowances, and expiration are governed by the plan details displayed in the Service.

5. Prepaid Usage Units and Top-Ups

Purchased Usage Units are non-transferable service entitlements and are not money, stored value, a deposit, or a cash balance. They can be used only for eligible DPanel services.

A refund for purchased Usage Units may be approved when:

• the applicable merchant of record (for example, Paddle) approves it under its refund policy;
• for direct sales by Live Future — the request is made within 14 calendar days after purchase, no Units from that package have been consumed, and the request is not abusive, duplicative, fraudulent, or connected to a chargeback; or
• applicable law requires it.

For direct sales by Live Future, if Units have been consumed, the consumed portion and associated service fee are non-refundable, and we may, in our discretion, offer an account adjustment for a demonstrable metering error or verified material defect. For purchases processed by Paddle, consumption is a factor Paddle may weigh in its case-by-case review, not an automatic bar.

6. Promotional and Referral Grants

Free, referral, early-access, goodwill, testing, and promotional Units:

• have no cash value;
• are not purchased, transferable, sellable, or withdrawable;
• are not refundable or replaceable;
• expire 30 days after grant unless another period is displayed; and
• may be revoked or corrected for fraud, abuse, duplicate accounts, mistake, inactivity, or program changes.

7. Subscription Allowances and Rollover

A subscription allowance is available only during the applicable billing period. Unused allowance expires at the end of the period unless the plan expressly displays a rollover feature. Any rollover is limited to the amount and duration displayed for the plan and may be consumed before or after other buckets according to the Service’s published spending order.

8. Auto-Refill

Auto-refill is optional and requires separate affirmative activation. When enabled, you authorize the applicable Payment Partner or other payment method identified in the auto-refill control to charge the selected package when your balance falls below the threshold you set.

You may disable auto-refill before the next refill is initiated. A refill already initiated is treated like a top-up under this Policy and, for purchases processed by Paddle, under Paddle's refund policy.

9. Metering and Pricing

Usage charges may include underlying provider cost plus a DPanel service fee. Provider prices and model behavior may change. Multi-agent workflows, model battles, evaluations, retries, tool calls, and judging can generate multiple billable calls.

The price displayed in the Service is intended to reflect the billed price or estimated rate. Final charges are based on actual metering records, subject to correction for demonstrable error.

Please report a metering or billing issue promptly — ideally within 30 days of it appearing — so we can investigate while records are fresh. Include the account email, transaction or session details, date, model or workflow, and the specific amount disputed. This request does not limit your refund rights, including your rights for purchases processed by Paddle.

10. Technical Defects and Service Failures

Contact support promptly if a persistent technical defect materially prevents access to the paid features described at purchase. We may investigate, provide a workaround, restore service, issue an account adjustment, approve a refund where we are the seller, or ask the applicable merchant of record to process a refund.

Temporary outages, third-party model errors, provider unavailability, output quality, agent mistakes, Customer Environment failures, unsupported configurations, or inability to achieve a desired business result do not automatically qualify for a refund, although the applicable merchant of record may still approve a refund request in its review.

11. Statutory Withdrawal and Consumer Rights

Some jurisdictions provide withdrawal, cooling-off, or refund rights. Those rights are honored. The seller of your transaction — Paddle for Paddle-processed purchases, otherwise Live Future — administers the statutory rights that apply to your purchase and your country.

Nothing in this Policy limits a right that cannot lawfully be waived.

12. Chargebacks and Unauthorized Charges

Contact us and, where applicable, the seller shown on the transaction before initiating a chargeback so the matter can be investigated. Nothing prevents you from disputing a genuinely unauthorized or incorrect charge. For purchases processed by Paddle, Paddle's fraud review and chargeback procedures apply.

A chargeback involving a valid purchase after services or Units were consumed may result in temporary suspension, reversal of remaining Units, collection of unpaid amounts, and termination, subject to investigation and law. Fraudulent chargebacks and repeated abuse may be reported to the applicable Payment Partner, payment networks, financial institutions, or authorities.

13. How to Request Cancellation or Refund

• Purchases processed by Paddle: use the refund link on your Paddle receipt or Paddle's buyer support at paddle.net — or email [email protected] and we will route the request to Paddle.
• Cancel subscriptions through the cancellation path shown in your DPanel account, at checkout, on your receipt, or in the applicable Payment Partner’s transaction portal.
• For direct sales by Live Future, request a refund by emailing [email protected] with the purchase email, transaction identifier, date, amount, and reason.

Approved refunds are normally returned through the original payment method. Processing time depends on the applicable Payment Partner, payment network, financial institution, currency conversion, and applicable law.

14. Changes

We may update this Policy for future purchases. A change will not reduce mandatory rights or retroactively change a refund right that had already accrued.

15. Contact

Live Future Inc. Email: [email protected]