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 and any Payment Partner used for a transaction. Transaction-specific terms may also apply. Mandatory consumer rights always apply.

1. Key Rules

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. Consumed usage is charged even if its output contains errors or does not achieve your goal. Charges are for actual metered work, not a guaranteed result. Refunds remain subject to mandatory rights, the applicable Payment Partner terms and correction of demonstrable metering errors.
3. Promotional Usage Units are not cash and are never refundable. They generally expire 30 days after grant unless another period is displayed.
4. Refunds for unused purchased Usage Units are limited, subject to this Policy, the applicable transaction terms, and law. A refund request must be submitted within 14 days of purchase, and no portion of the relevant package may have been consumed. If any portion was consumed, the purchase is generally non-refundable, except where law requires otherwise or a verified technical defect justifies a partial adjustment.
5. No prorated subscription refunds for unused time unless required by law or expressly approved because of a verified material product defect.

2. 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 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 subscriptions, Usage Units, service delivery, and account adjustments. If there is a conflict, mandatory law controls first, followed by the transaction terms within the Payment Partner’s 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.

3. 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.

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.

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.

4. 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 package of unused purchased Usage Units may be eligible for refund when:

• the request is made within 14 calendar days after purchase;
• none of the Units from that package have been consumed;
• the request is not abusive, duplicative, fraudulent, or connected to a chargeback; and
• Live Future approves the refund, the applicable Payment Partner approves it where that partner controls the transaction, or applicable law requires it.

If Units have been consumed, the consumed portion and associated service fee are non-refundable. We may, in our discretion, offer an account adjustment for a demonstrable metering error or verified material defect.

5. 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.

6. 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.

7. 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 and may become non-refundable once delivered or consumed.

8. 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.

Usage is charged for the model, tool, generation or other metered work actually consumed, not for achieving your intended result. Consumed usage may remain billable when an output is inaccurate, contains errors, is incomplete or unusable, or when a later workflow stage fails. A preflight block before submission is not consumed provider usage. A temporary reservation is not a final charge; unused reservations are released under the applicable metering rules. A rejected submission or a recorded duplicate does not by itself justify another charge. Where provider consumption or settlement is uncertain, the charge requires reconciliation rather than an assumed successful invoice. Demonstrable metering errors remain subject to correction, and mandatory rights and the applicable Payment Partner refund terms always apply.

Where supported and configured for your Box, you may use your own provider account and credentials instead of DPanel-managed model access. DPanel supports a user-owned OpenRouter key through its native BYOK settings. Calls routed directly through your own provider credentials are billed by that provider under its terms; they do not also become DPanel-managed model usage merely because DPanel coordinates the workflow. Your DPanel plan, hosting and any separately selected managed tools or media may still have their own charges. An upstream Hermes installation in a Customer Environment may also support your own Nous Portal account through its native authentication, subject to installed-version compatibility. This is distinct from DPanel BYOK settings and is not a promise that a managed DPanel Box exposes a Nous account connection. Verify the actual selected route before running; switching a model name alone does not establish who bills it.

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.

Report a metering or billing issue within 30 days after it appears. Include the account email, transaction or session details, date, model or workflow, and the specific amount disputed.

9. 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 control the transaction, or request that the applicable Payment Partner execute an approved 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 refund actual consumed usage. This does not restrict remedies for faulty, misdescribed or unfit services, statutory withdrawal rights, or the applicable Payment Partner refund terms.

10. Statutory Withdrawal and Consumer Rights

Some jurisdictions provide withdrawal, cooling-off, or refund rights. For immediately supplied digital services or content, the law may permit those rights to end after the consumer expressly requests immediate performance and acknowledges the consequence. The applicable seller or Payment Partner may administer transaction-specific withdrawal or refund rights according to its role.

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

11. Chargebacks and Unauthorized Charges

Contact us and, where applicable, the Payment Partner 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.

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.

12. How to Request Cancellation or Refund

• 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 a Paddle transaction, you may also request cancellation or a refund through Paddle Buyer Support, under the Paddle Buyer Terms and Paddle Refund Policy.
• Request a refund by emailing [email protected] with the purchase email, transaction identifier, date, amount, and reason, or by using the transaction-specific refund path identified by the applicable seller or Payment Partner.

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.

13. 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.

14. Contact

Live Future Inc. Email: [email protected]