Refund Policy

Last updated: August 11, 2026

1. Nature of prepaid plans

OkiGuard operates on a prepaid credit model. The “query credits” purchased by the Customer, such as 10, 20, 50, or 100 queries, are prepaid digital service credits. They are activated upon completion of purchase and remain valid for one year from the purchase date.

2. Eligible refunds

We will process a refund after confirmation in the following circumstances:

• Unused credits：The Customer has not used any query after purchasing the credits and submits the refund request within 7 days of purchase. A full refund may be issued.
• Duplicate charges / technical errors：If the same order is charged more than once due to a system error, or the query function cannot be properly provided due to an issue with our system, we will refund the affected amount in full.
• Unauthorized transactions：If the Customer can prove that the account was compromised or the transaction was unauthorized, the matter will be handled based on the investigation results.

3. Non-refundable circumstances

• Credits for which some or all query credits have been used are generally non-refundable. If only part of the credits has been used, the unused portion cannot be refunded on a pro-rata basis because the service is considered delivered once a query result is generated, and each prepaid plan already includes volume-based tiered pricing discounts.
• Credits that have been used after the 7-day period following purchase.
• Cases caused by the Customer’s own operational error, such as selecting the wrong plan, rather than by an issue with our system or service, will be handled on a case-by-case basis and are not guaranteed to qualify for a full refund.
• Unused credits that expire one year after purchase will become invalid and will not be refunded.

4. How to apply

Please submit your refund request through [email protected] and provide the order number, purchase date, and reason for the refund. We will respond with the processing result within 5 business days after receiving the request.

5. Refund method and processing time

Approved refunds will be returned to the original payment method (credit card, e-wallet, or stablecoin wallet address). The actual settlement time depends on the relevant payment provider and generally takes approximately 5–15 business days. Stablecoin refunds depend on blockchain network congestion. Different payment channels, including credit cards, e-wallets, and stablecoins, may have their own fees or minimum processing amount requirements. If fees arise, we reserve the right to decide whether they will be borne by the Customer or by us, and will explain this during case handling.

6. Dispute handling

If the Customer disagrees with the application of this Policy or the refund result, the Customer may submit an appeal through the customer service email above, and we will assign a designated person to review it. If a chargeback is submitted through the card issuer or payment platform, we reserve the right to provide transaction records and usage records as supporting evidence.

7. Policy amendments

We may amend this Policy from time to time. Amendments will be posted on this page. As a general rule, credits purchased but not fully used at the time of the amendment will remain subject to the previous version of the Policy, unless otherwise specified.

8. Contact us

If you have any questions about this Policy, please contact us through [email protected] and provide the order number, purchase date, and reason for the refund. We will respond with the processing result within 5 business daysafter receiving the request.