# Refunds and support

> What can be refunded, what cannot, and how to raise a billing issue.

_Source: https://aiprimetech.io/docs/billing/refunds/ · Home > Docs > Billing_


## Refundable

- A duplicate charge.
- A failed top-up where credits were never delivered.
- A documented service fault that prevented use of a plan for a material part of its window.


## Not refundable

- Credits already spent on completed API calls — the tokens were generated and paid upstream.
- A plan window that has elapsed while unused.
- Output quality not matching expectations. Test with a small top-up or the shortest plan before committing.

> The shortest plan exists precisely so you can evaluate the service for a small amount before buying a longer window.


## Raising an issue

Email [support@claudeapikey.dev](mailto:support@claudeapikey.dev) with the account email, approximate date and time, amount and payment method. Do not include your API key or full card number.

For a technical fault rather than a billing one, include the endpoint, model id, status code and error body — see [Troubleshooting](/docs/guides/troubleshooting/).

- [Refund policy](https://aiprimetech.io/refund) — Full terms
- [FAQ](https://aiprimetech.io/docs/resources/faq/) — Common questions


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