Refund Policy
This policy explains refunds and cancellations for Nib, operated by Secret Key LLC. It forms part of the Terms of Service.
1. Prepaid service
Nib is prepaid. Subscriptions are paid in advance at the start of each period, and top-up credits are purchased in advance. Credits are service credits, not deposits.
2. First subscription
You may request a refund of your first subscription within 14 days of purchase. The refund is reduced by the value of any credits consumed, at the rate published at the time of purchase. If no credits have been consumed, the full amount is refunded.
3. Renewals
Renewal charges are non-refundable once the new period has started. Cancel before the renewal date to avoid the next charge. You can cancel from the dashboard or by email; cancellation takes effect at the end of the current period and service continues until then.
4. Top-up credits
Top-up purchases are refundable only if none of the purchased credits have been used, and only within 14 days of purchase. Once any portion has been consumed, the purchase is non-refundable.
5. Longer billing periods
If a plan spanning more than one month is purchased (for example, an annual plan offered at checkout), it follows the same 14-day first-subscription rule. After that window, the remaining term is non-refundable, but you may cancel auto-renewal at any time.
6. Service failure
If a sustained outage on our side prevents you from using the service for more than 72 consecutive hours, contact us. We will extend your period or refund the unused portion, at your choice.
7. How to request
Email [email protected] from the address on the account, and include:
- The account email.
- The invoice or transaction identifier, if available.
- What you are asking for: a refund, a cancellation, or both.
We may ask for additional information to verify account ownership. Refunds go back to the original payment method and the party that made the payment.
8. Timing
We process approved refunds within 5 business days. The time for funds to appear depends on the payment provider and your bank, typically 5–10 business days.
9. Chargebacks
If you believe a charge is wrong, contact us first. A chargeback filed before contacting us may result in account suspension while the dispute is investigated. Verified errors are corrected directly, which is usually faster than a card-issuer process.
10. Abuse
Refunds are not available for accounts suspended for violating the Terms of Service, including resale of raw API access or credential sharing.