Refund policy
Draft — under review. Operator details and legal provisions require review before final publication.
Not charged
A model failure before settlement releases the payment authorization. An error with charged: false is not a refund request: no charge was taken. charged: null is unresolved and must not cause a second signature.
Refunds owed
On some networks, and for async video jobs, the payment settles before the model runs; if the model then fails, a refund is owed. The payment can be marked refund_due. Refunds are sent by an operator. Eligibility and processing targets beyond these recorded obligations: {{REFUND_REVIEW_POLICY}}.
How to request help
Send an X DM to @synallabs with the payment ID, wallet address and relevant error. Do not post these details publicly. We never ask for a seed phrase or private key. Never send a payment signature. Do not make another payment to recover an unknown settlement.
Confirmation
Console shows Refund sent only after the refund transaction is recorded. The receipt and transaction hash identify the transfer; chain visibility and confirmation may depend on the network. No instant arrival or fixed timing guarantee is made.
Operator
Responsible operator: {{LEGAL_ENTITY}}. Effective date: {{EFFECTIVE_DATE}}.