Refund Policy

You may request a refund within 14 calendar days of your first paid top-up. Relay balance is digital and usable immediately, so a refund revokes the unused balance from that order; balance already consumed is generally non-refundable. If the order's balance has been substantially used, the request goes to a risk review, during which parts of your account may be restricted, and we may decline it except where law requires otherwise.

If you are charged twice or balance do not arrive after a successful payment, email [email protected] with your order or invoice number. Once verified, we will issue the missing balance or correct the account. Returning money through Waffo can only be initiated within 14 days of the original payment; see section 1.

One-time recharge tiers may be refunded within 14 calendar days of purchase. A refund revokes the unused balance from that pack; balance already consumed are generally non-refundable except where required by law.

Duplicate charges, incorrect plan charges, unauthorized payments, or a failure to deliver purchased balance will be investigated promptly. When confirmed, we will correct the account or issue the missing balance. A refund to the original payment method can only be initiated within 14 days of the original payment, which is a Waffo platform limit. recharge charges are not handled by Waffo's refund-ticket system: if a recharge is charged in error, we will cancel it and correct the account.

Relay balance are digital service balance that can be used immediately for gateway-metered AI workloads. Consumed balance are generally non-refundable except where required by law. An approved refund is calculated on the unused balance. Payment-channel fees (charged by Waffo Pancake) are not returned, so the amount you receive may be lower than the amount paid.

Please contact support before initiating a chargeback so we can review the transaction, usage records, request IDs, invoices, and account activity. If a chargeback is opened, we may suspend the account, preserve relevant logs, and provide usage and delivery records to the payment processor or merchant of record (Waffo Pancake).

Email [email protected] from the address connected to your Relay account. Include the purchase date, plan or pack name, Waffo order or invoice number, and a short explanation. Do not send card numbers or passwords.

We aim to acknowledge and respond to refund requests within 5 business days. Approved refunds are returned through Waffo to the original payment method: WeChat Pay is immediate, and card refunds usually arrive within 3–10 business days, no later than 14 business days. A refund appears on your statement as a separate credit rather than a reversal of the original charge.

We may deny requests involving abuse, fraud, repeated refunds, or usage that violates our Terms or Acceptable Use Policy. Nothing in this policy limits non-waivable consumer cancellation, refund, or remedy rights that apply under local law.