NNyquest docs

Refunds and Disputes

Things go sideways sometimes. Here's how refunds and Stripe disputes are handled at Nyquest.

The TL;DR

  • Unspent funds: refundable on request, generally within 7 days of funding
  • Spent funds (legitimate usage): not refundable
  • Spent funds (suspected fraud / unauthorized charges): refunded after investigation
  • Stripe chargebacks: handled per Stripe's process; we cooperate with the dispute review

How to request a refund

The easiest path:

  1. Go to /help/live-support
  2. Open a session with topic "Refund request"
  3. Tell us the amount and the reason

A human reviews refunds case-by-case; there's no self-service refund button currently. We try to respond within 24 hours.

What's typically refundable

  • You funded but never used the wallet (within ~7 days of funding) — full refund, easy
  • Service was broken when you tried to use it — refunded for the unusable usage period
  • Test funding by mistake ("oops, I meant $5 not $50") — refunded for the mistake amount, no questions
  • Account compromised + unauthorized usage — refunded after we verify the compromise

What's typically not refundable

  • Wallet balance you spent on chat/agent runs that completed normally — usage already happened, model providers were paid
  • Old funding (90+ days) that was used over time — pricing was clear, refund window has lapsed
  • Refund requests after a Stripe chargeback — the chargeback process supersedes the refund process

Stripe chargebacks

If you dispute a charge with your bank/card issuer instead of asking us first, that's a chargeback. Stripe notifies us, we have a window to respond with evidence (your usage logs, account history, etc.).

Outcomes:

  • Bank rules in your favour: funds return to you, our wallet shows negative balance until cleared, account is reviewed
  • Bank rules in our favour: original charge stands, account stays normal
  • Bank settles partial: split per their decision

We always prefer you ask for a refund first. Chargebacks cost both parties time and Stripe fees. A polite refund request via /help/live-support typically gets handled in 24 hours; a chargeback takes 30+ days through the bank.

Suspected fraud / unauthorized charges

If you see a charge from Nyquest you didn't make:

  1. Don't chargeback yet — open /help/live-support immediately
  2. We'll verify the charge against the account it's tied to
  3. If it's truly fraudulent (someone else used your card), we refund and disable the affected account
  4. We'll work with you on next steps (rotating Stripe customer ID, account recovery, etc.)

Speed matters here — the sooner we hear from you, the easier the cleanup.

Account closure with funds remaining

You can close your account at Settings → Danger Zone → Delete Account.

Request your refund before you delete. There is no automatic refund on deletion. If you still have unspent wallet balance:

  • Deletion is blocked while a balance remains. You'll get a message telling you the exact amount and asking you to email legal@nyquest.ai for a refund first.
  • The only way past that block is to confirm you are permanently waiving the balance. If you choose that, the money is gone — it is not refunded afterwards.
  • Account data (conversations, projects, artifacts, memories, API keys) and every file you generated in the Studios (images, audio, music, video) are deleted immediately — there is no 24-hour grace period and no export once it's done
  • Email is freed up so you (or anyone) can re-register with it later

If you want to retain account data but stop paying: just don't fund the wallet. The account stays free-tier indefinitely.

Tax and invoices

Nyquest doesn't collect VAT/sales tax for individual users in most jurisdictions. Stripe Checkout shows whatever applies in your region.

If you need an invoice for business / tax purposes:

  1. /help/live-support → "Invoice request"
  2. Provide your business details (name, address, tax ID if applicable)
  3. We email you a PDF invoice for the requested funding event(s)

Where to next