退款政策

可以退款的情况

1. 充值到账后 7 天内，且该笔充值的额度尚未使用，可申请全额退款，款项原路退回。
2. 因我方系统故障造成的错误扣费，经核实调用记录后，以额度形式退回，不受 7 天限制。

不予退款的情况

1. 已消耗的额度。
2. 充值到账超过 7 天的。
3. 该笔充值的额度已开始使用的（包括部分使用）。

如何申请

1. 发送邮件至 business@tokencamel.com，写明用户名、充值时间、金额，并附付款凭证。
2. 我们在 3 个工作日内回复；确认符合条件后，7 个工作日内发起原路退款，实际到账时间以支付渠道为准。
3. 对扣款有疑问时，请先联系我们，我们会根据调用记录逐笔核对。

Refund Policy

Eligible for a refund

1. Within 7 days after a top-up is credited, if none of the credits from that top-up have been used: full refund to the original payment method.
2. Charges caused by a fault in our system: credited back after we verify the usage records, with no 7-day limit.

Not eligible

1. Credits that have already been consumed.
2. Top-ups credited more than 7 days ago.
3. Top-ups whose credits have started to be used, including partial use.

How to request

1. Email business@tokencamel.com with your username, the top-up time and amount, and proof of payment.
2. We reply within 3 business days. Approved refunds are issued to the original payment method within 7 business days; arrival time depends on the payment provider.
3. If you have questions about a charge, please contact us first and we will check it against the usage records.