Refund Policy
Last updated on February 27, 2026
Aquin operates on a usage-based credit model. You are only charged for GPU compute time consumed by training jobs you run. We do not offer blanket refunds on consumed credits, but we do review requests for credits lost due to platform-side failures.
refund eligibility
What Qualifies for a Refund
We will review refund or credit reimbursement requests in the following circumstances:
- A training job fails due to a confirmed platform or infrastructure error on our side and credits were consumed
- You were charged for a training job that never started due to a platform bug
- A billing error resulted in an incorrect charge through Dodo Payments
- Duplicate charges occurred for the same credit purchase
Eligible requests must be submitted within 7 days of the charge or failed job. We may request supporting information such as your job ID, account email, and a description of the issue.
What Does NOT Qualify for a Refund
The following are not eligible for refunds:
- Credits consumed by training jobs that completed successfully, regardless of the model output quality
- Dissatisfaction with trained model performance or accuracy
- Jobs that failed due to issues with your dataset (incorrect format, corrupted files, etc.)
- Jobs that failed due to incompatible base model selection or configuration errors on your side
- Unused credits remaining in your account at the time of account closure
- Requests submitted more than 7 days after the charge or failed job
how to request a refund
1. Email our support team
Send your refund request to aquin@aquin.app within 7 days of the charge or failed job.
2. Include the following information
- Account email: The email address associated with your Aquin account
- Training job ID: Found in your dashboard under job history
- Date and time: When the charge or failure occurred
- Description: A clear explanation of what went wrong
- Screenshots or logs: Any error messages or relevant information from your dashboard
Note: The more detail you provide, the faster we can review and resolve your request.
refund processing
Review Process
Our team will review your request and verify the issue against our platform logs. We may follow up for additional information. Refunds are approved at our discretion based on whether the issue is confirmed to be a platform-side error.
Processing Time
Approved refunds will be processed within 5-7 business days and credited back to your original payment method via Dodo Payments. You will receive email confirmation once the refund has been initiated.
In cases where a credit reimbursement is more appropriate than a monetary refund, we may restore the consumed credits directly to your account balance.
free credits
All new Aquin accounts receive free compute credits so you can run your first training jobs and evaluate the platform before purchasing additional credits. We encourage you to use these free credits to test your dataset and workflow before committing to a larger credit purchase.
need help before requesting a refund?
Many issues can be resolved without a refund. If your training job is failing or producing unexpected results, our support team can help you diagnose dataset formatting issues, configuration problems, or base model compatibility before you spend more credits.
Reach out at aquin@aquin.app and we'll help you get your training job running correctly.
contact information
For refund requests or support:
Email: aquin@aquin.app
Secondary Email: aquin.explore@gmail.com
Important: Refund requests must be submitted within 7 days of the charge or failed job. Requests submitted after this window will not be eligible for processing.
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