This Refund and Dispute Policy forms part of the Terms of Service. It explains what you are buying, when we refund it, and how to raise a dispute.
1. What you are buying
A paid retrieval is a single digital service, delivered the moment the API operation succeeds and the encrypted item is returned to you. Storage is free. There is no subscription, no recurring charge, no auto-renewal, and nothing to cancel. Prices are quoted in USDC, a U.S. dollar-denominated stablecoin, are exclusive of taxes, and exclude blockchain network fees charged by third parties.
2. Immediate performance
By submitting a payment you request immediate performance and acknowledge that the service is fully delivered as soon as the operation succeeds, at which point it cannot be returned or undone. The retrieved item is deleted from our systems at that moment and cannot be re-delivered.
3. When we refund
We refund a settled payment when the payment succeeded but the requested operation did not deliver because of a verified service error on our side. Examples include a settled payment followed by a server error, or a settled payment where the item was consumed by our systems without being returned to you.
We do not refund where the operation succeeded and the item was delivered; where the pointer had already been retrieved or had expired before you paid; where you lost the encryption key, so the delivered ciphertext is unreadable to you; where a request was rejected before payment settled, in which case there is no charge to refund; or where the loss is a blockchain network fee, which we never receive.
4. How to request one
Email support@slidingbox.ai with the transaction hash, the payer wallet address, the approximate timestamp, and the pointer prefix if you have it. Do not send encryption keys or private wallet keys.
We acknowledge refund requests within two business days and aim to resolve them within ten business days of receiving the information we need. If a request takes longer, we will tell you why and give a revised date. Approved refunds are returned in USDC to the originating payer wallet address, normally within five business days of approval. We do not refund to a different address than the one that paid, because that address is the only payer identity we can verify.
5. Disputes and why there are no chargebacks
Payments settle in stablecoin on a public blockchain. Blockchain transactions are generally irreversible, and there is no card network, issuer, or acquirer behind them, so the card-style chargeback process does not exist and cannot be initiated against us. This policy is the dispute mechanism in its place, and we commit to the timelines in section 4.
If a payment settles but the requested operation is not delivered because of a verified service error, contact support@slidingbox.ai. We will review the transaction and provide an appropriate remedy where technically and legally feasible. If we cannot resolve a dispute this way, section 16 of the Terms of Service sets out the informal-resolution period and the courts that apply.