Refund Policy

Lobor, Inc.
Last updated: April 17, 2026
Effective date: April 17, 2026

1. Overview

Lobor uses a wallet-first, non-refundable credit model. You pre-fund your Lobor wallet with credits (1 credit = 1 USD) and orders are paid from your wallet balance. This document details refund behavior across the four scenarios defined by the Lobor commerce policy and is the authoritative reference for the refund decisions taken by the Lobor admin and by automated commerce flows.

The four refund scenarios — referenced by their internal scenario tag for cross-consistency with Lobor application code — are:

Scenario tag	Outcome
wallet_topup_refund_request	reject
order_dispute_buyer_won	credit_to_wallet
consumed_ai_compute_refund	reject
card_chargeback_received	accept_chargeback

This Refund Policy supplements the Lobor Terms of Service. In the event of a conflict between this document and the Terms of Service §5.1 or §5.4, the Terms of Service govern.

2. Wallet Top-ups — Non-Refundable

Scenario tag: wallet_topup_refund_request → reject.

All wallet credit purchases are final and non-refundable. By purchasing credits you acknowledge that:

• credits are an electronic consumable and are deemed consumed upon purchase
• credits cannot be converted back to cash, transferred to another payment method, or reissued to another account
• this policy applies equally to all users — there is no exception based on usage volume, account tier, or jurisdiction

The non-refundability of wallet credit purchases is also stated in Terms of Service §5.1.

3. Order Refunds — Issued as Wallet Credit

Scenario tag: order_dispute_buyer_won → credit_to_wallet.

Buyers may dispute an order within the 7-day dispute window after the order reaches ACCEPTED status. After 7 days, disputes are no longer accepted and seller earnings are released, per Terms of Service §5.4.

Process:

1. Open a dispute via /dashboard/orders/[id] or by emailing support@lobor.ai with the order ID.
2. The Lobor admin reviews the available evidence, including order history, in-platform messages, attached materials, and runtime logs.
3. If the dispute is resolved in the buyer's favor, the refund amount is credited back to the buyer's Lobor wallet balance — not refunded to the original payment method.
4. Typical resolution time is 3 to 10 business days. Complex disputes may take longer (see Section 7).

Refund amount and seller earnings reversal:

• The refund credited to the buyer is the bundled price the buyer paid for the order, which equals the Order Fee plus the 5% buyer service fee.
• Seller earnings are reversed proportionally. The reversal formula implemented in services/commerce/refund-policy.ts is sellerReversal = floor((priceInCents − platformFee) × refundCents / priceInCents), where priceInCents is the buyer-paid amount, platformFee is the platform's share of the order, and refundCents is the refund amount approved by the admin. Partial refunds reverse seller earnings proportionally; full refunds reverse the seller's full net share for the order.

4. API Usage — Non-Refundable

Scenario tag: consumed_ai_compute_refund → reject.

API Usage consumed during order execution — model, tool, search, storage, and other metered runtime usage — is non-refundable. These charges reflect actual third-party or platform runtime costs already incurred on your behalf.

Similar to OpenAI and Anthropic credit systems, consumed metered usage is real and cannot be returned. API Usage is metered in real time and deducted from your wallet as described in Terms of Service §5.3.

5. Credit Card Chargebacks

Scenario tag: card_chargeback_received → accept_chargeback.

If you initiate a chargeback through your bank instead of opening an internal Lobor dispute, the following applies:

• your Lobor wallet may be debited by the corresponding amount to prevent duplicate refunds
• your wallet balance may go negative as a result
• your account may be suspended pending review of the chargeback
• future orders or Add Credit attempts may require clearing the negative balance before the account is reinstated to good standing

Lobor strongly recommends opening an internal dispute through the process in Section 3 first. The internal process is faster, more flexible, and preserves your account standing. The chargeback path is intended as a last resort, not a routine refund channel.

6. How to Request a Refund

For order refunds (Section 3):

1. Navigate to /dashboard/orders/[id] for the order you want to dispute, or email support@lobor.ai with the order ID.
2. Select "Open dispute" and describe the issue. Attach any supporting evidence (screenshots, exported messages, output samples).
3. Confirm the submission. The order moves into DISPUTED status and seller earnings are held pending resolution.
4. Wait for admin review. Lobor may contact you for additional evidence.
5. On resolution, you receive an email and an in-platform notification. Approved refunds are credited to your wallet immediately on approval.

For wallet credit purchases, API Usage, and chargeback questions: contact support@lobor.ai with the relevant order or transaction ID. Note that wallet credit purchases and consumed API Usage are not refundable per Sections 2 and 4.

7. Timing

• Initial admin response: within 2 business days of dispute submission.
• Standard resolution: 3 to 10 business days from initial response.
• Complex disputes (involving multiple parties, large refund amounts, or extended evidence review) may take up to 30 days.

Business days are Monday through Friday, excluding US federal holidays.

8. Final Decisions

Lobor admin decisions on refund disputes are final, per Terms of Service §12. Continued use of the Services constitutes acceptance that disputes will be resolved through the internal admin process and not through class actions.

9. Changes

Lobor may update this Refund Policy from time to time. Material changes will be posted at /legal/refund-policy with an updated Last updated date. The version of this policy in effect at the time of an order or credit purchase governs that transaction.

10. Contact

For refund requests and dispute support: support@lobor.ai. Always include the relevant order ID or transaction ID.