1. How to request a review
Email yt.feng@foxmail.com with your tokvilo account email, transaction or bank reference, purchase date, amount and reason. Include request IDs for API issues. Do not send passwords, API keys or full card details. We reply within 24 hours.
We review duplicate payments, successful payments without usage delivery, undelivered software services and potentially incorrect charges. Keep the original transaction and request IDs while the result is being checked.
2. Online purchases
Purchases processed by Paddle are subject to Paddle's refund policy and the buyer terms shown at checkout. You may also contact paddle.net directly for payment or refund assistance. Non-waivable rights under applicable law take precedence.
We assess requests for unused usage against the amount actually paid, service delivery, consumption and applicable rights. Eligibility and amounts depend on the transaction review, Paddle's processing and applicable law; this page does not promise that every purchase is refundable or non-refundable.
Approved refunds return through the original payment method, and the corresponding service usage is removed. Posting time depends on the payment provider. Refunded usage cannot continue to be used; support will review consumption or other billing discrepancies.
Payment provider refund policy ↗Payment provider buyer support ↗
3. Enterprise bank transfers
Bank transfer services, allocations and instructions are confirmed by email. BO reviews refund requests against the funds received, delivery, usage, agreed terms and applicable law. If approved, we confirm the return arrangements by email and adjust the corresponding service usage.
4. Reserved usage & unconfirmed requests
Reserved API usage is not another cash payment. Requests settle against confirmed usage, with releasable excess returned to the account. A network interruption or uncertain result may leave a reservation pending reconciliation. Releasing a reservation and refunding a payment are separate processes.