Refund & Credits Policy

This policy explains how OKIAS credits are purchased and consumed, when a verification is billed, and when unused credits may be refunded. It forms part of your agreement with OKIAS (SMC-PRIVATE) LIMITED and should be read with our Terms of Service.

1. Overview

2. How credits work

• Prepaid. You buy credits in advance by topping up your balance; one credit is worth $0.01.
• One price per product. Each verification consumes the number of credits listed on the pricing page for its product at the time the verification is created, and keeps that price even if the list price changes later. At the date of this version the list prices are: AI KYC 15 credits ($0.15); Manual KYC 5 credits ($0.05); and the BYOK platform fee 5 credits ($0.05). An AI KYC runs the complete flow — document verification, liveness, 1:1 face match and sanctions screening.
• Credits never expire. Your balance remains available for as long as your account is open.
• Volume bonuses. Larger top-ups earn bonus credits (the current tiers are listed on the pricing page), applied automatically at checkout.
• Free credits. Eligible new accounts receive 1,500 free credits after verifying their e-mail address (one free trial per organisation).

3. When a verification is charged

You pay only for verifications that are approved. Credits are reserved when the verification is created and consumed only if the final decision is approved — for AI KYC, Manual KYC (decided by OKIAS or by you) and the BYOK platform fee. Declines, expired sessions, errors and reviews that do not resolve to approved release the reservation back to your balance. Manual KYC verifications that you declined while the previous charge-at-submission rule applied are refunded to your balance by an auditable ledger correction. Sandbox verifications never consume credit.

4. Nature of credits

Credits are prepayment for OKIAS’s own verification service. They are not e-money, a deposit, a gift card, or stored value, and they confer no cash value except as an internal accounting unit for the Service. OKIAS does not hold customer funds in custody. Credits are non-transferable between accounts unless we agree otherwise in writing.

5. Refund eligibility for unused credits

• Refundable: paid credits that remain unused, requested within 30 days of the top-up that created them. We refund the pro-rata paid value of the unused balance.
• Deductions: refunds are net of any bonus credits attributable to the top-up and of non-recoverable payment-processor fees.
• Non-refundable: credits already consumed by approved verifications, promotional/bonus credits, and free trial credits.
• Method: approved refunds are returned to the original payment method in the original currency.

6. Other products

Sections 2 to 5 cover KYC credits. The following products are charged and refunded as described below.

• BYOK (your own AI key). OKIAS charges only the platform fee (5 credits ($0.05)), in credits and only when the verification is approved. Model usage on your key is billed to you directly by your AI provider; OKIAS does not charge, collect or refund it.
• White-label subscription. Plans are paid from a separate prepaid subscription wallet (minimum top-up $10), when a plan is bought or, if you turned auto-renew on, when it renews. Wallet money is never converted into KYC credits, and KYC credits are never used for the subscription. The self-service rules in section 5 do not apply to subscription wallet top-ups or plan charges; write to billing@okias.io and we review each request individually.
• Reseller client accounts. Approved verifications of client accounts a reseller creates are charged to the reseller’s own credit balance at the list price, under the same approval-only rule; refunds of the reseller’s unused paid credits follow section 5. OKIAS does not invoice or refund the reseller’s clients.
• Partner payouts. Partner commission is not a credit and cannot be spent on verifications. A processing fee is withheld from each payout ($1.20 for crypto; $3.50 plus 5% of the amount for bank transfer, PayPal and Wise); the minimum payout is $30. If a payout request is rejected, nothing is deducted and the amount stays in your commission balance.

7. Errors & incorrect charges

If credits are consumed for a verification that ended in a system error on our side, those credits are restored automatically. If you believe you were charged incorrectly, contact billing@okias.io within 30 days and we will investigate and correct any error.

8. Chargebacks & disputes

Please contact us before initiating a payment dispute — most issues are resolved quickly. We may suspend accounts with unresolved chargebacks or suspected payment fraud. Amounts under a signed enterprise order form or invoice arrangement are governed by that agreement rather than this self-service policy.

9. Currency & taxes

Prices are stated in US dollars and are exclusive of taxes. You are responsible for any applicable sales tax, VAT or withholding, other than taxes on OKIAS’s income.

10. How to request a refund

Email billing@okias.io from your account email with your account/organisation name and the top-up you would like refunded. We aim to review requests within a few business days and, once approved, to issue the refund promptly to your original payment method.

11. Changes

We may update this policy; the version and effective date at the top of this page reflect the current version. Changes apply to top-ups made after they take effect. A change to a list price is published on the pricing page with its effective date, with reasonable notice; a verification keeps the price it was created with.

12. Contact

• Billing & refunds: billing@okias.io
• General support: support@okias.io
• OKIAS (SMC-PRIVATE) LIMITED — Reg No. H489372 — ICN 0308002, Bahawalpur, Pakistan.