1. Refund eligibility
Unused credit purchased with actual payment is eligible for a refund. If you have used part of a top-up, you may still request a refund of its unused paid portion. Charges for services already consumed are normally non-refundable. Billing errors, duplicate charges, services not supplied and refunds required by applicable law are exceptions. Free or promotional credit is not an amount you paid and is not redeemable for cash.
The transaction seller and payment service are identified at checkout and on your receipt. Where an order is sold through Waffo Pancake as merchant of record, payment-related refunds are handled through that order and its applicable buyer terms. EastToken remains your contact for account, usage and product issues. This policy does not override mandatory consumer rights.
2. Billing and refund requests
To request a refund or report a billing problem, email support@easttokenapi.com with your account email, relevant order ID, requested amount and a brief explanation. For usage disputes, include the request ID and timestamp where available. Do not send payment card details, passwords or API keys.
We check the original payment, settled usage, pending request charges and any earlier refunds to determine the unused paid balance. Stop using the portion you wish to refund while the request is being resolved; any further valid usage changes the refundable amount. Refunds are returned to the original payment method where supported; if that is not possible, an appropriate lawful alternative must be agreed. The actual arrival time depends on the payment provider and bank; submitting a request does not mean funds have already been returned.
3. Mandatory consumer protections
Where EU/EEA or UK consumer withdrawal rights apply, a 14-day withdrawal period may apply to distance service contracts. Starting use does not automatically waive all rights. Any request for early performance, proportionate payment, or exception must meet the relevant legal conditions; merely accepting general terms is not enough.
Rights to remedies for defective or misdescribed services, cancellation or withdrawal where applicable, and other mandatory consumer protections are unaffected. Use the withdrawal method provided with the order where available, or contact support for assistance. A support request is not a waiver of legal rights and does not replace any additional withdrawal method required by law.