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-Pvt) Ltd and should be read with our Terms of Service.
1. Overview
Credits are prepaid and cost $0.15 each. One full KYC uses one credit. Credits never expire, an error is never charged, and unused paid credits are refundable as set out below.
2. How credits work
- Prepaid. You buy credits in advance by topping up your balance.
- One credit = one full KYC. A single credit runs the complete flow — document verification, liveness, 1:1 face match and sanctions screening — at $0.15 per credit.
- Credits never expire. Your balance remains available for as long as your account is open.
- Volume bonuses. Larger top-ups earn bonus credits (for example +2%, +5% and +10% at higher tiers), applied automatically at checkout.
- Free credits. New accounts start with 100 free credits to trial the Service.
3. When a verification is charged
You pay only for verifications that are approved. A credit is reserved when the verification is created and is consumed only if the decision is approved; declines, errors and reviews that do not resolve to approved release the reservation back to your balance. Sandbox verifications never consume credit.
| Outcome | Billing | Why |
|---|---|---|
| Approved | Charged — 1 credit | The only outcome that consumes a credit. |
| Declined | Never charged | The reserved credit is released back to your balance. |
| Manual review | Charged only if approved | The credit stays reserved until a reviewer decides. Approved consumes it once; declined releases it. |
| Error | Never charged | If our system fails to complete the check, the credit is never consumed. |
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
Unused paid credits are refundable within 30 days of the top-up that purchased them, minus any bonus and non-recoverable processor fees. Consumed credits and bonus credits are non-refundable.
- 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 signup credits.
- Method: approved refunds are returned to the original payment method in the original currency.
6. Errors & incorrect charges
If a credit is consumed for a verification that ended in a system error on our side, that credit is restored automatically. If you believe you were charged incorrectly, contact billing@okias.io within 30 days and we will investigate and correct any error.
7. 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.
8. 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.
9. 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.
10. 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.
11. Contact
- Billing & refunds: billing@okias.io
- General support: support@okias.io
- OKIAS (SMC-Pvt) Ltd — Reg No. H489273 — ICN 0308002, Bahawalpur, Pakistan.