Refund Policy

Effective date: 23 October 2026

1. Who we are

FENRIR is an AI inference service operated by PT. Horizon Internusa Persada (Indonesia) ("we", "us", "our"). This policy explains when payments for FENRIR are refundable and how cancellation works. It forms part of our Terms of Use. You can reach us at hello@lio.id.

2. Prepaid credit is non-refundable

• Amounts paid for prepaid credit are non-refundable. Once a top-up is recorded, it is not exchanged for cash.
• Unused credit is not refundable and is not paid out when you stop using the service or close your organization.
• Credit is for use on FENRIR only. It has no cash value, is not transferable, and cannot be redeemed elsewhere.
• Referral commission is not prepaid credit. It is covered by the Referral Program Terms. Once commission is converted into credit, it is ordinary credit under this policy.

3. Usage that is not charged

No refund arises for usage we do not charge:

• Only requests that complete successfully are charged, with one exception: if you stop a streamed answer after it has started arriving, you are charged for the part you received. Requests that are refused or fail are not charged.
• Usage on a model with no price is metered but not charged.

4. Billing errors are corrected

Non-refundable does not mean we keep money we should not have. If a charge is wrong — for example a duplicate charge, or a price applied incorrectly — contact us at hello@lio.id with the request ID or invoice. We will investigate and, where the charge was incorrect, correct it. A correction may be recorded as an adjustment to your balance or returned to the original payment method. This is the correction of an error, not a refund of a valid charge.

5. Cancellation

• You may stop using FENRIR at any time.
• To close your organization, contact us at hello@lio.id, or ask your organization owner to remove your access.
• Cancelling stops future usage and future charges. It does not refund unused prepaid credit.
• Fees already incurred remain payable, as stated in the Terms of Use.
• We may suspend or terminate access as described in the Terms of Use.

6. Chargebacks

Please contact us before raising a dispute with your bank or card issuer, so we can resolve it directly. If a chargeback is filed, we may remove the disputed amount from your balance and suspend access until the dispute is resolved.

7. Changes

We may update this policy. We will publish the new version on this page with a new effective date and, for significant changes, tell account holders before the change takes effect.

8. Contact

PT. Horizon Internusa Persada, Indonesia
hello@lio.id