Cancellation and refund policy
Prepaid token orders and failed generation refunds
Khmer Vox TTS sells prepaid digital token packs for Khmer speech generation. Orders can be cancelled before payment approval. After tokens are credited, refund requests are reviewed case by case because the service is digital and usage can begin immediately.
Refunds may be approved
- Duplicate payment for the same order.
- Wrong payment amount where the order cannot be fulfilled.
- Successful payment that was not credited after admin verification.
- Platform-side technical failure before meaningful token use.
- Failed audio generation where tokens were charged but no audio output was produced.
Refunds are normally not approved
- Tokens already consumed by successful audio generation.
- Customer mistake after meaningful use of the token pack.
- Fraud, payment abuse, API abuse, or voice-clone misuse.
- Customer network issues, integration errors, or leaked API keys.
Cancellation Rules
A customer may cancel an unpaid pending order from the billing page. If the customer already paid, they should not cancel. They should upload the ABA receipt and contact support with the order ID so admin can match the payment.
Approved orders are credited once. Duplicate receipt submissions, fake receipts, and mismatched payment amounts may be rejected.
How to Request Review
- Contact support within 7 calendar days from payment date.
- Include account email, order ID, payment amount, payment date, and ABA receipt.
- Admin checks the order, bank notice, usage history, and token transaction.
- Approved refunds are handled through the original payment channel where possible.
Last updated: June 2, 2026