Refund Policy

Prepaid Balance Model

Obsidian operates on a prepaid balance model. You add credit to your account using Visa or Mastercard, and this balance is consumed as you use GPU resources. There are no subscriptions, recurring charges, or minimum commitments.

When Refunds Apply

Refunds may be issued in the following circumstances:

• Service outages. If a platform outage prevented you from using a running vault, write to us and we will review it and credit the affected time back to your Obsidian balance where the outage is confirmed.
• Billing errors. If you were charged incorrectly due to a system error, the overcharge will be refunded in full.
• Unused balance on voluntary closure. If you choose to close your account with remaining balance, you may request a refund of the unused prepaid credit.

When Refunds Do Not Apply

Refunds are generally not available for:

• Consumed compute time. GPU time that has been used is non-refundable. Billing is per-minute and charges reflect actual resource consumption.
• Vaults left running. If you forget to pause or destroy a vault, the GPU time consumed is billable. We recommend setting auto-destroy timers to prevent unintended charges.
• Data loss from vault destruction. Vault destruction is permanent and irreversible by design. We cannot recover data or refund charges related to destroyed vaults.
• Balance on for-cause termination. If we suspend or terminate your account for cause — a breach of our Terms of Service, including its Acceptable Use rules — any unused prepaid balance is not refundable and may be forfeited, to the extent permitted by applicable law. This does not affect refunds owed for verified service outages or billing errors.

How to Request a Refund

To request a refund, contact us at support@obsidian.expert with your account email and a description of the issue. We aim to respond within 2 business days and resolve refund requests within 5 business days.

Refund Method

Approved refunds of a payment, including unused balance, are issued to the Visa or Mastercard card used for the payment. Refunds usually appear on your statement within 5–10 business days, depending on your card issuer.

UK/EU Statutory Withdrawal Right

If you are a consumer in the UK or EU, you ordinarily have a 14-day statutory right to withdraw from an online purchase without giving a reason. Obsidian's prepaid balance is digital content and GPU compute time that is supplied and consumed immediately once you top up and start a vault. By adding credit and starting a vault, you expressly request that supply begin immediately and you acknowledge that you lose the 14-day withdrawal right for the compute time already consumed once that performance has begun, as permitted under the Consumer Contracts Regulations 2013 (UK) and the equivalent EU Consumer Rights Directive digital-content exception. Any unused, unconsumed balance remains refundable as described above.