Billing & Top-ups
Top-ups and refunds
Xisu AI top-ups and refunds: test with 10 yuan first to check speed, stability and model quality; what to do if a top-up is not credited; low-balance alerts; no refunds for non-platform reasons, refunds after verification for swapped models or double charges.
Try it with 10 yuan first
If this is your first time, we recommend starting with the 10-yuan package: run your own real requests through it and check whether the speed, stability and model quality meet your needs. If you're happy, then buy a larger package.
To check that you are getting the genuine model, follow How to confirm you are getting the real model — the test takes a few minutes.
Topping up
Place an order under Billing in the console; the balance lands automatically once payment completes.
Payment succeeded but the balance didn't move? Don't pay again. Wait a few minutes and refresh. If it still hasn't landed, open a ticket with the order number — every grant is recorded on our side, and support can see which step it is stuck at.
We tell you when the balance runs low
When the balance drops below a threshold, the console raises a notification telling you to top up.
⚠️ Once the balance reaches zero, new requests are refused. We don't offer credit lines or post-payment (the reasoning is in How billing works), so watch for that notification, or keep a margin sized to your usage.
Refund rules
No refunds for reasons not caused by the platform — for example, buying more than you need, no longer wanting the service, problems in your own business or code, network problems where you are, or being unhappy with what a model can do. Costs already incurred are not refundable — that service was delivered. This is why we suggest testing with 10 yuan first.
These are the platform's responsibility, and we will refund them:
- Model substitution: you called model A but got a different model back (for example, another vendor's model or a smaller model passed off as it). Provide evidence — such as the full output of the test script, plus the
request_idand time of the calls involved. Once we have verified it, we refund the affected charges; in serious cases you can ask for a refund of the unconsumed paid balance in your account. - Double charges or billing errors: once verified, we refund the overcharged amount.
- The platform shutting down: we refund the unconsumed paid balance in your account at that time.
Promotional grants and coupon discounts don't take part in refunds.
The process: open a ticket explaining why and attach your evidence → support verifies it and confirms the refundable amount → it is returned by the original payment route. The number support gives you in the ticket is the one that counts.
Once the refund completes, the corresponding balance is deducted from the account. If that pushes the balance negative — because calls happened while the refund was in flight, say — later calls return account_overdrawn. Topping up will not fix that; reply in the same ticket.