Frequently asked questions — for EU procurement teams
Straight answers to the five questions that come up before an EU B2B buyer signs: how invoicing works, where your data sits, how long onboarding takes, what's refundable, and which entity you're contracting with.
Do you support EUR invoicing via IBAN transfer?
Every Stripe charge produces a EUR VAT invoice with our EU VAT ID and your VAT ID pre-filled — Stripe Tax calculates the correct VAT treatment (intra-community reverse charge, domestic VAT, or zero-rated) automatically. The full invoice history is available as a downloadable PDF on /invoices.
Above €5,000/month we move buyers to a purchase-order / net-30 setup with B2B wire transfer available on request. Reach out via /contact for the PO/net-30 terms template and we'll have it on your desk within one business day.
Where is our data processed and does it stay in the EU?
Your account and billing metadata — email, billing details, API key metadata, usage ledger — is stored in EU-hosted PostgreSQL and never leaves the EU. The only cross-border hop is the prompt content itself: when you call the API, the prompt is forwarded to the upstream model provider in China (DeepSeek, ByteDance, Alibaba). We can't avoid that — the model runs where its provider operates.
That transfer is governed by EU Standard Contractual Clauses Module 2 (Controller → Processor) with the UK Addendum incorporated for UK GDPR transfers. The full flow diagram and sub-processor list are on /trust, and the full DPA text is on /legal/dpa.
How long does procurement vendor onboarding take?
Realistic timeline for a typical EU B2B buyer:
Day 1 — self-serve signup via /signup; account and API key live in minutes.
Day 1–2 — Article 28 DPA on file; review and sign via /legal/dpa.
Day 3–5 — vendor security questionnaire answers available on /trust (sub-processors, residence, breach SLA, audit rights, retention).
Day 5–10 — internal IT / security review and vendor risk approval.
Day 10+ — first purchase via /buy; wallet top-up with EUR VAT invoice.
For teams above €5k/month we also map the SSO / SAML 2.0 + OIDC, audit log with CSV export, and custom DPA terms roadmap items — see the Enterprise roadmap card on /enterprise.
What are your refund and cancellation terms?
EU consumers and SMBs have a 14-day right of withdrawal for unused credits under Directive 2011/83/EU — claim it by emailing billing within 14 days of purchase with your invoice reference. Credits already consumed are non-refundable because the underlying cost (API tokens billed by DeepSeek / Doubao / Qwen) has already been incurred.
Cancellation is straightforward: stop topping up. Starter and Growth credit packs have no fixed commitment — you stop buying when you stop needing tokens. Monthly subscription tiers (Enterprise plan) cancel at the end of the current billing cycle and do not auto-renew. Full policy on /refund-policy; monthly tier terms on /pricing.
Can we verify TokenBridge as an EU entity before signing?
Yes. TokenBridge is operated by Polsia OÜ, a private limited company registered in Estonia (EU). The full registry code, legal address, and VAT ID are reflected on every invoice — the same legal entity slug is what Stripe Tax populates onto the VAT invoice your AP team receives.
Edge cases that need a human — VAT reverse-charge treatment for a non-EU counterparty, a cross-border DPA addendum scoped to a specific Member State, an audit-rights scope clarification, or naming your dedicated DPO contact — go straight to /contact. We reply within one business day.
Your VAT ID is collected at signup so every charge is billed correctly the first time.