Refund policy
This policy says when you can get money back, how, and when you cannot. The point is for you to know in advance rather than to find out after you have paid.
1. Within the first 7 days
If you have not used any credit, we refund 100% of what you paid, less the actual bank transfer fee.
If you have used some credit, we refund the remaining balance, provided the account shows no signs of abuse (multiple accounts, shared keys, breach of section 3 of the Terms).
2. After 7 days
Credit does not expire and remains usable, but is not refundable in cash on request. We have already paid our providers in advance to hold capacity for you.
3. When the outage is our fault
We compensate with credit proportional to the downtime, not with a cash refund. The amount is based on your own account's average consumption over the preceding 7 days.
4. When we can no longer provide the service
If for reasons outside our control (a provider withdrawing, a policy change, an unrecoverable infrastructure failure) we can no longer serve you, we refund 100% of remaining credit and notify you within 24 hours of establishing that this is the case.
This is a firm commitment: we hold a reserve matching the credit our customers hold precisely so that we can honour it.
5. When we do not refund
- Accounts terminated for breaching the Terms (reselling keys, attacking the service, unlawful content).
- Credit already consumed by API calls that completed successfully.
- Refund requests for purchases made more than 7 days ago that do not fall under section 4.
6. How to request a refund
Send the request from the email address registered on the account, including your top-up reference. We reply within 2 business days and pay out within 7 business days of approval.
If you believe a call was billed incorrectly, include the request id (the
x-request-id response header). We reconcile it against our records and
correct any error — this is not subject to the 7-day window.
7. Payment disputes
Please contact us before opening a dispute with your bank. Most issues are resolved within one business day. The account is placed on hold while a dispute is open.