What can be refunded
Credit you have added but not yet spent is refundable. There is no subscription to cancel and no minimum term, so a refund here means one thing: returning the unused balance sitting on your account.
Usage that has already happened is not. Once a request has been served the model has run and the cost has been settled against your balance, and that is the point at which the money has been spent rather than held.
- Unused credit. Refundable, on request.
- Requests already served, not refundable, whether or not the output was useful.
- Requests that failed, never charged in the first place, so there is nothing to refund.
If you were charged for something that did not run, or charged twice for one request, that is a billing error rather than a refund. Tell us and we will correct it. Corrections are not limited by anything in this policy and are not treated as a refund of unused credit.
How to ask for one
Contact us. Refunds are not automatic and there is no button in the dashboard that issues one. A refund moves money back to a payment method, so a person checks it first.
Write from the email address on the account, tell us how much you want returned, and say whether you want the account closed afterwards. If the whole balance is going back, say so, and we will return it as it stands at the moment we process it.
The intake route is not fixed. Until it is, the contact form is the address of record.
- Whether a dedicated billing address exists, or the general contact form is it
- What we require to confirm a request came from the account holder
- Whether an organisation account can nominate someone other than the owner
How long it takes
Up to seven days from the day we accept the request. Most are quicker. Seven days is the outside figure we hold ourselves to, and it covers our side of the work: reviewing the request, deducting the balance, and sending the money back to the method it came from.
Your bank or card issuer may take longer than that to show it. That part is outside our control and is not counted inside the seven days, so a refund sent on day five can appear on a statement some days after that.
The credit leaves your balance when we process the refund, not when it lands. From that moment the account can no longer spend it, so requests sent against a balance you have asked us to return will fail rather than quietly eat into it.
What comes off the amount
Payment processing fees are deducted from the refund. When you add credit, the payment processor takes a fee on that transaction, and the fee is not returned to us when the payment is reversed, so refunding the full amount you paid would mean paying the fee a second time.
You are refunded the unused credit, less the processing fee attributable to it. We will tell you both figures before we send anything, so you can decide whether to go ahead or leave the credit where it is and spend it instead. Credit that stays on the account keeps its full value. The fee is only ever lost on the way back out.
The mechanics of the deduction are not settled, and the figures depend on the processor.
- The processor fee schedule, and whether it is a percentage, a fixed amount, or both
- How the fee is apportioned when only part of a top-up is being returned
- What happens when the fee is worth more than the balance being returned
- Which currency you are refunded in, and who bears any conversion loss
- Whether a minimum refundable amount applies
Closing your account
You can ask for a refund without closing your account, and close your account without asking for a refund. They are separate requests, and telling us both at once is the easiest way to have them handled together.
Terms leaves this open, and this document does not close it on its own.
- Whether unused credit survives account closure, and for how long
- Whether credit expires while an account is open
- What notice we give before either applies
If you dispute a charge
Come to us first. A dispute raised with your bank is slower than an email to us, costs both sides a fee, and usually suspends the account while it is open. If the charge was our mistake, we would rather simply fix it.
Nothing in this policy affects a statutory right you hold as a consumer in your own country. Where the law gives you a stronger right than this document does, the law applies.
This section states an intention, not a procedure.
- How an account is treated while a dispute is open
- Which consumer protection regimes apply, and to which customers
- Whether a statutory cooling-off period overrides the fee deduction above