Refund policy

Money you add to your balance can’t be refunded or withdrawn, except when we’ve made a billing error or where the law requires a refund. Unused balance stays in your account; see inactive accounts in the Terms for the one exception.

• Failed requests aren’t charged. If a request fails, the hold on your balance is released in full.
• Interrupted requests are charged only for what was used. If you stop a response or the connection drops, you pay for your input and the output generated up to that point, not for the full response.
• Estimates are corrected automatically. When a provider doesn’t report a request’s exact cost straight away, we charge an estimate and correct it within 24 hours. You don’t need to ask.

If you think a charge is wrong, message us on Session within 30 days of the request. Include:

• your support key, from Settings
• the request id, from the Usage page
• what you expected to be charged, and why

We’ll look into it, and if we find a billing error, we’ll correct it, usually by crediting your balance. The same applies to a top-up that confirmed on the blockchain but didn’t reach your balance: send us your support key and the transaction hash.

Never send your account key or API keys. We’ll never ask for them.

Apart from refunds the law requires, we decide whether to grant a refund. When we do:

• we send it to a crypto address you give us, in the same coin you paid with where possible
• network fees are deducted from the amount we send
• since balances are in US dollars, we convert the refunded amount at the exchange rate when we send it

Check the address carefully. Crypto sent to a wrong address can’t be recovered.

Questions about a charge or a refund? Message us on Session or see Help & contact.