Router One

Refund Policy

Last updated: May 16, 2026

This Refund Policy ("Policy") applies to all purchases of credits and subscriptions made on Router One ("we", "us", "Router One"). By making a purchase, you acknowledge that you have read and agree to this Policy.

1. Overview

Router One operates on a prepaid credit model. When you purchase a Top-up, credits are added to your account balance and consumed as you make API requests to AI models routed through our platform. Because credits represent access to a digital service that begins immediately upon delivery, refund eligibility depends on how much of the credit balance has been consumed.

We aim to be fair and transparent. If you are not satisfied with Router One, we want to make things right within the limits described below.

2. Refund Eligibility

2.1 Unused Credits (Refundable)

You may request a refund of unused base credits within 14 days of the original purchase, provided that:

  • The refund request is submitted from the email associated with the paying account, and
  • The credits being refunded have not been consumed by API requests.

Refunds will be issued pro-rata based on the unused portion of the base purchase amount (excluding bonus credits and transaction fees).

2.2 Consumed Credits (Non-Refundable)

Credits that have already been consumed by API requests are non-refundable, as the service has been delivered. This includes credits consumed by:

  • Successful API responses
  • Failed responses where the upstream model provider was billed
  • Streaming requests where partial output was delivered

In the rare case of a billing error on our side (e.g. duplicate charge, credits deducted for an API request that returned a system error before any model output was generated), we will reverse the charge and restore the credits automatically. If you discover such an error, please contact us.

2.3 Bonus Credits (Non-Refundable)

Bonus credits granted as part of promotional top-up tiers (e.g. the +4%, +10%, or +15% bonus on Standard, Pro, and Business top-ups) are non-refundable and have no independent monetary value. If a base purchase is refunded, any associated bonus credits will be removed from your account.

2.4 Subscription Plans

For recurring subscription plans (where applicable), you may cancel at any time. Upon cancellation:

  • You will retain access to the service until the end of the current billing period.
  • No refund will be issued for the unused portion of the current billing period, unless required by applicable law.
  • You will not be charged for subsequent billing periods.

3. EU and UK Statutory Right of Withdrawal

If you are a consumer in the European Union or United Kingdom, you have a statutory right to withdraw from a digital service purchase within 14 days, unless the service has begun with your express consent and acknowledgment that the right of withdrawal is lost once the service is fully performed.

By purchasing credits and using the API, you expressly consent to immediate performance of the service and acknowledge that you lose your right of withdrawal for credits that have been consumed. You retain the right of withdrawal for any unused credit balance, as described in Section 2.1.

4. How to Request a Refund

To request a refund:

  1. Send an email to support@router.one from the email address associated with your Router One account.
  2. Include the order ID or transaction reference (visible in your billing dashboard or payment receipt).
  3. Briefly describe the reason for your refund request.

We will respond to refund requests within 2 business days. Approved refunds will be issued to your original payment method within 5–10 business days, depending on your bank and payment provider.

We may request additional information to verify the request or to resolve any underlying issue you experienced with the service.

5. Business and High-Volume Top-ups

For Business Top-ups ($500 and above) or other custom arrangements, refund eligibility may be governed by a separate agreement. If no separate agreement is in place, the standard policy in Section 2 applies.

6. Chargebacks and Disputes

We encourage you to contact us before initiating a chargeback with your payment provider. Most issues can be resolved quickly through direct communication.

If a chargeback is initiated, your Router One account may be suspended pending investigation. Unauthorized chargebacks (e.g. where the service was delivered as described and no refund request was made through the proper channel) may result in permanent account termination and forfeiture of remaining credits.

7. Service Issues and Downtime

If you experience a verifiable service outage or material degradation attributable to Router One (not the upstream AI model providers), we will issue service credits to your account in accordance with our Service Level Agreement. Service credits are not redeemable for cash but can be used like any other credits.

8. Fraud, Abuse, and Policy Violations

We reserve the right to refuse a refund and/or terminate accounts that:

  • Show evidence of fraudulent activity
  • Violate our Terms of Service or Acceptable Use Policy
  • Engage in repeated refund requests inconsistent with normal use of the service

9. Changes to This Policy

We may update this Policy from time to time. Any changes will be posted on this page with a revised "Last updated" date. Material changes will be communicated to active users via email at least 14 days before they take effect.

10. Contact

For questions about this Refund Policy:

This Refund Policy is incorporated by reference into our Terms of Service and should be read together with our Privacy Policy.