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Refund Policy

Last updated: September 25, 2026 (refund terms effective September 7, 2026)

This Refund Policy ("Policy") applies to purchases of credits and any separately offered 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, and because we prepay upstream model costs and payment-channel fees for every top-up, a completed top-up is treated as final.

We recommend starting with a small top-up and increasing the amount once you have confirmed the service fits your needs. If you run into a billing error or a service issue, contact us as described in Section 4 and we will make things right within the limits described below.

2. Refund Eligibility

2.1 Purchased Credits (Non-Refundable)

As of September 7, 2026, purchased credits are non-refundable once they have been added to your balance, whether or not they have been consumed and regardless of when the top-up was completed. We no longer offer change-of-mind refunds, i.e. refunds requested without a billing error on our side. The only exceptions are:

  • A billing error on our side (see Section 2.2), in which case we reverse the charge and restore the credits, and
  • Cases where applicable law requires a refund (for example the EU and UK statutory right of withdrawal described in Section 3).

This applies to every balance on the platform, including credits from top-ups completed before September 7, 2026. The 14-day unused-credit refund window offered under earlier versions of this Policy has been withdrawn and can no longer be used for any top-up, whenever it was made.

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 on top of a purchase as part of a promotion (e.g. a first top-up bonus or a tiered top-up bonus) are non-refundable and have no independent monetary value. Bonus credits can be spent on API usage only; they cannot be applied to subscription plan purchases, which are paid from base wallet balance or by card. The checkout page is the source of truth for whatever promotion is currently running. If a base purchase is refunded under one of the exceptions in Section 2.1, 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. If you are a consumer in the EU or UK and the statutory right of withdrawal still applies to an unused balance, contact us within 14 days of purchase as described in Section 4 and we will handle the request as the law requires.

4. How to Request a Refund or Dispute a Charge

If you believe one of the exceptions in Section 2.1 applies (a billing error on our side or a statutory right), contact us as follows:

  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

Service credits apply only under an annual enterprise agreement that includes a written SLA: a verifiable outage or material degradation attributable to Router One (not the upstream AI model providers) is credited according to that agreement's credit schedule, and the credits are not redeemable for cash but can be used like any other credits. Self-serve pay-as-you-go and subscription accounts have no contractual SLA or credit schedule.

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. Changes are posted on this page with a revised "Last updated" date and apply from the effective date stated at the top of the page. Unless a change says otherwise, it applies to every balance on the platform, including credits purchased before its effective date. We notify active users of material changes by email. Nothing in this section limits any right that applicable law gives you.

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.