Refund Policy
We sell prepaid API credit. If something goes wrong, write to a human and we will sort it. The full rules are below — short and direct, because most disputes resolve in one email.
§ 01The default rule
Unused credit is refundable on request, within 14 days of the original top-up purchase. Email [email protected] from the email address on the account, tell us how much to refund, and we will instruct our payment processor (Dodo Payments, our Merchant of Record) to send the funds back to the original payment method. Refunds typically settle within five to ten working days depending on your bank.
After 14 days, credit becomes non-refundable but stays usable on your account indefinitely while the account is active.
§ 02Consumed credit
Tokens you have already spent are not refundable. We pay the upstream provider for those tokens at the moment your request runs; that money is gone whether you liked the output or not. Language-model outputs can disappoint — please run a small test before committing to large batches.
Two exceptions where we will refund consumed credit:
- Service failure on our side (5xx errors, broken streaming, model returning garbage that's clearly our routing bug rather than a model limitation) — we refund the affected calls, automatically where we can detect them, on request otherwise.
- Erroneous billing (we charged you twice, or charged the wrong model's price) — we refund and apologise.
§ 03Free starter credit
The $5 free credit issued at signup is not refundable in cash — it never existed as money you paid us. If your free credit is exhausted by abuse on someone else's part (e.g. a leaked key) we will issue replacement free credit, once per account, after we've rotated your key.
§ 04EU consumer cancellation right
If you are an EU consumer (not buying in the course of business), you have a 14-day right of withdrawal under Directive 2011/83/EU on consumer rights.
Because the API service starts immediately on top-up and is delivered digitally, by purchasing credit you expressly agree that performance begins during the withdrawal period and you acknowledge that this results in the loss of your right of withdrawal only with respect to credit you have already consumed. Unused credit remains refundable within the 14-day window regardless.
§ 05Account closure
If you close your account at any time, we refund all unused credit regardless of how long ago you topped up. This is on purpose — we do not want to keep your money if you no longer want the service. Email us to close.
§ 06Merchant of Record
Your billing relationship for the payment itself is with Dodo Payments, who acts as Merchant of Record. Dodo handles VAT, sales tax, and global tax compliance, and appears as the seller on your card statement. We instruct Dodo to issue refunds to your original payment method on your behalf — you do not need to contact Dodo directly for refunds; one email to us is enough.
§ 07How to request a refund
Email [email protected] from the address on the account. Include:
- your API key prefix (first 12 characters, starts with
dg_); - the amount you want refunded, or "all unused credit";
- a sentence on why, if you feel like sharing — it helps us improve.
We respond within two working days and process the refund within five working days of approval. Refunds go back to the original payment method.
§ 08Chargebacks
Please email us before filing a chargeback with your card issuer. Chargebacks cost both sides money and time, and almost every dispute we see could have been resolved in one email. Filing a chargeback for consumed tokens, or in bad faith, will result in account suspension and may be challenged.
Effective 2026-04-22 · Version 1.0 · [email protected]