Refund Policy

1. Wallet credits are prepaid

Credits you add to your ProRouter wallet are prepaid balance used to pay for paid-model inference. Because credits are consumed on demand, unused balance is generally non-refundable once added — except in the situations below.

2. When we do refund

• Duplicate or accidental charge — you were charged twice for the same top-up, or charged an amount you did not authorise.
• Failed top-up — money left your account but the credit never arrived, and we cannot trace and credit it.
• Platform error — a billing defect on our side caused an incorrect deduction that we cannot reverse through the ledger.
• Unused balance on closure — where required by applicable law, or at our discretion for a substantial unused balance.
• Statutory rights — where consumer law in your jurisdiction grants a cancellation or refund right that we cannot exclude.

3. When we cannot refund

• Credits already spent on inference, including tokens consumed by requests that later returned an error upstream.
• Free-model usage, which is not charged in the first place.
• Plan subscription periods already elapsed.
• Accounts terminated for breach of the terms of service.

4. How to request a refund

Email billing@prorouter.com from the address on your account, and include your invoice number (visible in Wallet → payments) and the reason for the request. We aim to acknowledge within 2 business days and to resolve within 7 business days.

5. How refunds are issued

Approved refunds are returned to the original payment method through the same gateway that processed the payment. Bank and gateway timelines typically mean the money appears within 5–10 business days. Where a gateway refund is not possible, we may credit your wallet instead with your agreement.

6. Incorrect charges

Every wallet movement is an immutable ledger entry with a reference, and each API response reports its own cost. If you believe a deduction is wrong, check Wallet and Activity first — if it still looks incorrect, contact us with the request id shown on the response and we will investigate.

7. Chargebacks

Please contact us before raising a chargeback — we can usually resolve billing issues faster directly. Accounts with an open chargeback may have API access suspended until the dispute is resolved.