Legal
Refunds
Service credit, never cash — and exactly which situations qualify.
Last updated 9 September 2026
The remedy is service credit. There is no cash path out.
Paying money out would make us a money transmitter, and money transmitters must collect identity. Not having that path is what keeps this accountless. It is a trade, and this is the side of it.
What we credit back#
- Our error. A request billed twice, priced against the wrong model, or charged after a failure that produced nothing usable. Credited automatically where detected, on request otherwise.
- A failure before output. An upstream that dies before the first byte is not billed at all. If output had barely started — under 50 tokens — the charge is written off.
- A wrong-chain deposit, where recovery is technically possible. Recovery costs are deducted. Where the funds are unrecoverable, they are unrecoverable; we will say so rather than leave a ticket open.
What we do not credit back#
- Spend you did not intend — a loop, a runaway agent, a prompt larger than you meant. The tools to bound this exist before the fact: per-key limits and budgets.
- Output quality. We deliver what the model produced; we do not grade it.
- A change of mind about an unspent balance. Credit does not expire, so there is no deadline to be rescued from.
How to ask#
Contact support with the receipt id from x-onerouter-receipt. That id resolves to the exact route decision and charge, which is usually enough to settle the question in one message.