Refund Policy

1. General rule

AtmoRouter is a prepaid, metered AI inference service. Payments add service credit that is drawn down as usage is processed. Payments, promotional credits and unused prepaid balances are not redeemable for cash or refundable, except for verified errors described below or where applicable law requires a refund.

Stopping use, closing an account, changing your mind or switching services does not by itself create a refund entitlement. This Policy supplements the Terms of Service and does not override mandatory consumer rights.

2. Completed and interrupted usage

Charges for correctly metered usage are final, subject to verified billing errors or applicable law. Dissatisfaction with an answer, model quality, latency or an application’s configuration does not by itself make processed usage refundable.

A request that fails before output is not charged. An interrupted or partial response can be charged for usage already processed. A temporary balance reservation is not a separate final charge: it is reconciled when the request settles. Do not assume that cancelling a request makes all processed tokens free.

3. Errors we will investigate

Contact us if you believe there was a duplicate payment, a confirmed payment that was not credited, a duplicate usage charge, a charge inconsistent with the request’s billing record, or another verifiable error.

We will investigate the payment and usage records. If an error is confirmed, we will make the appropriate correction, which may be a missing balance credit, reversal of an incorrect charge or refund of an erroneous payment, depending on the error, payment method and applicable law. Correctly processed usage and unrelated transactions are not automatically refundable.

4. Payment methods and transfer mistakes

Use only the payment method, asset, address, amount and network displayed in the AtmoRouter payment flow. A pending or expired invoice is not proof of a completed payment. If funds were debited but the account was not credited, retain the payment reference and contact us for review.

Cryptocurrency transfers can be irreversible. A wrong address, unsupported asset or wrong network may prevent recovery. We cannot promise to recover or reimburse a transfer we did not receive or cannot access. Payment-provider processing times and charges may affect a correction or refund where one is due.

5. Requesting a review

Email [email protected] as soon as reasonably possible with:

• Your AtmoRouter account email and a brief description of the issue.
• The date, amount and currency of the payment or disputed charge.
• The payment or transaction reference, and the asset and network for a cryptocurrency transfer.
• The request ID and relevant Usage receipt for an inference charge, if available.

Never send your password, full API key, private wallet key or seed phrase. Redact unrelated information in screenshots. We may request additional evidence needed to verify the issue. Review and processing time depends on the case and the payment method; do not rely on an automatic refund deadline.

6. Reversed, unauthorized or disputed payments

We may investigate suspected fraud, a reversed payment or a chargeback and restrict related access while records are reconciled. Contact us if you believe a restriction is mistaken.

Contacting support can help resolve a billing issue, but this Policy does not prevent a lawful payment dispute, a regulator complaint or another remedy you are entitled to use.

7. Mandatory rights and policy updates

Nothing here excludes a refund, cancellation right or other remedy that cannot lawfully be excluded. Where applicable law conflicts with this Policy, that law takes precedence to the extent of the conflict.

We may update this Policy and will change the updated date. Updates do not remove rights protected for an earlier transaction. Account data used to review a case is handled under the Privacy Policy.

8. Contact

For a billing review or a question about refunds, contact [email protected]. The FAQ also explains common balance, payment and request-status questions.