# Refund Policy

Last updated: 2026-07-10

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> KeepRouter sells prepaid, pay-as-you-go API credits in USD. Our online reseller **Paddle.com is the Merchant of Record** for all orders and handles payment, customer service and refunds. To request a refund, email **support@keeprouter.com** with your account email and your Paddle order/transaction id. **Unused credit is refundable within 14 days of purchase**; credit you have already consumed is non-refundable. Approved refunds are returned by Paddle to your original payment method, and we deduct the corresponding credit from your balance. Duplicate or erroneous charges are refunded in full. This policy does not override mandatory consumer rights under applicable law.

## 1. Scope

This Refund Policy is part of the [Terms of Service](/terms) and applies together with Sections 4 and 5 thereof. The Service sells USD credits on a **prepaid, pay-as-you-go** basis; credits are deducted according to each model's published rate and actual call usage (input, output, cache or per-request charges), with no fixed monthly subscription.

## 2. Merchant of Record

> Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

The payee shown on your statement is **Paddle**. As Merchant of Record, Paddle handles the actual collection and **execution of refunds**, which are returned to the **original payment method** you used. Your payment is also subject to the [Paddle Checkout Buyer Terms](https://www.paddle.com/legal/checkout-buyer-terms).

## 3. What is refundable

3.1 **Unused credit:** Within **14 days** of a top-up, you may request a refund of the credit in your account that **has not been consumed**. Once an approved refund is executed, we will **claw back an equivalent amount of credit** from your account.

3.2 **Consumed credit:** Credit already used for API calls and deducted from your balance is **non-refundable**, since the service has been delivered.

3.3 **Duplicate or erroneous charges:** Duplicate or erroneous charges caused by a system or payment error are **refunded in full** once verified.

3.4 **Trial / promotional credit:** System-granted trial or promotional credit is **non-refundable, non-withdrawable and non-transferable**.

3.5 **Taxes & fees:** Taxes already charged and third-party payment processing fees (if any) are handled per Paddle's policy.

## 4. How to request a refund

Email **support@keeprouter.com** with:

- your account sign-in email;
- your Paddle order / transaction id (found in the receipt email Paddle sent you);
- the reason for the refund (optional).

We will respond within **5 business days** and verify the credit status; once approved, Paddle executes the refund. Time to receive funds depends on your card issuer / payment method, typically **5–10 business days**.

## 5. Subscriptions & cancellation

The Service uses **one-time prepaid top-ups with no auto-renewal or recurring subscription**, so there is nothing to "cancel". You may stop using the Service at any time and request a refund of unused credit under Section 3.1.

## 6. Chargebacks

If you have a question about a charge, please **contact support@keeprouter.com first** — we can usually resolve it quickly. Filing a chargeback directly without first contacting us may result in account suspension and trigger a claw-back of the corresponding credit; see Section 5 of the [Terms of Service](/terms).

## 7. Statutory consumer rights

This policy does not affect the mandatory consumer rights granted to you by applicable law. For example, eligible EU/UK consumers have a 14-day right of withdrawal (per the Paddle Buyer Terms); however, by law, **once digital content/services have begun to be provided with your consent (i.e. credit begins to be consumed), that right of withdrawal may no longer apply**.

## 8. Contact

For refund or billing questions, contact: **support@keeprouter.com**.