Refund Policy

This page explains RouteMux's refund rules, how refund amounts are calculated, and how to submit a request.

It is an explanatory summary of Section 9 of the Terms of Service. If anything on this page differs from Section 9, Section 9 prevails.

Unused purchased Credit can be refunded. There is no time window - as long as the Credit has not been used, you can request a refund at any time.

Refunds are handled per top-up: each top-up is settled separately. You can refund a single top-up, and you can request a partial refund.

Credit that has already been consumed. Credit spent on model calls is not returned.

Bonus Credit not granted as part of a top-up. Signup bonuses, referral rewards, campaign grants, redemption codes and compensation grants take no part in refund settlement - they are neither converted to cash and returned to you, nor clawed back when you request a refund.

Credit frozen for breach of the Terms of Service or abuse of the Service.

If a top-up granted bonus Credit in addition to purchased Credit (for example a volume bonus or a promo-code bonus), the Credit issued for that top-up is the sum of the two, and refunds are settled at a single effective unit price:

Effective unit price = amount actually paid for that top-up / total Credit issued (purchased + bonus)

The key point: refund settlement does not distinguish whether the Credit you used came from the purchased portion or the bonus portion. Bonus Credit is spent first when you make calls, but that does not make your refund larger or smaller - use the same amount of Credit and you get the same refund.

Refundable amount = amount paid - (Credit consumed x effective unit price) - amounts already refunded Amount returned = refundable amount - refund processing fee

Once a refund is executed, all remaining purchased and bonus Credit from that top-up is set to zero. Bonus Credit that expired without ever being used does not count as "consumed" and does not reduce your refundable amount.

For example: you top up USD 100 and receive 10 bonus Credit, so 110 Credit is issued in total and the effective unit price is approximately USD 0.9091 per Credit.

Case 1, nothing used - refundable USD 100.00; fee 100.00 x 5% + 0.30 = USD 5.30; amount returned USD 94.70. All 110 Credit from that top-up is set to zero.

Case 2, 10 Credit used - value of Credit used 10 x 0.9091 = USD 9.09; refundable 100.00 - 9.09 = USD 90.91; fee 90.91 x 5% + 0.30 = USD 4.85; amount returned USD 86.06. The remaining 100 Credit from that top-up is set to zero.

In Case 2 the result is identical whether those 10 Credit were taken from the bonus portion or the purchased portion.

Each refund is subject to a fee of 5% of the refunded amount plus USD 0.30.

Why we charge it: payment providers do not return the original transaction fee when a payment is refunded. The processing cost incurred when you topped up has already been paid and is not given back, so we bear it; the fee covers that cost.

The minimum amount for a single refund is USD 1.

The fee may change as payment-channel costs change. Any change will be published on this page 30 days in advance and applies only to top-ups completed after it takes effect - top-ups you have already completed are settled at the rate published at the time of that top-up.

Email [email protected] from the email address your account is registered with.

Please include: the top-up you want refunded (you can find it on the billing page in the console), the reason for the request, and whether you want a full or partial refund.

We review every request manually. Once approved, the refund is calculated under the rules on this page and submitted.

Refunds are returned to your original payment method and cannot be sent to a different account.

Arrival time depends on the payment channel and the banking network, and is typically 3-10 bank business days.

I used the bonus Credit first - is my refund calculated differently? No. Bonus Credit is indeed spent first, but refunds are settled at a single effective unit price regardless of which portion you used. Use the same amount of Credit and the refund is the same.

Can I refund only part of a top-up? Yes. Partial refunds follow the same rules, and repeated refunds can never exceed in total the amount you actually paid for that top-up.

Does a refund give back my promo-code slot? No. A refund does not restore the redemption slot of any promo code used for that top-up, nor first-top-up discount eligibility consumed by it.

Does expired bonus Credit affect my refund? No. Bonus Credit that expired without ever being used does not count as "consumed" and does not reduce your refundable amount.

Can I still get a refund after deleting my account? Yes. When an account is deleted or the Service is terminated, unused purchased Credit is handled under the rules on this page.

Refunds and support: [email protected]

Business and copyright complaints: [email protected]