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 settled across your entire account: all your top-ups, usage and past refunds are counted together, rather than each top-up being settled separately. You can request a refund of the full refundable amount, or of only part of it.

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

Bonus Credit itself. Bonuses granted with a top-up, first-top-up discounts, signup bonuses, referral rewards, campaign grants, redemption codes, compensation grants and the like cannot be converted to cash and returned to you; when you request a refund, these bonuses are clawed back as described in the next section.

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

When you request a refund, all bonus Credit you have previously received is clawed back: the portion you have already used is deducted from the refundable amount at USD 1 per Credit, and the portion not yet used is simply set to zero. If you obtained Credit below face value (for example through a first-top-up discount), the difference below face value is likewise treated as a bonus.

Refundable amount = total amount paid - total Credit consumed (including bonus Credit, at USD 1 per Credit) - total amount already refunded Amount returned = refundable amount - refund processing fee

The key point: bonus Credit is spent first when you make calls, but that does not make your refund larger or smaller - the refund depends only on how much you have paid in total and how much you have used in total.

The refundable amount is returned to the payment method you used to top up (for cryptocurrency top-ups, see “Refunds for cryptocurrency top-ups” below); where several top-ups are involved, the amount is returned top-up by top-up, starting with the most recent, and the amount returned for any one top-up never exceeds the amount paid for it. Once a refund is executed, the remaining Credit in your account is set to zero; if you request only part of the refundable amount, the part not refunded stays in your account as an equal amount of Credit. 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.

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 in your account is set to zero.

Case 2, 30 Credit used - refundable 100.00 - 30.00 = USD 70.00; fee 70.00 x 5% + 0.30 = USD 3.80; amount returned USD 66.20. The remaining 80 Credit in your account is set to zero.

Case 3, before this top-up you had also topped up USD 50 and received 5 bonus Credit (55 Credit issued in total), and have used all of it; from this USD 100 top-up you have used 30 Credit - total paid USD 150.00, total Credit consumed 85, refundable 150.00 - 85.00 = USD 65.00; fee 65.00 x 5% + 0.30 = USD 3.55; amount returned USD 61.45. Even though the bonus Credit from that earlier top-up has already been used up, it is still deducted on refund.

Scope of application: the rules on this page apply to all refund requests made after this version is published, regardless of when your top-ups were completed.

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.

For top-ups made by bank card, e-wallet, or similar payment methods, 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.

Refunds for cryptocurrency top-ups are handled differently. See the next section, “Refunds for cryptocurrency top-ups”.

Please read this section in full before topping up with cryptocurrency. Cryptocurrency top-ups cannot be refunded through the original payment method. Refunds require manual processing and are typically completed within 5-10 business days.

We will transfer the refund in USDT at a rate of 1 USDT = 1 US dollar. Please include the receiving wallet address and network (for example, TRC20) in your refund request email.

The refund processing fee still applies (see “Refund processing fee” above). On-chain network fees are deducted from the refund amount. For such a top-up, the amount paid is the amount we actually received.

On-chain transfers cannot be reversed once sent. We cannot recover funds lost due to an incorrect address or network. Please check these details carefully before submitting them.

I used the bonus Credit first - is my refund calculated differently? No. The refund depends only on how much you have paid in total and how much you have used in total, not on which portion you used. Use the same amount of Credit and the refund is the same.

Can I refund only part of it? Yes. Partial refunds follow the same rules; the part not refunded stays in your account as an equal amount of Credit, and repeated refunds can never exceed the refundable amount in total.

The bonus Credit from an earlier top-up was used up long ago - will it still be deducted when I request a refund? Yes. Bonus Credit can only be used to pay for usage; it cannot be turned into cash. On a refund, bonus Credit you have already used is deducted from the refundable amount at USD 1 per Credit.

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.

What if I underpay a cryptocurrency top-up? Please pay the full amount shown at checkout. If you underpay, pay the remaining balance before the payment window closes. Your top-up will be credited automatically once the full amount has been paid. If the payment window closes before you have paid the remaining balance, please contact [email protected] for assistance.

Refunds and support: [email protected]

Business and copyright complaints: [email protected]