Refunds when it never worked.

If your account works and tokens landed, the top-up is spent as you use it and cannot be cashed out. If it never worked from the start, we fix it — or refund it. Those are the only two refund cases.

1. Default rule

1.1. Prepaid tariff volume is not a wallet you can cash out. Unused leftover is not money.

1.2. No refund because you stopped using the desk, picked the wrong pack, dislike a model, got a bad answer, or have tokens sitting unused.

1.3. Promo, bonus and cashback are never paid out.

2. The only two refunds

2.1. Account does not work. Payment is confirmed, but the account cannot be used (login dead, key cannot be issued, cabinet will not open, access blocked on our side with no Customer breach) and we cannot fix it.

2.2. Tokens never landed. Payment is confirmed, but from the start the balance is zero — the paid volume was never credited. Not “I spent them.” Not “they vanished later.” Never appeared after payment.

2.3. Anything else is not a refund. Including: later ledger glitches you already spent past, failed hops, wrong model choice, ×3 billing, slow models, catalogue changes, unused leftover.

3. What you get in those two cases

3.1. First we try to fix it: open the account, credit the missing volume.

3.2. If we cannot fix it, we return the payment for that top-up by the same method, minus a payment-provider fee the provider does not reverse.

3.3. If some volume did land and the account works, there is no refund of the rest.

4. How to claim

4.1. Write support. Payment ID, time, screenshot of a zero balance or a dead account. We check the ledger.

4.2. No matching miss on our side = no refund.

5. Chargeback

5.1. Chargeback without this claim first cancels remaining volume.

5.2. Fraudulent payments cancel matching volume and may be reported.

6. Channel

6.1. NullRoute desk. Contacts page.