Refunds

RouterOne bills as prepaid credit drawn down by actual usage. This page explains which balance can be refunded, how the amount is calculated, and how to request one.

What is refundable#

Charges consume credit in a fixed order: promotional credit → subscription allowance → paid credit, and within a type, lots expiring sooner go first. The system consumes non-refundable credit first so that refundable paid credit is preserved as far as possible. See balance, credit, and consumption order.

Conditions#

• Only unconsumed paid credit is refundable; consumed amounts are not
• Promotional credit and subscription allowances are not refundable
• If service is terminated for a breach of the terms of service — including the acceptable use policy and the geographic restriction — the remaining balance is not refunded
• The refund window is 24 hours from a successful top-up. Top-ups beyond that window are no longer eligible

Calculating the amount#

The refund is reduced by the processing fee actually incurred on that top-up.

At top-up time that fee is borne by the platform, and the credit you received equalled the amount you paid. But the payment provider has already collected it and does not return it on refund, so it is deducted from the refund.

How the fee is composed#

Payment providers usually charge a fee in two parts:

Taking the standard card rate of 2.9% + $0.30:

The table is for cards only. Non-card local payment methods are priced differently; international cards and payments requiring currency conversion incur additional fees. The effective rate may be higher than shown.

We always deduct the fee actually incurred on that top-up, not an estimated flat percentage. The actual fee for each top-up is visible on the billing page.

Formula#

rate for that top-up = fee collected by the provider ÷ amount you paid
refund amount        = remaining credit from that top-up × (1 − that rate)

The calculation is proportional to the rate rather than subtracting a fixed fee. Every part of the credit from one top-up bears the same proportion of that payment's processing cost.

Worked example#

Suppose you added $100 as paid credit, the account also held $20 of promotional credit, and $30 has since been consumed:

• By the consumption order, the $20 promotional credit goes first, then $10 of paid credit
• $90 of paid credit remains, and that is the base for the refund
• The $20 promotional credit is outside the calculation, consumed or not
• The provider collected $3.20 on that top-up, a rate of 3.2%
• The refund is $90 × (1 − 3.2%) = $87.12

The account balance is reduced by the full $90, and $87.12 is actually returned. The $2.88 difference is that refund's share of the payment processing fee.

Refunds for bank transfers#

Top-ups made by bank transfer are refunded the same way. The rate is based on the actual remittance cost, including both a percentage fee and a fixed wire fee. We state the exact amount when accepting the request and initiate the refund once you confirm.

How to request one#

Email support@amux.ai, or open a ticket in the console, providing:

• The account email
• The order number or time of the top-up to be refunded
• The reason (optional)

Timing#

Refunds are returned to the original payment method and cannot be sent elsewhere. If it has not arrived after 7 days, contact support with the acceptance confirmation email.

In rare cases the return to source fails, for example when the original card has been closed or reported lost, or the issuer rejects it. Once confirmed failed, the credit is returned to the account and support will agree an alternative method with you.

After a refund#

• The full remaining credit from that top-up is deducted, not just the amount actually returned (see the worked example above)
• Promotional credit granted alongside that top-up may be recovered with it
• Call records and billing are unaffected — they are append-only and are not rewritten by a refund

Situations unrelated to refunds#

The following are not charged in the first place, so refunds do not apply:

• Attempts that fail during routing failover are not billed. If a request switched across three providers before succeeding, you pay only for the successful one
• Requests that return an upstream error are not billed
• Image and video tasks that fail to generate are not billed

If the client disconnects midway, usage already produced is billed as normal — that content has already been generated upstream. For the full rules, see billing overview.

Related#

• Billing overview
• Balance, credit, and consumption order
• Terms of service