Refund policy
Access is sold as time, so the rule is about how much of that time has been used.
Full refund
A full refund is available if the key has not been used. This covers the case where a payment completed but access was never working, and the case where a plan was bought by mistake and no request was made with it.
No refund once access has been used
Once requests have been made with a key, the period has been consumed and it is not refundable. Usage is recorded per request and can be seen on your dashboard, so there is no ambiguity about whether a key was used.
Service failure
If the gateway or a model is unavailable for a sustained part of your period through a fault on our side, the unused time is credited back to the key rather than refunded in cash. The status page records when the gateway and each model were unreachable, which is the evidence used to decide the credit.
Revoked keys
A key revoked for abuse, for sharing in violation of the terms, or for attempting to attack the service is not refunded.
How to ask
Include the order id, which appears on your dashboard and on the payment record. Requests are answered through the contact address shown on the account page.