This Policy describes the conditions and procedure for refunding amounts paid to top up the User's balance on the DarkRouter service. The Service operates on a prepaid basis: each processed request is charged against the balance at the rates published in the model catalogue.
1. Grounds for a refund
The User may request a refund in two cases: (1) when an amount has been deducted from the balance due to a fault of the Service — for example, a billing error or an incorrect token-cost calculation on a processed request; (2) when a confirmed top-up has not been credited to the balance within 48 hours of payment confirmation by the payment provider.
2. Refund method
Refunds are issued by the same method and to the same payment details that the User used to make the original payment. Refunds to any other recipient are not provided.
3. When a refund is not provided
Amounts correctly deducted from the balance for processed requests are not refundable: once the model has returned a response, the tokens are considered used. The quality, content or format of model responses (including refusals, hallucinations or irrelevant answers) are characteristics of the underlying providers' models — Anthropic, OpenAI, Google and others — and do not constitute grounds for a refund. The User's decision to stop using the Service is likewise not grounds for a refund of amounts already spent.
4. Time limit for filing a request
A refund request must be submitted within 30 calendar days: in the case of an erroneous deduction — from the date the amount was deducted from the balance; in the case of a top-up not credited — from the date the payment was confirmed by the payment provider. Requests submitted after this period are not reviewed.
5. Review timeline
Each refund request is reviewed within 24 hours of the User contacting the Service's support team at support@darkrouter.ai.
6. Refund timeline
If the request is approved, the funds are returned within 72 hours of the decision. The actual settlement time on the payment provider's side depends on its own rules and may take additional time.