When you can get a refund
You can request a refund of unused purchased credit from the Credits page within 24 hours after your payment is confirmed. The amount is based on your available balance when you ask: promotional credit cannot be refunded and is counted as used first, and credit held for running sandboxes is not available to refund. If you made more than one purchase, each one is checked separately.
Refunds are available for card and Link payments and go back to the original payment method. Payments made with other methods cannot be refunded from the Credits page; contact support instead.
Fees and tax
The Stripe processing fee from the original payment is not refunded: we subtract it from your unused purchased credit and round the result down to the nearest cent. Tax charged on the refunded amount is returned with it; tax charged on the processing fee is not. A refund is available only when at least $1.00 remains after the fee. The Credits page shows the exact amount and tax before you confirm.
Limits
Each workspace can make up to three refund requests per day, and requests are limited to ten per minute; if you hit that limit, the Credits page tells you how long to wait. A refund can be unavailable while a payment is under fraud review, disputed or still being reconciled.
After a refund
Accepting a refund turns off automatic top-ups for your workspace; you can turn them on again later. A refund does not stop running sandboxes. You remain responsible for compute already used, including charges that settle after the refund, which can leave a negative balance.
Once Stripe confirms the refund, it usually takes 5 to 10 business days to reach your account, depending on your bank. If a refund fails after it has been issued, it cannot be retried from the Credits page; contact support.
Billing errors and other cases
The 24-hour window does not limit reports of duplicate charges, incorrect metering or unauthorized charges, or any refund rights you have under applicable law. Contact support@boxrouter.ai. Charges billed directly by your own provider account must be raised with that provider. If you close your account, or we close it or discontinue the Service for reasons other than your breach of the Terms, we refund your remaining purchased credit, minus the original processing fees, as the Terms describe.