Refund Policy

This Policy applies to BobRouter one-time prepaid credit purchases. It does not limit any non-waivable rights available under applicable consumer law.

1. Completely unused credit purchases

You may request a full refund within seven (7) days after purchase if the credits from that top-up remain completely unused. We verify eligibility using the payment, credit, and usage records associated with the transaction.

2. Consumed credits

Once any credits from a top-up have been consumed, that purchase and its remaining balance are generally non-refundable. Exceptions may apply where required by law or where BobRouter verifies a billing error or incorrectly charged usage.

3. Payment and crediting problems

• Duplicate charge: a verified duplicate payment is eligible for correction or refund.
• Charged but not credited: if a completed payment was not credited to your BobRouter account, we will verify the processor record and either add the purchased credits or issue an eligible refund.
• Unauthorized payment: notify us promptly from the affected account email so we can investigate with the payment processor. You may also have rights through your bank or card issuer.
• Service or provider error: we review request and usage records. When records show that credits were incorrectly charged for undelivered service, we may restore credits or provide another appropriate remedy. A provider error does not automatically create a cash-refund entitlement.

4. How to request a refund

Email [email protected] from your registered account email. Include the payment amount and currency, approximate payment time, order or transaction reference, and the reason for the request. Never send an API key, password, full card number, payment secret, or OAuth credential.

5. Review and processing time

We aim to acknowledge a refund or billing request within two (2) business days. If approved, we aim to submit the refund to the payment processor within five (5) to ten (10) business days. Your bank or payment provider may require additional time to post the funds.

6. Abuse, account enforcement, and statutory rights

Refund requests may be denied where records show consumed credits, fraud, policy abuse, or material violation of the Terms of Service or Acceptable Use Policy, except where applicable law requires otherwise. Contacting support before initiating a chargeback helps us investigate quickly but does not restrict any legal dispute rights.

7. Contact

Refund and billing requests: [email protected].