Refund Policy

Last updated 7 October 2026

Plans are subscriptions paid in advance that renew automatically until you cancel. This policy sits alongside your rights under the Australian Consumer Law, which it does not limit. To ask for a refund, email [email protected] from your account's email address with the key's id (shown on your account page) and what went wrong.

Cancelling

Cancel any time from your account page, under the key's Cancel button. Choose Stop renewing and the key keeps working until the end of the period you have paid for (a month, or three months for a plan paid three months at a time), and you are not charged again. You can undo it with Keep my plan until then. We email you to confirm.

Bought the wrong plan

For your first plan, you can choose Cancel now and refund within 24 hours of paying, as long as the key has used fewer than 100,000 tokens: the key stops at once and the whole payment goes back to your card. This is one per customer, for the first plan bought on an account, and is meant for a plan bought by mistake. To try the service before paying, ask us for a free trial code. Outside this, unused time in a period already started is not refunded when you cancel for your own reasons; the discount on three-month billing is given in return for that commitment.

If a renewal payment has not gone through when you cancel, the plan stops at once and the overdue payment is not taken.

When we refund

• We could not provide the service. If the service was unavailable to you for more than 24 hours in a row, or for more than 48 hours in total in one billing month, we refund the affected days, or the whole month if you prefer to cancel.
• A major failure under the Australian Consumer Law: you can cancel and get a refund for the unused part of the month, as the law provides.
• Charged by mistake: duplicate or wrong charges are refunded in full.
• A change we made removed something your plan relied on: you can cancel and get a refund for the unused part of the month.

What is not a fault

On Standard plans, waiting in a queue, being stopped when a Priority customer needs the capacity, and giving up your place after five minutes of continuous work are how the plan works, and are not grounds for a refund on their own. The same goes for answers the model gets wrong, and for limits shown on the plan (context size, number of requests at once, longest answer).

How refunds are paid

Refunds go back to the card that paid, through Stripe, and usually arrive within 5 to 10 business days. We aim to reply to every refund request within 2 business days.