Refund policy

This Refund Policy describes when and how Roushan, Inc. (Dover, Delaware; operator of AIgateway / AI Gateway) issues refunds. It supplements the Terms of Service and is referenced by our payment processor, Stripe, Inc.

1. How billing works

AIgateway runs on prepaid credits. You top up your account with a credit balance, and as you use the API that balance is consumed at cost + 5% (cache hits at 10% of uncached). Credits do not expire while your account is active.

2. What we refund automatically

• Failed requests. A request that fails before the upstream provider accepts it is not charged. If you were billed for such a request due to a bug, we refund it on detection (or on request).
• SLA credits. If we miss our availability target, the SLA ladder applies as a service credit against future usage.
• Our error. If you were charged due to a billing bug, mis-metered usage, or double-charge, we reverse the charge in full.

3. What is not refundable

• Consumed credits. Credits already spent on successful API calls are non-refundable.
• Unused prepaid credits on a closed account. Except where mandated by applicable law, prepaid credits are non-refundable once purchased. You may keep your account open and continue to spend them down at any time.
• Upstream provider failures. Outages, degraded output, or policy blocks originating at an upstream model provider are not refundable by us; the cost we owe the provider has been incurred. We will pursue an upstream credit on your behalf where the provider offers one.
• Content-policy violations. Usage incurred before a suspension for abuse is not refundable.

4. Cooling-off period (EU / UK / other statutory rights)

If you are a consumer in the European Union, United Kingdom, or another jurisdiction that grants a statutory right of withdrawal, you may cancel a top-up within 14 days of purchase for a full refund — unless you have already used the digital service, in which case the right of withdrawal is exhausted per EU Consumer Rights Directive Art. 16(m). By starting to use the Service with your credits before 14 days have elapsed, you expressly consent to immediate performance and acknowledge that you lose the right of withdrawal to the extent of usage.

5. How to request a refund

Email billing@aigateway.sh from the email on your account with:

• Your organization ID and the last-4 of the payment method.
• The invoice or top-up receipt number.
• The reason for the request and any supporting request IDs.

We respond within 5 business days and, if approved, process refunds to the original payment method within 10 business days. Bank-posting times vary by country.

6. Chargebacks

Please contact us before initiating a card chargeback. If you open a chargeback without first giving us an opportunity to resolve the issue we may suspend your account, recover card-network fees, and dispute the chargeback with the evidence we have on file.

7. Currency + taxes

All top-ups and refunds are in U.S. dollars. Refunds are issued exclusive of any tax we did not in fact collect. Where we remitted a tax to a government, the refund amount reflects the net we can recover.

8. Changes

We may update this Refund Policy. Material changes take effect 30 days after notice via email and the changelog.

9. Contact

Billing: billing@aigateway.sh
SLA claims: sla@aigateway.sh
Mailing address: Roushan, Inc., 1111b S Governors Ave, STE 55131, Dover, DE 19904, USA.