Refund Policy

1. Overview

This Refund Policy explains how OzRouter handles refunds, cancellations, duplicate payments, failed delivery, partial refunds, and chargebacks for monthly subscriptions.

OzRouter sells access to a SaaS developer operations tool. Customers receive an OzRouter API key and a plan-specific usage budget for the OzRouter service.

2. Free Trial

The free trial has no subscription charge. Because there is no payment for the trial, there is no refund for trial access.

Trial access may be limited by capacity, one-key-per-email rules, rate limits, abuse prevention, or service availability.

3. Monthly Subscription Charges

Paid plans are monthly subscriptions charged through our payment processor. A successful payment activates or renews the API key access and usage budget for the applicable billing period.

Cancellation stops future renewals. Unless required by law or approved under this policy, cancelling a subscription does not automatically refund the current billing period.

4. Refunds We Generally Approve

• Duplicate charges for the same customer and billing period.
• A second paid checkout completed for an email that already had an active paid subscription.
• Payment succeeded but OzRouter could not deliver or activate the service after reasonable support attempts.
• A clear billing or plan-selection error reported promptly after payment and before substantial usage.
• A service incident where OzRouter was materially unavailable for the paid period and no reasonable workaround was available.

5. Refunds We May Decline

• The API key was delivered, activated, and substantially used.
• The customer violated the Terms of Service or acceptable-use rules.
• The issue was caused by unsupported third-party tools, local configuration, customer code, customer network settings, or provider policies outside OzRouter control.
• The refund request is for normal cancellation after a billing period has already started.
• The customer requested a refund after initiating a chargeback or payment dispute instead of contacting support.

6. Partial Refunds and Usage Budget Adjustments

If a partial refund is issued, OzRouter may reduce the remaining usage budget for the current billing period to reflect the refunded amount.

If a full refund is issued for the current subscription payment, OzRouter may revoke or expire the related API key access for that billing period.

7. Plan Changes

Upgrades and downgrades are handled based on the timing selected during the plan-change flow. Immediate upgrades may create an immediate invoice. Downgrades generally apply at the next billing cycle.

If an immediate upgrade invoice is fully refunded, OzRouter may roll the subscription back to the previous plan and adjust the usage budget accordingly. Partial refunds may reduce only the upgraded portion of the usage budget.

8. Chargebacks and Payment Disputes

A chargeback or payment dispute may cause immediate suspension, revocation, or expiration of the related API key. Chargebacks can also prevent future purchases until the issue is resolved.

If you believe a charge is incorrect, contact [email protected] before opening a dispute so we can investigate and, where appropriate, refund or correct the charge faster.

9. How To Request a Refund

Email [email protected] with enough information for us to locate the payment and investigate the request.

• Payment email address.
• Plan name and approximate payment date.
• Checkout, receipt, invoice, or subscription ID if available.
• API key prefix only, never the full API key.
• Reason for the refund request and any relevant screenshots or error messages.

10. Processing Time

Approved refunds are sent back through the original payment method where possible. Processing time depends on the payment processor, card network, bank, and country.

We aim to respond to refund requests promptly, but complex requests involving failed delivery, duplicate payment reconciliation, provider outages, or chargebacks may take longer to investigate.

11. Contact

For billing, cancellation, refund, or chargeback questions, contact [email protected].