Billing & Refund Policy
How service credits work, when top-ups are non-refundable, and how to request a billing review.
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Top-ups and service credits
A top-up purchases Felo API Platform service credits, starting at $1, without a subscription. Credits are denominated and displayed in USD solely to offset charges for API usage on the platform. The displayed balance is the value of service credits, not USD or other currency held by the platform for you, and is not a withdrawable cash balance. Credits do not lock future prices or buy a fixed quantity or permanent availability of models, endpoints or calls.
Can I get a refund?
Except where mandatory applicable law requires otherwise, completed top-ups credited to your account are non-refundable. Credits, including unused credits, cannot be refunded, withdrawn or exchanged for cash. Confirm the services, applicable rates and top-up amount before purchase.
Contact support to investigate and correct top-up or billing errors.
Failed, timed-out or interrupted requests
Failed, timed-out or interrupted requests are handled according to the published billing rules for the relevant API and actual usage. If you suspect an incorrect charge, contact support with the request ID for investigation and correction.
Billing disputes
Please submit billing disputes within 30 days of the charge date. Where applicable law provides otherwise, its requirements take precedence.
Response time
We will respond within 5 business days of receiving a billing review request. This is the support response time, not a commitment to complete the review or return funds within that period.
Contact support
Email [email protected] with your account email, the date, time and time zone, the amount, payment reference or receipt, relevant model or endpoint, request ID and a description of the issue. Do not send API keys, passwords or other access credentials.