Astrolabe Refund Policy

1. General Policy

Astrolabe Cloud is a prepaid, usage-based service. In general, all purchases are final and non-refundable, except where a refund is required by applicable law or expressly approved by Astrolabe in its sole discretion.

This policy applies to:

• prepaid credit purchases
• balance top-ups
• paid API access
• usage-based charges
• other paid features or services we may offer from time to time

2. Prepaid Credits and Balance Top-Ups

Astrolabe Cloud may require users to purchase prepaid credits or add funds to a workspace balance before making paid requests.

Unless required by law:

You are responsible for deciding how much credit to purchase before completing a transaction.

• prepaid credits are non-refundable
• unused balances are non-refundable
• partially used balances are non-refundable
• credits have no cash value
• credits are not redeemable for cash
• credits are not bank deposits
• credits do not earn interest

3. No Refunds for Used Services

Astrolabe does not provide refunds for Services that have already been used, consumed, routed, processed, or made available, including:

Because Astrolabe Cloud is a metered infrastructure service, you remain responsible for charges associated with valid usage of the Services, even if:

• completed API requests
• token-based or request-based usage
• successful access to paid models or hosted endpoints
• usage associated with a valid API key, account, or workspace
• latency, model behavior, output quality, or routing results that are within the normal nature of AI or hosted API services

Valid usage examples

• outputs were not what you expected
• the model response was incomplete, inaccurate, or low quality
• a request used more tokens than you anticipated
• a request was made by someone using your credentials or API key before you revoked access

4. Circumstances Where Refunds Are Generally Not Available

Unless required by law, refunds are generally not issued for:

• accidental over-purchase of credits
• failure to use purchased credits
• account closure
• workspace suspension caused by violation of the Terms
• dissatisfaction with model outputs
• product, feature, or model changes
• pricing changes that take effect after purchase
• temporary downtime, latency, or service interruptions
• requests made with compromised credentials where you failed to secure or revoke them in time
• misuse of the Services by your employees, contractors, agents, or other authorized users
• charge disputes used to avoid legitimate charges

5. Circumstances Where Astrolabe May Issue a Refund or Credit

Astrolabe may, in its sole discretion, issue a refund, partial refund, service credit, or billing adjustment in limited circumstances, including:

If Astrolabe determines that a refund is appropriate, we may choose to provide:

• duplicate charges caused by our billing error
• a completed payment that failed to credit your account due to an internal system error
• a material metering or pricing error caused by Astrolabe
• unauthorized charges that Astrolabe verifies were caused by a failure of Astrolabe’s own systems, rather than user credential compromise
• other exceptional circumstances where Astrolabe determines that a refund or credit is appropriate

Available remedies

Astrolabe is not obligated to provide the same remedy in every case.

• a refund to the original payment method
• a service credit
• a balance adjustment
• another commercially reasonable remedy

6. Billing Errors and Corrections

If we determine that a billing, metering, pricing, or ledger error occurred, we may correct the error by:

Except in cases of manifest error, Astrolabe’s internal usage, billing, and ledger records will control.

• adjusting workspace balances
• issuing service credits
• reversing credits
• correcting ledger entries
• issuing a partial or full refund where appropriate

7. Failed Crediting of Paid Purchases

If Astrolabe receives a valid payment for a prepaid credit purchase or top-up but fails to apply the corresponding balance because of an internal error, Astrolabe’s sole obligation will be to either:

This is the cleanest remedy for a failed crediting event.

• apply the missing credit to the applicable workspace, or
• issue a refund for that specific failed transaction

8. Chargebacks, Reversals, and Fraudulent Transactions

If a charge is reversed, charged back, disputed, fraudulent, unauthorized, or otherwise invalid, Astrolabe may:

Filing a chargeback does not entitle you to keep any associated credits, balances, or Services.

• suspend or terminate access to the Services
• reverse associated credits or balances
• recover amounts owed
• deny future purchases
• take any other lawful action available to us

9. How to Request a Refund Review

To request a refund review, contact billing@astrolabe.run and include:

Submitting a request does not guarantee a refund.

• your account email
• workspace name or workspace identifier
• the date of the transaction
• the amount charged
• the payment receipt or transaction identifier, if available
• a short explanation of the issue

10. Time Limit for Requests

Unless a longer period is required by law, any request for a refund review must be submitted within 30 days of the charge or transaction date.

Requests submitted after that period may be denied.

11. Processing Time

If Astrolabe approves a refund, we will generally submit the refund to the original payment method within a commercially reasonable period. The time it takes for the refund to appear on your statement depends on your payment provider, card issuer, and banking institution.

12. Policy Changes

Astrolabe may update this Refund Policy from time to time. Any updates will apply prospectively unless a change is required by law or necessary to address fraud, abuse, or system error.

The updated Refund Policy will become effective on the date posted.

13. Contact

If you have questions about this Refund Policy or want to request a refund review, contact:

Astrolabe Billing: billing@astrolabe.run