Refund Policy

The Service operates on a prepaid credits model. You top up your balance in advance; each API call deducts credits. Credits do not expire. Higher top-ups unlock improved rate-limit tiers and a better credits-per-dollar rate.

We offer a 14-day money-back guarantee on unused credits, plus protections for duplicate charges, unauthorized payments, and material service failures. The details are below.

How it works:

• Time window. The request must reach us within 14 calendar days of the top-up date shown on your invoice.
• Unused only. We refund the dollar value of credits remaining at the moment we process the request, capped at the amount of that specific top-up. Credits already spent — whether on successful calls or on calls that returned errors caused by malformed input on your side — are non-refundable.
• Tier reset. Any rate-limit tier benefit that was unlocked by the refunded top-up may be removed if your post-refund balance drops below the tier's minimum. We never charge a re-tier penalty.
• One per top-up. Each top-up can be refunded at most once. Partial refunds against the same top-up are processed in a single payout.
• Processing. Approved refunds are returned to the original payment method within 10 business days. Bank processing times may add a few additional days.

After the 14-day window, credit top-ups are non-refundable except in the additional scenarios listed in section 4 (duplicate charges, unauthorized payments, material service failures, and statutory consumer rights). The credits themselves remain in your account and do not expire — you can use them indefinitely.

Outside the 14-day guarantee, we will still issue a refund in the following situations:

• Duplicate or accidental charges. If you were charged twice for the same top-up or made a charge by mistake without using the credits, we will refund the duplicate amount in full upon request within 30 days of the charge.
• Material service failure. If the Service is materially unavailable for an extended period due to a failure on our side and we are unable to remedy it within a reasonable time, we will refund unused credits attributable to the affected period regardless of the 14-day window.
• Unauthorized payment. If a payment was made on your account without authorization (e.g., credential theft) and reported to us within 30 days of the charge, we will work with you and the payment processor to investigate and refund as appropriate.
• Statutory rights. Where a refund is required by applicable consumer protection law in your jurisdiction (for example, certain rights of withdrawal for consumers in the EU/UK), we will honour those rights in full, even where they exceed this policy.

We will not refund:

• Credits that have been consumed by API calls — successful or otherwise — including calls returning errors caused by malformed input, incorrect parameters, or rate-limit overshoot on your side.
• Top-ups paid more than 30 days ago, except where statutory rights apply.
• Credits where unused balance remains and the account is in good standing — we encourage you to continue using or to transfer the credits within the same account.
• Charges where the payment method has been chargebacked or otherwise disputed externally — see section 7.
• Any amount on accounts that have been suspended or terminated for breach of our Terms of Service or Acceptable Use Policy.

Enterprise customers under a signed order form are governed by the refund and termination terms in that order form. Where the order form is silent, this Refund Policy applies on a pro-rated basis to unused, prepaid portions of an annual or multi-month commitment terminated by Renidly for convenience.

To request a refund — whether under the 14-day guarantee or another scenario — email [email protected] from the address associated with your account. Please include:

• The date and amount of the top-up or charge.
• Your invoice or transaction ID, if available.
• Whether you are claiming the 14-day money-back guarantee, or another reason (duplicate, unauthorized, service failure, statutory).

We acknowledge within 2 business days and resolve within 5. Approved refunds are returned to the original payment method within 10 business days. Bank processing times may add a few additional days.

We ask that you contact us before initiating a chargeback with your card issuer or bank. Chargebacks on legitimate charges may result in immediate suspension of your account pending resolution and may incur reasonable administrative fees in addition to any chargeback fee passed through from the payment processor.

We may update this Refund Policy from time to time. The version applicable to your purchase is the one in effect at the time you completed it. Material updates will be notified by email or in-product and reflected in the “Last updated” date at the top.