Refund & Cancellation Policy

Summary

Unused purchased credits

Refundable to the original payment method on request.

Used credits

Not refundable — they paid for tokens a vendor generated. Billing mistakes are corrected.

Promotional, welcome and granted credits

Not refundable and have no cash value.

Service plan periods (Cursor)

Refunded to your credit balance when the plan could not be used; otherwise the paid period runs to its end.

Failed requests

Never charged, so nothing to refund.

1. Purchased credits

Credits you bought and have not spent can be refunded at any time — there is no deadline, because credits never expire. The refund is the unused purchased amount, returned to the payment method you used. The one-time purchase fee covers payment processing costs already incurred and is not refunded unless the law of your country requires it or the purchase was made in error and reported within 14 days.

• Promotional and granted credits are always spent before purchased credits, so the refundable amount is your purchased credits minus usage, never less than zero.
• If part of a purchase was already used, the unused remainder is refunded.
• Credits bought through an invoiced enterprise agreement follow that agreement.
• A refund closes any open overdraft first; the remainder is returned to you.

2. Usage charges

Model usage is deducted per request at the vendor's official per-token price plus the published fees, with the exact cost on every generation record. Those charges are for work a third-party model has already done and are not refundable. You are protected against paying for nothing: requests that fail before producing output are not charged, and a response with zero output tokens that ended without a finish reason is not charged even when the vendor billed us. If you believe a request was billed incorrectly — wrong price, double charge, tokens you did not receive — tell us with the generation id and we will investigate and correct the ledger.

3. Service plans (Cursor and other dedicated services)

A plan period is paid from your credit balance when you buy or renew it. Because the allowance is available to you for the whole period, a period that has started is generally not refunded pro rata. We refund a period — in full or in part, to your credit balance — when you could not use it for reasons on our side, for example when the service was unavailable for a significant part of the period or a plan was purchased by mistake and no requests were made on it. Ask within 14 days of the purchase or of the incident.

4. Cancellation

• Recurring plans: turn renewal off in the dashboard at any time. The plan keeps working until the end of the paid period and does not renew; you can turn renewal back on before it ends. Cancelling does not by itself refund the current period.
• Fixed and open-ended plans end on their own when the term ends or the allowance is used.
• Auto top-up can be switched off at any time from the Credits page; already completed purchases stay as credits (refundable while unused).
• Your account: delete API keys or the organization from Settings whenever you like, and ask for a refund of unused purchased credits at the same time.

5. How to request a refund

E-mail hello@elevenrouter.com from the address on your account with your organization name and, for plan or billing disputes, the generation id or the plan and period concerned. We confirm within two business days. Refunds to a card are issued through our payment processor and typically appear within 5–10 business days depending on your bank; refunds to your credit balance are immediate.

6. Chargebacks

Please contact us before disputing a charge with your bank; nearly every case is resolved faster that way. A chargeback opened on a purchase whose credits were already used may lead us to suspend the account until it is resolved.

7. Statutory rights

Nothing in this policy limits rights that consumer law in your country grants you and does not allow to be waived. Where such law gives you a longer period or broader remedy, it applies. This policy is part of the Terms of Service.