Refund Policy
Refund and billing review guidance for MetisRouter prepaid balance, usage logs, and failed request investigation.
Last verified: 2026-06-05
Billing review
MetisRouter support reviews billing questions using request IDs, model IDs, endpoints, timestamps, and Usage Logs.
- Bring the request ID and expected behavior.
- Do not retry ambiguous long-running requests before checking logs.
- Contact support@metisrouter.com for account-specific billing review.
Prepaid balance
Published pricing and request reserves help users understand expected maximum exposure before a paid request runs.
- Actual usage cost is deducted after the request finishes.
- Unused reserve is released after settlement.
- Commercial account questions go to hello@metisrouter.com.
When a billing review is appropriate
A refund or billing review is appropriate when a charge appears inconsistent with the published model price, a failed request appears to have been charged, a duplicate payment is visible, or a payment succeeded but balance was not updated as expected. The fastest review path is evidence from the account and Usage Logs.
- For API usage questions, include request ID, model ID, endpoint, timestamp, charged USD, and expected behavior.
- For payment questions, include provider, product, transaction time, account email, charged amount, and transaction status.
- For ambiguous long-running jobs, check whether a final Usage Logs record exists before retrying.
Failed requests and reserves
MetisRouter may reserve balance before routing a paid request so the maximum risk is bounded. The final charged amount should reflect actual usage after the request finishes; unused reserve is released after settlement. Requests that fail before an upstream model successfully runs should not be treated the same as completed model usage.
- Low-balance text requests should set max_tokens or max_output_tokens so the reserve can be bounded.
- Image, video, audio, and embedding jobs can use model-specific units such as image count, video seconds, audio duration, size, quality, or input type.
- Usage Logs remain the source of truth for request-level charged USD during support review.
How support handles refund requests
Support reviews refund and balance questions against account records, payment records, published model prices, request metadata, and any upstream usage returned for the request. The goal is to separate duplicate payments, failed-before-routing requests, completed billable usage, and misunderstandings caused by model-specific pricing branches.
- Email support@metisrouter.com for account-specific billing or refund review.
- Use the high-volume sales inquiry link for commercial planning, prepaid volume, or procurement questions.
- Avoid sending sensitive prompt content unless it is required for the review and safe to share.
FAQ
Where should support requests go?
Email support@metisrouter.com with request IDs and account context.
Where should high-volume usage requests go?
Use the High-volume sales inquiry contact for high-volume usage and commercial account questions.