Refund Policy

Numes is prepaid: you buy credits and requests are paid from your balance. This policy explains when money comes back to you. It is part of the Terms of Service.

Failed requests are never charged

You do not need to ask for a refund when a request fails. A request that delivers no billable output to you costs nothing, and the temporary hold placed before it ran is released automatically. Requests blocked by your request policy or by a spending limit also cost nothing. See Usage accounting.

Card purchases: 24-hour refund window

You can ask for a refund of the unused credits from a card purchase within 24 hours of the time the payment was processed.

• We refund the unused part of that purchase to the original card, in USD, and remove the refunded credits from your balance.

• Credits from that purchase that were already spent on delivered requests are not refunded.

• If we do not receive your request within 24 hours of the purchase, the credits from it become non-refundable, except as described under Closed accounts and Billing errors.

Card refunds usually appear on your statement within 5 to 10 business days, depending on your bank.

What is never refundable

• Platform fees. The platform fee added to provider prices, and any payment-processing fee shown before you paid, are not refundable.

• Bitcoin payments. Credits bought with bitcoin, over Lightning or on-chain, are not refundable. Bitcoin payments are irreversible, so check the amount before you pay.

• Promotional credits. Credits we give as a promotion, trial or courtesy have no cash value and are not refundable.

• Spent credits. Credits used on delivered requests.

Automatic top-up

Automatic top-up purchases follow the same 24-hour window as any other card purchase. You can turn automatic top-up off at any time in Billing, which stops future charges.

Credit expiry

We may expire unused credits after 365 days of account inactivity. Expired credits are not refundable. We will notify you by email before we expire credits on your account.

Closed accounts

• If we close your account without cause, for example because we discontinue the Service, we refund your remaining unused card credits to the original payment method within 30 days. Remaining bitcoin credits are paid out in bitcoin to a destination you give us, less network fees; they are never converted to USD.

• If we close your account because you breached the Terms of Service or the Acceptable Use Policy, unused credits are forfeited and not refunded, unless the law requires otherwise.

• If you close your account, unused credits are not refunded except within the 24-hour window above. Any negative balance remains payable.

Billing errors

If you believe you were charged incorrectly, for example usage that does not match what you received, contact us within 60 days with the generation ID from Logs. If we confirm an error, we correct your balance or refund the overcharge, whatever its age.

Disputes and chargebacks

Please contact us before disputing a charge with your bank; we can usually resolve it faster. When a payment is disputed or reversed, the matching credits are removed from your balance. If they were already spent, your balance becomes negative and requests are blocked until it is restored. Accounts with fraudulent or repeated unfounded disputes may be suspended.

How to request a refund

Send a request through [email protected] from the account that made the purchase, within 24 hours of the purchase. Include the date and amount of the payment, or the reference from your receipt.

Your statutory rights

Nothing in this policy limits rights you have under consumer protection law that cannot be waived. If you are a consumer in the EU or UK, you ask us to begin providing the Service immediately when you buy credits, and you acknowledge that your right of withdrawal ends for credits once they are used.