Refund Policy

Mux is prepaid: you buy credits and spend them on search requests. Here is how refunds work.

Failed requests are refunded automatically

Each request is debited before the provider is called. If the provider errors, the debit is reversed on your balance and on your key’s spend limit, and we try the next fallback model if you set one. You only pay for results you received.

Unused credits

You can request a refund of the unused part of a credit purchase within 30 days of buying it. We refund the credits that remain from that purchase to your original payment method. The purchase fee (5.5%, $0.80 minimum) covers payment processing and is not refunded, except as described below.

After 30 days, or for credits already spent on requests, purchases are non-refundable. Credits do not expire.

Mistakes and billing errors

If you were charged by mistake, charged twice, or billed for requests you did not make (for example after a leaked key), contact us within 60 days. We will investigate and, where the fault is ours or the charge is unauthorized, refund the full amount including the fee or credit your balance.

Bring-your-own-key fees

BYOK fees are deducted from credits after the free monthly allowance. Disputed BYOK fees are handled the same way as billing errors above.

How to ask

Email support@getmux.io from your account email with the purchase date and amount. We reply within a few business days. Approved refunds go back to your original payment method through Stripe and usually appear within 5 to 10 business days, depending on your bank.

Chargebacks

Please contact us before opening a dispute with your bank so we can fix it quickly. Accounts with unresolved chargebacks may be suspended.