Billing & Refund Policy

1. Two Separate Credit Wallets

ToolGrid maintains separate digital credit balances. They are not interchangeable and are not cash:

• VIP / AI credits — used for provider-backed AI features (Gemini / OpenAI / similar) in the ToolGrid web UI; shown on your main dashboard
• API Gateway credits — used for /v1 execute and jobs (cluster rates and provider AI when useAI=true); shown on the developer dashboard

Buying or refunding one wallet does not credit or debit the other.

2. Subscription Billing

3. VIP / AI Credit Purchases (Web UI)

VIP AI credits/points are final-sale digital value for web UI AI features.

• Credits do not expire and remain valid for lifetime use on your account
• These credits are used for provider-backed AI features in the ToolGrid UI
• After VIP subscription cancellation or expiry, remaining VIP credits can still be used for UI AI features (where those features remain available)
• Paid features that are not linked to credits are not available without an active paid subscription

4. TOOLGRID API GATEWAY Subscription

The API Gateway subscription unlocks developer API access (/v1) and may include a periodic grant of API credits into your API credit wallet.

• Cancelling stops future renewals. Access to /v1 ends after the paid period
• Unused API credits granted by the subscription are kept in your wallet after cancel (they are not converted to cash)
• Cancellation of the API Gateway subscription does not include a cash refund of the subscription fee or of unused API credits, except where required by law or approved under our refund review process (for example, verified duplicate charges)
• The API Gateway subscription is separate from Business VIP; cancelling one does not cancel the other

5. API Gateway Credit Packages (Top-ups)

Prepaid API credit packages purchased for the TOOLGRID API GATEWAY are final-sale digital value, separate from VIP AI credits.

• API credits do not expire and remain in your API credit wallet
• API credits are used only for gateway execution (tool/cluster rates and provider-backed AI when requested via the API)
• Cash refunds are generally not available for used or unused API credit packages
• If a payment provider refund is approved in exceptional cases, we may claw back the corresponding API credits from your wallet (balance will not go below zero)
• USD amounts shown with API credits are usage equivalents for metering/display, not withdrawable cash

6. Automatic API Credit Returns (Not Cash Refunds)

For TOOLGRID API GATEWAY requests, credits may be reserved before execution and then settled or returned to your API credit wallet:

• Successful executions settle the reserved API credits (including provider AI fees when applicable)
• Eligible failed executions (for example timeouts or safe execution failures after reservation) return the reserved credits to your API wallet automatically
• Those automatic returns are wallet refunds of API credits, not cash refunds to your payment method
• Auth, validation, rate-limit, or unsupported-tool errors that never reserve credits do not charge your wallet

7. Refund Review

Cash refunds are not automatic. Requests may be reviewed case-by-case in situations such as:

• Duplicate charges
• Billing errors on our side
• Unauthorized transactions (subject to verification)

8. How to Request a Refund

To request a refund, please:

1. Contact our support team at contact@toolgrid.io
2. Include your account email and order / payment reference
3. State whether the purchase was Business VIP, TOOLGRID API GATEWAY subscription, VIP AI credits, or an API credit package
4. Provide a brief explanation of why you are requesting a refund
5. Allow up to 5-7 business days for review and processing

9. Refund Processing

Once a cash refund request is approved:

• Refunds will be processed to the original payment method within 5-10 business days
• You will receive an email confirmation when the refund is processed
• Your account access and credit balances will be adjusted according to the refunded amount (including possible clawback of API or VIP credits)
• Processing times may vary depending on your payment provider

10. Generally Non-Refundable

The following are generally not eligible for cash refunds:

• VIP / AI credits (used or unused)
• API Gateway credits and API credit packages (used or unused)
• Subscription periods already billed and active (VIP or API Gateway)
• Promotional or discounted purchases (unless otherwise stated)
• Services that have been used extensively or for their intended purpose
• Successful API Gateway calls that settled according to published cluster / AI pricing

11. Cancellation vs. Refund

Cancellation stops future renewal charges and takes effect for the next billing cycle/term. Refund is a separate review process and is not the same as cancellation. Cancellation does not refund VIP AI credits or API Gateway credits as cash; remaining balances stay in their respective wallets subject to product access rules above.

12. Chargebacks

If you initiate a chargeback or dispute with your payment provider, we reserve the right to suspend your account (including API keys and gateway access) until the dispute is resolved. We encourage you to contact us directly first, as we can often resolve issues more quickly than the chargeback process.

13. Special Circumstances

In exceptional cases we may review requests manually, including:

• Billing errors on our part
• Duplicate charges
• Unauthorized transactions (subject to verification)

14. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Continued use of our services after changes constitutes acceptance of the updated policy.

15. Contact Us

For billing questions or refund requests, contact us at contact@toolgrid.io. We aim to respond within 48 hours. For API Gateway product details, see API billing docs.