TokenRouter Refund, Cancellation & Dispute Policy

Clear and fair refund, cancellation, and dispute resolution terms for TokenRouter

Last Updated: January 25, 2025

Policy Overview

TokenRouter operates on a dual-cost model: Platform Subscription Fees and AI Usage Costs. This policy covers refunds, cancellations, and dispute resolution to ensure fairness while covering our actual operational costs.

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Want full plan details? Review our pricing plans to understand what you get for what you pay, including all features and benefits.

What Gets Refunded

Platform Subscription Fees - Prorated Refunds

How it works: Platform fees are refunded based on unused days in your billing cycle.

Example Calculation:

Scenario: You cancel your subscription on day 15 of a 30-day billing month

  • Platform fee: $29/month (example)
  • Days remaining: 15 days
  • Prorated refund: $29 × (15/30) = $14.50

Your actual refund amount will be calculated based on your specific plan and cancellation date.

AI Usage Budget - Unused Portion Refunded

How it works: You get refunded any AI budget you haven't used, minus actual costs incurred.

Example Calculation:

Scenario: You have a $70/month AI budget and used $25 before cancelling

  • AI budget: $70/month (example)
  • Actually used: $25
  • Unused refund: $70 - $25 = $45.00

Your actual refund will be based on your plan's AI budget and your actual usage at the time of cancellation.

What's NOT Refunded

  • Free Plans: No refunds since no payment was made
  • Used AI Credits: Actual AI processing costs we've already paid
  • Setup Fees: One-time configuration and onboarding costs
  • Third-party Services: External integrations and API costs

Refund Scenarios

Plan Downgrade

When: Switching from higher to lower tier

Refund: Prorated platform fee + unused AI budget

Processing: Automatic via Stripe (when possible)

Plan Cancellation

When: Canceling subscription entirely

Refund: Same as downgrade to free plan

Processing: Stripe cancellation + refund

Free Plan Signup

When: Using free tier

Refund: No refunds (no payment made)

Processing: N/A

Refund Processing

Automatic Refunds

Most refunds are processed automatically through Stripe when you downgrade or cancel.

  • Processing Time: 5-10 business days
  • Method: Original payment method
  • Notification: Email confirmation sent

🤝 Manual Refunds

Some cases require manual processing (e.g., bank transfers, failed automatic refunds).

  • Processing Time: 3-5 business days after review
  • Method: Bank transfer or original method
  • Contact Required: Email us for manual processing

Important Notes

Billing Cycles

Refunds are calculated based on your Stripe billing cycle, not calendar months. Your billing cycle starts on the day you first subscribed.

Currency & Fees

Refunds are processed in the original currency. Bank fees or currency conversion fees may apply depending on your payment method.

Policy Updates

This refund policy may be updated periodically. Changes will be communicated via email and posted on this page.

Dispute Resolution

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1. Direct Resolution (Required First Step)

Timeline: 30 days to resolve

Before initiating any formal dispute, you must contact us directly to attempt resolution:

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  • Include: Account details, dispute nature, desired resolution
  • We will respond within 2 business days
  • Good faith effort required from both parties

2. Binding Arbitration

Governing Law: California State Law

Jurisdiction: Contra Costa County, California

If direct resolution fails, disputes will be resolved through binding arbitration:

  • Arbitration Service: American Arbitration Association (AAA)
  • Rules: AAA Commercial Arbitration Rules
  • Location: Danville, California or via video conference
  • Arbitrator: Single arbitrator experienced in SaaS/technology disputes
  • Language: English
  • Costs: Each party bears their own costs unless arbitrator decides otherwise

3. 🚫 Class Action Waiver

You agree to resolve disputes individually and waive the right to:

  • Participate in class action lawsuits
  • Join collective arbitrations
  • Seek representative relief on behalf of others
  • Consolidate individual claims with others

4. ⏰ Limitation Period

Dispute claims must be filed within 1 year of when the dispute arose, regardless of any statute of limitations that might otherwise apply.

🔍 Exceptions to Arbitration

The following disputes may be resolved in Contra Costa County Superior Court:

  • Intellectual property infringement claims
  • Small claims court matters (under $10,000)
  • Injunctive relief for data breaches or security violations
  • Collection of unpaid fees (under $5,000)

Need Help with Refunds or Disputes?

TokenRouter support team is ready to help you succeed. Whether you need technical assistance, have billing questions, or want to explore partnership opportunities, we're here for you.

Customer Support

Email: support@augmentable.ai

Response Time: Within 4 hours (30 minutes for emergencies)

Available: 24/7 for critical issues

For technical issues, integration problems, API questions, platform troubleshooting, emergency outages, privacy concerns, legal matters, and compliance questions. For critical system issues, include [EMERGENCY] in your subject line.

Billing & Refunds

Email: billing@augmentable.ai

Response Time: Within 24 hours

Available: Monday-Friday, 9 AM - 6 PM EST

For subscription questions, payment issues, refunds, billing inquiries, dispute resolution, and Stripe payment support. We currently accept credit/debit cards via Stripe only.

Business Inquiries & Partnerships

Email: partnership@augmentable.ai

Response Time: Within 48 hours

Available: Monday-Friday, 9 AM - 5 PM EST

For partnership discussions, enterprise engagements, integrations, marketing collaborations, and other business-related opportunities.