Refunds, cancellation and disputes

Short version: unused credit can be refunded to the way you paid, credit you have already spent cannot, and if a charge looks wrong, email [email protected] before you call your bank — it is faster, and it keeps your account open while we sort it out.

No physical goods, and no returns

Webway sells one thing: prepaid credit for a hosted API. Nothing is shipped, so there is no return process, no return address and no restocking fee. What replaces it is the refund policy below.

Refunds

Unused credit

You can ask for a refund of any unspent balance, at any time, for any reason. We pay it back to the payment method it came from.

• Card top-ups are refunded through Stripe to the original card. Refunds usually reach the statement in 5–10 business days, depending on the bank.
• Stablecoin top-ups are refunded in USDC, to the address the payment came from, on a chain we support. We cannot refund crypto to a different address.
• Where a top-up was taken in a currency other than dollars, the refund is made in that same currency, for the amount originally charged. An exchange-rate movement between the top-up and the refund is not something we can make up.
• Where part of a top-up has been spent, the unspent part is refundable and the spent part is not.

Credit you have spent

Credit consumed by requests we served is not refundable. The tokens were metered and the provider was paid.

We do refund spend, as credit or to your payment method, when it was our fault:

• A request you were charged for twice.
• A charge for a request the gateway never served — a routing failure, or a response we failed to return at all.
• A metering error — a request billed against the wrong price or the wrong token count.
• A duplicate or accidental top-up, reported within 30 days and not yet spent, refunded in full.

A request that reached the model and returned something you did not like is not a metering error. Output quality is not something we can guarantee — see the Terms.

Asking for one

Email [email protected] from the address on the account, with:

• what you want refunded — a top-up, or specific charges;
• the date and amount, or the request id for a charge;
• if it is a stablecoin refund, the address to pay it back to.

We answer within one business day and aim to have the money moving within five. If we say no, we will say why, and you can take it further under Disputes below.

Statutory rights come first: if the law where you live gives you a cancellation or refund right stronger than this policy, that right applies and nothing here limits it.

Cancelling

There is no subscription to cancel — credit is bought once and drawn down per request, so stopping simply means stopping.

Auto-reload

Switch it off from Billing. It takes effect immediately, and no further top-up is charged. Removing your saved card switches it off as well.

Your account

You can close an account at any time by writing to [email protected] from the address on it. On closure:

• every API key on the workspace is revoked, and in-flight requests stop being served;
• any unspent balance is refunded under the rules above, if you ask for it in the same message;
• your data is deleted or retained as set out in the Privacy policy, except what we must keep for tax and accounting.

If we close an account, the same applies, except where the closure was for fraud or for a breach that caused a loss — see the Terms.

Disputes

Talk to us first

Nearly every disputed charge is a top-up somebody did not recognise on a statement, or spend from a key that leaked. Both are things we can show you the ledger for, and both are things we can usually fix the same day. Write to [email protected] with the amount and the date.

We will reply within one business day, and give you a decision with the ledger entries behind it within five.

Chargebacks

If you raise a chargeback with your bank instead:

• we suspend the account while the chargeback is open, because the balance it paid for is in question;
• we respond to the bank with the evidence we hold — the ledger, the request log for the charges in question, and the record of the checkout;
• if the bank decides in your favour, that closes the matter and the credit is removed from the balance;
• if it decides in ours, the account is reinstated with its balance intact.

An account that collects repeated chargebacks may be closed and refused service in future. Fees a bank charges us for a chargeback that is decided in our favour may be deducted from a later refund.

Unauthorised charges

If you think somebody else charged your card through us, say so plainly in your first message and we will treat it as fraud rather than as a refund request: the card is removed, auto-reload is switched off, and the charge is refunded while we investigate.

Contact

[email protected], or the other routes on the Support page. Post reaches us at Willow Global LLC, 1309 Coffeen Avenue, Ste 1200, Sheridan, WY 82801, United States.