1. Definitions
- Paid Balance: The account balance obtained through top-ups for which you have actually paid.
- Top-up Bonus Credits: Additional credits you receive when topping up, based on the top-up tiers or offers announced on the official website.
- Promotional Credits: Credits issued by MixRoute through new-user trials, marketing campaigns, or other offers.
- Bonus Credits: The collective term for Top-up Bonus Credits and Promotional Credits.
2. Balances and Validity
- Balances are denominated in US dollars.
- Paid Balance never expires.
- Bonus Credits also never expire.
- Except for refunds requested under these Terms, balances may only be used to pay for MixRoute Services and may not be withdrawn or redeemed for cash.
3. Bonus Credit Rules
- When you use the Services, the system deducts Bonus Credits first. Paid Balance is deducted only after Bonus Credits have been exhausted.
- Bonus Credits are non-refundable, non-transferable, and may not be redeemed for cash.
- Top-up Bonus Credits are calculated according to the tier applicable to each individual top-up amount; multiple top-ups are not combined. The applicable tiers and rates are those announced on the official pricing page.
- Top-up Bonus Credits are issued after receipt of the corresponding payment has been confirmed.
- If Bonus Credits are obtained through multiple accounts, fictitious transactions, or other improper means, MixRoute may revoke the relevant Bonus Credits and suspend or terminate the account in accordance with the Terms of Service.
- Accounts with enterprise-specific pricing are not eligible for additional Top-up Bonus Credits.
- The scope and conditions of use of Promotional Credits are governed by the promotion details provided when those credits are issued.
- MixRoute may adjust top-up tiers, bonus rates, and promotions. Such adjustments do not affect Bonus Credits that have already been issued.
4. Refund Rules
- Except as required by mandatory law, as otherwise agreed in an Order Form, or in confirmed cases of significant service deficiencies attributable to MixRoute, fees already incurred are generally non-refundable.
- For credit card payments, you may request a refund of the unused balance within 24 hours after payment, less payment processing fees.
- Cryptocurrency payments are non-refundable.
- Enterprise customers with a signed contract may request a refund of unused Paid Balance upon termination of the contract, less bank fees.
- Refunds to enterprise customers will be remitted within 30 days after the refund request is approved.
- Unused balances that do not meet the conditions above are non-refundable, but never expire and remain available for use.
- When a refund is requested, the Top-up Bonus Credits associated with that top-up are also revoked. Any portion of those credits that has already been used is deducted from the refundable amount.
- Example: You top up US$1,000 and receive US$20 in Bonus Credits, then use US$30 (deducting the US$20 in Bonus Credits first, followed by US$10 from Paid Balance). If you request a refund within 24 hours, the refundable amount is US$970 (the remaining US$990 in Paid Balance minus the US$20 in Bonus Credits already used), less payment processing fees.
- Refunds are returned to the original payment method: credit card refunds go to the original card, and bank transfer refunds go to the originating bank account.
- Refund amounts are calculated in US dollars. You are responsible for any differences or fees arising from exchange-rate changes or bank processing.
- If a payment is reversed or subject to a chargeback, MixRoute may deduct the Paid Balance and associated Bonus Credits from that top-up and suspend the account until the payment matter has been resolved.
- Except as otherwise required by mandatory law, unused Paid Balance and Bonus Credits are non-refundable for accounts suspended or terminated for violating the Terms of Service.
5. Pricing
- Standard accounts are billed at the prices published on the official website. Enterprise customers with a signed contract are billed at their agreed enterprise-specific prices.
- Usage is charged at the prices in effect at the time of use.
- Enterprise-specific prices apply to the agreed month. Prices for the following month are confirmed at the beginning of that month.
- Price adjustments do not reduce your remaining balance.
6. Requests and Amendments
- To request a refund, submit a ticket through the Support Center in the console or email service@mixroute.ai. Provide your account, payment date, payment method, and the amount requested.
- Refunds are processed following review. The time taken for a credit card refund to appear in your account depends on the card issuer’s processing procedures.
- MixRoute may decline refund requests that do not meet these Terms. An exception made in an individual case does not establish a precedent for future cases.
- MixRoute may amend these Terms from time to time. Amendments that have a materially adverse effect on you will be notified in advance in accordance with the Terms of Service.