> ## Documentation Index > Fetch the complete documentation index at: https://docs.mixroute.ai/llms.txt > Use this file to discover all available pages before exploring further. # Top-up and Refund Terms > Effective date: 2026-10-08 These Terms explain the rules governing top-ups, balances, bonus credits, refunds, and pricing for MixRoute accounts. The MixRoute Services are developed and provided by ELITE CLOUD PTE. LTD. ## 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* Except for refunds requested under these Terms, balances may only be used to pay for MixRoute Services and may not be withdrawn or redeemed for cash.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](https://mixroute.ai/pricing/). * 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](/en/service-term). * 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](mailto: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. **These Terms should be read together with the MixRoute Terms of Service, Order Forms, and other applicable service documents. If an Order Form expressly provides otherwise, its provisions shall prevail.** This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.