Refund & Cancellation Policy
1. Scope
This policy covers subscriptions to the Zur-lix service purchased through our self-serve billing. Private enterprise contracts are governed by the specific agreement you signed with us.
2. Cancellation
You can cancel your subscription at any time through the Stripe-powered customer portal linked from your Zur-lix account. Cancellation takes effect at the end of the current billing period. Your access continues until that end date; metered usage accrued up to that point remains payable.
If you prefer, email [email protected] from the address on file and we will process the cancellation for you.
3. Plan fees (monthly base subscription)
Monthly base fees are charged in advance and are non-refundable once the billing period has started. When you cancel, you retain full access until the period ends and are not charged again.
Exceptions where we will prorate or refund a plan fee:
- Verified outage. If the Service is materially unavailable for a continuous period of 6+ hours during a billing month as confirmed by our status page, we will, on request, credit or refund a prorated portion of the base fee corresponding to the downtime.
- Billing error on our side. If we charge the wrong plan, the wrong amount, or charge you after a properly-processed cancellation, we will refund the erroneous amount in full.
- Duplicate subscription. If you end up with two active subscriptions under the same account, we will refund the duplicate.
4. Metered usage
Metered LLM usage is billed in arrears and represents real upstream cost we incur on your behalf plus the disclosed margin. Metered usage is non-refundable once it has been sent to the upstream model provider, because we have already paid for it.
Exceptions where we will investigate and refund metered charges:
- Proxy-side accounting error. If our metering records materially disagree with the upstream provider's billing for the same traffic, we will investigate and refund the delta.
- Unauthorized use due to our fault. If a security incident on our side caused unauthorized usage, we will refund the affected usage.
We will not refund metered usage for the following reasons, though we are happy to help you configure the Service to prevent them going forward: prompts you intended to be cheaper, usage from a leaked key you did not rotate, runaway loops in your own code, or costs incurred on models you chose.
5. Spend caps
Spend caps are enforced best-effort. If a request would exceed your configured cap, it is refused before being forwarded to the upstream model. Because enforcement is best-effort, a small amount of overage (typically within 1-2% of the cap) is possible during bursts; we will not refund usage that lands within this margin, but we will work with you to set a tighter cap.
6. How to request a refund
Email [email protected] with:
- The account email on file and the invoice number(s) in question.
- The specific charge you are disputing and the reason.
- Any supporting evidence (upstream provider billing, screenshots, incident timestamps).
We acknowledge refund requests within 2 business days and resolve most within 10 business days. Approved refunds are returned to the original payment method via Stripe; the bank-side posting time is outside our control and typically takes 5-10 business days.
7. Chargebacks
If you believe a charge is wrong, please contact us first — we resolve billing disputes quickly and fairly. Raising a chargeback without first contacting us may result in suspension of your account pending investigation, because chargebacks create costs and operational overhead that a direct refund does not.
8. Changes to this policy
We may update this policy on 14 days' notice by email to the account owner. The version in effect at the time a charge was made governs the refund treatment of that charge.
9. Contact
Refund and billing questions: [email protected].