Refund Policy

Failed runs

A failed run that cost nothing upstream is free. If upstream already billed for the attempt (a start fee, say), it is charged at that cost plus 25%, never more than the run's quote, and that charge is not refundable.

Billing errors

If you think a run was billed incorrectly (for example the charge clearly differs from the quote, or the results came back empty or unusable), email us the run ID within 30 days. Once confirmed, we credit the amount back to your balance.

Unused balance

Within 30 days of a top-up, the unused part of that top-up can be refunded to the original payment method, minus any payment-processing fees that cannot be recovered. Balance already spent on runs, and the sign-up credit, are not refundable.

Crypto top-ups are returned to an address you specify on the same network, at the stablecoin face value at the time of the refund.

Deleting your account

Request a refund of any unused top-up before deleting your account. Once an account is deleted, its balance cannot be recovered.

How to request

Email us from your account address with the top-up date and amount, or the run ID. We usually reply within 5 business days. support@prolevelmax.com