1. Current payment status and currency
Evaluation access does not create a live charge. A Customer initiates a charge only through an affirmative paid checkout or a separately enabled auto-reload rule. Checkout displays the exact product, quantity, U.S.-dollar total, taxes if applicable, billing interval, renewal terms, and contracting business before confirmation. Charges appear as AI GATEWAY HQ or the substantially similar descriptor disclosed at checkout.
The Services are delivered digitally. There is no physical shipping. Subscription access or prepaid service credit begins only after AI Gateway HQ receives and verifies a successful payment event; a return redirect or pending card authorization alone does not create entitlement.
2. Free evaluation
A free evaluation may include a limited plan, promotional service credit, or both. It can expire or end when the stated request, credit, time, or feature limit is reached. No card is charged unless the account owner separately confirms a paid checkout or enables a disclosed auto-reload. Promotional credit has no cash value, cannot be transferred, and is not refundable.
3. Subscriptions and renewal
A monthly or annual subscription renews automatically for the same interval at the then-disclosed price until canceled. The customer can cancel through the billing portal when available or by sending a cancellation request from an authorized billing or organization contact. Cancellation takes effect at the end of the paid billing period unless checkout or an Order says otherwise. Access remains available through that period, subject to security suspension and these Terms.
Cancel before the renewal date to avoid the next charge. Subscription fees are not prorated or refundable for partial periods, unused seats, forgotten cancellation, or low usage, except where required by law or where AI Gateway HQ confirms a duplicate, incorrect, or unauthorized charge attributable to our systems. An Order may provide a different cancellation or termination right.
4. Prepaid gateway credit
Purchased gateway credit is applied to eligible gateway usage at the rate disclosed on the Pricing page or at checkout. It is a prepaid right to use the Services, not a deposit account, cash equivalent, or provider credit. BYOK model inference remains a separate charge between the customer and its provider.
A purchase of prepaid service credit is final after any portion of that purchased pack is used, except for a verified billing error or a refund required by law. An entirely unused credit purchase may be canceled and refunded to the original payment method if an authorized billing contact requests it within 14 calendar days after settlement. Promotional, bonus, refunded, disputed, or previously consumed credit is excluded. AI Gateway HQ may require account verification and will deduct the corresponding unused credit before issuing the refund.
5. Managed-provider reservations
Managed model access is disabled unless the account and deployment explicitly show it as enabled. When enabled, it requires managed-eligible prepaid cash. Before forwarding a request, the gateway may reserve a conservative amount for provider cost and gateway fees. A clearly failed request releases the applicable reserve. If the provider accepted a request but its final cost is ambiguous because of a timeout or interrupted response, the conservative reserve may remain captured while the event is reconciled.
A Customer can use BYOK connections to keep the provider's inference billing directly in its own provider account. Managed-provider price, model, region, and reserve behavior must be displayed before managed traffic is enabled.
6. Auto-reload
Auto-reload is optional and off until an authorized administrator configures a payment method, balance threshold, reload amount, and monthly cap. An eligible balance crossing the threshold can create a new charge. The monthly cap is a hard ceiling for successful reload charges, not a promise that every attempted reload will succeed.
Disable auto-reload before the next threshold event to stop new automatic charges. Disabling it does not reverse a reload already created or settled. Concurrency and idempotency controls are designed to prevent duplicate reloads; a verified duplicate caused by AI Gateway HQ will be reversed or credited after investigation.
7. Failed requests and credits
A failed BYOK upstream call releases the associated gateway reservation under the documented billing flow. Requests blocked before provider forwarding do not consume a successful-request gateway fee. Network retries may be separate provider operations unless the client supplies and reuses a supported idempotency key. Customer is responsible for provider charges assessed under its BYOK provider agreement.
8. Requesting a correction or refund
Submit the request through the secure contact channel on this page using an authorized account or billing email. Include the organization, invoice or payment identifier, charge date and amount, and a concise explanation. Never submit a full card number, card security code, password, provider credential, gateway key, or prompt content.
We will acknowledge and investigate the record against the payment processor and internal ledger. An approved refund is returned to the original payment method when possible; timing after submission is controlled by the payment network and financial institution. We do not issue cash or send a refund to a different account. Any service credit associated with the refunded amount is removed.
9. Disputes and chargebacks
Contact customer service first so we can investigate. A payment dispute, chargeback, reversal, or failed renewal may deduct the associated entitlement and can make a service-credit balance negative. Billable traffic stops when usable credit is unavailable. If a financial institution resolves a dispute in AI Gateway HQ's favor, the corresponding entitlement may be restored exactly once after verified settlement.
10. Service termination
Closing an account does not automatically reverse settled charges or waive amounts due. Before closure, export records the organization must retain and cancel subscriptions and auto-reload. Remaining promotional credit is forfeited. Treatment of unused purchased credit follows Section 4 and any controlling Order or law.
Questions, requests, or notices
Use the encrypted contact workflow for account, billing, privacy, cancellation, or legal requests. Do not submit passwords, card data, provider credentials, gateway keys, or sensitive prompt content.