Refund Policy

This policy explains when a payment made through MuggleLink / ROZO may be refunded. It applies to both MuggleLink Account Credits and credits delivered to a third-party AI platform.

1. Credit purchases are final

MuggleLink Account Credits are credits held in your MuggleLink account and used through the MuggleLink API. Platform Credits are prepaid credits or usage balance purchased for a supported third-party AI platform.

Supported third-party platforms and services include OpenRouter, Venice, Anthropic, OpenAI, Google Gemini, xAI Grok, DeepSeek, MiniMax, and other AI providers.

All Credit Purchases become final and non-refundable once your payment has been successfully confirmed. Payment confirmation starts fulfillment immediately. MuggleLink / ROZO cannot cancel a Credit Purchase after fulfillment begins. We cannot reverse, withdraw, transfer, redeem, or recover credits after they have been added to your MuggleLink account or delivered to the third-party account, payment link, or other destination you provided.

Before paying, you must verify the selected platform, destination account, payment link, credit amount, currency, and other order details.

2. Refund exceptions

A Credit Purchase may be eligible for review only when:

• we confirm that fulfillment permanently failed and no credits were added or delivered;
• the same payment was charged more than once;
• the payment was unauthorized;
• we charged an incorrect amount due to our error; or
• a refund is required by applicable law or payment-network rules.

If delivery is pending or cannot yet be confirmed, we may place the order under review before deciding whether a refund is available. This prevents both successful delivery and a duplicate refund for the same order.

3. Other non-refundable credits

• Promotional or bonus credits granted at no charge are not refundable, since no payment was made for them.
• Accounts terminated for abuse or violation of our Terms of Service forfeit any remaining balance and are not eligible for a refund.

4. Failed payments and reversals

A failed payment or automatic bank or UPI reversal is not a merchant refund. If your account was debited but payment confirmation did not reach MuggleLink / ROZO, your bank or payment provider may return the funds under its payment-network rules.

5. How to request a review

Email support@mugglelink.com with your top-up order ID (shown on /dashboard/billing) and the affected amount. We may ask for information needed to confirm the payment and delivery status.

6. Processing time

Approved refunds are submitted to your original payment method within 5 to 10 business days. Depending on your card issuer, it may take a few additional days for the credit to appear on your statement.

7. Questions

If you're unsure whether your top-up qualifies, email support@mugglelink.com and we'll help. We typically respond within 1 business day.