Top-up & Refund Policy

This policy explains how top-ups, balances, and refunds work on MRAFX Gate. It forms part of the Terms of Service.

1. Top-up methods

• Credit and debit cards, Apple Pay, Google Pay (processed by Stripe)
• Alipay, WeChat Pay (processed by Stripe)
• Wire transfer (business accounts; contact us first for payment details)

Once a top-up completes, the amount is credited to your balance in the currency paid (CAD or USD). We issue an invoice for every top-up.

2. Balance rules

1. Balance can only be used to pay for MRAFX Gate, bears no interest, cannot be withdrawn to third parties, and cannot be transferred to another account.
2. Balance does not expire. If an account has no sign-ins or calls for 24 consecutive months, we will email you 30 days in advance; if there is still no response, we will handle the balance as required by applicable law.
3. Bonus or promotional credit can only be spent, is not refundable, and may have a usage period as stated in the promotion.

3. When you can get a refund

You may request a refund of unused, paid balance at any time, provided that:

1. The account has completed the verification we require;
2. The account has not been terminated or frozen for fraud, unlawful activity, or serious breach of the Acceptable Use Policy;
3. The funds are not subject to a chargeback, dispute, or investigation.

We will refund you without a request if:

• We withdraw a model you are using for upstream reasons and you do not want to move to another model; or
• We discontinue the service for reasons other than your conduct.

4. How and when refunds are paid

1. Refunds go back to the original payment method. If that is not possible, we refund to a bank account in your name after verification.
2. We process complete requests within 10 business days. Arrival time depends on the payment channel, typically 5 to 10 business days.
3. Non-refundable fees already charged by the payment channel are deducted from the refund and itemized on the refund statement.
4. Credit already spent is not refundable. We calculate usage from call records, which you can review line by line in the console.

5. Billing errors

If you believe a call was billed incorrectly, contact us within 60 days with the upstream request ID (the x-gate-upstream-request-id response header). If we confirm the error is ours, we credit the difference back to your balance.

6. How to request

Submit a refund request in the console, or email support@mrafx.com with your account email and the amount you want refunded.