Refund Policy

Last updated: August 17, 2026

This Refund Policy explains when a top-up to WayJet (the “Service”) can be refunded and how to ask for one. The Service is operated by WayJet Pte Ltd (“we”, “us”). This policy forms part of our Terms of Service; where the two differ on refunds, this policy governs.

1. How billing works

The Service runs on a prepaid wallet. You top up a balance in advance and each API request is billed against that balance at the model rate shown on our pricing page, plus any applicable platform fee. A top-up buys service credit: it is not a deposit, not a stored-value instrument, and not a cash equivalent. Credit cannot be transferred between accounts or withdrawn as cash.

2. General rule

Except where required by law or expressly provided below, top-ups are final and prepaid balances are non-refundable, including unused balance. Credit is consumed immediately against upstream provider costs we incur on your behalf.

3. Refunds we always give

We refund, without requiring a reason: a duplicate or accidental double charge; a payment captured but never credited to your balance; a charge you did not authorise; and any amount billed in error by us, such as a request priced at the wrong rate or billed twice. In these cases we refund the affected amount in full.

4. Failed and mis-billed requests

Requests that fail because of a fault on our side — a gateway error, or an upstream call we could not complete — are not charged, and any amount already deducted is returned to your balance automatically. If you believe a request was billed despite failing, contact us with the request ID shown on your usage page; if confirmed, we credit it back.

5. Statutory rights and cooling-off

Nothing here limits rights you have under mandatory consumer law in Singapore or your country of residence. Where a statutory right of withdrawal applies — for example the 14-day right for consumers in the EU and UK — you may withdraw from a top-up within that period. By sending a request against a newly topped-up balance you ask us to begin performance immediately and accept that the right of withdrawal is lost for the portion already consumed; the unconsumed portion stays refundable for the rest of the period.

6. Unused balance and account closure

If you close your account you may ask for your unused balance back. We refund the remaining balance less any amount already consumed, and less non-recoverable payment-processing fees where the law allows us to deduct them. A balance too small for our payment processor to return may be forfeited; we will tell you before you close the account if that applies to you.

7. Inactive accounts

We do not expire prepaid balances on a fixed schedule. If we ever introduce expiry for long-dormant accounts, we will give at least 30 days’ notice by email and offer a refund of the remaining balance first.

8. How to request a refund

Email us from the address on your account and include: your account email, the transaction or invoice ID, the date and amount, and a short description of the problem. We aim to acknowledge within 2 business days and to decide within 10 business days. Approved refunds go back to the original payment method through our payment processor (Stripe) and usually appear within 5–10 business days, depending on your bank.

9. Chargebacks

Please contact us before opening a dispute with your bank or card issuer — nearly every issue is resolved faster directly. Opening a chargeback may suspend the account until the dispute is settled, and we may recover any amount already spent from the remaining balance.

10. When we may decline

We may decline a refund where we have reasonable grounds to believe the request is fraudulent, where the account has breached our Terms of Service, or where the balance was consumed in breach of the acceptable-use rules. If we decline, we will tell you why.

11. Changes to this policy

We may update this policy. Material changes will be announced by email or in the dashboard at least 14 days before they take effect, and will not apply retroactively to top-ups already made.

12. Contact

Questions about billing or refunds:

billing@wayjet.ai