Kunavo works as a prepaid wallet: you top up, and API calls draw the balance down. This page explains what can be refunded, how the amount is worked out, and how to ask for it. It does not limit any right you have under the consumer law of your country.
1. What you can get back
- Unused balance you paid for is refundable at any time, to the payment method you paid with. You do not have to close your account.
- Balance already consumed by API calls is not refundable. Failed requests (4xx/5xx responses) are never charged, and a streaming response that disconnects is billed only for the tokens actually delivered.
- Bonus and promotional credit — top-up bonuses, signup and activation credit, referral rewards and credit we add by hand — is not refundable. It stays in your wallet and keeps working.
2. How the amount is worked out
- A refund unwinds your most recent top-ups first. Each one comes back as the cash you paid, and the bonus that was credited with it leaves your wallet at the same time — all of it for a whole top-up, the same proportion for part of one.
- Non-refundable credit is counted as spent last, so it only reduces what you can get back once your balance has fallen below it.
- Stripe keeps its processing fee on every payment, whether or not the payment is later refunded. That fee is withheld in proportion to the part of each top-up being refunded. Example: you topped up $50 and Stripe’s fee was $1.75; $20 of it is unused, so $20.00 − $0.70 = $19.30 goes back to your card.
- If you paid in your local currency, Stripe refunds you in that currency at the exchange rate of the original payment.
- The billing page shows you the exact breakdown before you request anything. The final amount is calculated from your balance at the moment we process the request, so it is a little lower if you keep using the API in the meantime.
3. How to request a refund
- In the dashboard, open Billing → Refund unused balance → Check refundable amount → Request refund. Or email contact@kunavo.com from the address on your account.
- We process requests within 5 business days and email you the result. Your bank then usually takes 5–10 business days to show the refund.
- You can withdraw a request until we start processing it. Automatic top-ups are paused when the refund runs; you can switch them back on at any time.
- Some local payment methods accept refunds only for a limited time after the payment. If part of your refund can no longer go back that way, it stays in your wallet and we contact you to arrange another way.
4. Closing your account
If you close your account, any refundable balance is returned in the same way. Non-refundable credit lapses with the account.
5. A charge that looks wrong
Please contact us first at contact@kunavo.com — we reply within one business day. A charge we made in error is refunded in full, processing fee included. This does not limit any right you have with your card issuer.
6. Payments reported as fraud
If a card issuer reports a payment on your account as fraudulent, we refund that payment to the card and place the account on a temporary hold while a person reviews it. We email you the outcome; a hold is lifted as soon as we can confirm the account is yours.
7. Who you are dealing with
Seller details are published in our Impressum and specified commercial transactions notice. Payments are processed by Stripe.