Refunds
Refund policy
Effective 19 September 2026.
General rule
Prepaid Wally credits you buy through Stripe are non-refundable, except where the law requires a refund or where a fault on our side caused the charge: a billing error, a duplicate charge, or an outage that consumed credit without producing a response. The $5 welcome grant is promotional credit, not a purchase, and is not refundable.
Platform faults
If a request fails on our side and still debits your balance, tell us the request id from the response within 14 days. Once we confirm the fault, purchased credit is refunded to your original Stripe payment method. Welcome-grant credit is restored to your ledger; it is not paid out through Stripe.
How to request one
Email san@runanywhere.ai with a description of what happened and whichever identifier fits the case: the request id from the response, for a request that failed on our side and still debited your balance, or the Stripe payment or charge id from your receipt, for a billing error or a duplicate charge. We check a request id against the usage record and a Stripe payment or charge id against the billing record, then answer by email. An approved refund of purchased credit is issued through Stripe and lands on the same schedule Stripe uses for that payment method; welcome-grant credit is restored to your ledger instead, as above. We publish no processing-time guarantee and issue no refund automatically.
Unused credit
Credit you have bought and not spent does not expire while your account is open. Closing the account does not create a new refund right: an unused purchased balance is not paid out on close, and the general rule above still governs, so we refund only where the law requires it or where a fault on our side caused the charge. Unused welcome-grant credit is not payable in cash and is not refunded on close. If you think a charge on the account falls under one of those two exceptions, email us before or after you close it and we will check it against your billing and usage records.