Refund and Cancellation Policy

Last updated: 9 October 2026

This Refund and Cancellation Policy (the "Policy") applies to all purchases made through the RunMux platform operated by Starry Horizon Limited, a company incorporated in Hong Kong (Company Registration No. 76247432) with its registered address at RM 2G, 1/F, Wah Hung Centre, 41 Hung To Road, Kwun Tong, Hong Kong ("RunMux", "we", "us" or "our"). It forms part of our Terms of Service. Capitalised terms not defined here have the meaning given in the Terms of Service.

RunMux provides digital services only. No physical goods are sold or shipped.

1. Summary

In short: a top-up can be refunded only if you have not used the Service at all in the 30 days after the top-up was credited. Once any usage is recorded, the balance is non-refundable but never expires.

2. Prepaid Balance

2.1 Eligibility. A top-up to your Prepaid Balance is eligible for a refund only if all of the following conditions are met:

1. No Usage of any kind (API requests, Playground requests that incur charges, or any other chargeable activity) has been recorded on your Account from the moment the top-up was credited until the refund request is received; and
2. The refund request is received by us within thirty (30) days of the date the top-up was credited to your Account; and
3. The request is sent from the email address registered to the Account, or submitted through the Billing Center.

2.2 Amount. Eligible refunds are made for the full amount of the top-up less any fees charged by the payment service provider for processing the original payment and the refund. The exact deduction depends on the payment method used and will be stated in our confirmation to you.

2.3 Method and timing. Refunds are made only to the original payment method. We will process approved refunds within fourteen (14) days of approval; the time for funds to appear depends on your payment provider or bank.

2.4 After usage. Once any Usage has been recorded on your Account, the Prepaid Balance (including any remaining portion of that top-up and all subsequent top-ups while usage continues) is non-refundable. The remaining balance stays in your Account, has no expiry date, is non-transferable to any other account or person, and cannot be withdrawn as cash.

2.5 Automatic top-ups. Top-ups made under the automatic top-up feature are subject to this Section 2 in the same way as manual top-ups. You may disable automatic top-up at any time in the Billing Center.

3. Invoice Payments

Invoices are issued for Usage already consumed under a Credit Line. Payments made against an invoice are for services already rendered and are non-refundable.

If you believe an invoice is incorrect, you must notify us in writing within seven (7) days of the invoice date as set out in the Terms of Service. Verified errors are corrected by credit note, not by cash refund, and the credit note amount is applied to your next invoice or Prepaid Balance.

4. Rebate Credit and Bonus Balance

Rebate Credit granted on invoice payments and bonus balance credited from prepaid rebates have no cash value. They are non-refundable, non-transferable and non-withdrawable in all circumstances, and are forfeited when your Account is closed.

5. Service Errors

If you were charged for requests that failed because of a verified fault in the RunMux gateway, we will credit the affected amount to your Prepaid Balance or, for Credit Line usage, deduct it from your next invoice by credit note.

Charges for requests that failed or were rejected because of the Model Provider, your Inputs, content filtering, rate limits or network conditions outside RunMux's control are charged according to the Model Provider's billing rules and are not refundable.

To report a suspected service error, email contact@runmux.com within thirty (30) days of the affected requests, including the request IDs from your usage export.

6. Cancellation

6.1 You may stop using the Service and close your Account at any time from the dashboard or by emailing contact@runmux.com from your registered email address.

6.2 Closing your Account does not relieve you of the obligation to pay any Fees incurred before closure, including any unpaid or interim invoice.

6.3 On closure, any remaining Prepaid Balance, Rebate Credit and bonus balance are forfeited, unless the Prepaid Balance qualifies for a refund under Section 2.

6.4 We recommend exporting your usage records and downloading your invoices and receipts before closing your Account.

7. Chargebacks and Payment Disputes

If you believe a charge is incorrect, please contact us first at contact@runmux.com so that we can resolve the issue. Initiating a chargeback or payment dispute with your bank or payment provider without first contacting us may result in immediate suspension of your Account until the dispute is resolved, and RunMux reserves the right to recover any amounts and costs resulting from an unjustified chargeback.

8. How to Request a Refund

Send an email to contact@runmux.com from your registered email address with the subject line "Refund request", including:

• your Account email address or Customer ID;
• the date and amount of the top-up;
• the payment method used; and
• the receipt number (RCP-…) shown in your Billing Center.

We will acknowledge your request within two (2) business days and confirm the outcome within seven (7) business days.

9. Changes to This Policy

We may update this Policy from time to time. The "Last updated" date indicates when it was last revised. Changes apply to purchases made after the effective date.

10. Governing Law

This Policy is governed by the laws of the Hong Kong Special Administrative Region, and any dispute arising out of or in connection with it is subject to the exclusive jurisdiction of the courts of Hong Kong.

11. Contact

Starry Horizon Limited RM 2G, 1/F, Wah Hung Centre, 41 Hung To Road, Kwun Tong, Hong Kong Email: contact@runmux.com