Voluntary coverage
Paid API-balance purchases have six months of coverage from settlement for permanent closure or a continuous service interruption exceeding 14 days. Earlier purchases retain their recorded coverage dates. Paid credit has no scheduled expiry while Zrelay operates. Unused balance is not refundable on demand under this voluntary policy; mandatory rights remain unaffected.
Calculation
An eligible refund is the unused proportion of the amount actually paid for each affected credit lot. Usage consumes oldest lots first. Promotional credit has no paid amount to refund. BTC refunds use the refund-date exchange value, subject to applicable law; exchange, rounding and network-fee treatment is confirmed individually, without automatic deductions.
Request a refund
Email support@zrelay.net with an invoice reference and explanation. Support verifies ownership proportionately and reviews requests manually. Never send recovery codes, API keys or wallet private keys. BTC return addresses are confirmed securely.
Payment problems
Report paid but missing credit using the invoice reference. Delivery or an appropriate legal refund is required for an unfulfilled purchase. Do not pay again merely because confirmation is delayed.
Marketplace purchases
G2G redemption is not available yet. Refunds for G2G sales go through G2G as seller and merchant of record; Zrelay does not operate a parallel sale refund. Direct BTC purchases are separate; a BTC refund is a separate outgoing transfer.
Consumer rights and subscriptions
Consumers may withdraw within 14 calendar days of contract conclusion by unequivocal notice. See the Spanish information and form. Refunds due are made within 14 days of notice using the original method unless expressly agreed otherwise, without a refund fee. Immediate service does not automatically waive rights; proportionate charges require all legal conditions. Non-delivery, conformity and other mandatory remedies remain available.
Plus/Pro cancellation preserves the paid period. Refunds apply for legal remedies, incorrect charges or service failure, without an additional on-demand policy. Ordinary full refunds end the affected period; partial refunds shorten it proportionally. Overcharge corrections and statutory reductions preserve service owed. Failed refunds restore entitlement unless independently terminated. Disputes suspend only the affected subscription period, preserving Base and API balance; resolution in Zrelay's favour restores entitlement.