Short version: you only pay for what the API delivered. Failures are never charged. Purchased, unused credits can be refunded under the conditions below.
When the source is unavailable or blocks the read, the API answers with a 502 error and the credit is refunded automatically in the same operation. Parameter errors, invalid keys, insufficient balance and rate limiting consume no credits either. So there is no such thing as a "failure refund": the credit never leaves your balance. If you see a charge in your statement without a matching 200 response, contact us and we will fix it.
Send a request through the contact page or to [DEFINIR: contact e-mail], with your account e-mail and the purchase date. We reply within 5 business days. The amount is returned via Pix to the same key or tax ID that made the payment, within 10 business days of approval.
If a Pix was paid and the credits did not arrive, or arrived twice, let us know through the contact page with the transaction identifier. These cases are fully corrected, with no time limit.
SocialLens · [DEFINIR: company legal name and CNPJ] · [DEFINIR: contact e-mail]