Legal
Refund policy.
You are not charged for a call that fails, and unspent balance is refundable. Here is exactly how billing works and how to get your money back.
01
The short version
A run that fails is not charged at all: the hold is released in full, automatically, no email needed.
A quote is not a cap: the quote is held while the call runs, you are charged what the call actually cost, and a call that costs more than its quote is charged up to 2x the quote. Above that, Omnial MCP absorbs the difference.
Balance you have not spent is refundable. See unspent balance below for the window and how to ask.
The rest of this page explains exactly how a call is billed, what we do and do not refund, and how to reach us before you go to your bank.
02
How a call is billed
1. You call; we place a hold
Making a tool call places a hold against your available balance, sized to the quote for that exact input; omnial_execute with dry_run: true shows you that same figure before you commit to it. Held balance is not spent; it is set aside while the call runs.
2. The call finishes; we settle
When the provider responds, we compute what the call actually cost and charge that, releasing whatever is left of the hold back to your available balance. At or under the quote, that is the whole story: you pay the real cost and the rest comes straight back.
3. The call fails; the hold is released
If the call fails at any stage (the provider errors, times out, or we cannot reach it), nothing was delivered, the charge computes to zero, and the entire hold returns to your balance. No email needed, no form to fill in.
A call can cost more than it was quoted: a provider that billed for more than it was asked for, or an estimate that was wrong about a quantity. That excess is charged too, and it can take your balance negative; a negative balance is a debt and no new call starts while it stands. It is bounded on every call at 2x the quote; past that we absorb the difference ourselves and pull the tool out of the catalog, because a call that costs a multiple of its own quote is our defect, not your usage.
03
When you are not charged at all
- The call fails. Whatever the cause (the provider is down, it returns an error, our own worker crashes mid-call), the hold is fully released and the charge is zero.
- The call is refused before it starts. A missing scope, an insufficient balance, or a spend cap stops the call before any provider is contacted, so it never touches your balance.
If a call failed and your balance does not look right afterwards, that is a bug and we want to know about it. Email pixellabsweb3@gmail.com with the run and the date, and we will fix it.
04
Stopping a call in progress
Some tools support a stop request; where the provider declares that capability, your agent can ask for the run to be cancelled and the remaining hold is released. Where it is not declared, there is nothing to send; the tool's page states whether it supports stopping.
If a call was made by mistake and it does not support stopping, email pixellabsweb3@gmail.com as soon as you can. If we catch it before the provider has done anything billable, we will stop it and release the hold; if the provider has already done the work, that cost has already been incurred and is not ours to waive; see the next section if the result itself is the problem.
05
You got a result, but it is wrong or unusable
A call that ran and was charged has been billed for real work done by a real third-party provider, and we are not able to refund a provider's legitimate cost after the fact, but we are not interested in keeping a markup on a result you cannot use.
Email pixellabsweb3@gmail.com within 14 days, name the run, and tell us what went wrong. Depending on what happened, we will do one of these:
- Refund our markup on that call, if the provider's own output was clearly broken: malformed, empty, or plainly not what the tool's contract promised.
- Escalate to the provider if their own terms cover a refund for that failure, and pass back whatever they return.
- Explain honestly why we think the result is what the tool does, if that is the answer; correct output you did not want is not a billing error.
What this does not cover: a call whose result was accurate but did not suit your use case, or a provider's own rate limit or outage that our terms of service already disclose as outside our control.
06
Refunding unspent balance
Balance does not expire, so there is no rush, but if you have topped up and decided Omnial MCP is not for you, we will refund what you have not spent.
Unspent balance is refundable within 30 days of the top-up that funded it. Request a refund and we send the unspent portion of that top-up back to your original payment method, with the corresponding amount coming off your available balance.
After 30 days, a top-up is non-refundable on request, but the balance it bought stays in your workspace indefinitely and never expires, so nothing is lost; you can still spend it.
If we close your account, the 30-day window above does not apply. If we close it for a reason that is not your fault (we discontinue the service, for example; see the terms of service), we refund your full unspent purchased balance regardless of how long ago you topped up. If we close it for a serious breach of the terms instead, we may apply your unspent balance against amounts you then owe us that are due and liquidated — a negative balance, an unpaid charge, or a chargeback fee — and refund the rest. We will not withhold your balance against a claim for damages we have not yet established.
The 30-day window also does not apply if you reject a change to the terms under the terms' changes section: in that case we refund your full unspent purchased balance regardless of when you topped up.
Closing your account does not refund your balance: it keeps it, recoverable. Closing (see the terms of service's closure section) revokes your API keys, detaches your saved card, and turns off auto top-up, but any balance left on the account is neither refunded nor removed; it stays recorded exactly as it was. It is never auto-refunded and never zeroed. If you reopen the account (you can do this any time, from the billing dashboard, with no waiting period), that balance is spendable again, less anything refunded or reversed while the account was closed (see below: an unspent top-up inside its 30-day window stays refundable even after you close, and a refund or a dispute debits the balance the same way whether the account is open or closed). Reopening does not restore your revoked API keys (you mint new ones), re-attach your saved card, or re-arm automatic top-up; those need setting up again.
If you want your balance refunded rather than kept, ask before you close the account; email pixellabsweb3@gmail.com. Once closed, an unspent top-up inside its 30-day window is still refundable exactly as described above; send that request and we will process it against the closed workspace. Balance already spent on a completed call is not covered by this section; that goes through the section above if the result itself was the problem.
Balance we grant rather than sell (a promotional credit, for example) has no cash value and is not refundable, because there is no purchase behind it to refund.
07
How to ask for a refund
Email pixellabsweb3@gmail.com from the address on your account. Include the run or the top-up in question if there is one. You do not need to fill in a form.
- We reply within 3 business days.
- Approved refunds are issued to the original payment method through Stripe. Your bank typically takes 5–10 business days after that.
- Refunds are in the currency you paid in. We do not cover any currency-conversion difference your bank applies.
Before you file a chargeback
Please send us a refund request first. A chargeback costs us a fee and freezes the account while it is disputed, and nearly every one of these is a billing question we would have simply fixed. If we have got something wrong, tell us and we will make it right; that is a cheaper outcome for both of us.
08
Contact
Pixel Labs Solutions LLC
pixellabsweb3@gmail.com
This policy sits alongside the terms of service and the privacy policy. Nothing here removes any refund right the law gives you where you live.