Balance guarantee

This page is our contract with you, not a marketing promise. Every point below applies to all users.

1. Your balance can't go negative

Every API key can be given a usage budget. When usage hits the limit, requests stop. The balance can't go negative from an app that keeps running or a leaked key. We never bill usage beyond the balance you have already paid.

2. Pro-rata refunds

We return remaining balance pro-rata when either of these happens:

• A model you use is removed from our catalog, or
• Your API key is blocked by the provider for a cause that is not yourviolation.

Pro-rata means: we calculate the remaining locked balance at the time of the event, return its value, and send the calculation with evidence to your email.

For model removals specifically: the refund covers the remaining balance in your account up to Rp100,000 per account (matching the pilot-phase top-up cap), with the final decision made by the founder per case. The exceptions match key blocks: it does not apply when the cause is yourviolation.

3. Reserve fund

We set aside a dedicated reserve used only to honor the guarantees on this page; refunds do not wait for the current month's revenue.

4. The nature of balance

Giant Router balance is closed credit for service usage: it can't be withdrawn as cash and can't be transferred. Returns happen only through the guarantee on this page, not as an ordinary purchase cancellation.

5. How to claim

Email halo@giantrouter.my.id with the subject[GARANSI] your order, containing:

• Your account email
• The relevant top-up order ID
• A description of the event and any error messages

First reply within 1x24 hours during business hours (08:00-23:00 WIB); claims arriving outside those hours are answered before 09:00 the next day. Guarantee decisions are made by a human (the founder), not a bot, and the reasoning is explained in writing.

Account-decision appeals are answered within 3 business days; price changes are announced 7 days ahead on the status page.