Refund policy

In one line

Nothing on Fiat Agent renews automatically. A top-up is a single purchase of extra requests that is added to your balance permanently; if it is unused, it can be refunded within 14 days.

Before you buy

Your remaining balance is shown in the rate desk and returned on every API response, so you can see what a pack would add before paying. Packs are added to the same balance the moment payment clears, and they do not expire.

When a purchase is refundable

• Within 14 days of payment, if no request has been made against the top-up.
• When a payment succeeded but the requests were never credited.
• When a card is charged twice for the same order.
• When a purchase was made without the account holder's authorisation.

When a purchase is not refundable

• Once requests have been made against the top-up, because the balance is then partly consumed.
• Where the account was closed for breaching the terms of service.
• Where the purchase was made more than 14 days ago and the balance has been drawn on.

How to request one

Write to us from the email address on the account and include the PayPal order or capture identifier from your receipt. If you no longer have it, the purchase history in the rate desk lists every order with its identifier.

How long it takes

We reply to a refund request within 5 business days. Approved refunds are returned through PayPal to the original payment method, and typically appear within 5 to 10 business days depending on the funding source. PayPal's own processing time is outside our control.

Chargebacks

If you believe a charge is wrong, contact us first — most issues are resolved the same week. Raising a chargeback without contacting us may suspend the account while the dispute is open, and any requests already added by the purchase are reversed.