Refund Policy

This policy explains whether a credit purchase can be refunded and how chargebacks are handled. The operator is 深圳市卢耶科技有限公司.

The short version: credits are non-refundable once purchased and can't be exchanged for cash. We only refund money or restore credits in the three exceptions below.

1. Why there are no refunds

Credits land in your account the moment you pay, and you can use them right away for models, data lookups and add-on services. So once bought, they aren't refunded. Try the open-source version and your free credits first, and buy only once you're sure it fits.

2. The three exceptions

1. Duplicate charge: the same order was charged twice (or more). Once confirmed, the extra charge is refunded to the original payment method in the original currency.
2. Overcharge caused by a system error: our system took more credits than the price list says, or you paid and the credits never arrived. Once confirmed, we restore the extra credits to your balance or refund the matching amount.
3. Where the law where you live requires a refund: we follow the law.

In any of these cases, email contact@agentsws.com within 60 days of noticing it, with your account email, the order ID (or date and amount) and what you saw. Requests after 60 days are not accepted, unless the law says otherwise. We usually reply within a few working days. How long a refund takes to arrive depends on the payment provider and your card issuer.

3. The 14-day right of withdrawal (EU and elsewhere)

1. Some laws (such as EU consumer protection rules) give consumers a 14-day right of withdrawal. Credits are digital content delivered immediately after payment: before you pay, the checkout page asks you to expressly agree to immediate delivery and to confirm you understand that you thereby lose the right of withdrawal. Once you've agreed and paid, the 14-day withdrawal doesn't apply to that payment.
2. If a payment didn't go through that confirmation, the withdrawal rules of the law where you live apply.

4. What isn't refunded

1. Purchased credits — spent or not, they aren't refunded or exchanged for cash (except in the three cases above).
2. Free credits (sign-up, promotions, etc.) — they were free, so they can't be refunded or exchanged for cash.
3. The current period of an add-on service — cancellation takes effect at the end of the current period, which isn't refunded; nothing is charged from the next period on.
4. Your balance when you close your account — use your credits before closing; the balance isn't refunded.

5. Chargebacks (disputes with your bank or card issuer)

1. If something's wrong, please contact us first — it's usually much faster than a chargeback, and we take all three exceptions above seriously.
2. If you dispute a payment with your bank or card issuer, we reverse the unspent credits from that payment. Anything already spent is only noted in our records; we won't pursue you for it.
3. While a dispute is open we may pause the account's paid features (top-ups, using credits for models and data lookups, add-on services). The open-source software is not affected — the software and data on your computer keep working.
4. If the dispute is decided in favour of the payment, we restore the reversed credits and the paid features.
5. For clearly abusive or repeated chargebacks we may restrict or close the account under the Terms of Service.

6. When the balance can't cover a reversal

If some of a payment's credits have already been used by the time of a chargeback, we only reverse what's left. Your balance never goes negative.

7. Contact us

• Operator: 深圳市卢耶科技有限公司
• Email: contact@agentsws.com
• Related: Terms of Service, Privacy Policy
• If the Chinese and English versions differ, the Chinese version prevails.