Refunds

How credits and money come back, and what to do when a charge looks wrong. This page describes the same behaviour the API already implements; it does not replace the Terms.

Credits we never charge in the first place

Most of what would otherwise need a refund never becomes a charge. A credit is debited only after a completed attempt with a definitive outcome from the target, so you are not charged for:

• our errors: any 5xx from us, or a request we cancelled;
• 409 upgrade_required, when a page is blocked and we tell you to choose a paid proxy;
• 400 ssrf_rejected, and blocklisted hosts;
• a proxy pool or model that is unavailable or unconfigured (503);
• a batch item that never ran.

You are charged when the target answered definitively and we did the work: a 404 or 410, a 401 or 403 through a proxy you explicitly asked for, a timeout after we connected, a response over the size cap, or extraction whose output failed your own schema. Those cost us the fetch, so they cost you the credit.

Automatic credit refunds

If we debit a request and then fail to deliver the response, a compensating refund is written to your ledger without you asking. It appears on Billing as Refund, with the reason beside it. If you think a charge was wrong and no refund row appeared, send us the request_id from the response and we will look at the request log for it.

Money refunds

Creem is the merchant of record for every payment. Creem takes the money, charges the tax, issues the invoice, and is where a refund is actually processed. Open Manage billing from your Billing page for invoices and payment method, or email us and we will arrange the refund through Creem.

We refund money where the charge should not have stood: a duplicate payment, a subscription that renewed after you asked to cancel, or a period in which our service was substantially unavailable. Requests are assessed individually rather than against a fixed window. Where a refund is agreed, it goes back to the original payment method, and any credits it paid for are removed from the balance.

Subscriptions

• Cancel any time in Manage billing. You keep the plan until the end of the period you have already paid for.
• Cancelling does not refund the current period by itself, and unused plan credits are not converted to money.
• Plan credits are a monthly allowance, not a stored balance: whatever is unspent expires at period end, shown on Billing as Unused plan credits expired.
• Changing plan is a change to the existing subscription, so Creem prorates the money and you are never billed twice. Credits follow one rule: an upgrade raises this period's allowance immediately, and nothing lowers it mid-period, so a downgrade keeps the credits you have already paid for until the next renewal.

Top-up packs

A top-up is a one-time purchase of credits that never expire and are spent only after the period allowance. Because the credits are delivered immediately and in full, a top-up is refundable only while it is substantially unspent. Credits are not transferable between workspaces and have no cash value.

Trial

The trial grants 1,000 credits once and costs nothing, so there is nothing to refund. It exists so you can test the API before paying.

Chargebacks

Please email us before opening a dispute with your bank. A chargeback suspends the workspace until it is resolved, and almost everything people dispute is something we can settle the same day.

How to ask

Email [email protected] or use the support form, with the invoice number for a payment or the request_id for a charged request. Typical reply is within 1–2 business days.

Fetchflat is operated by SEETO COMMUNICATION LIMITED. Nothing here limits rights you have under consumer law that cannot be excluded by agreement; where those rights apply, they apply in addition to this policy.