Limited Mis-Approval Policy

Status of this policy

This narrowly extends - and does not replace - the no-Pay default of the Fix service: Fix takes actions toward the merchant and the card network and never promises an outcome, and it stays the route for problems a merchant caused.

What counts as a Buygent mis-approval

A review can be covered only when Buygent recorded an approved authorization that objectively violated the immutable purchase you approved - the product, its options, the quantity or the exact total - or approved a distinct duplicate authorization against a purchase that was already consumed. The violation must be visible in Buygent's own immutable records: the approved intent and its rules snapshot, the authorization decision, the checkout evidence, the capture record and the purchase history. A statement in your request can never make a payment covered; the automatic check uses records only.

The approval must be attributable to Buygent's decision. If the provider forced or captured an authorization that Buygent had declined, that is a reconciliation matter handled by Fix and manual investigation, not this policy.

What is not covered

• Merchant-side faults: a correct approval followed by the wrong shipment, a non-delivery, or merchant fraud. These stay with the Fix service, which requests merchant refunds and can escalate a dispute or complaint.
• Provider fallback or force capture that Buygent declined (see above): handled as reconciliation, not automatic coverage.
• Anything the records cannot verify. If the checkout evidence does not prove what was actually authorized, the review is held for evidence - it is never treated as covered by default. Later shipment contents alone do not prove a mis-approval.
• A loss that was already recovered: merchant test refunds and any verified provider test refund reduce what remains, and a pending refund blocks finalizing a review rather than assuming a full loss.

Requesting a review

Any Basic or Plus user can request this service-error review for their own purchase, including after cancelling a subscription; no paid escalation is required and buying one does not affect this policy. Open the case for the purchase in the app and use its service-error review link. There is one review per case, and a purchase cannot be split into several cases.

Buygent first attempts cancellation or return of the purchase through the existing Fix actions, and the operator records each attempt and its outcome. Only recorded, unrecovered test loss can end in a simulated record. An operator then reviews the automatic check and approves, rejects or asks for more evidence, with the reasoning stored on your case.

Caps

• Per case: at most the smallest of the actual unrecovered captured test loss, the maximum amount you declared for that purchase, and $100.00.
• Per user: $500.00 in total per UTC calendar year, measured by the year each payment's authorization was created - not the year of the review.
• The caps are the same on Basic and Plus and never reset when a subscription changes. If the annual amount is already used, a covered review is recorded as approved with a zero-amount record and the reason is stored; nothing is owed and no debt is created.

What a covered review can produce

The only possible outcome is a TEST-MODE simulated record inside Buygent's own accounting. It is not a payment, not a prepaid wallet credit, not a bank transfer, and no payout destination is ever collected. There is no provider payout, transfer or live money of any kind.

The simulated record is separate from everything else that carries value: it is not an escalation use, it is never deducted in the subscription refund policy, and it is distinct from the Stripe test refund of the purchase itself. If the purchase is later refunded by a verified provider test refund, the simulated record is reduced or reversed and the corresponding annual capacity is restored - visibly, in the audit trail; history is never deleted.

Contact

Questions about this policy go to support@buygent.io. Related pages: Terms of Service, Refund Policy.