Refund Policy
Last updated 2026-10-12 - applies to Buygent in test mode.
Every subscription charge on Buygent - the first annual charge, each renewal and each prorated upgrade - has its own 14-day refund window. This page explains exactly how cancellation and refunds work, with worked examples.
Scope
This policy covers subscription charges on Buygent in test mode: annual Basic and Plus charges, renewal charges and prorated upgrade charges. Every payment here is a test charge inside a Stripe sandbox, and a refund reverses that test charge.
Recovering money for a purchase that went wrong is a different thing: that is the Fix service described in the Terms. Fix is a set of actions we take toward the merchant and the card network; it is not a payment outcome we promise. This page is only about cancelling your subscription and refunding the subscription charges themselves.
The 14-day window
Every successful subscription charge has its own refund window of exactly 14 days (336 hours), measured from the moment that charge was paid, using UTC time. Cancelling up to and including exactly 14 days after a charge makes that charge eligible. One second later, it is not.
When you cancel inside the window, the subscription ends immediately, pending purchases are cancelled and their reserved amounts are released, and each eligible charge is refunded to its original test payment method. You receive a confirmation email stating the exact end date and the refund status of every charge.
How the refund amount is calculated
- Each eligible charge is refunded, minus $50 for each escalation case whose first external submission (a dispute or a complaint) happened while that charge was inside its window.
- One deduction per case, not per stage: a dispute and a complaint on the same case count once. A case that was only drafted and never submitted is never deducted.
- The $50 fee a Basic customer pays to purchase an escalation for one case is a separate charge for that case and is never deducted from the subscription refund.
- Deductions are applied to the oldest eligible charge first, and a case's deduction is never counted twice across overlapping windows.
- Total refund is the greater of zero and (eligible charges - refunds already issued - deductions). A refund never exceeds what you paid, and cancelling never leaves you owing anything.
Worked examples
All amounts are test-mode USD. "Day 0" is the day the charge was paid.
| Situation | Result |
|---|---|
| Basic annual charge of $119.99 on day 0. You cancel on day 10. No escalation cases. | The full $119.99 is refunded. The subscription ends immediately and pending holds are cancelled and released. |
| Plus annual charge of $239.99 on day 0. One dispute was first submitted on day 5. You cancel on day 12. | $239.99 minus the single $50 case deduction: $189.99 is refunded. |
| Basic annual charge of $119.99 on day 0. You separately paid the $50 Basic fee to escalate one case. You cancel on day 10. | The full $119.99 is refunded. The separately purchased case fee is not deducted from the subscription refund. |
| You cancel exactly 14 days after a charge. | The charge is still inside its window and is refunded. |
| You cancel 14 days and one second after a charge. | The charge is outside its window: no refund for that charge. Your access continues to the end of the paid term. |
| Annual charge of $119.99 on day 0, and a $69.99 prorated upgrade charge on day 40. You cancel on day 45. | The annual charge is outside its window. The proration is still inside its own window: $69.99 is refunded, your plan returns to Basic through the end of the already-paid term, and the renewal is cancelled. The app shows you this exact result before you confirm. |
Cancelling during the trial
If you cancel during the 14-day trial, the subscription ends immediately and the annual price is never charged: total charged $0, nothing to refund.
Cancelling outside the window
You can cancel at any time. Outside the refund window, cancellation stops the next renewal; your plan stays active until the end of the paid term and no further charge is made. See the auto-renewal disclosure for how renewals work.
How to cancel
- Open billing settings in the app and cancel online. No email, phone call or letter is required (you can also write to support@buygent.io if you prefer).
- Repeated cancellation requests are ignored beyond the first; they never cause a second refund or a second charge.
- While a refund is still processing, the app shows its pending status instead of accepting a duplicate request.
- Every cancellation gets a confirmation email with the exact end date and the refund status of each charge.
Contact
Refund questions go to support@buygent.io. Related pages: Terms of Service, Auto-Renewal Disclosure.