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Billing and invoices

Refunds and the 24-hour rule

Business customers can ask for a refund within 24 hours of a purchase that is still almost unused; consumers have the statutory 14-day right of withdrawal on top. Failed and blocked requests are never charged, so they never need a refund.

Written By Carmine Cella

Last updated 1 day ago

Business customers can ask for a refund within 24 hours of a purchase that is still almost unused; consumers have the statutory 14-day right of withdrawal on top. Failed and blocked requests are never charged, so they never need a refund.

The business rule

You can ask for a refund within 24 hours of purchase if:

  • no more than 5% of a scraping API plan has been used, or
  • no more than 500 MB of a GB-based proxy plan has been used.

Above those limits the purchase is non-refundable. Crypto payments (CoinGate) and local payment methods (Payssion) are non-refundable under this rule; we offer account credit instead. Dedicated products (ISP, datacenter, mobile plans) are non-refundable once the term has started.

A deposit into your balance (Settings → Deposits) is a purchase too: the checkbox I agree to waive my right of withdrawal means the balance is usable at once. An order placed with too little balance is never charged; it waits under Settings → Invoices and expires by itself if you do not pay it.

How to ask

  1. Email support@datafuel.ai (or use Open A Ticket in the dashboard) with the payment reference (PAY-… under Settings → Invoices), the account email, the product, the payment date and the reason.
  2. We review complete requests and process approved refunds within 10 business days; your bank or provider may take longer to show it.
  3. The refund goes back to the original payment method where that is possible, or to account credit if you prefer it or the method cannot receive refunds.

Consumers

If you bought as a private person, the 14-day right of withdrawal applies and is not limited by the rule above. Send a clear withdrawal statement to legal@datafuel.ai (the model form is on the Right of Withdrawal page). If you asked us to start the service at once at checkout, we may charge a proportionate amount for what was used before your notice; once a service is fully performed, the right ends. Refunds are made within 14 days of your notice.

Not refunds

A blocked or failed request is not charged in the first place; if you see credits reserved for one, they return when the task settles. Service credits under an SLA follow the SLA, not this page. Trial credits and trial traffic are never converted to cash.

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