Refund and Credit Policy
How prepaid credits, minimum reservations, duplicate payments, failed execution, promotional credits, and support requests are handled.
Last updated May 7, 2026. For negotiated contracts, the signed agreement controls.
Credit purchases
- Prepaid wallet
- Stripe credit packs add prepaid USD wallet value to the purchasing workspace after the verified checkout webhook posts successfully.
- Unused credits
- Unused purchased credits may be refunded to the original payment method when requested from the billing email and when no legal, fraud, or chargeback issue blocks the refund.
- Promotional credits
- Promotional, remediation, internal smoke, or manually granted credits are not cash-equivalent and are not refundable.
Batch charges
- Reservation
- Batch creation reserves the quoted billable amount at micro-dollar precision. In-flight reservations are not available for new work.
- Settlement
- Completed work settles against actual usage and releases unused reserved credit. Failed or canceled work releases unused reservations where no provider cost was incurred.
- Disputes
- Contact support with the batch id, checkout id, and expected outcome. Platform duplicate charges, uncredited paid checkouts, and verified service errors can be credited or refunded.
Request process
- Where to write
- support@batchrouter.com
- What to include
- Workspace name, billing email, Stripe checkout id, BatchRouter batch id if relevant, and the reason for the request.
- Timing
- BatchRouter reviews refund and credit requests promptly. Card-network and Stripe processing times can still affect when money appears on the original payment method.