Refunds, disputes and chargebacks
Buyers always receive back the full amount they paid. Because AgentaOS is the Merchant of Record, we administer refunds in line with the merchant's own refund policy. The merchant decides eligibility; we process the money movement and issue the credit note.
How a refund works
| Who the buyer contacts | The merchant, using the support email shown on the receipt. Buyers may also contact AgentaOS directly. |
|---|---|
| What the buyer receives | 100% of what they paid, including the VAT or sales tax, returned to the original payment method where possible. |
| How long it takes | We release the refund immediately on approval. Arrival depends on the buyer's bank, typically 5 to 10 business days. |
| What it costs the merchant | Processing a refund is free. In line with industry standard, the original transaction fee is not returned. |
| Tax | We reclaim and adjust the VAT or sales tax already filed on the original sale. The merchant does nothing. |
The 14-day withdrawal right
EU consumers have a statutory 14-day right of withdrawal on distance contracts. For digital content and services delivered immediately, that right is forfeited once the buyer expressly consents to immediate access and acknowledges losing it. Our checkout captures that consent. Statutory rights cannot be waived by a merchant policy, so genuine entitlements are always honoured. See the Buyer Terms.
Subscriptions
Buyers can cancel a subscription at any time from the link on their receipt. Cancellation takes effect at the end of the current billing period; the current period is not automatically refunded unless the merchant's policy provides for it.
Disputes and chargebacks
A chargeback is filed by the buyer's bank rather than by the buyer, and it is filed against Aristokrates OÜ as merchant of record. We contest illegitimate disputes with the card network on the merchant's behalf and may ask the merchant for evidence such as delivery logs or usage records.
| Dispute fee | EUR 35 or USD 35 per card dispute, applied whether the dispute is won or lost. It is not returned. |
|---|---|
| Bank transfer and digital dollars | These payment methods do not have chargebacks. |
| Excessive rates | Sustained high refund or chargeback rates may result in reserves, additional fees, or suspension. |
| Unreachable merchant | If a buyer cannot reach a merchant, and neither can we, for 10 business days after we first contacted the merchant about the complaint, we may refund. See Master Services Terms, Section 10. |
When AgentaOS refunds without instruction
As merchant of record we may issue a refund without the merchant's instruction only on the exhaustive grounds in the Master Services Terms, Section 10. We tell the merchant which ground applied. They have 30 days to challenge it.
Last updated .