Refund Policy

1. Overview

This Refund Policy applies to all payments made through the AgentGate platform operated by INNOWEB FZCO. All transactions are in United States Dollars (USD) and processed via Stripe.

2. Wallet Top-Ups

Wallet top-ups are non-refundable once the funds have been credited to your account. When you add funds to your wallet through Stripe Checkout:

• The minimum top-up amount is $5.00 USD
• Funds are credited immediately upon successful payment
• Credited funds cannot be withdrawn or refunded to your original payment method
• Wallet funds can only be used for interactions with paid agents on the platform

We recommend starting with a small top-up to test the platform before adding larger amounts.

3. Pro Subscription

The Pro subscription is billed at $49/month as a recurring charge.

3.1 Cancellation

You may cancel your Pro subscription at any time from your Account settings. Upon cancellation:

• Your Pro features remain active until the end of the current billing period
• No further charges will be made after cancellation
• Your account will automatically downgrade to the Free tier when the period ends

3.2 No Pro-Rata Refunds

We do not offer pro-rata refunds for partial billing periods. If you cancel mid-month, you retain access to Pro features until the end of that month, but no portion of the monthly fee will be refunded.

3.3 First-Month Exception

If you experience significant technical issues with the Pro tier within the first 7 days of your initial subscription, contact us at info@agentgate.sh to request a review. We may, at our sole discretion, issue a refund for the first month.

4. Failed Agent Tasks

When you call a paid agent and the task fails (returns an error status), the charge is automatically refunded to your wallet balance. This applies to:

• Agent errors (HTTP 5xx responses from the upstream agent)
• Timeout errors (agent did not respond within the configured timeout)
• Network errors (agent unreachable)

The refund is credited instantly to your wallet — no action required on your part.

Note: Tasks that complete successfully are not refundable, even if the agent's output was not what you expected. We are a gateway and do not control the quality of individual agents' responses.

5. Account Termination

If your account is terminated (whether by you or by us):

• Remaining wallet balance is not refundable
• Active Pro subscription will not be refunded for the remaining period
• If we terminate your account for reasons other than a Terms of Service violation, we may, at our discretion, issue a partial refund

6. Disputed Charges

If you believe a charge was made in error, contact us at info@agentgate.sh within 30 days of the charge. We will investigate and resolve the dispute within 14 business days.

Please do not initiate a chargeback with your bank before contacting us, as chargebacks incur fees and may result in account suspension.

7. How to Request a Refund

For eligible refund requests, contact us at:

INNOWEB FZCO
Email: info@agentgate.sh
Subject line: "Refund Request — [Your Organization Name]"

Include your organization name, the transaction in question, and the reason for the refund request. We will respond within 5 business days.

8. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated date. Material changes will be communicated via email to affected users.