Refunds & cancellation

What you are buying

agenttrove.ai sells prepaid tokens. You buy a balance up front, your agents spend it as they work, and when it runs out nothing continues to charge you. There is no subscription, no renewal date and no per-seat licence, so there is no recurring payment to stop and nothing that quietly renews.

Every purchase is made from Excent RIT Services Ltd (company number 06455789), and payment is taken in GBP. Prices shown in other currencies on this site are a rounded guide.

Purchases are final

Tokens are digital content, and they are added to your balance and available to spend the moment a payment settles. Because the thing you bought is delivered immediately and in full, a purchase is not reversible on request, and we do not offer refunds for change of mind.

That is the commercial position. It does not remove any right you have by law, and the section below sets out what those rights are and how to use them.

What protects you instead

You do not have to pay to find out whether this works. Every new workspace opens with 5 million tokens already in it and no card required, which is enough to run real work through your own documents before any money is involved. Evaluate first, and buy only once it has earned it.

Tokens do not expire. A balance you paid for stays yours until you spend it, so a purchase you have not used yet is not lost — it is simply still there. There is no monthly reset and no use-it-or-lose-it date.

And because you pay before you use rather than after, there is no invoice at the end of the month for usage nobody was watching. The bill you did not expect is the thing most refund requests are actually about, and this model does not produce one.

Your rights if you are a consumer

If you are buying as a consumer rather than for a business, UK consumer law gives you 14 days to cancel something bought online. That right is yours regardless of what this policy says, and where it applies we honour it.

For digital content there is one qualification, and it is the reason the section above is worded as it is: where you have asked for the content to be supplied immediately and acknowledged what that means, the cancellation right does not extend to what has already been supplied. Tokens are supplied as soon as a payment settles.

If you think a purchase should be cancelled or refunded under consumer law, say so and we will look at it on that basis rather than as a discretionary request. Nothing in this policy limits a right you have by law, and where the two disagree, the law wins.

If something went wrong

This policy is about changing your mind. It is not about faults. If you were charged twice, charged an amount you did not authorise, or the service did not do what we said it does, that is not a refund request — it is a mistake, and we will put it right.

Tell us what happened and we will investigate rather than point at this page.

Cancelling

There is nothing to cancel in the usual sense: no subscription runs and no payment recurs. If you want to stop, simply stop — you will not be charged again, and your remaining balance stays available for whenever you come back.

If you would like your workspace closed and your data deleted, write to [email protected] and we will do it. Closing an account ends access to any tokens still in it, so if you are holding a balance you care about, tell us and we will talk about it before anything is deleted.

How to raise a request

Email [email protected] from the address on the account. Tell us which purchase you mean — the date and the amount are enough, and the invoice number is quicker if you have it — and what outcome you are asking for.

We acknowledge a request within 1 business day and reach a decision within 5 business days. Where a refund is due, it is returned to the payment method used for the purchase and cannot be sent anywhere else. Once sent it usually reaches you within 10 working days, depending on your bank.

Refunds are handled by a person rather than a button in the product. That is a description of how it works today, not of something we intend to build.

Complaints

If you are unhappy with a decision, reply on the same thread and ask for it to be reviewed. If it is still unresolved, write to Excent RIT Services Ltd at the registered office address on our contact page, marked for the attention of the directors.