---
title: "Getting a refund on unused credits"
type: "help-article"
category: "Credits & Billing"
article_type: "guide"
published: "2026-11-11"
url: "https://fless.io/help/credits-billing/getting-a-refund-on-unused-credits"
---

# Getting a refund on unused credits

Credit packages are one-time purchases, not subscriptions, and the refund policy is written to be simple. This guide covers exactly what qualifies for a refund, what does not, and how to ask, so there are no surprises after a purchase.
## The 14 day window
Purchased credits are refundable within 14 days of purchase, provided no hunt has been started using those credits. If you bought a package and your plans changed before you used it, you can get it back. The window starts on the day of purchase, not the day you first think about it, so asking early is the only thing to remember.
## Which credits are not refundable
Bonus credits from promotions, referrals, or the ambassador program are non-refundable. They were never purchased, so there is nothing to return. The 14 day window applies to the credit packages you actually paid for, which is also why a refund only covers credits no hunt has touched.
A quick example: you buy a package on the first of the month, and on the tenth your move falls through before any hunt has started. Every purchased credit from that package is still refundable until day fourteen. The same purchase with two hunts run on it would not be, because those credits did their job.
## How to request a refund
Send us a note through the contact form with the account email you purchased under. We read everything and reply by email. Refunds go back through the same BitCart payment channel you paid with, so nothing about the process needs a phone call or a support ticket number to keep track of.
## If you already started a hunt
Once a hunt has used the credits, they are spent, and the refund window no longer applies to them. That part of the policy protects the work already done: buildings contacted, responses handled, tours scheduled. Credits still sitting unused from that same package keep their normal behavior, which means they never expire.
## Credits you simply have not spent
Unspent credits are not something to manage against a deadline: credits never expire. If you are not ready to hunt this month, the credits sit in your account until the right search shows up, next month or next year. A refund is for the case where the purchase itself was wrong, not for the case where life got busy.
Questions about a purchase? [Contact support](/contact).

Human page: https://fless.io/help/credits-billing/getting-a-refund-on-unused-credits