Refunds and partial delivery
Effective 2026-10-28. Reviewed by: pending legal review. Drafted by JSB Holdings LLC and marked as such until a lawyer has read it.
What you pay when a fax does not end delivered, and how unspent balance comes back. These rules are enforced by the ledger, not by a support request.
The rule by outcome
| State | Charged | What happened |
|---|---|---|
| delivered | every page, at the quoted rate | the provider reported every page received and the report is on the attempt |
| partial | only the pages the provider confirmed | the call dropped. The rest of the hold is released in the same transaction. Nothing is retransmitted on its own |
| failed | nothing | busy or no answer on every bounded attempt, an invalid number, a render failure, or a cancel. The hold is released |
| unknown | nothing yet | the provider has not said. The hold stays until a reconcile decides, then the delivered or failed rule applies. We review every unknown job that is still open after 24 hours and release the hold when the provider cannot confirm |
A send refused before the provider is called, for an empty wallet, a policy denial, an expired quote or an unsupported destination, never holds anything.
Received pages
Received pages are charged as they arrive on your number. A received fax that fails on the line is not charged. Numbers are charged monthly in advance and the charge stops from the month after release.
Unspent balance
Prepaid balance is yours. Write to hello@faxforagents.com from the owner's address. We refund the unspent part by the method you paid with, within 10 working days, less any amount owed. Promotional credit, if we ever grant any, is not refundable and the grant says so.
Subscription
The Agent workspace is billed monthly in advance. Cancelling stops the next charge. A month already started is not refunded, except where consumer law requires it.
Disputes
If a receipt looks wrong, send the job id. We compare it with the provider's record and correct the ledger with an audited adjustment when we were wrong. A card dispute pauses live sends on the organization until it is resolved, because the wallet behind them is in question.