Refund and Credit Policy

Have you found a duplicate charge or a problem with a service? This page explains how to request a review and which rules apply to credits and refunds.

For DEC-250 and ACT-25, also read the conditions of the service you purchased. For the monitoring period and FITO-specific remedies, see the FITO Monitor Service Conditions. The contractual documents contain the full rules.

Last updated: July 14, 2026

This policy applies to approved controlled B2B Italy payments. Anonymous public checkout, consumer/B2C purchases and non-Italian B2B purchases are not enabled.

Scope

This policy applies to MachineSignal B2B Italy customers using an approved controlled payment flow. If MachineSignal enables consumer purchases in the future, this policy must be rewritten and approved before that launch.

Credit rule

A credit is consumed only when MachineSignal produces an output that is valid, tracked and compliant with the purchased product rule.

These cases should not consume credit:

Unsuccessful approved payment flow

If an approved payment flow is not completed, no credits are assigned and no invoice is issued. Any later attempt must use an approved payment flow.

Duplicate approved payment

If a duplicate approved payment is confirmed, MachineSignal reviews the order, Stripe event id, amount and product code. A confirmed duplicate is refunded or reversed. If an invoice has already been issued, the appropriate fiscal process is followed, including a credit note where required.

Credits not assigned after approved payment

If an approved payment is recorded but credits are not assigned, MachineSignal corrects the credit ledger and assigns the purchased credits. If correction is not possible within a reasonable time, MachineSignal may provide a refund or another approved remedy.

Invalid output

If output is invalid because of a MachineSignal technical error, the credit is not consumed or is restored if already deducted.

MS-ACT-25 eligibility and record-level remedies

An MS-ACT-25 payment path is opened only after a valid entitlement proves that the same buyer paid for and completed MS-DEC-250 and identifies exactly 25 qualified source records. If this gate is not satisfied, the order is rejected before payment.

For a confirmed invalid, incomplete or duplicate MS-ACT-25 record attributable to MachineSignal, the normal remedy is correction or replacement of that record. A valid delivered record remains consumed. A whole-pack refund is not automatic where the pack is substantially valid and the affected records can reasonably be corrected or replaced.

Valid output

If the output is valid, delivered and compliant with the product rule, the credit is consumed. No automatic refund is due solely because the customer dislikes the result, does not obtain a commercial outcome or later evaluates the opportunity differently.

Dissatisfaction review

Customers may request review of a specific output if they believe it is wrong, incomplete or unusable. The request should include the order id, request id, product code and a clear description of the alleged technical issue. MachineSignal reviews the request using the credit ledger, input data, output status and applicable product rule.

If the issue is confirmed as a MachineSignal technical error, MachineSignal may restore the credit, provide a replacement output, correct the ledger or provide another remedy. Dissatisfaction with a valid output or lack of commercial result does not by itself create an automatic refund right.

Refund after invoice

If a refund happens after an invoice has been issued, a Stripe refund alone does not close the fiscal cycle. MachineSignal follows the approved billing process in Fatture in Cloud, including an electronic credit note where required.

How a refund request is handled

Submitting a refund request records the case for manual review. It does not automatically refund a Stripe payment, cancel an order, create a Fatture in Cloud credit note or submit any document to SdI. MachineSignal first verifies the order, payment, delivery, reported issue and fiscal status. Provider and fiscal actions are performed only after the request is approved and the applicable accounting procedure has been identified.

Download access expiry

DEC-250 and ACT-25 output files remain downloadable for 90 days after delivery. Expiry of the download period does not by itself create an automatic refund where a valid output was delivered. The customer may request support restoration where technically and lawfully possible. If access was lost because of a confirmed MachineSignal technical failure, the normal remedies are restoration, replacement delivery or another remedy under this policy.

B2B scope and consumer rights

This policy is designed for B2B Italy customers. Consumer/B2C purchases are not enabled. If a consumer transaction is ever enabled or mistakenly accepted, mandatory consumer protections, including mandatory forum and withdrawal or conformity rules where applicable, prevail and the transaction must be reviewed before processing.

Chargeback

In case of chargeback or payment dispute, MachineSignal may suspend the relevant account, API key or disputed credits while the case is reviewed and reconciled with Stripe, the credit ledger and billing documents.

Contact

Refund or credit adjustment requests can be sent to info@machinesignal.it. Certified email: machinesignal@registerpec.it.