This policy applies to online purchases of Fastlane service tokens. Fastlane provides a digital SaaS service; no physical goods are shipped or delivered as part of a token top-up.
1. Digital Delivery#
After a payment provider confirms a successful payment, Fastlane credits the purchased tokens to the organization identified by the organization tag entered at checkout. Card confirmation is often prompt, while a bank or local payment method may remain pending for longer.
A top-up is not complete until its Fastlane status is Paid or Completed. A pending payment does not create an available token balance.
2. Cancelling a Pending Payment#
If a payment remains in a created or pending state, you may leave or close the checkout. Whether an authorization is released immediately depends on the payment method and issuing institution. Fastlane cannot refund a payment that has not been captured or settled.
If the provider marks the payment failed or cancelled, no tokens are credited. Any temporary authorization hold is released according to the payer’s bank or payment-provider rules.
3. Refund Eligibility#
You may request a full refund within 14 calendar days after a successful top-up when all of the following are true:
- the entire token allocation from that top-up remains unused;
- the request identifies the correct organization tag and top-up reference;
- the payment is not subject to an open dispute or chargeback; and
- a refund is permitted by the original payment method and applicable law.
Once any tokens from the top-up have been consumed, the purchase is generally non-refundable because the digital service has begun. Fastlane may still correct a duplicate charge, an incorrect credit caused by a verified technical error, or another case where a refund is required by law.
4. Incorrect Organization Tag#
The payer is responsible for entering and confirming the correct organization tag. If a top-up was sent to the wrong organization, contact us immediately. We may be able to reverse and refund the payment only if the tokens remain fully unused and we can safely verify the transaction and destination. We do not guarantee recovery after tokens have been used.
5. Non-Refundable Cases#
Except where law requires otherwise, refunds are not available for:
- tokens that have been consumed in confirmed platform activity;
- partial unused balances remaining after a top-up has been used;
- mistakes in Customer Data or operations performed by an authorized organization user;
- foreign-exchange differences, bank fees, or third-party fees not retained by Fastlane;
- an account suspended for fraud, unlawful activity, payment abuse, or a material breach of the Terms; or
- requests made after the applicable refund period.
6. How to Request a Refund#
Email support@fastlane.express with:
- the organization tag;
- the Fastlane top-up reference;
- the payment date and amount;
- the payer’s email address; and
- the reason for the request.
Never email a full card number, card security code, online-banking password, or Fastlane password.
7. Refund Method and Timing#
Approved refunds are returned to the same payment method used for the original transaction. Fastlane does not redirect a card refund to another card, bank account, or organization balance.
Fastlane will submit an approved refund promptly. The time for the credit to appear depends on Airwallex, the payment method, the card network, and the payer’s financial institution. It can take several business days after submission. Where available, a payment reference or Acquirer Reference Number may be provided to help the payer’s bank trace the refund.
8. Duplicate Charges and Technical Errors#
Report a suspected duplicate charge or a successful payment that did not credit tokens as soon as possible. We will compare the Fastlane top-up record with the payment-provider status and either credit the correct tokens or initiate the appropriate refund.
9. Chargebacks#
Contact Fastlane before initiating a chargeback so we can investigate. A chargeback does not automatically create a right to keep credited tokens. We may suspend the affected token balance or organization account while a payment dispute is reviewed.
10. Contact#
Refund and cancellation requests: support@fastlane.express
Website: https://fastlane.express