Unused wallet funds
Approved wallet funds remain available until used. Withdrawal/refund of unused wallet value may be subject to payment-provider fees, compliance checks and the commercial terms under which the funds were added.
Distribution credits
Unused package credits are generally not cash-equivalent unless the order terms expressly provide otherwise. Credits already consumed by a submitted distribution cannot normally be restored merely because the customer later changes its mind.
Failed or unavailable add-ons
If a paid media add-on cannot be fulfilled and no equivalent service is accepted, FirstPublisher may return the eligible amount to the agency Wallet or process another agreed remedy.
Published services
Once content has been published or a third-party service has been substantially performed, fees are generally non-refundable except where required by law or caused by a confirmed service error attributable to FirstPublisher.
How to request review
Open a support ticket with the release/order reference, amount and reason. Refund decisions and wallet adjustments are logged for auditability.