Billing, Refunds, and Chargebacks
9 answered questions
Billing, Refunds, and Chargebacks
Refund eligibility, what to do when something looks wrong on your card, and how chargebacks are handled.
Refunds
Do you offer refunds?
Evaluation fees and funded activation fees are one-time and final, and neither is refundable. Exceptions exist for billing mistakes, double charges, and payments that failed to process, as spelled out on the Terms page.
Disputed charges
I cancelled but got charged. What should I do?
Evaluations bought today are one-time, so there is nothing to cancel and nothing should bill again. If you hold an older recurring plan and a charge landed after you cancelled it, email support from your account address with the date and amount and we will track down what happened.
I was charged twice. What should I do?
Send support both timestamps along with your account email so we can reconcile the charges.
My payment went through but I do not have access. What now?
Sign out and back in first; that refreshes most accounts. If it is still missing, send support your receipt and the email you purchased with.
What is the fastest way to fix a billing issue?
One message through the Contact page does it. Include the email on your account and either a receipt or the time the charge posted.
Chargebacks
What happens if I file a chargeback?
A bank dispute can get the account suspended and access removed. Billing problems get fixed far faster by our support team, so talk to us first.
Can a chargeback hurt my ability to get a payout?
Yes. A pending or resolved chargeback can block payouts while our risk team reviews. The cleanest path is to contact support directly for billing issues.
Can I purchase a new account after a chargeback?
New purchases may be blocked while a chargeback is unresolved. Once the chargeback is closed, contact support to review access.
Does a billing problem close my Funded or Live account?
No. Funded and Live accounts run on rule compliance, not on billing: the evaluation was paid for once and there is no ongoing charge behind the account. An unresolved chargeback is the exception, because that is a risk review rather than a billing lapse.