Refund Policy
Last updated: [TBD: date] · Effective: [TBD: effective date]
This policy is part of the Terms of Service. All amounts are in US dollars.
Tasks that are not solved are not charged
Section titled “Tasks that are not solved are not charged”You are charged only for solved tasks. When a task fails, times out or is rejected, the amount reserved for it is released back to your available balance automatically. There is nothing to claim.
Incorrect answers
Section titled “Incorrect answers”You can report an incorrect answer within 10 minutes after a task finishes. Reports help us measure quality and route tasks better, but they do not currently refund the task. [TBD: whether per-task refunds based on reports will be offered, for which task types and with what limits]
Refunding unused balance
Section titled “Refunding unused balance”You can ask for a refund of unused cash balance (the part of your balance that came from top-ups).
- How to ask. An owner or billing member writes to [TBD: billing contact] with the organization ID and the amount. We refund against specific top-ups. [TBD: whether the console will offer a refund request form]
- Time limit. [TBD: how long after a top-up a refund can be requested, for example 30 or 90 days, or no limit]
- How much. At most the unused cash balance at the time of the refund, and for each top-up at most what was paid for it minus what has already been refunded from it. Promotional credit is not included.
- Fees. [TBD: whether payment processing fees are deducted from refunds]
- Where the money goes.
- Card and wallet payments are refunded to the original payment method through the payment processor. We cannot send a card refund anywhere else. How long it takes to appear depends on your bank.
- Cryptocurrency payments cannot be refunded automatically. We send them manually to an address and network you give us, and we may ask you to show that you control the address the payment came from. [TBD: which asset is sent, how the amount is converted, and who pays the network fee]
- Your balance goes down first. The refunded amount is taken from your balance when we start the refund. If the refund fails, the amount is added back.
- Processing time. [TBD: target time to process a refund request]
Promotional credit
Section titled “Promotional credit”Promotional credit (from sign-up offers, promo codes or compensation from us) is not refundable and cannot be withdrawn or transferred. It is used before cash and may expire on the date shown in the console.
Closing your account
Section titled “Closing your account”Ask for the refund before you close your organization. To close an organization that still has cash balance, you confirm that you give it up; within 30 days of closing you can still reopen the organization and ask for the refund under the rules above. [TBD: whether given-up balance can still be refunded after the 30 days, for example on request to support]
A payment that arrives after the organization was closed (for example a cryptocurrency payment that confirms late) is not added to the closed organization. If the organization is reopened within the 30 days, we add the payment to it. If it is not reopened within the 30 days, or you tell us it will not be reopened, we return the full amount to the payer: a card payment is refunded to the card, and a cryptocurrency payment is sent back to the address it was paid from. Once a payment has been returned, it is not added to the organization later, even if the organization is reopened. [TBD: who bears the network fee for sending a cryptocurrency payment back] [TBD: whether unused cash balance is refunded when we close an account for a breach of the Terms or the Acceptable Use Policy]
Refunds made through the payment processor
Section titled “Refunds made through the payment processor”If a payment is refunded through the payment processor for any reason, the refunded amount is deducted from your cash balance (down to zero).
Possible fraud
Section titled “Possible fraud”If the payment processor warns that a payment may be fraudulent (for example a stolen card), we freeze the organization. [TBD: confirm this default:] if the payment has not been disputed yet and the balance covers it, we refund the payment in full to the original payment method and deduct it from the balance. If you believe this is a mistake, contact [TBD: billing contact].
Chargebacks and payment disputes
Section titled “Chargebacks and payment disputes”Please contact us before disputing a payment with your bank: a refund of unused balance is usually faster.
When a payment is disputed (a chargeback):
- The organization is frozen automatically: its keys cannot create tasks while the dispute is open.
- Unused cash balance is deducted, up to the disputed amount (and never more than was paid for that top-up minus what has already been refunded from it). If the balance does not cover it, the remainder is an amount you owe.
- If the payment stands (the dispute is closed in our favor), we restore what was deducted and lift the freeze once the organization has no other open disputes. We do this after checking the outcome with the payment processor, so it is not immediate.
- If the payment is reversed (the money goes back to the cardholder), the deduction stands and the organization stays frozen. [TBD: whether and how the account can be reinstated after a lost chargeback]
To appeal a freeze, write to [TBD: appeals contact]. [TBD: whether we email the owners automatically when a dispute freezes the organization (not built yet)]