Refund policy
Short rules. The Proof Pack is the record.
| Situation | Refund |
|---|---|
| Full access provided; no material progress within about 72 hours of working time | 100% |
| Customer misses login, 2FA, upload, or reply deadline after a written request | 0% |
| Vendor denies after a complete, documented attempt | 100% of Unstick fee* |
| Customer changes the goal mid-job | Re-quote |
* Unless a clawback percentage was agreed as success-only - then $0 owed on that success fee. The base Unstick fee refund still follows the row above when a full documented attempt fails at the vendor.
Work clocks
You get 48 calendar hours to finish a step we asked for. We get 72 hours of working time for material movement once we have access. Our clock pauses while we are waiting on you or a closed vendor channel.
What we guarantee
We guarantee the attempt and the documentation. We do not guarantee the vendor will approve a refund, cancel, or claim.
Waiting on you
If we send a written ask for login, 2FA, upload, or reply, you have 48 calendar hours (weekends count). That wait pauses our 72-hour work clock. Miss the deadline and the fee stays. The Proof Pack shows the ask and the wait timestamps.
Goal changes
If you change what "done" means after work starts, we re-quote. Unused work is credited case-by-case.
Chargebacks
We respond with the Proof Pack and timestamped "waiting on customer" notes.