Refunds & Disputes

30-day refund window:

• You can request a refund for any charge within 30 days of the charge date
• After 30 days, refunds are typically not available (exceptions apply)
• Your charge date is shown on your receipt

1. Billing Errors

• Duplicate charges (charged twice for same period)
• Incorrect amount charged
• Charge posted after cancellation (you canceled before renewal, but were charged anyway)
• Other technical billing mistakes

2. Service Issues

• Premium features were unavailable for extended period (24+ hours)
• You couldn't access your learning data
• Major app crashes preventing learning access
• Unresolved technical issues blocking Premium feature use

3. Fraud or Unauthorized Charges

• Someone used your account without permission
• Card was used fraudulently
• You did not authorize the charge

4. Trial Period Issues

• Charged during free trial without consent
• Trial didn't actually provide access to features
• Billing error during trial

1. Changing Your Mind

• "I don't want Premium anymore" (use cancel feature instead)
• "I don't use the features" (trial was meant to test this)
• "I found another app I prefer" (not a service failure)

2. Canceled Subscription

• Standard cancellation refunds unused time (as per subscription law)
• You keep access until renewal date—you're not losing value
• You cancel on Aug 1 after paying for Aug 1-31, you still get Aug 1-31 access, no refund

3. Extended Non-Use

• Paid 6 months ago but never logged in
• Paid for Premium, didn't use features for months, then want refund
• This is too late for refund eligibility (within 30-day window)

4. Competitive Reasons

• Found a cheaper Premium elsewhere
• You want a discount instead of canceling

Before requesting a refund, have ready:

• Receipt number or transaction ID (on receipt email)
• Date of charge
• Amount charged
• Reason for refund request
• Any relevant details (screenshots if billing error, dates if service was down, etc.)

Email subject line:

• "Refund Request - [Your Name]"
• Or "Billing Issue - Refund Request"

Email body should include:

• Your full name
• Your GapFix account email
• Date of charge you're requesting refund for
• Amount charged
• Receipt or transaction ID
• Detailed explanation of why you're requesting refund
• Any attachments (screenshots, error messages, etc.)

Timeline:

• Support receives your email within hours
• Initial response within 24 business hours (sometimes faster)
• Full investigation and decision within 5 business days

What happens during review:

• Support verifies your charge and account status
• They check for billing errors or service issues
• They review your reason against the refund policy
• They may request additional information from you

If approved:

• Refund amount approved
• Timeline for refund to post to your account (typically 3-5 business days)
• Explanation of what was refunded
• Any follow-up actions (e.g., subscription restarted or canceled as agreed)

If denied:

• Clear explanation of why refund was not approved
• Reference to refund policy
• Alternative options (e.g., pause subscription, re-upgrade with trial)
• Contact info if you want to appeal

If more information needed:

• Support asks for clarification
• They'll explain what they need and why
• You'll have a chance to provide additional details

If refund was denied:

1. Reply to the denial email with your appeal
2. Provide additional context or evidence
3. Support reviews the appeal (another person handles it)
4. Final decision issued within 5 business days

What to include in appeal:

• Respectful, detailed explanation of why you disagree
• Additional evidence (screenshots, error messages, service logs)
• References to policy sections you believe apply
• Clear statement of what outcome you're seeking

How chargeback works:

1. Contact your credit card issuer
2. Report the charge as unauthorized or fraudulent
3. Provide documentation of your dispute with GapFix
4. Card issuer investigates and decides
5. Refund issued if chargeback is upheld

Important: Filing a chargeback:

• Should be your last resort after working with GapFix
• May result in your GapFix account being suspended
• Is investigated by your card issuer and GapFix
• Takes 1-3 months typically

Card issuer perspective:

• They favor documented resolution attempts with merchant
• If you filed a refund request with GapFix and got a decision, that's documented resolution
• Chargeback success depends on the facts

What happened:

• You were charged twice in one month
• You see two charges of $3.99 on Aug 15

What happened:

• You canceled on Aug 10
• You were charged on Aug 15 (should have been prevented)

What happened:

• You started 7-day free trial
• For 3 days, the app wouldn't load
• Premium features were inaccessible

What happened:

• You paid for monthly subscription on Aug 1
• You used it for a few days
• You changed your mind and want a refund

What happened:

• You paid for annual subscription ($35.99)
• Used it for 2 months
• Found a different app you like better
• Requesting refund for unused 10 months

1. Use free trial wisely:

• Fully test Premium features during 7-day trial
• Make sure it adds value before trial ends
• Cancel during trial if not interested (no charge)

2. Clear on cancellation timing:

• Cancellation takes effect at next renewal, not immediately
• If you cancel on Aug 10 with renewal Aug 15, you're charged Aug 15 then switch to Free
• Don't cancel expecting to avoid the final charge mid-month

3. Keep payment method current:

• Update expired cards before renewal
• Prevent "declined" charges that might confuse you

4. Monitor statements:

• Check your credit card monthly
• Catch errors early (within 30 days)
• Report issues immediately

5. Save receipts:

• Keep receipt emails from all charges
• Reference them if you need to dispute

GapFix occasionally offers discounts for students, educators, or nonprofits:

• Verify eligibility and enroll in discount program before paying
• Discount applies to future charges
• Can't retroactively apply discount to past charges
• Email help@gapfix.app to inquire about eligibility

When family plans launch:

• Refund requests might need approval from the account holder
• Coordinate with the family plan admin
• Same 30-day refund window applies

For organization subscriptions:

• Billing contact (usually admin) handles refund requests
• Admin must approve refund requests from team members
• Custom agreements might override standard refund policy
• Contact your account manager with refund questions

For refund requests or billing disputes:

• Email: help@gapfix.app
• Subject: "Refund Request" or "Billing Dispute"
• Response time: 24 hours for initial response, 5 business days for decision

For urgent billing issues:

• Use in-app support chat (Premium users get priority)
• Response within 4 hours during business hours

For fraud or security concerns:

• Email: help@gapfix.app
• Include details of the fraudulent activity
• Treated with high priority