Refunds and cancellation

Free tools

The SB 17 questionnaire and the prohibited-buyer check are free. There is nothing to refund.

A single File, twenty-nine dollars

A File credit stays on your account until you use it. It does not expire.

Ask within fourteen days of purchase and we refund a File credit in full, as long as no evidence pack has been generated on it. Once an evidence pack is generated, the record exists, it is hashed, and it is written into an append-only audit chain. That is the thing you bought, so a used File is not refundable.

Subscriptions

Cancel any time from your billing settings. Your plan stays active until the end of the period you already paid for. We do not prorate a partial month.

If you cancel a new subscription within fourteen days of the first charge and your organization generated no evidence packs in that period, ask us and we refund that first charge in full.

When the service fails

If a screen cannot complete, or an evidence pack cannot be produced, ParcelClear returns HOLD instead of a passing result. That is deliberate. If the cause was on our side, tell us and we refund the affected File in full, whether or not the fourteen days have run.

A HOLD or a REPORT result is not a service failure. The tool returned the answer the rule set produced from the facts entered. Those results are not refundable on their own.

How to ask

Email the support address in the footer from the address on the account. Name the organization and the file. We answer within two business days.

How you get the money

Refunds go back to the original card through Stripe. Most cards post the credit in five to ten business days. We do not issue account credit in place of a refund unless you ask for it.

Chargebacks

Talk to us first. A chargeback filed before you contact us suspends the account until it is resolved, which can lock you out of records you may need.