Refund & dispute policy

Last updated TODO: Month D, YYYY.

No physical goods, no returns

Glass Bid sells access to a web application. Nothing is shipped and there is no physical product to return, so no return policy applies. The rest of this page covers refunds of subscription charges.

When we refund

TODO: confirm the refund window with the business before going live, and make it match what the Stripe account and the checkout page say. The terms below are the proposed default.

• Within 14 days of your first charge. If Glass Bid is not right for your business, email us within 14 days of the first subscription charge and we refund it in full — no questions asked.
• Charged after you cancelled. If a renewal was charged after you cancelled, we refund it in full.
• Duplicate or incorrect charge. Refunded in full.
• Extended outage. If the service was unavailable for a significant part of a billing period, we refund that period pro rata on request.

When we do not refund

• Renewals of a subscription that was still active — cancelling stops the next charge but does not reverse a period you have already used. See the cancellation policy.
• Periods during which you had access but chose not to use it. We do not refund based on how many requests for quote you received or bid on; the subscription buys access, not outcomes.
• Accounts cancelled by us for fraud, abuse, or unlawful use of the marketplace.

How to request a refund

1. Email TODO: support@your-domain from the address on the account.
2. Include your organization name, the date and amount of the charge, and a short reason.
3. We reply within one business day with a decision. Approved refunds are issued to the original payment method.

Your bank or card issuer decides how quickly a refund appears — typically 5–10 business days after we issue it.

Disputes and chargebacks

Contact us first. Charges from us appear on your statement as TODO: statement descriptor (e.g. GLASSBID). If you do not recognize a charge, email TODO: support@your-domain or call TODO: +1 (555) 555-0100 — most questions are resolved the same day, and a direct refund reaches you faster than a chargeback would.

If you file a chargeback with your bank, we respond to the dispute through Stripe with the account and billing records for the charge. We may suspend the organization's subscription while a dispute is open. We will not retaliate against an account for disputing a charge in good faith.

If we cannot reach agreement, the dispute is governed by the law stated in the terms of service.

Complaints

Unhappy with how a refund or dispute was handled? Write to us at the registered address on the Support page, marked for the attention of Customer Service, and we will review it.