Refunds & cancellation

Credits you have bought

Credits are prepaid and never expire, so unspent credits are not lost and there is no need to use them by a date. Credits that have not been committed to a published survey can be refunded to your original payment method on request through support. Once credits have funded participant compensation that has been received, we cannot recover them — that money has gone to participants for work they have already done.

Your seven-day cooling-off period

Act 772 gives a consumer seven days from the conclusion of an agreement for services to cancel without giving a reason and without penalty. If you buy credits and have not yet published a survey with them, you can cancel within those seven days and we will refund you in full.

The Act does not apply that cooling-off period to services that have already started with your consent. Publishing a survey starts the service, so once your survey is live and collecting responses the seven-day cancellation no longer covers the credits committed to it. Uncommitted credits in your balance are unaffected, and closing the survey returns its unused reservation as described below.

If we cannot deliver

If we cannot provide something you have paid for, we will tell you as soon as we know and refund the payment within seven days of that notice, as Act 772 requires. If compensation delivery fails after your points were reserved, the points are restored to your balance and you can try again — you are never left short because a delivery failed.

Closing a survey early

When you close a survey before it reaches its target, the credits still reserved for responses you never received are released back to your credit balance automatically. Credits already committed to submitted responses stay reserved until those responses are confirmed or rejected, because a participant who has done the work must still be able to be compensated. Released credits return to your balance, not to your card.

Participants

Participants never pay to take part, so there is nothing to refund. If compensation is reversed after a quality decision you can appeal within the window shown on the flagged response, and an upheld appeal releases it. Redemptions that fail in delivery return the points to your balance.

How to ask for a refund

Use in-app support and tell us which purchase you mean and why. We will confirm what we can refund and in what form — payment method or credit balance — before doing anything. Refunds to a payment method are made through the same partner that took the payment and can take several working days to appear.

Rights that cannot be excluded

Act 772 states that a term excluding a consumer’s rights under its consumer-protection provisions has no effect. Nothing on this page or in our Terms limits those rights, or any other right you have under the law. Where our wording and the law conflict, the law applies.