Refunds and cancellations

Who this is for

Customers never pay Pros Around, so there is nothing to refund to a customer. This page is for pros and advertisers, who pay by card through Stripe. It sits alongside the Payment Terms.

Lead balance

• A top-up adds money to your balance. Each qualified lead is charged to it at the price shown in your dashboard before you buy.
• Your balance does not expire. It is not refundable, including what is left when you close your account, with one exception: the 30-day return below.
• The 30-day return. Within 30 days of paying your first top-up, you can take back the unspent part of it, once. Press Return my unspent balance on the Credits page. We return the smaller of: what is left on your balance, the balance that first top-up added, and what your card was charged for it. Later top-ups, and any bonus credit, are not part of it. The money goes back to the card you paid with, usually within 5 to 10 business days. It is not available while a card payment of yours is being disputed with your bank, and it can be used once.
• If a card payment was taken in error (for example, charged twice), contact us and we will refund the extra charge to your card.

A lead that should not have been charged

• You can dispute a lead from your dashboard within 7 days of receiving it.
• If we agree it was spam or a wrong number, the amount charged for it is returned to your balance.
• We review each dispute; you will see the result in your dashboard.

Plans, the Featured badge and add-ons

• These are monthly subscriptions with no contract. You can cancel at any time from your dashboard.
• A cancellation takes effect at the end of the month you have paid for. You keep it until then, and the month you paid for is not refunded in part.
• If you pay for a plan or badge that turns out to be unavailable (for example, someone took the slot a moment earlier), we cancel it and refund the first payment in full.

Ads

• An admin reviews every ad before it runs, usually within 24 hours. If your ad is not approved, you get a full refund.
• You can cancel at any time from your private ad page. The ad keeps running until the end of the period you paid for.

Card disputes with your bank

If you dispute a payment with your bank instead of writing to us, we pause your leads while the bank decides. We explain what happens next in the Payment Terms. Writing to us first is faster.

Sales tax

Prices are shown before any sales tax. If tax applies to your purchase, Stripe shows it before you pay, and a refund returns the tax that was charged on the amount refunded.

How a refund reaches you

Refunds go back to the card you paid with, and each one appears in Billing in your dashboard with a receipt. Your bank decides how long it takes to show on your statement, usually 5 to 10 business days. To ask for a refund or cancel something you cannot cancel yourself, use our Contact page and name the payment.