Refund Application

Last updated: 2026-06-06

This page tells you exactly how to apply for a refund on Probedex (probedex.ai). It is the operational companion to our Refund Policy, which defines what is eligible. If you only want the rules and the refund matrix, read the Refund Policy first.

If your Report failed because of a system error, you do not need to apply — see Section 1.

1. Before You Apply

1.1 Failed Reports are auto-refunded

If a Growth Teardown fails to complete, we credit your Account automatically — usually within minutes. If you still do not see the credit 24 hours after the failure, email us per Section 2 with the Report ID and a brief description.

1.2 Self-check — am I eligible?

Open the Refund Policy refund matrix in Section 2 and confirm:

• Annual subscription, first-time only — this is the first paid annual plan ever activated on this Account. Re-subscribing after a previous cancellation does not reset the window.
• Within 7 days — the elapsed time since your initial annual charge is within 7 calendar days.
• 5% processing fee — you understand that cash refunds are net of a 5% processing fee, and the first month is charged at the monthly rate (Refund Policy § 3).

Monthly subscriptions, Report Top-Ups, Packs, and First-Hook purchases are not refundable. If you believe a billing error occurred (e.g., duplicate charge), see Section 2 below.

If the standard matrix does not cover you, you may still email us and explain — we read every request, and where the law (EU/UK cooling-off, ACL, etc.) gives you a stronger right, that right prevails.

2. How to Apply — Email Template

Send your refund request to [email protected].

Subject — use this exact format so we can route it quickly

[REFUND] <SKU> – <your-account-email>

Example: [REFUND] Pro Annual – [email protected]

Body — copy and fill in

Account email:        <the email you sign in with via Google>
Order ID / receipt:   <from your Stripe receipt email>
SKU:                  <Pro Annual | Business Annual | Duplicate Charge | Other>
Purchase date:        <YYYY-MM-DD>
Refund reason:        <one or two honest sentences>
Statutory right?:     <"EU/UK cooling-off" | "ACL" | "none" — leave blank if unsure>

Tips

• One application per order. If you need to refund multiple orders, send multiple emails (one per receipt) — it lets us process them independently.
• Do not include credit-card numbers. We never need them — Stripe routes the refund automatically based on the original transaction.
• Pre-fill the "Statutory right?" line only if you are knowingly invoking a specific consumer-protection regime. Leaving it blank does not waive any right.
• Do not file a chargeback first. Chargebacks lock your Account for 30–60 days while the card issuer arbitrates — emailing us is dramatically faster (see Refund Policy § 6.1).

3. Service Level

Business days are calculated against Pacific time, excluding U.S. and Chinese public holidays.

4. If We Need More Information

We may reply with one round of clarifying questions — for example, to confirm your identity or clarify which order is involved. The SLA clock pauses while we wait for your reply and resumes when we receive it. We will never ask you for your password, your full payment-card number, or your Google account credentials.

5. After the Decision

5.1 Approved

We initiate the refund to your original payment method via Stripe (net of the 5% processing fee and first-month deduction where applicable) and send you a confirmation email. Your subscription is cancelled and access to paid features ends immediately. Reports you have already generated remain in your dashboard for 30 days after refund.

If you have already filed a chargeback, the bank arbitration process will add 30–60 days to your resolution timeline, and your Account remains locked throughout. We strongly recommend you withdraw the chargeback first and then use this process — it will be dramatically faster and more amicable.

5.2 Declined

We explain which clause of the Refund Policy applies and why. If you believe we have misapplied the policy or missed a fact, see Section 6.

6. Appeals

If you disagree with our decision, reply to the decision email within 14 days with: (a) the outcome you believe is correct, and (b) the facts you believe we missed. A second review will respond within 5 business days. This appeal is informal and is not a substitute for the formal dispute-resolution procedure in Terms of Service § 14.

For statutory consumer rights (EEA / UK / Australia and others), you retain the right to escalate to your national consumer-protection authority or an alternative dispute-resolution body at any time, regardless of our internal appeal outcome.

7. Contact

All refund applications, appeals, and privacy questions — [email protected]

We respond to every request. The fastest path to a resolution is a clear subject line, a complete body, and the receipt or order ID.