How to request a refund

The short version: if the product did not work for you, email support with your appeal ID and we refund. We do not gate the refund on lengthy investigations, and we do not push back on reasonable requests.

When we refund in full

• The PDF failed to download and we could not deliver a working copy within two business days
• The letter contained an AI-generated fact that was materially wrong and could not be corrected
• You paid twice by accident (see I paid twice by accident)
• The letter was for a plan type we did not actually support and we should have caught that
• You changed your mind within 24 hours and have not printed or mailed the letter

When we refund partially

• You bought the $99 tier and only used the first-level letter, and want to downgrade to $49
• You bought the $199 tier and only used the first-level plus second-level, and want to downgrade to $99
• You bought a letter and then hired an ERISA attorney who handled the case (we refund the unused tier delta)

When we do not refund

• You mailed the letter, the insurer denied on the merits, and you are unhappy with the outcome. The letter was the product; the appeal outcome is the plan's decision.
• More than 60 days have passed since purchase (we cap for accounting reasons)
• You bought a letter, mailed it, and later decided the amount was too small to bother appealing. That is a "changed my mind after use" case which we do not cover.
• You are requesting a refund after a chargeback dispute has already been initiated with your card issuer. In those cases, work with your card issuer.

How to ask

Email support with:

• Your appeal ID
• What went wrong (a sentence or two is enough)
• The refund amount you want (or "full refund" if that is the ask)
• Whether you have printed or mailed the letter

Response within one business day.

What happens when we refund

• We refund through Stripe back to the original card
• Refund typically appears within 3 to 5 business days on the card
• You get a confirmation email once we initiate

No hidden restrictions

• No restocking fee
• No "processing fee" deducted
• No requirement to prove the letter did not work at your insurer
• No pressure to try harder or wait longer

Bad-faith cases

We reserve the right to decline refund requests that are:

• Duplicate refund requests for the same appeal (you cannot refund the same purchase twice)
• Requests from bots, fraud, or stolen cards
• Requests that pattern-match on abuse (multiple refunds across different email addresses that seem to be the same buyer)

If we decline, we say why. You can escalate to a real person by replying.

If you charge back before contacting us

We ask you contact us first because refunds through us are faster than a chargeback. Chargebacks can take 30 to 90 days at the card issuer's discretion. Contacting support usually resolves in 3 to 5 days total.

If you already filed a chargeback, tell us in your support email. We will typically refund and inform the card issuer, which usually resolves the dispute quickly.

For paid-twice cases

See I paid twice by accident. Same refund process; the second charge is refunded automatically once we confirm.

For technical failures

See I can't download my letter. Work through the checklist first. If we cannot get you a working PDF within two business days, we refund.

For content issues

See My letter has a typo and The AI hallucinated something. We regenerate for free before refunding. If regeneration cannot fix the problem, we refund.

Refund by tier

• $49 tier: full refund of $49
• $99 tier: full refund of $99, or partial refund of $50 if you keep the $49 features
• $199 tier: full refund of $199, or partial refund of $100 if you keep the $99 features, or $150 if you keep only the $49 features

What refund does not mean

• Refund does not delete your appeal file. If you also want us to delete everything we hold, say so in the refund email. We confirm within two business days. See Is my information private.
• Refund does not entitle you to keep using the letter. If we refund because the letter was unusable, that letter should not be mailed. If we refund because you changed your mind, we ask you not to mail the letter.

Contact

Email support with your appeal ID. We answer within one business day for refund requests.