This policy explains when you get your money back. It is part of our Terms of Service — capitalized terms have the meanings given there, and in case of conflict the Terms control.
Our fee applies only to verified savings. If a negotiation does not produce savings we can verify against your bank transaction data (or documentation you provide), you are charged $0. There is nothing to refund because nothing was collected.
If your bill returns to its pre-negotiation baseline within 30 days of the verified outcome — for reasons other than your own account changes — we refund our fee in full.
If you believe a fee was calculated or charged incorrectly, you must submit a written dispute to support@dueback.co with the subject line "Fee Dispute," including your case ID and the specific basis for the dispute, within 30 days of the charge. Oral complaints, chat messages, and informal remarks do not constitute a dispute. Failure to dispute in writing within 30 days constitutes a waiver of any objection, and the fee is deemed final and correct. Where our review finds a manifest error in our favor, we refund the excess promptly.
If you revoke Plaid bank access and do not reconnect within the 7-day grace period, any earned fee is settled based on the documented negotiated outcome at the original rates and caps (see Terms §11). Settlement charges are final and are not subject to the reversion guarantee, because monitoring cannot be performed without the connection. If you believe a settlement charge reflects a manifest error in the documented outcome, contact us within 30 days and we will review it.
Where a promotional code or alpha-program term waived your fee in whole or in part, no charge was collected and no refund is due. If we determine a promotional code was used fraudulently or in violation of its terms, we may void the waiver and charge the standard fee under the Terms — charges resulting from promo abuse are not refundable.
Late fees, interest on unpaid amounts, and collection costs (see Terms §7) are not refundable. Fees for savings that verified and persisted are earned in full; only the reversion guarantee in §2 creates a refund right.
If you initiate a chargeback or payment dispute with your bank or card issuer instead of using the process in §3, we will treat it as a fee dispute and respond through the card network's process. Filing a chargeback does not extend the 30-day dispute window, and amounts recovered by us through the dispute process remain subject to these Terms, including collection costs.
We may update this policy at any time by posting the revised version. Changes take effect on the posting date. Your continued use of the service after changes take effect constitutes acceptance.
Refund and billing questions: support@dueback.co