Refund Policy
Credits are a prepaid service balance. This policy explains exactly when we return money, when we return Credits, and how long it takes.
Last updated: January 2026
Unused Credits
You can request a refund of your unused Credit balance at any time. Credits are refunded at the purchase rate of 0.10 EUR per Credit, back to the original payment method or bank account. Credits already spent on a delivered service are not refundable.
Service not delivered
If a specialist does not deliver the agreed service, the full Credit price of that service is returned to your balance. You do not need to negotiate with the specialist — open a dispute from the service entry in your dashboard and we settle it.
Service delivered but unresolved
Diagnostics and support work are paid for the work performed, not a guaranteed outcome. Where a service was performed correctly but the underlying fault turned out to be different, we credit part of the cost against the follow-up service instead of charging you twice for the same investigation.
AI diagnoses
An AI diagnosis costs Credits at the point it is generated. If the diagnosis fails to complete because of a platform error, the Credits are automatically returned to your balance.
Duplicate or incorrect payments
Duplicate bank transfers and overpayments are refunded in full to the sending account, normally within five business days of the payment being identified.
How to request a refund
Send the request through the contact page with your account email and the order or service reference. We respond to every refund request within two business days, and a person reviews it — not an automated rule.
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