Refund policy
When refunds are available, what's typically covered, and who to ask.
Where to ask for a refund
Section titled “Where to ask for a refund”| You paid for | Refund goes through |
|---|---|
| Plus (formerly Pro) via iOS | Apple App Store (use Apple’s standard refund request) |
| Plus via Android | Google Play (use Google’s refund flow) |
| Business via Stripe | Timemark support, processed via Stripe |
| Business via Waffo | Timemark support, processed via Waffo |
The processor that took the money is the processor that has to return it. We can’t refund Apple money from Stripe, or vice versa.
What we refund
Section titled “What we refund”If we identify or confirm one of these problems, we refund or credit the affected amount:
- Duplicate charge
- Billing error
- Charge for a purchase that was not delivered
If the purchase went through Apple, Google, Stripe, or Waffo, the refund may need to be processed by that billing provider or Merchant of Record.
Plus refunds (App Store / Google Play)
Section titled “Plus refunds (App Store / Google Play)”These follow Apple’s or Google’s policy, not ours.
- Go to Apple’s refund request page and sign in with your Apple ID.
- Find the Timemark purchase.
- Pick Request a refund and select a reason.
- Apple reviews and decides, often within a few days.
Android
Section titled “Android”- Open Google Play’s refund request, or go to Play Store → profile → Payments & subscriptions → Budget & order history.
- Tap the Timemark transaction → Request a refund.
- Google reviews and decides.
If the store denies a refund and you believe there’s been a duplicate charge, billing error, or delivery problem, contact support with your transaction ID.
Business refunds
Section titled “Business refunds”Email support@timemark.com with:
- The Team Owner email
- Invoice number(s) you’re asking about
- A short description of why you’re requesting the refund
Common scenarios:
| Scenario | Typical handling |
|---|---|
| Duplicate charge or billing error | Refund or credit the affected amount |
| Purchase was charged but Business was not delivered | Refund or credit the affected amount if we cannot fix delivery |
| Subscribed to the wrong plan (e.g., Plus instead of Business) | Reviewed individually; we help you move to the right plan |
| Monthly: removed a member mid-cycle | Already prorated; no separate refund needed |
| Yearly: removed a member mid-year | Seat stays prepaid; you can reassign; no refund |
| Service outage or critical bug | Reviewed individually; please include evidence |
| Cancelled and forgot to use it | Not usually refunded |
What we generally don’t refund
Section titled “What we generally don’t refund”- Used time: if your team actively used Business for the period in question, refunds for that period are unlikely.
- Current billing period after cancellation: canceling stops future renewal, but does not refund the current period.
- Yearly Business seat reductions: no refund. Reassign the seat.
- Failed integrations or third-party issues (e.g., your SharePoint admin revoked access): we’ll help debug, but the subscription period is still billable.
Response time
Section titled “Response time”We aim to reply to refund requests within 2 business days. Resolution may take longer if Stripe or the bank has to be involved.
Common pitfalls
Section titled “Common pitfalls”- Don’t request a chargeback from your bank as a first step. Chargebacks lock the account during dispute and slow things down. Email support first.
- Apple/Google refunds can take a week or more to appear on your card statement. That’s their timeline, not ours.
- A refund of the current period doesn’t extend your team’s access. If we refund the current period, expect access to revert to Free at the period’s start.
See also
Section titled “See also”Last updated: