The promise
Do your first session. If it didn't help, ask for your money back within 14 days of buying, and you get all of it.
No form. No "tell us what you tried". No retention offer. One line to support@questionproof.com is enough:
"Refund please."
That's it. You don't have to explain, and we won't ask you to.
How to ask
Email support@questionproof.com from the address you bought with, within 14 days of the purchase.
You can also ask Paddle directly — through the "View receipt" link in your Paddle email, or at paddle.net. Either route works.
How long it takes
We approve refund requests the day we see them and pass them to Paddle. Paddle sends the money back to the original payment method, normally within 5 business days. Your bank may take a few days more to show it. Paddle emails you a confirmation.
Who actually pays it
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.
Paddle sold you the product, so Paddle issues the refund and the credit note. We tell Paddle to do it. You can talk to either of us.
What happens to your sprint
The access window closes and the remaining hours go with it.
Your data doesn't get deleted automatically just because you got a refund — a refund isn't a deletion request. Your recordings and transcripts still disappear 30 days after your interview date on the normal schedule. If you want them gone now, hit delete-everything in Settings or say so in the same email and we'll do it.
Your statutory right of withdrawal
Separate from our promise, and it doesn't replace it.
If you're a consumer in the EU/EEA or the UK, you have a statutory right to withdraw from a distance contract within 14 days. For digital services that start straight away, that right can be cut short once supply begins with your express consent and your acknowledgement that you're giving the right up — that's Article 16 of the EU Consumer Rights Directive and regulation 37 of the UK Consumer Contracts Regulations 2013. Paddle's Buyer Terms apply that limit once you've started using the product.
Our own promise has no such limit. Within 14 days of purchase, you get your money back whether you used the sessions or not. So in practice EU and UK buyers can rely on whichever is better for them, and ours is at least as good.
If your local consumer law gives you something stronger, you get that instead. Paddle's refund policy says the same thing: where local law or the supplier gives you additional or non-waivable rights, the highest level of rights applies.
The narrow exceptions
We'll say no to a refund in two situations:
- After 14 days, unless your local consumer law says otherwise — in which case your local law wins. Ask anyway; if you have a fair reason we'll usually pay.
- If the account was closed for breaking the acceptable use rules — sharing one purchase between several people, reselling access, or trying to use Question Proof during a real interview.
That's the whole list. We don't refuse refunds for "used too many hours", "waited too long to start", or "didn't get the job".
Chargebacks
If something's wrong, email us before you call your bank. A chargeback costs Paddle a fee and gets the account frozen while it's investigated, and we'd almost certainly have just refunded you.
Contact
support@questionproof.com — refunds, billing, anything about a purchase.