We want you to feel safe trying the site. Here is the simple rule. All payments, and all refunds, go through PayPal.
Free pass
The free pass (3 tests or 3 days, whichever comes first) costs nothing, so there is nothing to refund.
Monthly plan ($29.99 per month, renews until you cancel)
First payment: email us within 48 hours of your first-ever payment and we will refund it in full, however many tests you have used.
This 48-hour refund is available once per person. If you have had it before, under any email address or PayPal account, a later first payment is not covered.
Renewal payments are not refundable. To avoid a renewal, cancel before the next billing date and you will not be charged again.
Duplicate charges are always refunded. If you were charged twice for the same payment, email us and we will refund the extra charge.
We do not refund part of a month that has already been paid for. If you cancel, you keep access until the end of the period you have paid for.
7-Day Pass ($12.99, one time, does not renew)
The pass gives 21 tests or 7 days, whichever comes first. Tests not used within the 7 days expire and are not refunded.
The pass is not refundable once you have bought it, with two exceptions: you were charged twice for it, or our service failed during your pass.
In those cases, tell us and we will either refund the payment or add back the days or tests you lost. We choose which.
What a refund does to your access
When a payment is refunded in full, the access that payment gave you ends straight away.
If only part of a payment is refunded, your access stays as it is.
If we shut down or close your account
If we shut the service down, or close your account when you did nothing wrong, we will refund the unused part of your current paid period. We do not refund earlier periods.
How to ask
Email support@bandnotincluded.com from the address on your account and say which payment it is about. Refunds are paid back through PayPal to the way you paid, and can take a few days to appear, depending on your bank or PayPal.
Cancelling
You cancel the monthly plan in your PayPal account: log in to PayPal, open Settings, then Payments, then Manage automatic payments, choose BandNotIncluded and select Cancel. Or email us and we'll cancel it for you.
Cancel before the next billing date and you will not be charged again.
Your access continues to the end of the period you have already paid for.
Cancelling does not by itself refund a payment already made.
This policy does not take away any rights you have under the consumer laws where you live.
