Billing & Refunds

Last updated [DATE]

How the money works

crash.gg is prepaid. You keep a weekly balance topped up, and tasks draw down against it as they are worked. You are buying working time, not a fixed bundle of tasks.

Minimum	$75 per week
Currency	US dollars, excluding any applicable tax
Billing day	The same day each week, agreed at signup
Rollover	Unused balance carries to the next week while your account is open
Payment method	Card, handled by [PAYMENT PROCESSOR]

Deposits

Some accounts start with a deposit. Where one applies:

• We agree it with you in writing before you pay anything.
• It counts toward your balance. It is not a separate fee we keep — it turns into working time like any other top-up.
• It is treated like the rest of your balance, including for the purposes of the refund position below.

Changing your amount

Scale up for a heavy month, down for a quiet one. Tell us before your next billing day and the new amount applies from then. The floor is $75 a week. We will not push you to a higher tier, and we will tell you if you are topping up more than your actual usage needs.

Pausing

You can pause top-ups for up to [N] weeks while keeping your account and balance intact. Tell us [N] days before your billing day. Your balance stays put and stops being drawn down while nothing is being worked.

Refunds

Requesting a refund

Refunds are handled case by case by our support team. Email [BILLING EMAIL] with your account and what happened, and a person will look at it — not a policy engine. We will give you a decision in writing within [N] working days.

Things that weigh in your favour: an unused balance built up because we were slow or unavailable, a top-up taken after you had asked us to stop, a duplicate or mistaken charge, or a change in your circumstances you tell us about early. Where we approve a refund it goes back to the original payment method.

We are not going to pretend this is a money-back guarantee. It is a real review by a person who can say yes.

Unused balance

Unused balance rolls over week to week while your account is open and in good standing, so it keeps its value as working time. It is not automatically paid back in cash when you close the account. If you are carrying a large balance and want to wind down, talk to us before you cancel — we can usually schedule work to use it up, which is better for both of us than a refund argument.

Work that was not right

This is separate from the above, and it is not discretionary. If we deliver something wrong or incomplete, tell us within [N] days and we will redo it at our cost. If redoing it does not make sense, we credit the balance that task consumed. See section 6 of the Terms.

Work already completed

We do not refund balance consumed by work that was delivered and correct. If you think a task took more time than it should have, raise it and we will go through the time record with you.

If we end it

If we close your account for convenience rather than for something you did, we will refund the unused balance. If we close it because of a serious breach of our acceptable use terms — for instance abuse directed at our assistants — we may keep the balance in full.

Failed payments

If a top-up fails we will email you and retry. We may pause work while the balance is short. We will not close your account over a failed payment without telling you first and giving you a chance to fix it.

Cancelling

Email [BILLING EMAIL], or tell your assistant, [N] days before your next billing day. No retention call, no form maze, no "are you sure" five times. We will confirm in writing and stop the top-ups.

Cancelling stops future charges. It does not by itself trigger a refund of the balance you are already carrying — if you want that considered, say so in the same email and we will treat it as a refund request under the section above. Better still, tell us before you cancel so we can put the balance to work.

Billing questions

If something on an invoice looks wrong, email [BILLING EMAIL] before disputing it with your bank. We can almost always sort it faster than a chargeback can, and we would rather fix a mistake than fight about one.