Consumers: 14 days to change your mind
If you buy credits as a consumer (not for a business), you can cancel within 14 days of buying and get a refund for any credits you haven't used. If you've used some, we refund the rest. Email support@50heads.com or use Credits in the portal.
By asking a question within those 14 days, you ask us to start providing the service straight away; credits you've spent on questions aren't refundable under this right.
Everyone: unused credits when you leave
If you close your account, we refund unused paid credits at the price you paid for them. Bonus credits and expired credits aren't refunded.
Cancelling a live question
You can cancel a question while it's live. Answers already given are charged; the rest is returned to your balance straight away.
Questions that close short or are refused
You pay only for answers you receive. A question refused under the acceptable use policy costs nothing.
Disputes
If a result is wrong because of a fault on our side, dispute it from the results page within 7 days of the question closing. If we agree, we return the credits for that question.
How refunds are paid
- Card purchases are refunded to the same card, usually within 5–10 working days.
- Bank transfers are refunded to the account they came from.
- Credits returned to your balance are available at once.
Credit notes
Every refund of a purchase comes with a credit note referencing the original invoice, including any VAT.
Chargebacks
Please talk to us before raising a chargeback with your bank; we can usually sort it out faster.