Refunds

Why it works that way

You are paying before you can see your own report, on the word of a site you probably met ten minutes ago. If the thing you paid for doesn't arrive in usable shape, carrying that cost is our job, not yours.

It costs us very little to honour. The expensive part of a decode is the few cents of computing that reads your guide — not the $24.

The cases we expect

These are the real reasons a decode disappoints, and all of them qualify:

• The decode failed or produced nonsense. Large or unusual guides can defeat the extraction. If what came back isn't a usable report, that's on us.
• Your guide could not be read at all. Scanned or image-only PDFs have no text to extract. Pasting or typing the plans gets the same report, but if you would rather have the money back, say so.
• Your guide didn't contain the numbers. Some enrollment brochures name the plans and omit the premiums and deductibles. The arithmetic can't be done without them, and that isn't your fault.
• Something else went wrong. If the decode failed in a way we haven't listed, it still counts. Tell us what happened.

What this doesn't cover

A report that ran correctly and told you something you didn't want to hear isn't a failed decode. Sometimes the honest answer is that two plans are close, or that the one you were hoping for costs more. That is the product working.

If you think the arithmetic is actually wrong, that is different and we want to know — send it to us and we will look at it.

What a refund does to your access

Refunding ends the unlock, so the re-runs it covered stop working. Your report itself lives in your own browser and we can't reach it, so a refund doesn't delete anything you already have.

If what you actually want is another go rather than your money back, you don't need a refund at all — re-runs are already included, including with a better document from HR.

Returns and exchanges

There aren't any. Nothing physical ships, and there is only one thing to buy, so there is nothing to send back or swap.

How long it takes

We process refunds through Stripe as soon as we read the email. Your bank then takes its own time — usually five to ten business days — and that part is out of our hands.

Bought through the App Store?

Purchases made inside the iOS app are handled by Apple, not by us, and we have no ability to refund them. Request those at reportaproblem.apple.com. Purchases made on this website are ours and the policy above applies.

Your legal rights

Nothing here reduces any right you have under consumer law. Where the law gives you a stronger remedy than this policy does, the law wins.

Questions about any of this: support@benefitsdecoder.com. A person reads it.