Refund Policy

How billing works

Profile Query is sold as one-off prepaid credit packs. There is no subscription, so nothing renews and there is nothing to cancel. Every new account gets free credits, so you can test the API before you buy.

Failed requests are refunded automatically

You’re only charged for requests we successfully fulfil. If a request fails because of invalid input, an invalid key or a provider outage, any credits reserved for it go straight back to your balance. You don’t need to ask.

Refunds on credit packs

If you’re not happy with a purchase, email us within 14days of buying it and we’ll refund the unused credits from that pack to your original payment method. For example, if you bought 10,000 credits and used 2,000, we’ll refund the price of the remaining 8,000 at the rate you paid.

After 14days, purchases are generally non-refundable, but your credits stay in your account for you to use. If something has gone wrong on our side, such as a billing error, a duplicate charge or a service problem that stopped you using your credits, contact us at any time and we’ll make it right.

We don’t refund credits on accounts closed for breaking our Terms of Service, except where the law requires it.

How to request a refund

Email support@mail.profilequery.com from the address on your account, with the date of the purchase. We reply within two business days. Approved refunds are processed through Stripe and usually reach your account within 5–10 business days, depending on your bank.

Please contact us before opening a dispute with your bank. It’s almost always faster.

Your consumer rights

This policy is in addition to your rights under the Australian Consumer Law and other consumer protection laws that apply to you. Nothing in it limits those rights.