Refund Policy

Product Hands is operated by New Company 1, registered at New Address 1, company number 000000000 (a placeholder legal identity pending incorporation).

Every top-up buys credits into your account balance. Credits are spent as you commission test runs and, optionally, fund bounties. There is no recurring billing, no auto-renewal, and nothing to “cancel” in the subscription sense — this policy governs refunds of the credit balance itself.

• The top-up failed to post to your balance due to a technical error on our side.
• You were charged more than once for the same top-up (a duplicate charge).
• You request a refund of a credit balance that has not yet been reserved or spent on any test run or bounty, within 30 days of the purchase.

Outside of these cases, completed top-ups are treated as final once credits have been reserved or spent, because that reservation funds real human work that has already begun or been committed to.

If you close your account, or if you simply hold credits you no longer intend to use, you may request a refund of the unused, unreserved portion of your balance. We will confirm the refundable amount from the internal ledger — the ledger is the authoritative record of your balance — before processing the refund back to your original payment method where technically possible.

Once credits are reserved against a test run, they fund tester matching, mission pay, and verifier review that begin immediately. Reserved credits follow our Cancellation Policy rather than this policy: cancelling before matching releases the reservation in full; cancelling after work has started may only release the unspent portion.

Funds committed to a bounty are held in escrow for the stated review window. If a bounty run is cancelled before any qualifying finding is submitted, the escrowed amount is released back to your credit balance. Once a qualifying finding has been verified against the published bounty rule, the corresponding payout is no longer refundable to you.

If you believe you were charged in error, contact us before raising a chargeback with your bank or card issuer — most billing errors can be resolved faster and more accurately through our support channel, and an unresolved chargeback may result in your account being suspended while the ledger is reconciled.

Email billing@producthands.com with your account identifier and the reason for the request. We aim to confirm the outcome within 5 business days and, where a refund is approved, to return funds within 10 business days using the same rail you paid with (fiat or the supported stablecoin).