> For the complete documentation index, see [llms.txt](https://docs.primelister.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.primelister.com/subscriptions/refund-policy.md).

# Refund policy

PrimeLister refund policy: full refund windows, refunds for platform issues, what is not refundable and how to request a refund in live chat.

We want every PrimeLister subscription to be worth what you pay for it. This policy explains when a payment can be refunded, how the amount is calculated and how to send a request. By subscribing to PrimeLister, you agree to this policy.

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Full refund windows</strong></td><td>48 hours for first payments and monthly renewals, 7 days for yearly renewals.</td><td><a href="#full-refund-windows">#full-refund-windows</a></td></tr><tr><td><strong>Platform issues</strong></td><td>A prorated refund when PrimeLister does not work as it should.</td><td><a href="#refunds-for-platform-issues">#refunds-for-platform-issues</a></td></tr><tr><td><strong>Request a refund</strong></td><td>Chat with our team in the PrimeLister app.</td><td><a href="#how-to-request-a-refund">#how-to-request-a-refund</a></td></tr></tbody></table>

{% hint style="info" %}
**Try first, pay later.** Every PrimeLister product has its own 7-day [free trial](/subscriptions/free-trial.md) with no card needed. The trial ends on its own and you are never charged for it, so there is nothing to refund.
{% endhint %}

## Full refund windows

<figure><img src="https://2392323610-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ0VOayfDl9icXhPtyfpP%2Fuploads%2F47swOtmITrLEu2BStG5Y%2Frefund-windows.png?alt=media&#x26;token=a03c5ae2-d551-48f8-815b-9ea76e27297e" alt="Three refund window cards: 48 hours for a first subscription, 48 hours for a monthly renewal and 7 days for a yearly renewal" width="728"><figcaption><p>Full refund windows</p></figcaption></figure>

You can get a full refund of a payment when you ask for it within the window below.

* **First subscription**, monthly or yearly: within **48 hours** of the payment.
* **Monthly renewal**: within **48 hours** of the renewal payment.
* **Yearly renewal**: within **7 days** of the renewal payment.

The full refund window applies when the product's features have not been actively used in that billing cycle. If they have been used, the request is reviewed under the rules below.

Each PrimeLister product (Crosslister Tool, Poshmark Automation, eBay Automation, Depop Automation and Mercari Automation) is a separate subscription, so each payment is reviewed on its own.

## Refunds for platform issues

If PrimeLister does not work because of a documented technical issue on our side, you may be eligible for a refund outside the windows above.

* Send **screenshots**, **error messages** or other evidence with your request.
* Our team checks the issue against your account and our records.
* The refund is **prorated**, so it covers the part of the service you could not use.

{% hint style="success" %}
**Something not working?** Chat with our team in the [**PrimeLister app**](https://app.primelister.com) first. We look into the issue with you, and if it qualifies, we guide you through the refund request.
{% endhint %}

## How refunds are calculated

* **Unused time only**: a refund covers the unused part of your subscription, from the date you send the request.
* **Most recent billing cycle**: if you ask about several payments, only the latest billing cycle is reviewed.
* **Usage counts**: days or months already used are not refunded, including days used while your request is being reviewed.

## What is not refundable

* **Personal reasons**: for example deciding to stop reselling or no longer needing the product.
* **Time already used**: before the request or during the review.
* **A full refund after active use**: when the product's features were used in that billing cycle.
* **International transaction fees**: PrimeLister does not charge these. Your bank or card provider adds them to cross-border payments, so we cannot refund or adjust them.

## How to request a refund

<figure><img src="https://2392323610-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ0VOayfDl9icXhPtyfpP%2Fuploads%2Fkpvc4oJ9HfN2FIZagAaO%2Frefund-request-flow.png?alt=media&#x26;token=bf158932-db5f-4281-915d-9a209a7a7a4c" alt="Refund request flow: chat with our team, share your details (account email, product and reason), we review it, and the refund is sent within 5 to 10 business days" width="728"><figcaption><p>How a refund request works</p></figcaption></figure>

{% stepper %}
{% step %}

### Chat with our team

Chat with our team in the [**PrimeLister app**](https://app.primelister.com) and ask for a refund. See [Contact support](/help-center/contact-support.md).

<figure><img src="https://2392323610-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ0VOayfDl9icXhPtyfpP%2Fuploads%2Fc9rrJBJwKgkXhZRX3ovi%2Flive-chat-button-v2.png?alt=media&#x26;token=741a6d5c-1544-40a3-b0f5-5623a44c815d" alt="PrimeLister app page with the round chat button at the bottom right marked with an arrow" width="728"><figcaption><p>Open the chat with the button at the bottom right</p></figcaption></figure>
{% endstep %}

{% step %}

### Include your details

Tell us the **email of your PrimeLister account**, the **product** the payment is for and the **reason** for your request. For a platform issue, add your screenshots or error messages.
{% endstep %}

{% step %}

### Wait for our review

Our team checks the payment and your eligibility under this policy, then replies to you.
{% endstep %}

{% step %}

### Receive your refund

Approved refunds go back to your original payment method within **5 to 10 business days**. The exact timing depends on your bank.
{% endstep %}
{% endstepper %}

## Cancelling and refunds

Cancelling your plan on **Account > Plans & Billing** stops future renewals. It does not refund a payment that was already made. To ask for a refund, follow the steps above. See [Cancel your subscription](/subscriptions/cancel-your-subscription.md).

## Payment disputes

{% hint style="danger" %}
**Contact us before you contact your bank.** If you open a dispute or chargeback with your bank for the same payment, your refund request is put on hold until the dispute is closed. Disputes filed for non-fraudulent reasons are not accepted and may lead to account suspension or legal action.
{% endhint %}

## Changes to this policy

PrimeLister may update this policy at any time. Changes are posted on this page and take effect as soon as they are posted.

**Need help?** [Chat with our team](/help-center/contact-support.md) in the [**PrimeLister app**](https://app.primelister.com).