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Help centre/Billing, refunds & cancellations

Change requests

Request a change

Sales are final, and we fix our mistakes. Tell us what happened: if our records show a billing mistake, it's refunded automatically — usually before you've closed this page. Everything else goes to a person, who replies within two business days.

1. What do you need help with?

I was charged twice for the same thingIf our records show the second charge, it is refunded automatically.I was charged after I cancelled my subscriptionA charge made after your cancellation is refunded automatically.I paid, but Priority Review never turned onIf our records show it never started, the charge is refunded automatically.I was charged a different amount than I agreed toA person compares the charge with what checkout showed you and refunds any difference.I don’t recognize this chargeWe show you what the charge was for, and a person looks into it within two business days.Cancel my subscriptionCancelled right away when your receipt and e-mail match; otherwise we e-mail you a one-click cancel link.I can’t get into my accountWe send you the ways back in; a person helps if those don’t work.Fix the name, e-mail or address on my receiptA person makes the change and sends you the corrected receipt.I’d like a refund for another reasonSales are final, so a person reads these and replies within two business days.Something elseA person reads it and replies within two business days.

2. Your purchase

Receipt number (if you have it)

It's at the top of your receipt and in your confirmation e-mail. Starts with INV-, QBST- or TRM-.

E-mail you used at checkout

Your name (optional)

3. A few questions

Why are you cancelling? (optional)

4. Anything else we should know

Message (optional)

A person reads every message that needs one.0/2000

Attach your receipt or a statement (optional)

Up to 3 files — PDF, PNG, JPEG, WebP or HEIC, 5 MB each. Cover all but the last four digits of any card or account number.

Website

You'll get a reference number and an e-mail straight away.

Fixed automatically

When our records show it, you get the refund straight away:

a duplicate charge
a subscription charge made after you cancelled
Priority Review that never turned on

Cancelling a subscription is done straight away too.

Read by a person

A charge you don't recognise, a different amount, a correction to a receipt, an account you can't get into, and any refund for another reason. You get an answer within two business days — and nothing is turned down automatically.

Good to know

Card refunds show on your statement in 5–10 business days.
If you've already opened a dispute with your bank, its process decides it — we answer the bank instead.
Every request gets a reference and a page to follow it, and you can reply there.
The rules: Refund & Cancellation Policy.

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