Refunds & Cancellations
Refunds & Cancellations
The rule underneath every line below: you pay for a deliverable you received. If the deliverable did not arrive, or arrived defective, the money comes back. Most refunds in this policy are automatic; the rest take one email.
Digital Products
Books, prompt packs, and templates: if the download did not arrive, did not open, or is not as described on the page you bought it from, write within 14 days of purchase for a full refund. Because the product is delivered instantly, refunds for change of mind after a successful download are at our discretion.
Software Subscriptions
Cancel at any time; your access continues to the end of the period already paid, and no further charges occur. The first charge of a new subscription is refundable in full if you cancel within 14 days of starting it. Later periods are not prorated unless the service was unavailable for a material part of the period, in which case write to us and we will credit or refund the affected time.
Field Services
- Estimates are free. Declining an estimate costs nothing.
- Cancel scheduled work at no charge before materials are purchased on your behalf. Materials already bought at your request are billed at actual cost, with receipts, and become yours.
- Completed work is covered by the workmanship guarantee in the Terms: if we built it and it failed because of how we built it, we repair or replace it at our cost. That is a guarantee of repair, not a refund of the job, unless repair is impossible.
- Deposits, where taken for a large materials order, are refunded less the cost of materials already purchased if you cancel.
DeltaProof Reports
| Situation | What Happens | Who Acts |
|---|---|---|
| Your files are declined when they are checked | Nothing is held or charged. Your files are deleted, and the email names the reason. | Automatic, immediate |
| You see your price but do not press Generate | Nothing is held or charged. Your price holds for 30 minutes; then your files are deleted. | Automatic, after 30 minutes |
| You press Generate but leave the payment page | No hold is placed. Your files are deleted when your price expires. | Automatic |
| We cannot produce your report after you press Generate | The hold on your card is released, and nothing is charged. Your files are deleted, and the email names the reason. | Automatic, usually within minutes, and never more than six hours |
| Your card was charged but the report did not reach you | Full refund to the original card. | Automatic, within six hours |
| The report is delivered but materially defective | Write within 14 days with the job identifier. We re-run on files you re-submit, or refund in full, at your choice. | You email, we act within one business day |
| The report is delivered and correct, but you no longer need it | Not refundable. The product is the analysis, which has been performed and delivered. | — |
"Materially defective" means the report failed at its job: it missed changes that are plainly present in the two revisions, anchored a finding to the wrong evidence, or could not be opened. It does not mean the report found fewer changes than you expected; a short report on a small addendum is a correct report.
Discount Codes
A refund returns what you actually paid. A code used on a refunded order is not reissued unless the failure was ours.
How Refunds Are Paid
Refunds go to the original payment method through Stripe. They appear on your statement within 5 to 10 business days depending on your bank. We cannot refund to a different card or by another method. A released hold is not a refund: nothing was charged, and the pending amount drops off your statement on your bank's schedule, usually within a few days.
Before You Dispute a Charge with Your Bank
Write to usurge@usurge.us first. Every charge is tied to a job identifier and an email trail, and the person answering is the person who ran the job. Nearly every question is settled within one business day, and a refund we issue reaches you faster than a chargeback does.
Contact
usurge@usurge.us
925-579-3579
uSurge LLC
205 E Alma Ave
San Jose, CA 95112