Charges you did not expect

Unexpected or double charges, a charge after cancelling, disputing with your bank, and a product we could not analyse.

I got an unexpected charge#

Most unexpected charges are an introductory price converting to the standard one: the intro covers the first period only, then it renews at the standard price for your plan length, which is on the limits and numbers page.

If that does not match what you are seeing, say so and a human will go through the invoices with you. If your email is on this conversation, we can already see the account; if it is not, tell us the email you sign in to HeyCatch with.

I was charged twice#

Send us the transaction details, the date and the amount, and a person will check it against our records. If your email is on this conversation, we can already see the account; if it is not, tell us the email you sign in to HeyCatch with.

A duplicate, erroneous or unauthorised charge is refunded once that check confirms it. The check comes first, so nobody can confirm the outcome to you before it happens.

I thought I cancelled but I was charged anyway.#

First check whether the cancellation actually completed. It runs through several screens, and if it was started and not finished, the subscription stays active and renews on schedule.

To finish it yourself: Settings, then the Billing tab, then Change plan on your plan card. Inside that window, under your current plan, there is a Manage subscription link, and Cancel subscription sits behind it. You then pick a reason, press Continue, and confirm on the Before you cancel screen.

If you cannot get through it, say so here and we will pass you to a person who will cancel it for you. If your email is on this conversation, I can see the account and there is nothing for you to send; if it is not, or the subscription is on a different address, tell us which one. We will look at the real state of the subscription first. Cancelling stops future charges; whether the charge already taken can be returned is looked at separately by a person.

I was charged for a period I never used. Is that refundable?#

That is one of the cases we do refund, once we have checked the account. Refunds are assessed per billing period: if nothing at all was generated for your project in a paid period, that period is refunded in full.

The example from our policy: you used the service in your first period and were then charged for a second you did not touch. The second is refunded, the first is not. An 8-week plan is assessed as two 4-week halves, so if nothing was generated in the second half, that half is refunded even though the first half was used. Write to us and a person will check the account before confirming.

Should I dispute the charge with my bank?#

Please email support@heycatch.ai first. Where a refund is warranted we usually resolve it in days; a bank dispute takes weeks. If you think a charge is unauthorised or mistaken, tell us and we will investigate.

One practical thing to know: while a payment dispute is open, we may suspend or cancel the affected subscription, and if the disputed charge is a credit pack, its credits are removed from your wallet while the dispute is open.

You could not analyse my product at all. Can I get my money back?#

That one goes to a person, and it is worth raising.

The published policy at heycatch.ai/refund always refunds these: a duplicate, erroneous or unauthorised charge, a paid period in which nothing at all was generated, the unused second half of an 8-week plan, and an untouched credit pack, refunded in full on request within 14 days of purchase if no purchased credits have been spent since. Your case is not on that published list, so a person reviews it individually against the policy.

What matters for that decision is the difference between no usable analysis of your product at all, for example a link that resolved to a sign-in wall so the only page we could read was the login screen, and an analysis you found thin or disappointing. The first is the one to tell us about.

Send the project link and what you are seeing in the documents, in this chat or to support@heycatch.ai with "Refund" as the subject. Someone checks the account first, so nobody here can confirm the outcome before that happens.