Version 1.0. Effective date: 11 October 2026.
This policy summarises when you get your money or Credits back from Demarker. It is part of our Terms of Service, and the full rules are in section 11 of the Terms. If this summary and the Terms differ, the Terms control.
1. Credits for failed runs come back automatically
If a paid run fails, finds nothing to remove, is refused by our checks, or is deleted by you while it is still waiting to start, the Credits for that run return to your balance automatically. You pay nothing for it and you do not need to ask. If a free run fails or removes nothing, your free allowance for it is restored.
2. Cash refunds for unused Credits
You can ask for a cash refund of Credits you have not used. Write to [email protected] from the email address on your account. We calculate the refund from the price you paid for the Credits that are still unused and send it back to the original payment method.
3. Completed runs
Credits used for a completed run are not refunded in cash. The charge covers a processing run, not a particular outcome, and results are best effort (see section 10 of the Terms). If the app offers a free re-run or a way to report that a completed run did not work, it is described in the app at the time.
4. Blocked locations and sanctions
A payment from a billing country where Demarker is not offered is refunded in full and gets no Credits.
5. Closing your account or the Service
If you close your account, or we stop offering the Service, you can still ask for a refund of unused Credits. The exception is an account we closed for fraud or a serious breach of the acceptable use rules.
6. Chargebacks
Please contact us before you open a dispute with your bank, so we can fix the problem directly. If a payment is refunded or disputed through the payment processor, we remove the matching Credits, and we may pause paid processing on your account while your balance is below zero.
7. Your legal rights
Nothing in this policy limits any right to a refund or cancellation that you have under consumer protection law where you live.
8. How long refunds take
We aim to process refund requests within 5 business days. Your bank or card issuer may then take several more days to show the money.
9. Contact
Refund requests and questions: [email protected].