EFFECTIVE AUGUST 11, 2026 · VERSION 2026-08-11

Refund & Cancellation Policy

Remote Rescue Plans

You may request a full refund before the personalized Remote Rescue Plan is delivered. If delivery fails, BackPocket will retry delivery or refund the charge. After delivery, tell us within seven days if the plan was not delivered as described or was based on a material processing error; we will review the case and provide an appropriate correction or refund. A changed situation or a result that requires a professional does not by itself mean the purchased personalized plan was not delivered.

Onsite rescues

A paid onsite offer remains conditional until BackPocket confirms an assignment. If BackPocket or the Rescuer cancels before or during a visit because of a mismatch, hazard, prohibited scope, coverage issue, or safety concern—including a bad vibe—the customer receives a full refund. No cancellation fee is charged for those safety cancellations.

How refunds work

Refunds return to the original payment method through Stripe. BackPocket submits an approved refund promptly; the issuing bank controls when it appears, commonly within five to ten business days. A safety stop and its refund obligation are recorded separately, so a processor outage cannot undo the stop. If automatic submission is unavailable or fails, Operations must complete the recorded obligation manually. The customer portal shows the recorded refund state. A dispute or chargeback may require separate review to avoid a duplicate reimbursement.

Requesting help

Email support@backpocket.help with your case ID, payment email, and a short explanation. Do not send card numbers or sensitive payment credentials by email.