What is StretchDollar's refund policy?

StretchDollar bills your monthly platform fee and per-employee fee in advance, on the 1st of each month. Charges aren't prorated. In a few situations, we'll refund a charge. This article explains when, how to ask, and how long it takes.

When we'll refund a charge

You were charged after you asked to cancel. If you told us you wanted to cancel, or cancelled your subscription, and a charge still went through for a later month, we'll refund the months after your cancellation request.

Note: You may be asked to provide a screenshot or proof of your request to cancel.
You never started using StretchDollar. If you decided not to move forward, no reimbursements were ever paid through your account, and you were charged because billing was still active, we'll refund that charge.
You were billed from the wrong start date. If your ICHRA start date was set earlier than it should have been, we'll correct the date and refund the month or months you were billed too early.
You were charged for an employee who shouldn't have been billed. If the per-employee fee included someone who wasn't participating in your ICHRA, we'll correct their status and refund that part of the charge.

What isn't refundable

Months you were using StretchDollar. If your account was active and you hadn't asked to cancel, fees for those months aren't refunded.
Your employees' ICHRA allowance. Reimbursements and allowance transfers are your benefit money, not a StretchDollar fee. If a transfer went out by mistake, we'll try to cancel it before it completes. If it already completed, we'll adjust the employee's next reimbursement instead.

How to request a refund

Email support@stretchdollar.com with:

Your business name
The date and amount of the charge
Why you think it should be refunded, for example the date you asked to cancel

Our team will review it, and you'll hear back from us by email.

How long a refund takes

Refunds go back to the payment method you were charged. Once a refund is issued, it usually arrives in 5 to 10 business days, depending on your bank. If you pay by bank account (ACH), we can only issue the refund after the original payment has finished processing, which can add a few days.

Avoid charges you don't expect

Cancel before the 1st. Charges are taken on the 1st of each month. To stop billing, cancel before then.
Cancelling billing isn't the same as cancelling your ICHRA. To end your benefit, go to Company → Cancel ICHRA Policy. To stop the subscription itself, go to Billing → Edit Billing Info → Cancel Subscription. If you're not sure which you need, email us first.
Remove people who aren't participating. Keep your employee list up to date so you're only billed for employees in your ICHRA.

[REVIEWER: this is a first draft of our refund policy, built from the refunds we've actually issued (CSE-30, 165, 177, 343, 496, 506, 560, 605, plus 742 in progress). Please confirm: (1) whether there's a time limit for asking (none of the tickets set one; CSE-742 refunded only the months after the claimed cancellation); (2) the "never started using StretchDollar" rule (CSE-560 and 605 were refunded because no reimbursements ever ran); (3) whether to name the cancel steps here or link to a cancel article; (4) whether this should also go in the Agent and Gallagher Help Centers.]