Refund Policy

FinanceOCR charges for professional diagnostic engagements — the delivery of structured workpaper outputs, Export Exception Summaries, and supporting certificates tied to specific file sets and entity scopes. Because our deliverables are time-bound professional outputs (not recurring software subscriptions), our refund model is engagement-based rather than subscription-based.

We do not sell access to software on a recurring basis. Each engagement is a defined, scoped service with a fixed fee. Refunds are evaluated in that context.

Refund eligibility depends on the nature of the request and when it is made relative to engagement delivery.

Every paid engagement includes a 30-day assurance window beginning on the date we deliver your final diagnostic outputs. During this window:

• If any output (Export Exception Summary, scorecard PDF, cleaned workbook, or deletion certificate) is materially incomplete, incorrectly structured, or does not reflect the file scope specified in your engagement letter, we will correct it at no additional charge
• If correction is not feasible within 5 business days of your written request, we will issue a full refund of the engagement fee
• If additional findings come to light from the same file set that the diagnostic should have caught, we will re-run the diagnostic and revise the outputs at no charge

The assurance does not cover findings that the diagnostic correctly did not flag (i.e., issues that exist in the underlying data but fall outside the 17-check taxonomy), nor does it cover changes in client requirements after delivery.

The following are not eligible for refund under any circumstances:

• Rush processing fees — if expedited turnaround was completed as requested
• ACH/wire transfer processing fees charged by your bank or our bank — these are third-party costs outside our control
• Stripe credit card processing fees (2.9% + $0.30) — these are non-recoverable once charged
• Fees for engagements where client-provided files were password-protected, corrupted, or in an unsupported format and we notified the client within 24 hours — in these cases a re-run with corrected files is offered at a 50% reduced rate
• Engagements requested after 30-day assurance window expires

To initiate a refund request:

• Email billing@financeocr.com with the subject line: Refund Request — [Your Organization Name]
• Include your engagement reference number (format: FCR-YYYYMMDD-NNN, found in your engagement letter and payment confirmation)
• Describe which deliverable(s) are at issue and how they differ from the engagement letter specifications
• Attach or reference the deliverables in question if you have them

We will acknowledge your request within one business day and provide a resolution (correction plan or refund confirmation) within three business days. For payment processing errors, resolution is typically same-day.

Once a refund is approved:

• Credit card (Stripe): 5–10 business days to appear on your statement, depending on your card issuer
• ACH transfer: 3–5 business days; we will initiate the return transfer to the originating account
• Wire transfer: 1–2 business days; we will wire to the account on file or as directed in your refund request
• Check (if applicable): mailed within 5 business days of approval; delivery depends on USPS transit

Refunds are issued in USD only, to the original payment method where possible. If the original payment method is no longer available, we will coordinate an alternative with you.

For all refund matters:

• Email: billing@financeocr.com
• Response time: within 1 business day (Mon–Fri, 9am–6pm ET)
• Escalation: legal@financeocr.com for unresolved disputes

If a dispute cannot be resolved informally, it will be subject to binding arbitration in Wyoming under the commercial rules of the American Arbitration Association, as set out in the Terms of Service, Section 9.