Legal

Refunds and cancellation

Last updated 13 October 2026 · Version 2026-10-13

What you can get your money back on, and how to ask.

When we refund

The check failed

If a check does not produce a report — the document could not be read, the run failed, something on our side broke — we refund it in full. You do not have to argue for this. If the same check fails twice, we refund it without being asked and tell you why.

You were charged twice

Duplicate charges are refunded in full as soon as we spot them or you tell us.

You change your mind about a pre-order

Until Ratably prepares the first statement for a building, you can have that building's share of a 2026 statement-preparation pre-order back, for any reason. On a one-building pre-order that is everything you paid. On a five- or ten-building pre-order each building's share is what you paid, including any tax, divided by the number of buildings and rounded down to the cent; the refund that leaves no building unrefunded returns whatever is left. So before any statement is prepared, all the buildings together come to everything you paid.

Your leases use a structure we do not support

If a building's leases use a structure that statement preparation does not support, we refund that building's share of the pre-order in full, whether or not a statement was attempted for it.

Statement preparation is not open by 31 January 2027

If statement preparation has not opened for the 2026 statements by the end of 31 January 2027, Mountain time, we refund every pre-order in full, less anything already refunded, without being asked.

When we do not refund

• A check that ran and produced a report, where the findings are simply not what you hoped for. A report in which nothing in the five tests came back outside the lease terms you entered is a real answer, and the work to produce it was done.
• Check credits in a pack that you did not use before the 12 months ran out.
• Credits remaining when an account is closed for breach of the terms.
• A building on a pre-order once Ratably has prepared its first statement, unless its leases use a structure statement preparation does not support.

If you think your situation sits somewhere between these, write to us at support@ratably.io. We would rather refund an honest case than win an argument.

Unused check credits

Credits in a pack last 12 months from the date of purchase. A single check's credit does not expire. If you close your account with unused credits and you have not breached the terms, write to us and we will refund the unused portion at the price you paid per check.

How to ask

Email support@ratably.io from the address you use for your account (if you have closed it, the address it had), with the date of the purchase. You do not need a reason for the cases listed above.

We reply within one business day. Approved refunds go back to the original card through Stripe, and typically appear within five to ten business days depending on your bank.

Chargebacks

If something has gone wrong, please write to us before asking your bank to reverse the charge. A refund is faster than a chargeback and costs you nothing either way.