Last updated October 19, 2026
All payments are final
Payments for company plans (Starter, Growth, Scale, Enterprise), expert plans (Expert, Expert Pro), platform fees and engagement payments are final once charged. We do not issue refunds for unused time in a billing period, unused briefs, shortlists or seats, or because you stopped using the service.
Cancellation stops renewal
You can cancel a subscription at any time in your account settings. Cancellation stops the next renewal and your plan stays active until the end of the period you already paid for. Canceling does not refund the current period, whether monthly or yearly.
Plan changes
Moving to a higher plan is charged immediately for the difference for the rest of the current period. Moving to a lower plan or from yearly to monthly billing takes effect at your next renewal and does not create a refund.
Exceptions we refund
We refund a payment only in these cases:
- Duplicate charge, when you were charged twice for the same subscription period, call or milestone
- Unauthorized charge, when a payment was made without your permission and this is confirmed after we review it
- Complete service failure, when the service was unavailable to you for the paid period because of a fault on our side and we could not restore it
How to request an exception
Write to [email protected] within 30 days of the charge, from the email address on your account. Include the date and amount of the charge, the invoice number if you have it and a short description of what happened. We reply within one business day, review the request and confirm the outcome by email. Approved refunds go back to the original payment method and usually appear within 5 to 10 business days, depending on your bank.
Expert fees for completed calls and approved milestones
Payments for an expert call that took place, and for a project milestone or timesheet that the company approved, are final and are paid out to the expert. The platform fee on those payments is also final.
Engagement disputes before payout
If a company believes a call did not take place as booked or a milestone does not match the SOW, it should open a dispute in the platform before approving the milestone or within the dispute window shown on the booking. While a dispute is open, the related payout is held. We review the booking terms, the SOW and messages, and the outcome may be a full or partial release to the expert or a full or partial return to the company. Once a payout is released, it is final.
Consumers in the European Union
If you are a consumer in the European Union, you may have a statutory right of withdrawal for digital services. When you subscribe, you ask for the service to start immediately and consent to immediate performance, and your right of withdrawal expires once you give that consent and the service starts. ExpertMatcher is a business service, and accounts opened for a company are not consumer contracts.
Chargebacks
If you have a question about a charge, please contact [email protected] before contacting your bank. We resolve most billing questions within one business day. Accounts with an open chargeback may be suspended until it is resolved.
Contact
Questions about this policy go to the administrator of the expertmatcher.com service at [email protected]. More on the service rules is in the terms of service.