Refunds for advertisers

Yes. Before you pay, you tick a box that says "I understand bids are final and my rank can change as others bid". Being moved down by another business is not a reason for a refund, and neither is changing your mind once your card is charged. Nothing here takes away a right the law gives you that cannot be waived, or your right to dispute a charge with your card issuer.

In these cases the platform refunds you automatically and emails you:

• Your payment completed after the cycle had ended. A checkout started before the cutoff can still complete after the end. It is not applied to any cycle.
• Someone else paid for the same website first, on a board where you were both paying for a new spot at the same time. The spot stays with them.
• The spot had already been decided when your payment completed, for example turned down or removed, or another checkout's card hold for it was already held for the owner's approval.
• The platform suspended the board in the middle of a cycle. Every payment behind that cycle is refunded.
• Your card was charged and the spot was then turned down in review, or the cycle ended before the owner reviewed it. This happens only when a payment was taken before approval; normally a card on a board with approval on is only held, and nothing is charged.

Being outbid, changing your mind once charged, and a spot removed because it broke the acceptable use policy or the prohibited content policy. Those two policies are the only rules whose breach forfeits your payment.

Everything you paid except the card processing: the spot price, our fee and any sales tax. The card processing is not returned because Stripe does not give back its processing fee when a payment is refunded.

For example, a $50 spot is charged $62.10: $50 for the spot and a $12.10 service fee made of $10.00 of our fee and $2.10 of card processing. A full refund returns $60.00. Neither the screen owner nor OnTheList.Live keeps any of it: the owner returns the $50, and we return our $10.

If your spot was taken off the board through the owner's or the platform's fault (a wrongful removal, or a removal for a stricter rule of the owner's own, such as a topic or a competitor), write to us. A person on our staff issues the refund: in full, or for the part of the cycle you did not get, never the card processing. On a board with no end date, it is in full. See the refund policy, row 4.

There is nothing to refund. On a board with approval on, a card is held, not charged, until the owner approves. If the owner turns the spot down, you cancel, the cycle ends or the hold lapses, the hold is released and nothing is charged. Your bank may show the released hold as pending for a few days. See approval and card holds.

Yes. A screen owner can give some or all of your money back, either from their dashboard on OnTheList.Live (everything except the card processing) or from their own Stripe account (any amount they choose). The owner who refunds you tells you; the platform sends no email of its own for these. If refunds bring your spot's total to $0, it leaves the board, and its website is open to whoever pays for it first.

Refunds go back to the card you paid with, through Stripe. Stripe's published timing for a card refund is about five to ten business days, depending on your bank. Our email tells you the refund was instructed, not that it has reached your card.

The screen owner, from their Stripe balance, because your payment went to them: they return the spot price and any tax. The platform returns our fee. A refund a balance cannot cover can stay pending with Stripe; if one we told you about has not arrived after Stripe's timing, write to us and we chase it with the owner.

Stripe may report the refund as failed. We record it and our staff take it up with the screen owner, because Stripe then refuses any further refund of that charge and the money has to reach you another way.

Yes, that right is yours. A dispute is decided by the card network, not by the screen owner or by us. When a chargeback is opened, the disputed payment stops counting towards your spot's total at once, and the spot may be taken off the board until it is decided. The refund policy explains what each outcome does. If a refund is what you are after, writing to us first is usually quicker.

Write to hi@moretime.ai with the email address you paid with, the board, the amount and date of the charge (your card statement shows the screen owner's name and the board's short name), and what happened. You do not need to know which case applies; we find it, and a refund you are owed does not depend on your naming it. We aim to answer anything about a payment within one business day.

Yes, when the platform refunds you automatically or after a decision: the email names the amount returned to your card. When the screen owner refunds you themselves, the owner tells you.