Refunds and disputes

• In the app. Follow “Report it” in your receipt email and tell us what happened.
• Or by email. Write to ben@accredisource.com.
• What to include. The request reference, your receipt number, what happened, and any evidence: when and how you tried to reach the customer, bounce messages or call logs.
• When. Within 14 days of your purchaseproposed. If you have a good reason for asking later, ask anyway and tell us why.

• We confirm we have your request within 1 business dayproposed.
• We aim to decide within 5 business days of having what we needproposed.

• The contact details don’t work. The customer’s email bounces and the other details don’t reach them, or the person named says they didn’t make the request.
• The customer withdrew before you could respond. They closed the request or told us they’d changed their mind before your lab had a fair chance to reach them, for example within 1 business day of the releaseproposed.
• You paid twice. Your organization was charged more than once for the same request. We refund the extra payment.
• A technical error. You were charged but we didn’t release the details, or a fault on our side charged the wrong amount or released the wrong request.
• It isn’t what the preview described. The full request is materially different from the preview, for example a different test, product or location.
• It isn’t a real request. Spam, a sales pitch, a job enquiry, or no genuine testing need.

• Your lab didn’t win the work.
• The customer didn’t reply, chose another lab, changed or cancelled the project, or didn’t accept your quote, while their contact details worked.
• Other labs bought the same introduction. Every introduction is shared with up to 3 lab organizations.
• You changed your mind after the details were released.
• The work turned out not to suit your lab, but the preview described it correctly.

Staff can refund in full or in part where that’s fair, including in cases this guide doesn’t list.

Once a lab has received a customer’s contact details, that can’t be undone. We promise customers that no more than 3 lab organizations will receive their details. So a released introduction always counts toward that limit, even if we refund it. A refund never reopens the request to another lab.

• Your access to that introduction in your lab account ends.
• Don’t use the customer’s details for that request, unless the customer is already working with you.
• The money goes back to the card you paid with, through Stripe. Your bank decides how long it takes to show.

• Please contact us before you dispute a charge with your bank. It’s usually faster.
• While a dispute is open, access to the introduction is paused. We may share the purchase record with Stripe and your bank to respond.
• A dispute doesn’t free a place either.

Reply to our decision within 7 daysproposed with anything we didn’t see, and we’ll look again.

Introductions bought under version 1 of the introduction terms (July 27, 2026) keep the refund terms in that version. Staff can apply this policy instead where it’s better for you. For everything else about a purchase, see the introduction terms.

Customers don’t pay AccrediSource, so there’s nothing to refund. If a lab hasn’t contacted you, or something went wrong, tell us from your request page or email ben@accredisource.com.