1. Overview
My Life Advocates processes two kinds of payments: payments for an Advocate's paid Service Packages, and Support payments sent to the Client who owns an Advocacy Page. Both are handled by Stripe. This policy explains when a refund can be requested, how it is reviewed, and what you receive back.
2. Service Package Payments
If you purchased a paid Service Package from an Advocate, you may request a refund from your Payments dashboard within 30 days of the payment succeeding.
- Only payments with a status of "succeeded" can be refunded.
- Refund requests must be submitted within 30 days of the original payment. Requests submitted after that window are not accepted.
- You may have one pending refund request per payment at a time.
- Every refund request is reviewed by Platform staff before it is approved. Submitting a request does not guarantee a refund.
- If approved, the refund is issued through Stripe to your original payment method. Processing times are set by your bank or card issuer, typically 5–10 business days after approval.
- If a request is denied, you will be notified with the reason and may contact Support to discuss it further.
3. Support Payments
Support is a financial contribution sent to a Client's Advocacy Page — never referred to as a "donation" elsewhere on the Platform, but functionally one. If you sent Support (one-time, monthly, or by redeeming a Support Credit), you may request a refund from your My Support page within 30 days of the payment succeeding.
- Support payments use the same Stripe destination-charge structure as Service Packages: funds are split automatically between the Client and the Platform at the time of payment.
- On an approved full refund, the Platform's fee is also returned to you and the amount transferred to the Client is reversed — you are made whole, and the Client does not keep a partial amount.
- Refund requests must be submitted within 30 days of the Support payment succeeding.
- Every Support refund request is reviewed by Platform staff before it is approved.
- A recurring (monthly) Support subscription can be cancelled at any time from your My Support page; cancelling stops future charges but does not itself refund past payments — request a refund separately for any payment you want returned.
- A redeemed Support Credit was already charged in full when it was purchased, so refunding it follows the same request-and-review process as any other Support payment.
4. What This Policy Does Not Cover
- Platform account fees, if any apply in the future, are addressed separately in the Terms of Service.
- Disputes about the quality of an Advocate's work are first handled through Platform messaging and reporting tools; a refund request is a separate, payment-specific action.
- A chargeback filed directly with your card issuer, instead of a refund request through the Platform, may result in your account being flagged for review.
5. How to Request a Refund
Service Package payments: open Payments in your dashboard, find the payment, and select Request Refund. Support payments: open My Support, find the payment, and select Request Refund. If you cannot find a payment or need help, contact us using the details below.