Refunds & contact
If something you paid for didn’t arrive or didn’t work, you get your money back. All amounts are in US dollars and refunds go back to the original payment method through the payment provider.
How to ask
Open Contact & order help (it is also in the homepage footer and inside the chat). Pick “Help with an order or refund”, include the email you paid with and your order reference if you have it. A human replies by email. Asking is free and never uses your chat allowance.
Chat day pass (US$1, 24 hours, up to 30 messages)
- If live chat is unavailable for more than an hour during your pass, ask for a full refund.
- If the pass never activated after a confirmed payment, ask for a full refund.
Noticeboard advertisement (US$1, 30 days)
- You only pay after the operator approves your text and sends a payment link.
- If your paid advertisement isn’t published, or is removed early by us without a good reason (such as unlawful content), ask for a full refund.
- Advertisements come with no promised clicks or traffic, so low traffic isn’t a reason for a refund.
Website work
Website work follows the written quote you agree to. If we can’t deliver what was agreed, you get a refund for the part that wasn’t delivered. Anything paid in advance is held as a deposit and only counted as earned once the work is delivered.
Tips
Tips are voluntary and are not payment for anything. If you tipped by mistake (for example, the wrong amount or twice), tell us within 14 days and we’ll refund it.
Failed or duplicate payments
If you were charged twice or charged for something that failed, ask through order help and we’ll refund the extra charge. Penny’s books record a refund only once the payment provider confirms it.
Poor Penny is a small owner pilot. Please allow a few days for a reply. Questions about this page also go through the contact form.