How do I get a refund?

Full refund on the Finisher's Pack within 7 days of purchase — provided you haven't downloaded the certificate and haven't copied the AI race story. After 7 days, or if the certificate was downloaded, we look at it case-by-case. Either way, just email us — we'd much rather refund than fight a chargeback.

The policy

Inside the 7-day window, refunds are automatic if:

• You haven't downloaded the certificate PDF.
• You haven't copied the AI race story.
• The share card hasn't been downloaded.

Outside the 7-day window, or if any artifact has been downloaded / copied, refunds are at our discretion — but we lean toward yes. It's a $1.99–$4.99 digital purchase; nobody is being harmed by us being generous here.

After a refund:

• The original charge is reversed back to the same payment method you used (card or wallet). Reversal takes 5–10 business days to appear on your statement, depending on your bank.
• Your Stripe receipt updates to show the refund.
• Your results page stays online and still shows your time, splits, and place — the free pieces are unaffected.
• The Pack artifacts (certificate, race story, share card, performance PDF) are also left in place on the page. You keep them. We'd rather you have a small lasting nice thing from your race even after a refund — it's not worth the friction of pulling them down.

How to request

Email support@splitkit.freshdesk.com with:

• The email address you used for the purchase
• The event name and your bib number
• A one-line reason (genuinely — we don't ask for justifications; this is for our records)

Or, easiest: just reply to your Stripe receipt email and tell us you'd like a refund. Either route gets to the same place.

We aim to process refund requests within two business days. You'll get an email when the refund is initiated, and a second one (from Stripe) confirming the reversal.

What we can't refund

We process Pack purchases as merchant of record — your charge is to SplitKit, and we send a 10% commission to your race timer. The refund is on our side; the timer's commission gets reversed automatically.

We can't refund things we didn't charge for:

• Your race registration fee — that went to the race organizer (or RunSignup, Active, RegistrationDepot, etc.). Contact them directly.
• Your timing chip rental, if you paid one — same thing; that's the race or timer, not SplitKit.

If your charge is for an amount you don't recognize, check the descriptor on your statement. SplitKit charges show up as SPLITKIT — anything else isn't us.