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, and the finish video where it's included) are also left in place on the page. You keep them, video included: if you've already saved or shared it, it's yours to keep. 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.run 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 refunds come from SplitKit directly. You never need to contact the race or its timing company about a Pack charge.

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, usually followed by the event name; anything else isn't us. See About your SplitKit charge for more on why the name on your statement doesn't match your race timer.