What to do if you believe you've been charged incorrectly — how to dispute a charge and how we process corrections.
Billing errors are rare but they do happen. If you see a charge on your invoice that you don't recognize or believe is incorrect, here's how to resolve it quickly.
How to Dispute a Charge
- Review the charge in your invoice history under Billing → Invoice History. Click the invoice to see the full line-item breakdown.
- If you still believe the charge is incorrect, email [email protected] with: the invoice number, the specific line item in question, and why you believe it's incorrect.
- Do not dispute the charge directly with your bank or credit card company before contacting us — this creates a chargeback, which damages the relationship and involves additional fees on both sides.
What We Investigate
Our billing team will review the work logs and scope documentation for the disputed charge. We'll respond within 3 business days with either a confirmation that the charge is correct (with documentation) or a credit to your account for the disputed amount.
Common Reasons for Billing Corrections
- Add-on hours billed that were actually within your plan's included scope.
- A project milestone billed that wasn't yet delivered.
- A duplicate charge due to a payment processor error.
- A plan rate that wasn't updated after a negotiated price change.
We issue credits to your account balance for confirmed errors. Credits are applied to your next invoice automatically.