What happens to your money when a payment fails, when you are charged twice, and when you have bought credits you have not used.
Agencies pay Jork by buying credits into a wallet, and spend those credits on actions in the product — publishing a role, opening a candidate's CV, running an AI screen. Credits are bought in advance, at the exchange rate shown at the time of purchase, and that rate is fixed to the purchase. Nothing is charged per month and no subscription renews on its own.
If a payment is cancelled, abandoned or expires before it completes, no money is taken and no credits are added. Nothing needs to be requested and nothing needs to be reversed. If your card was charged but your balance did not change, that is a fault on our side rather than a refund matter — write to us and we will correct it.
Charged twice for the same purchase. Refunded in full, to the card the payment came from. You do not need to ask — we reverse duplicates when we find them, and sooner if you tell us.
Charged but not credited. Refunded in full, or the credits added, whichever you prefer. This is our error and is not subject to any time limit.
Bought credits you have not spent. Refundable within 14 days of purchase, provided none of that purchase has been spent. Partly spent purchases are not refundable, because the work they paid for has already been done.
Credits that have been spent. Once a role is published, a CV is opened or an AI screen is run, the service has been delivered and the credits that paid for it are not returned. Credits do not expire, so an unspent balance stays available rather than being lost.
Write to billing@jork.io from the email address on the account, with the date and amount of the payment. We reply within two working days. An approved refund is sent back to the card the payment came from — we cannot send it anywhere else — and your bank usually takes a further five to ten working days to show it.
If something about a charge does not look right, write to us before disputing it with your bank. A dispute raised with the bank takes weeks and freezes the account while it runs; we can usually settle the same question in a day.
