UpBRO is a digital service: you buy credits, and each credit gives you one AI audit of an Upwork profile. Below are the grounds on which we refund. All requests are handled individually by email.
how to request a refund
How to request a refund: email support@up-bro.com from the address your account is registered to, and briefly describe the reason. We aim to respond within a few business days.
1. Quality guarantee
If you feel the report didn't show you anything new or useful, email us and tell us why. We will refund you, re-credit the report, or run a fresh audit free of charge, whichever you prefer.
2. Unused credits, 14 days
If you bought credits and have not used any of them (have not run an audit), you can get a refund within 14 days of payment. Once you run at least one audit, credits are considered used and are not refundable under this clause.
The free teaser (an instant 0–100 score with two unlocked findings) does not charge a credit and is not considered a used audit for the purposes of this clause; it does not affect your right to a refund of unused credits.
3. Technical failure
If a technical error on our side caused a credit to be charged without a full report being delivered, we will refund the credit or its cost, or run a fresh audit free of charge, at your choice.
4. Right of withdrawal (EU)
By purchasing, you agree that the digital service is delivered immediately upon payment. Under Directive 2011/83/EU, once the actual delivery of the service begins (an audit is run), the 14-day right of withdrawal ends with respect to the credits already consumed. Unused credits are covered by clause 2 above.
5. How we refund
Refunds are issued through Stripe to the original payment method. Crediting to your card usually takes 5–10 business days, depending on your bank.
6. Complaints and dispute resolution
To file a complaint, use the contact details above. We aim to review and respond within 14 days of receipt. If we cannot resolve it directly, you as a consumer have the right to pursue out-of-court dispute resolution, including through the competent body in your country of residence; see the Terms of Service for details.
Contact
For any questions about payments and refunds: support@up-bro.com.