A paid run that fails without producing a result never keeps its charge. Refunds to your credit balance are automatic — no request needed — for: engine errors on our side, runs with too few trades to be judged, runs whose data turned out to be missing, sweep-queue timeouts, and audits that could not be completed. Runs that cannot be scored at all are never charged in the first place. Every refund is a ledger line you can audit in your account.
Credit purchases are final. Credits do not expire, and the automatic engine-enforced refund rules above always apply to failed runs. Purchased credits are added to your account immediately after payment. Card charges appear on your statement as STRATPROMPT (Swovel Inc.). If something went wrong with a purchase or charge, reach us through the contact form and we will review it case by case.
Any charge can be formally disputed from within the product (a free support ticket files it on the record) or through our contact form. We answer within 3 business days.