Refund & Cancellation Policy

Reporting Is Always Free

Members of the public are never charged to submit a pothole report, so no refund is ever owed to a Reporter. This policy applies to Account Holders — property owners, HOAs, property managers, and cities — who are billed for repairs.

Repair-Quality Disputes

If a completed repair reappears, was not actually completed at the reported location, or otherwise doesn't hold up, Account Holders (or the original Reporter) can flag the job as unresolved. Here's what happens next:

1. The flag is reviewed by our team against the repair's documented before/after photos, timestamps, and location data.
2. If the flag is confirmed, the pothole is reopened at no additional charge for a follow-up repair, and/or the original charge for that repair is credited or refunded at our discretion.
3. If the flag is not confirmed — for example, the documentation shows the repair was completed correctly and new damage has since occurred — the original charge stands, and we'll explain why.

Repair-quality flags should be submitted within 30 days of the repair being marked complete. To flag a repair, contact us at info@fixthatpothole.com.

Per-Repair Billing

Per-repair charges are only billed after a repair has passed our photo and location verification. If you believe you were billed for a repair that was not actually completed, contact us immediately and we will investigate before any charge is considered final.

Subscription Cancellation

Monthly subscriptions can be canceled at any time by contacting us. Cancellation takes effect at the end of the current billing period; we do not provide prorated refunds for partial billing periods, but you will not be charged again after cancellation takes effect. Repairs already completed and verified during an active subscription period are covered under that subscription.

Payment Disputes & Chargebacks

We ask that you contact us directly before initiating a chargeback with your bank or card issuer — most billing questions can be resolved faster this way. All payments are processed through Stripe, and refunds, when approved, are issued back to the original payment method.

How to Request a Refund or Dispute a Charge

Email info@fixthatpothole.com or call (432) 756-6050 with your account details and the job or invoice in question. We aim to respond to all billing inquiries within a few business days.