Refund Policy

Effective November 5, 2026

In short

If no check has run with a payment, you can get a full refund within 30 days of paying. Once a check has shown your results, the payment is final, except when we made an error we can't fix, a problem on our side kept your results from you, or you were charged twice.

You get a full refund when

• No check has run yet. If no check has run with a payment, ask within 30 days of paying. Deleting the application or using Start over doesn't change this.
• A problem on our side kept you from your results. If a check was counted but your results didn't arrive, or arrived with figures missing, and trying again didn't fix it, we refund that payment.
• We made an error we can't fix. See "Errors in your results" below.
• Premium's extras didn't work. If Premium's lender package or SBA forms wouldn't open for you, and we can't fix them, we refund what you paid for them: the upgrade, or, if you bought Premium outright, the difference between Premium and Plus.
• You were charged twice. If you're charged more than once for the same purchase, we refund each extra charge.

Here, "our side" means LoanPrep or a provider we use.

Checks that can't run

A check that can't run at all, say because a document couldn't be read, isn't counted, and your plan still covers it when you try again. Once your documents have been sent to be read, this holds for the first two checks on each plan that stop; after that, a check that stops counts as one of your plan's checks.

Errors in your results

If your results have a material calculation or document-processing error caused by LoanPrep, email us at support@loanprep.app. We'll look into it and, when the error is ours, correct it and give you a check to run again at no charge. If we can't reasonably correct a material error caused by LoanPrep, we'll refund the purchase it affected.

A lender or adviser seeing your finances differently, a lender's own requirements or decision, or a mistake in what you entered or uploaded doesn't, by itself, qualify for a refund.

We don't refund

• A payment once a check has run with it and shown your results, except as described above. That includes when you disagree with your grade, or a lender decides differently. Your results are estimates, as section 1 of our Terms of Use explains.
• Re-checks you didn't use, once a check on that plan has shown your results, or Premium's re-checks once their 30 days are up.
• An upgrade from Plus to Premium once Premium's extras have opened for you, unless they didn't work and we can't fix them.
• Checks left on a plan after you delete its application or use Start over, once a check has run with that plan.

When Premium's 30 days start

Premium's three re-checks can be used within 30 days of buying Premium. If you upgrade from Plus, the two re-checks the upgrade adds can be used within 30 days of upgrading, and Plus's own re-check doesn't run out. Your results show the last day.

How to ask for a refund

Email support@loanprep.app from the email you sign in with, and tell us the date and amount of the charge. Never send your card number; we don't need it.

We reply with a decision or next steps within 2 business days. Once we approve a refund, we send it within 5 business days. It goes back to the card you paid with, through Stripe, and most banks show it within 5 to 10 business days after that. You get the full amount back, and we cover Stripe's fee.

Once a payment is refunded in full, any checks left on it end, and so do the Premium extras it paid for. Results you already have stay.

Your payment records

We keep a short record of each payment: its Stripe payment id, what you bought, the amount and date, how many checks it ran, whether it was refunded or disputed, and which version of our Terms of Use was in effect when you paid. If you delete the application or use Start over, the record stays for 2 years after the payment, so we can still handle a refund or a question about the charge. It holds none of your documents, figures or answers. Deleting your account deletes it.

If you dispute a charge

If something's wrong with a charge, please email us first, because it's usually the fastest way to fix it. If you dispute a charge with your bank instead, the checks and Premium extras that payment paid for stop while the dispute is open, and come back if it's settled in our favor.

Your rights

Nothing in this policy limits any refund or other rights you have under the law.

Changes to this policy

We may change this policy. The version in effect when you paid applies to that payment.

Contact

Studio OS LLC, 30 N Gould St Ste N, Sheridan, WY 82801, support@loanprep.app