Refunds

If something went wrong

If you believe you are eligible for a refund, email holdthehour@gmail.com with the name used for the claim, the UTC hour, the order or payment reference if you have it, and why you are asking. You can also use the form below. We’ll review the request and reply. Sending it does not refund the payment by itself.

If the listing does not appear

After a paid claim is recorded, the approved name — and the logo, if one was supplied — should appear on that hour’s dial right away, even before the hour is live. If they have still not appeared within 24 hours, email holdthehour@gmail.com or use the form on this page. Sending a request does not refund the payment by itself.

If the listing appears after that, you can keep the hour as it is now shown. If you still ask for a refund and it is approved, that claim is taken off the public dial and out of public history, and any First 365 place awarded for that claim is withdrawn. The number is not reused. A later buyer who already holds the hour stays, at the price they paid.

Claim races

Two people can sometimes try to claim the same hour at nearly the same time. Only one claim can win at the current price. The first claim successfully recorded by Hold the Hour becomes the owner. A successful payment is not, by itself, ownership. If your payment succeeds but your claim loses that race and cannot become the ownership claim, you are eligible for a refund. Any applicable non-refundable payment-processing fees may be deducted. That race refund starts on its own when Hold the Hour can see the result. The success page will not tell a losing buyer that they hold the hour.

Takeovers

If your claim successfully became the owner and was displayed, a later takeover is not normally refundable. You held the hour until someone paid the next takeover price. Takeovers are part of how Hold the Hour works. That is different from losing a claim race.

Processing and timing

Approved refunds are returned to the original payment method. Payment-processing fees that are not returned to Hold the Hour may be deducted where permitted by law. A payment that never collected money does not need a refund. After a refund is initiated, please allow approximately 7–10 business days for it to appear. Your bank, card issuer, or payment processor may affect the exact timing.

See also the rules.