Refunds, disputes and cancellations

Nothing renews, so there is nothing to cancel

Every purchase on 1in1m is a one-off payment. A spot, an upgrade, a gift — you pay once. We do not sell subscriptions, we do not keep your card for later, and you will never be charged again unless you deliberately buy something else. There is no recurring plan to cancel and no cancellation fee, because there is nothing running.

If what you want is to stop being on the wall, you can delete your account yourself from your account page. That is immediate and irreversible — your photo is destroyed and your number goes back on sale — and it is not a refund request. Ask for the refund first.

Refunds that happen on their own

Two things can go wrong at the moment of purchase, and both refund themselves in full:

• Somebody else got the number first. If a number is claimed in the moment between you paying and us assigning it, the payment is refunded automatically. You do not have to ask, and there is nothing to do at your end.
• You already hold a spot on that wall. One spot per person, per country. If a purchase would give you a second one, it is refunded in full — sign in and you will find the one you already have.

The same applies to any failure on our side: if we take a payment and cannot deliver what it was for, we refund it rather than keep it. If even that fails, it is flagged for a person, because somebody who has paid for nothing needs a person to fix it.

Changed your mind: 14 days

Within 14 days of buying, ask and we will refund you in full. You do not need to give a reason. This covers the number and any upgrade bought with it.

After 14 days, ask anyway. We are a small company and we would rather hear from you than not — if something has gone wrong, or the site did not do what you thought it would, tell us and we will look at it properly.

What a refund does. Your spot goes back on the wall, your photo is deleted immediately, and the number becomes available to somebody else. It cannot be undone, and buying the same number back later is not guaranteed — anybody may have taken it in the meantime.

What we do not refund

• A spot taken back for breaking the rules. If a photo or a page breaks the terms and we remove the spot, the payment is not refunded.
• An unclaimed gift. Set out in full below, because it is the case people are most likely to be surprised by.
• A free spot. A number that was given away rather than bought has no payment to return, and no cash alternative.

Gifts

When you buy somebody a number, we take that number off sale and email them a link to claim it. They have 30 days.

While it is unclaimed we chase it: you hear from us on days 10, 15, 20, 25 and 30. At any point in that window you can point the gift at somebody else, or keep the number yourself. If nobody has claimed it after 30 days, the number goes back on sale and the payment is not refunded. You get a month, five reminders and a way to redirect it — but if none of that is acted on, the gift has still been paid for. If that happens and none of those emails reached you, write to support@1in1m.com and we will look at it.

Before it is claimed, the gift is yours and you can ask for a refund like any other purchase. Once it is claimed, the spot belongs to the person you gave it to. You cannot take it back, edit it, or have it refunded.

How to ask, and how long it takes

• Email support@1in1m.com from the address you bought with, and include your spot number.
• We reply within 3 business days, usually sooner, and tell you what we are doing.
• Refunds go back to the card you paid with. We cannot send them anywhere else.
• Your bank then takes its own time — normally five to ten business days before it shows up.

Disputes and chargebacks

If you do not recognise a charge, or something has gone wrong, please email us before you contact your bank. We can almost always fix it the same week, and a bank dispute takes weeks and helps neither of us.

Charges from us appear on your statement as Rabid Turtle Productions, LLC or 1in1m. If a purchase was genuinely not made by you, tell us straight away — we will refund it and secure the account.

If a dispute is raised with your bank, we respond with the record of the purchase: what was bought, when, from which address, and whether it was delivered. While a charge is disputed, or after it has been reversed, the spot it paid for is released back to the wall and the photo is deleted, because the payment for it no longer stands. Repeatedly disputing charges that were genuinely made will end in the account being closed.

Charged twice

If you see two charges for one thing, tell us and we will refund the duplicate. You do not need to prove anything — we can see it from our side.