Effective July 2026. Questions: support@primerow.app.
If a watch expires and we never sent you an alert for seats meeting your minimum tier, we automatically return your credit. This happens on its own — you don't have to contact us. On web, the expiry email additionally gives you a choice: keep the credit or have the purchase refunded to your card (we absorb the processing fees). Alerts sent only in reduced-fidelity mode do not count against this guarantee.
Cancel a watch from your status link within one hour of buying it, and before any alert has fired, and your credit is returned automatically. After the first hour, or once an alert has fired, the credit is not returned — because an alert fired means the watch was consumed (see the Terms).
Card refunds are processed through Stripe to your original payment method, typically within 5–10 business days depending on your bank. Unused pack credits always remain on your account and can be used later, including in the mobile app when it launches.
If you dispute a charge with your bank, the associated credit is reversed and the newest unused watch is cancelled, mirroring how a refunded purchase is handled. If something went wrong, email us first — the guarantee usually already covers it.