Refund Policy

PraySends uses a payment-hold system to protect Customers. Your payment is authorised at the time of your request but is not transferred to the Provider until the video has been delivered and reviewed. This section explains in full when and how refunds apply.

You are entitled to a full refund if the Provider does not submit their video within 3 days (72 hours) of your payment being confirmed.

• The refund is processed automatically — you do not need to request it.
• The authorisation hold on your payment method is cancelled.
• Depending on your bank or card issuer, the funds may take 3–10 business days to reappear in your account.
• PraySends does not charge any fee for this automatic refund.

Once a Provider successfully submits a video within the 3-day deadline, the payment becomes non-refundable. Instead, your feedback is handled through the rating system:

• Positive rating: The Provider receives 90% of the payment amount (10% platform service fee deducted).
• Negative rating: The Provider's payout is reduced according to their cumulative rating history (see Terms of Service, Section 6). The unreleased portion is retained by PraySends and is not returned to the Customer.

Please submit your rating carefully. Ratings cannot be changed after submission.

If you do not submit a rating within 3 days (72 hours) of the video being delivered to you, a positive rating is applied automatically and the Provider receives their payout. No refund is available after this point.

We recommend reviewing videos promptly and downloading them before the 7-day video deletion window closes.

If a submitted video is rejected by our automated content moderation system:

• The Provider is notified and given an opportunity to re-record within the remaining 3-day deadline.
• If the Provider fails to submit an approved video before the deadline expires, the full refund policy in Section 2 applies.

If you believe a charge was made in error or is fraudulent, contact us at support@praysends.com within 30 days of the charge. We will investigate and respond within 5 business days.

Filing a chargeback with your card issuer without first contacting PraySends may result in account suspension. We encourage you to contact us directly as we are often able to resolve issues faster than the chargeback process.

• Automatic refund (Section 2): Initiated immediately upon deadline expiry; 3–10 business days to appear on your statement.
• Manually approved refund: Initiated within 2 business days of approval; 3–10 business days to appear on your statement.

Processing times depend on your bank or card network and are outside PraySends's control.

For refund enquiries: support@praysends.com

Please include your request ID and registered email address in all correspondence.