Refunds and cancellations
What comes back, and what does not
Candidates never pay, so none of this applies to them. For companies there are two answers and they are both short: credits you have not used come back, and a candidate you have been delivered is not reversed. The reason for the second one is on this page rather than in a clause.
What comes back
Credits held by a role you close
Publishing a role for five people holds five credits against it. If you close the role after two, the other three are returned to your balance immediately. You are never charged for a place a role did not fill.
Work we failed to do
If our analysis of a candidate fails, the place it took is given back and nothing is charged. A model call that broke on our side is our problem, not a deduction from your balance.
Credits you have not spent, if you leave
If you decide to stop using RolePass, write to us and we will refund credits you have bought and not used, less any that have already lapsed. Credits lapse 12 months after they are granted.
What does not
A credit spent on a delivered candidate is not returned. That includes the case people ask about most: you look at somebody we delivered, and decide they are not right after all.
The reason is what the credit paid for. It did not buy a hire, and it did not buy our opinion that somebody is good. It paid for the work of finding, assessing and confirming a named person against the bar you set, and that work is done and cannot be un-done the moment you have their name. If we reversed it, the assessment would be free and the judgement would be yours, and the whole product would be a way to assess unlimited people for nothing and pay only for the ones you happened to like.
The lever you have is the bar, and it is a real one. If people are clearing it who you would not interview, it is too low, and moving it changes what you are charged for from that moment. Nothing below your bar ever costs you anything, however many people we assess looking.
An AI interview is charged when it is planned, and is not returned once the candidate has sat it.
If we got something wrong
This policy is about disagreement over a judgement, not about mistakes. If you were charged twice for the same candidate, charged for a candidate who never cleared your bar, or charged for a role you had closed, that is a fault and we will fix it and return the credit. Write to hello@getrolepass.com with the role and we will look at the ledger, which records every charge with its reason.
Every organisation can see its own ledger in the panel. If our record and yours disagree, we would like to know.
How to ask
Write to hello@getrolepass.com. There is no form. Tell us the organisation and what you want returned, and we will answer within five working days and process anything agreed within ten.
Refunds go back to the method the credits were bought with.