> For the complete documentation index, see [llms.txt](https://docs.lid.pro/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.lid.pro/buy-on-lid/refunds-and-protection.md).

# Refunds and protection

Refund windows, how to release or dispute a held payment, how a dispute is decided, and who to write to.

Plain answers about your money.

## Refund windows

Every product shows its refund policy before you pay.

* Some sales are final at purchase. The product page tells you this before you buy.
* Some products have a refund window, from 1 to 90 days. During that window your payment is held and protected, and you can dispute it if something is wrong.

## How to ask for your money back

1. Sign in at [lid.pro](https://lid.pro) and open **My purchases**.
2. Find the purchase. While the window is open it shows **Release** and **Dispute**.
3. Select **Dispute** and tell us what went wrong.
4. The payment stays frozen while a person on our team looks at it. We either return the money to you or release it to the seller.

![A held purchase in My purchases on Lid, with View content, View receipt, Release and Dispute, and the note: Your payment is held. Release it to confirm the purchase, or dispute if something went wrong.](https://1004546140-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQKVT6WDKWT4P06WmWa57%2Fuploads%2FW6EdcJZOnIpobrZgofo2%2Fpurchase-release-dispute.png?alt=media)

If everything is fine, select **Release** to pay the seller before the window ends.

{% hint style="info" %}
Dispute before the window closes. The refund window is shown on the product page before you pay.
{% endhint %}

## How services work

Services are being built. When they open, the seller does the work first, and your payment is released only when you accept the delivery. Until you accept, your payment stays protected.

## If something is wrong

1. Reach out to the seller first. Sellers handle most questions directly.
2. If you still need help, write to Lid at <hello@lid.pro>. Include the email you paid with and a link to the product.

{% hint style="info" %}
The official addresses are lid.pro and docs.lid.pro. Check the address bar before you sign in or pay.
{% endhint %}

## Common questions

<details>

<summary>What does "your payment is protected" mean?</summary>

During a refund window, your money is set aside. The seller receives it after the window closes. If you open a dispute first and our team decides in your favor, the money comes back to you.

</details>

<details>

<summary>Can the seller change the refund policy after I buy?</summary>

The policy is locked in when you buy. During the window, a dispute our team decides in your favor returns your money.

</details>

<details>

<summary>The sale was final and I have a problem. What now?</summary>

Reach out to the seller first. If you still need help, write to <hello@lid.pro>.

</details>


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