Quick Reference

Find your scenario below. Full details are in the numbered sections that follow.

Note: Filing a report does not guarantee SNITCH will submit the complaint, nor that any agency will accept or act on it.

Scenario	Outcome	Refundable?
Failed submission due to our error	Full refund	Yes
Rejected due to our procedural error	Full refund or free resubmission	Yes
Duplicate payment	Full refund within 5 business days	Yes
Delayed beyond stated timeframe (our fault)	Partial refund or service credit	Partial
Force majeure — work not yet started	Full refund	Yes
Force majeure — work already in progress	Partial refund or service credit	Partial
Agency requires direct filing only	Partial refund or service credit at our discretion	Discretionary
Submission connected to a private dispute	Partial refund or credit at our discretion	Discretionary
Successful submission	No refund — service is fulfilled	No
Customer provided incorrect information	No refund; one free resubmission if correctable	No
Customer withdraws after intake begins	No refund	No
Agency dismisses or ignores the complaint	No refund	No
Abusive or fraudulent submission	No refund; service may be terminated	No

1. When Refunds Are Issued

A refund or alternative remedy will be offered in the following situations.

1.1 Failed Submission (Company Error)

If SNITCH fails to submit a complaint due to an error on our part, you are entitled to a full refund.

1.2 Submission Rejected Due to Our Procedural Error

If a government agency rejects a complaint because of a procedural mistake made by SNITCH (e.g., incorrect form, missing required attachment), we will offer either a full refund or one free resubmission — your choice.

1.3 Duplicate Payment

Accidental duplicate payments will be refunded in full within 5 business days of confirmation. Contact us at go@joesnitch.com with your order number to report a duplicate charge.

1.4 Submission Delayed Beyond Stated Timeframe

If a submission is delayed past our published processing timeframe due to a failure on our end, a partial refund or service credit may be issued. The amount will reflect the work already completed.

1.5 Force Majeure Events

In the event of an unforeseeable disruption — such as a critical system outage or platform failure — the following defaults apply:

• If no intake work has begun: full refund.
• If intake review or preparation was already underway: partial refund or service credit reflecting work completed.

We will notify affected customers within 3 business days of becoming aware of such an event.

2. Discretionary Situations

The following circumstances do not entitle you to a refund by default, but SNITCH may issue a partial refund or account credit at its sole discretion after reviewing the case.

2.1 Agency Filing Restrictions

Some jurisdictions require complaints to be filed directly by the affected party and will not accept submissions from third-party services. If an agency declines a complaint solely because it was submitted through SNITCH, the service is considered partially performed, as intake review and preparation work will already have been completed.

In these situations, SNITCH may offer a partial refund or service credit. A full refund is not guaranteed. We recommend checking whether your jurisdiction has direct-filing requirements before submitting.

2.2 Submissions Connected to Private Disputes

Submissions primarily connected to a private dispute — including disagreements between property owners, tenants, landlords, family members, or business competitors, or matters subject to active litigation — fall outside the scope of this service. If our intake review determines this to be the case, SNITCH may decline to file the complaint.

Because each submission requires manual intake review and research, payments for declined submissions in these circumstances are not automatically refundable. A partial refund or account credit may be issued at SNITCH's sole discretion.

3. Non-Refundable Circumstances

Refunds will not be issued in the following situations.

3.1 Successful Submission

Once a complaint has been prepared and submitted to the relevant agency, the service is considered fulfilled. No refund will be issued regardless of the agency's response or inaction.

3.2 Customer-Provided Errors

If a submission is rejected because you provided incorrect, incomplete, or misleading information, no refund will be issued. However, if the error is correctable, we will offer one free resubmission within 10 business days of the original submission date.

• Resubmissions beyond 10 business days, or for errors that cannot be corrected, may require a new purchase.
• You will receive a status update on all resubmissions within 3 business days.

3.3 Voluntary Withdrawal After Intake Begins

Intake review typically commences within 1 business day of payment. If you cancel your request after intake has begun, no refund will be issued. To cancel before intake begins, contact us immediately at go@joesnitch.com.

3.4 Agency Discretion

SNITCH does not control and cannot influence how a government agency responds to a complaint. If an agency dismisses, deprioritizes, or takes no action on a filed complaint, that outcome does not entitle you to a refund. The service is the submission, not the result.

3.5 Abuse of Service

Any submission determined to be fraudulent, frivolous, or malicious will void refund eligibility and may result in account termination. For clarity:

• Fraudulent: Knowingly providing false property information, fabricated violations, or misrepresented ownership details.
• Frivolous: Complaints filed with no reasonable basis for a code violation.
• Malicious: Submissions intended to harass a neighboring property owner, tenant, landlord, or business competitor.

4. How to Request a Refund

To request a refund, follow these steps:

1. Contact us — Email go@joesnitch.com within 10 business days of the issue.
2. Provide details — Include your order number, a clear description of the issue, and any relevant supporting documentation.
3. Wait for review — We will review your request and respond within 5–10 business days.
4. Receive your refund — If approved, the refund will be returned to your original payment method unless you request otherwise.

Appeals

If your refund request is denied, you may submit a written appeal within 10 business days of the denial notice. Include any additional context or documentation. Appeals are reviewed by a supervisor and resolved within 10 business days.

Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or card provider. Most issues can be resolved quickly through our refund process. Unexplained chargebacks may affect your ability to use the service in the future.

5. Special Cases & Exceptions

If your situation does not clearly fall within any of the above categories, you may submit an exception request to go@joesnitch.com. Exception requests are reviewed by a supervisor on a case-by-case basis. You will receive a decision within 10 business days of your submission.

6. Policy Updates

SNITCH reserves the right to update this policy at any time. For material changes, we will provide at least 14 days' notice via our website and/or email before the change takes effect. In cases where an update is required for legal or operational reasons, the change may take effect sooner, and we will communicate as promptly as possible. The current version and its revision date will always be posted on our website.

Last revised: March 2025