Billing Dispute Policy
Last Modified: May 17, 2026
We want every charge to be clear and correct. If something looks off, please reach out before going to your bank. We resolve most issues within a few business days.
1. Identifying the charge
Charges from us appear on your statement under a descriptor that includes "Start My Protocol" or "Protocol Fitness Tech." If you subscribed via the Apple App Store or Google Play, the charge appears under Apple's or Google's descriptor with "Start My Protocol" in the line item. If you are unsure whether a charge is from us, contact us with the date and amount and we'll help identify it.
2. How to raise a billing dispute
Email contact@startmyprotocol.com with the subject line "Billing Dispute" and include:
- Account details: the name and email on your Start My Protocol account.
- Charge details: the date and amount of the charge.
- Reason: a brief description of why you think the charge is incorrect.
- Supporting information: screenshots or anything else that helps.
3. Our response
We acknowledge your dispute within two business days and aim to resolve it within ten business days. If we need more information or time, we'll let you know. If the charge was in error, we refund to the original payment method. If the charge was correct, we explain why and what options you have.
4. Mobile app store charges
If you subscribed through the Apple App Store or Google Play, Apple or Google processes the payment. We can investigate the issue and advocate on your behalf, but Apple and Google control their own refunds directly. For Apple, start at reportaproblem.apple.com. For Google, see Google Play Help.
5. Chargebacks
Please contact us before initiating a chargeback with your bank or card issuer. Chargebacks are costly and slow for both sides and are rarely necessary if we have the chance to fix the issue directly. Filing a chargeback without contacting us first may result in the account being suspended while the dispute is investigated. If a chargeback is filed in bad faith for a charge later determined to be valid, we reserve the right to recover associated fees and terminate the account.
6. Unauthorized use of your account
If you believe someone has used your account or payment method without your authorization, contact us immediately at contact@startmyprotocol.com so we can secure the account and investigate.
7. Contact
Protocol Fitness Technologies, Inc.
d/b/a Start My Protocol
2261 Market Street, STE 46132
San Francisco, CA 94114
Email: contact@startmyprotocol.com