Billing Dispute Policy
Last Modified: May 5, 2026
If you believe a charge from Protocol Fitness Technologies, Inc. ("Protocol," "we," "us"), operating under the brand Start My Protocol, is incorrect, this policy describes how to raise and resolve the dispute. Please contact us first — most billing issues can be resolved within a few business days without going through your card issuer.
1. When to contact us
Contact us as soon as you notice the issue. Examples that warrant a dispute:
- A duplicate charge.
- A charge after a confirmed cancellation.
- A charge for an amount different from the SOW or invoice.
- A charge you do not recognize.
2. How to raise a dispute
Send an email to build@startmyprotocol.com from the email address on your engagement record. Include:
- Your project or company name.
- The charge date, amount, and last four digits of the card or bank used.
- A short description of why you believe the charge is incorrect.
- Any supporting documentation (invoice, screenshot, prior correspondence).
3. Our response
We aim to acknowledge disputes within two (2) business days and provide a substantive response within five (5) business days. If the issue requires more investigation we will tell you and give an updated timeline.
4. Resolution
If we agree the charge was incorrect, we will refund or credit the disputed amount per our Refund Policy. Approved refunds are issued to the original payment method and typically appear within 5–10 business days.
If we determine the charge was correct, we will explain why with reference to the signed MSA / SOW and any related correspondence. You may escalate the matter under Section 6 below.
5. Chargebacks
We strongly prefer that you raise the dispute with us first. Initiating a chargeback with your card issuer or bank before contacting us may result in:
- Suspension of work and access while the chargeback is investigated.
- Recovery of fees, processing costs, and reasonable administrative time spent responding to the chargeback if the dispute is resolved in our favor.
Where a chargeback is filed in good faith after we have failed to respond, we will not penalize you. The intent of this section is to discourage chargebacks as a substitute for direct communication.
6. Escalation
If you are not satisfied with our response, you may escalate by writing to the address below marked Attn: Billing Disputes. We will treat the matter as a formal complaint and respond within fifteen (15) business days. Disputes that cannot be resolved through this process are governed by the dispute-resolution and governing-law provisions of our Terms & Conditions.
7. Contact
Protocol Fitness Technologies, Inc.
d/b/a Start My Protocol
Attn: Billing Disputes
2261 Market Street, STE 46132
San Francisco, CA 94114
Email: build@startmyprotocol.com
Phone: (650) 761-7360