# Refunds

> Payments aren't refunded, except when we charge you by mistake. What that covers, and how to ask about a charge.

Payments aren't refunded. That covers:

- build fees;
- monthly fees, including the rest of a month after you cancel or downgrade;
- AI packs.

The exception is our mistake: if we ever charge you by mistake, we refund it in full. We also refund where the law requires it.

## A charge looks wrong?

Email [support@brokerandagent.com](mailto:support@brokerandagent.com) with the invoice and what looks wrong. You'll find every invoice in **Account → Billing**; see [Invoices and your card](https://brokerandagent.com/help/billing/invoices-and-cards).

## Before you pay

- Every plan is month to month, so you're never locked in. See [Downgrade or cancel](https://brokerandagent.com/help/billing/downgrade-or-cancel).
- Your monthly plan doesn't start until your site goes live, and you see a free preview of your site before you pay the build fee. See [Plans and prices](https://brokerandagent.com/help/billing/plans).

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Source: https://brokerandagent.com/help/billing/refunds