Refunds, access, and getting in touch

Refunding a Pass

Inside 24 hours of purchase (self-service). Sign in and visit your account page. The refund button issues a full refund back to your original payment method and revokes Pass access immediately. PayPal-balance refunds usually appear immediately; card-funded refunds may take 3–5 business days to appear on your statement.

Outside the 24-hour window. Email admin@onthepitch.now with your PayPal transaction reference and a brief note on why a refund is appropriate (technical failure, duplicate charge, mistaken purchase). Each request is reviewed individually; the criteria are in Terms §4.

Upgrades. Refunding a Standard Pass → Pro Pass upgrade refunds both the original Standard Pass purchase ($15) and the upgrade ($20) — $35 total — and ends access entirely. The 24-hour self-service window is measured from your original Standard Pass purchase, not from the upgrade time.

What we won’t refund outside 24 hours. Disagreement with model outputs, outcomes that differed from a forecast, editorial choices about what gets published, or subjective dissatisfaction with content quality. The Pass sells access to research; it does not sell correct predictions.

Access problems

I paid but I don’t see Pass content. Refresh the page — the session checks your purchase record on every load, so the new tier should show up immediately after the PayPal redirect lands. If it still isn’t showing after a refresh (or a sign-out and back in), email admin@onthepitch.now with the PayPal transaction reference and we’ll attach the Pass to your account manually.

I can’t sign in. Sign-in is by email magic-link — no password. Enter your email on the sign-in page and we send a one-time link; click it and you’re in. If the email doesn’t arrive within a few minutes, check spam and your provider’s promotions tab. Re-requesting the link is safe; only the most recent link works.

The Pass is on the wrong account. Passes are attached to whichever onthepitch account is signed in at checkout — the email associated with your PayPal account doesn’t change that. If you have two onthepitch accounts (e.g. you signed up with a different email on a different visit) and the Pass landed on the one you don’t want, email admin@onthepitch.now from both addresses with the PayPal transaction reference and we’ll move it.

How long does the Pass last? Access runs through 31 December 2026 regardless of purchase date. One-time payment; no auto-renewal.

Pro data exports. Pro Pass holders get programmatic JSON/CSV endpoints under /data/ and bulk dataset downloads. If an endpoint returns a 401 or 403, check that you’re signed in to the same account that holds the Pro Pass. If it still fails, email support — include the endpoint URL and the timestamp.

Getting in touch

Support email. admin@onthepitch.now — for anything related to a purchase, refund, or account access. Include your PayPal transaction reference where relevant. We aim to respond within 1–2 business days.

Bug reports, feature requests, methodology questions. Use the feedback form (sign-in required). It lands in the same inbox as customer-support email, but the form keeps the conversation tied to your account so we can see your earlier submissions.

See also: Terms of use · Pricing · Methodology · Back to home