Charged for a run that didn't finish?

The short version

If you were charged credits for a run that failed before giving you a usable result, you shouldn't end up out of pocket. Some actions return your credits automatically; for anything that isn't refunded automatically, email support@caseworth.io and we'll review your account and credit you back.

When credits come back on their own

Several actions are designed to return your credits automatically if the run fails before producing a result — the charge is reversed as part of the failure. In those cases you don't need to do anything; your balance is restored.

Building a case is billed once

A Case Builder session is charged once for the whole case, not per question or per message. Retrying a step, answering more questions, or regenerating the report later ("Update report") does not charge you again on that same case. So if a step failed mid-interview, continuing or retrying it won't cost more credits.

How to request a credit review

If you believe you were charged for a run that didn't complete and your credits weren't restored, email support@caseworth.io with:

• The email address on your account
• Roughly when it happened (date and, if you can, the approximate time)
• What you were doing (which tool or mode, and the case name if it was tied to a case)

We'll look at your account activity, confirm what happened, and credit you back if a charge landed without a usable result.

Avoiding accidental double charges

If a run seems stuck, refresh the page and check your dashboard before resubmitting — the result may already be there. Starting a brand-new case (rather than continuing an existing one) is what begins a new charge; continuing or retrying within the same case does not.