Refunds: how to ask about a charge
To ask about a Phrazl charge or a refund, email support@phrazl.com with the amount, the date and the destination of the trip. Every message sent there lands in the support desk, and this page sets out what to put in yours so nobody has to write back asking which purchase you mean.
Where a charge question goes
You bought a trip pack, or you think you did, and something about the charge needs a human. Whatever the question is, it starts in one place: an email to support@phrazl.com, which lands in the support desk.
The useful thing you can do before you write is get the details straight, because a charge is easiest to find when you name the amount, the date and the trip it belongs to. Phrazl sells one-time purchases, so the amount on your statement usually tells you which purchase you are asking about.
How to ask about a charge
- Match the amount to a pack
The free preview costs nothing. A trip pack is £6.99 once. The full bundle is £16.99 once. A trip pack bought after a first one carries £3 off, so it comes to £3.99. If your charge is one of those figures, you know which purchase you are asking about.
- Open your account screen
The account screen lists the trip packs on your account. Read it before you write, so your message and your account agree about what you own. There is a separate help page on that screen if you want the detail.
- Write from the address you sign in with
Phrazl signs you in with an email address and a password. Send your message from that same address if you can, so the purchase and the person asking about it can be tied together without a round trip.
- Put the facts in the message
Name the amount, the date of the charge, the destination of the trip and which pack you believe you bought. Phrazl's published facts set out no refund policy, so say plainly in one line what you are asking for and why. Card payments run through Stripe, and the record kept against your purchase is the checkout session and payment intent id, the amount and the status, so quoting the amount and date is enough to find it.
- Send it to support@phrazl.com
That is the address for charge questions. Keep the thread rather than starting a new one, so any later reply stays attached to what you first wrote.
If it did not go through, or you are not sure it did
Same route. Email support@phrazl.com and describe what you saw, including the amount and the date on your card statement and the email address on your Phrazl account.
If you sent a message from an address that is not on your account, send it again from the account address and mention the first attempt, so the two can be read together. If you are not sure what you bought at all, check the account screen first and quote what it shows you, even if what it shows you is nothing.
And if your question is not about money, for example you want to know why a pack covers the phrases it covers, there are help pages for that side of the product rather than the support desk.
Questions
Will I get a refund?
Email support@phrazl.com with the amount, the date of the charge and the destination of the trip, and say in one line what you are asking for. That is the route for a refund question, and the support desk picks it up from there.
Where do I send a refund question?
support@phrazl.com. Messages to that address land in the support desk.
Do I have a subscription to cancel?
No. The trip pack is £6.99 once and the full bundle is £16.99 once, so there is nothing recurring to stop. The free preview costs nothing.
I was charged £3.99 and I expected £6.99. Why?
A trip pack bought after a previous one carries £3 off your next destination, which brings it to £3.99.
How do I check what I paid for?
Your account screen lists the trip packs you own. There is a help page on reading that screen.
What should I put in the email?
The amount, the date of the charge, the destination of the trip, which pack you think you bought, and one line saying what you are asking for. Send it from the email address you sign in with.
Does Phrazl hold my card details?
Card payments are taken by Stripe. What Phrazl keeps against a purchase is the Stripe checkout session and payment intent ids, the amount and the status for that trip pack.