Payment and billing help

When you are charged

Each report requires a single payment before processing begins. You are charged at the moment Stripe confirms your payment — not when you submit documents or when the report is delivered.

Until payment is confirmed, your uploaded documents are held and no analysis runs. Once payment clears, the report moves into the processing queue automatically.

Payment status labels

The report status label tells you where your review sits in the payment and processing sequence.

• Awaiting payment: documents are uploaded and checkout is ready. No processing has started.
• Queued: payment is confirmed and the report is waiting for the next available processing slot.
• Processing: analysis is actively running. Live stage updates are available from the report.
• Ready: the report completed successfully and is available to view and download.
• Failed: processing stopped due to an error. Contact support with the report ID if this occurs.

Accepted payment methods

ConveyMate uses Stripe for checkout. Available payment methods depend on your device and browser.

• Visa and Mastercard credit and debit cards.
• Apple Pay, where your device and browser are eligible.
• Google Pay and Link, where available in your current browser session.

If payment fails or checkout does not load

Try these steps in order if checkout does not appear or a payment is declined.

• Refresh the page and open checkout again from the same report. Do not create a new report.
• Retry in a fresh browser session without ad blockers or privacy extensions enabled.
• Confirm your browser allows third-party scripts. Some content blockers prevent the Stripe checkout from loading.
• If the problem continues, note the report ID and the time of the failure and contact support.

Duplicate charges and refunds

ConveyMate is designed to prevent duplicate charges if you retry checkout. If you see multiple pending amounts, only one will settle — the others drop off automatically. If a duplicate does settle, contact support and it will be resolved.

A successfully generated report is not refundable for change-of-mind reasons. Each review involves real processing costs that run regardless of the outcome.

A refund is available if the report pipeline fails and no report is delivered, or if the report contains a verified material error — such as fabricated facts or citations — that cannot be corrected within a reasonable time. These refunds are assessed individually and are subject to Australian Consumer Law.

• No refund for a successfully delivered report if you change your mind.
• Refund available if processing fails and the report is not delivered.
• Refund available for verified material AI errors that cannot be corrected.

Payment confirmed but status has not updated

If your bank or card app shows a charge but the report still shows Awaiting payment, give it a minute and refresh the page. Payment confirmation can take a moment to register.

If the status has not updated after several minutes, contact support with your payment timestamp, the report ID, and a description of what you see. Do not start a new report in the meantime.