Overview

📌 Note: This article applies specifically to Cash Line accounts.

If you have a question about a charge or believe there may be an error on your account, there are two ways to get help:

• Billing questions – For general questions about your statement or account activity.
• Billing disputes – For potential errors that require a formal review.

This article explains how each process works and what to expect.

Billing Questions

If you have a question about your statement or account activity, you can contact support for help.

Examples include:

• Questions about your balance or payment due date.
• Clarification on a transaction or draw.
• Help understanding your statement.

In many cases, these questions can be resolved by reviewing your account with a support agent.

Billing Disputes

If you believe there is an error on your statement, you may submit a billing dispute for review.

To protect your rights under federal law:

• Your dispute must be submitted in writing.
• We must receive it within 60 days of the statement where the error appeared.

How to Submit a Billing Dispute

Please send your written dispute to:

Upstart Network, Inc.
P.O. Box 1503
San Carlos, CA 94070

Include the following information:

• Your name and account number.
• The dollar amount of the suspected error.
• A description of the issue and why you believe it is incorrect.

What Happens Next

Once your dispute is received:

• We will send a written acknowledgment within 30 days.
• We will complete our investigation within 90 days.

While your dispute is under review:

• You do not have to pay the disputed amount.
• You are still responsible for the remainder of your balance.

Investigation Outcomes

After the investigation is complete:

• If an error is found:
  • The issue will be corrected.
  • Any related charges or fees will be removed.
• If no error is found:
  • You will receive an explanation of the findings.
  • You will be responsible for any remaining balance and applicable charges.

Refund Requests

If you believe you were charged incorrectly or made a payment by mistake, you may request a refund.

Refund requests may include:

• Payment refunds – Duplicate or incorrect payments
• Subscription refunds – Incorrect or duplicate subscription charges
• Fee refunds – Charges applied in error
• Overpayment refunds – Payments exceeding your balance

How Refunds Are Processed

• Some refunds (such as overpayments) may be processed automatically.
• Other requests require review by our support team.

To request a refund:

1. Review your recent account activity.
2. Contact support with details about the charge.
3. Provide any relevant information to help us review your request.

Processing Time

• Overpayment refunds are automatically processed within 30 days.
• Other refund requests are generally reviewed within 10 business days.

You will receive confirmation once your request has been processed.

Important Notes

• Billing disputes and refund requests are separate processes.
• Submitting a billing dispute may require written documentation.
• Refund eligibility depends on your account activity and applicable policies.

Next Steps

If you have questions about your account or need help with a charge, contact support through your account for assistance.