You paid. Something’s off. Let’s fix it.

I paid but I can’t access the database.

This is the most common issue and usually resolves within 60 seconds. Try in this order:

1. Make sure you’re logging in with the same email address you used at checkout.
2. Check your email spam folder for the access link.
3. If you paid within the last 15 minutes, wait 5 minutes for Kit to sync your subscription tag, then refresh the F&I Database page.
4. Still stuck? Email [email protected] with your subscription email + the date you signed up. We’ll manually grant access within a few hours.

I want a refund.

No hassle. Email Manny within 30 days of your original payment and we’ll refund the most recent charge in full — no questions asked, no guilt trip. If it’s past 30 days on a monthly subscription, we’ll refund unused pro-rated time on request. Founding Member Beta subscribers get the same terms.

Refunds process via Stripe within 5-10 business days back to the original payment method.

How do I cancel?

You can cancel any time. Two paths:

1. Self-serve: Reply STOP to any Real Talk email — that pauses new emails but does NOT cancel your subscription. To fully cancel billing, use the link in any Kit receipt email or use the Manage Subscription button in the account emails Kit sends.
2. Email: Send “cancel Founding Member” to [email protected] from the email you subscribed with. We process within 24 hours.

Access continues through the end of your current billing period. Founding Member status is one-way — if you cancel and rejoin later, you re-enter at whatever the going rate is (currently $9/mo, capped at 100 seats).

I think a rating is wrong.

This is exactly what our verification process is built for. Every F&I product rating is sourced from primary-source records (CFPB Consumer Complaint Database, FTC enforcement, state Department of Insurance, BBB, state AG press releases). If you have public-record data that contradicts a rating, we want to see it.

Email [email protected] with the product name + the specific claim you’re disputing + a link to a primary source. If you’re right, we correct the rating publicly on Paper Trail with attribution to you (unless you prefer anonymity).

Corrections are logged forever. That’s the whole product.

I represent a warranty administrator or insurer.

If you believe a rating misrepresents your product, we want to see the primary-source data behind your concern. Send a detailed correction request with source URLs (CFPB / DOI / BBB / FTC / AG / PACER) to [email protected]. We respond within 5 business days.

We do not accept payment, sponsorship, affiliate arrangements, or content-modification requests from warranty administrators, insurers, dealer groups, or any commercial party related to the products we rate. This is the editorial wall. It is a condition of publishing here.

Something else?

Email [email protected]. Manny reads every note. Response within 24 hours. Usually faster.