Unauthorized Charges, Minors & Acting for Someone Else

If you don't recognize a MindCrate charge

First, two quick checks that resolve most cases:

2. Your household: charges on a shared card often trace to a partner or child who took the test with their own email.

If neither explains it, report it to us in this chat with the charge amount, currency, date, and the card's last 4 digits (or PayPal). Genuinely unauthorized charges are one of the four situations our refund policy explicitly covers, and they're reviewed by a human — you will not just be read a policy.

While it's reviewed, we'll help make sure nothing further can be billed. If your card was stolen and your bank has blocked it, no further charges can go through on that card — but we'll still close the subscription itself so nothing follows you to a replacement card.

If your child signed up

Our Terms of Service require users to be 18 or older (or have verified parental consent). If a minor used your payment method without your consent:

1. Tell us in this chat that the account holder is a minor, with their age and the charge details.
2. We'll cancel the subscription and route the charge for unauthorized-charge review — minor-consent cases are handled by a human, every time.

Acting for someone who can't act for themselves

If you hold Power of Attorney, are a legal guardian, or are caring for an account holder who is hospitalized or unable to manage their account (for example, due to dementia):

1. Say so in this chat, and include the account holder's name and the email on the payment receipt if you have it.
2. Be ready to provide supporting documentation (such as the POA document) — a human teammate handles verification.

We can't discuss or change an account for an unverified third party — that protects every customer, including the person you're helping — but a verified caregiver request is a real path, not a dead end.

About bank disputes

You always have the right to dispute a charge with your bank. If the situation is genuinely unauthorized, though, reporting it to us first is usually faster — we can cancel, investigate, and refund eligible cases directly.