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Support and billing help
Most supporter and sponsor billing can be managed through the billing portal, including payment updates, invoice access, and subscription cancellation.
Email support is reserved for billing errors, duplicate charges, sponsor listing problems, technical issues, policy review questions, required reversal questions, or other anomalies.
Email support@cultureup.usWhat to include
Include the email used at checkout, the site involved, the payment or sponsor package if known, and a short description of the issue. Do not send card, bank, tax, or identity documents.
Receipts and refund policy
Payment receipts come from the hosted payment provider. Voluntary support and sponsorship payments are generally non-refundable; duplicate charges, billing errors, failed billing access, and required reversals are handled by email support.
What support cannot do
Support cannot sell editorial influence, change research conclusions, certify identity or ancestry, provide legal advice, or guarantee sponsor traffic, rankings, or article placement.
| Issue | Scope |
|---|---|
| Duplicate charge | Handled by email |
| Payment or subscription status mismatch | Handled by email |
| Sponsor paid but listing did not appear | Handled by email |
| Sponsor logo or URL error | Handled by email |
| Cancellation portal not working | Handled by email |
| Legally required reversal question | Handled by email |
| Sponsor policy dispute | Handled by email |
| Editorial requests from sponsors | Not handled except to decline |
| Requests to change article conclusions | Not handled |
| Requests for identity/legal/ancestry certification | Not handled |
Sponsors and supporters do not receive editorial control, research guarantees, identity certification, ancestry certification, legal advice, or article-placement guarantees.