What if I have questions about charges and payments?

Climeworks uses Stripe to process payments and Chargebee to manage subscriptions, purchases and billing.
If you have any question about payments and charges, please get in touch with us via email at [email protected] and we will assist you right away.

Whether you subscribe or purchase directly online on our self-service portal, or via the Climeworks Pioneers email address and team members, payment details are safely collected, managed and maintained by Stripe.
Climeworks team members will never have access to your payment method in full. Climeworks admin team members can see the payment method type (e.g. credit card, PayPal), the card issuer (e.g. Amex, Mastercard, Visa), the expiry date and the last 4 digits of the card for confirmation purposes.

Climeworks team members will never ask you to share complete payment information over email or phone. Climeworks team members are also not able to include a payment method update link in their emails.
Should you encounter such a situation, please do not provide any information, do not reply to the email, and contact us at [email protected]

Customers can manage their payment methods themselves using the customer portal here. Alternatively and from time to time, Climeworks can send automated payment method update emails from the platform, which contain a one-click button enabling customers to update their payment method, simply and safely. The button in such emails is valid for 5 days from the date and time of sending.

For donations via Terraset, payments are owned by Givelively and their payment provider, donations go to Terraset’s bank accounts. You can find more details directly here.

Surprised about a charge or payment? Please email us at [email protected] and we will look into it and find a solution with you right away.

Specific notice: March 2025
In March 2025, a mistake was made as part of an effort to maintain the health of the system by resolving a significant amount of unpaid invoices, mostly linked to now cancelled and old subscriptions.
While payment method update requests and unpaid invoices reminders had been sent for the few weeks prior, a manual sequence and scope setting error led to collecting payment on remaining unpaid invoices including old ones before voiding all invoices in scope.
The payment collection attempt should have been limited to more recent invoices only, preceded by a specific decision notification or replaced by a ‘void in bulk’ action first.
While this single-time error was limited in scope and behind unpaid invoices, we sincerely apologize for the inconvenience caused. Every customer concerned has been refunded with the corresponding invoices voided whenever this was their request, or can continue to contact us at [email protected] to resolve the matter promptly.
The voiding process of old invoices is now complete and only recent invoices from November 2024 to now can remain unpaid in the system, in case payment method has expired or payment has been declined for another reason.

Should you have any further question on this topic or the Climeworks Pioneers platform in general, please reach out to us using [email protected]

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