Refund and cancellation policy

Cancelling

• You can cancel your plan at any time, from your billing settings or by writing to us.
• You keep access until the end of the period you have already paid for. The plan then stops renewing and no further payment is taken.
• We do not refund the rest of a period you cancel part way through, except as set out below.
• Cancel during the 14 day free trial and you are not charged at all.

Your credits

Monthly plan credits roll over while you stay subscribed. Credits you buy in packs do not expire while your account is open. After you cancel, every remaining credit stays usable for 12 months. After those 12 months they expire. Credits have no cash value.

When we refund money

• First charge, nothing used: if you ask within 14 days of your first charge (your first monthly payment, or your first credit pack) and no report has been run on your account since that charge, we refund that charge in full.
• Charged in error: a duplicate payment, or a payment taken after you had cancelled, is refunded in full.
• Where the law of your country gives you a further right to a refund, that right applies too. Nothing here takes it away.

When we refund credits

• Failed runs: if a report or a research job fails, its credits are returned to your balance automatically.
• A report that falls short: if you believe a report is materially wrong or incomplete in a way the grades and stated gaps do not explain, tell us. We review it, and where it falls short we return credits or rerun the research.

How refunds are paid

Money is refunded to the payment method you used, through Dodo Payments, our merchant of record. We confirm a decision within five business days of your request; the money usually reaches you within 5 to 10 business days after that, depending on your bank.

Before a chargeback

Please write to us first. We can usually resolve a billing problem faster than a card dispute can.