Refund policy

1 · Who this policy is for

This policy covers the paid subscriptions to this service. It is part of, and reads together with, the terms of service: the service is sold to organisations, not to consumers, so the statutory right of withdrawal a consumer has when buying at a distance does not apply. The rights set out below are ones we give you by contract, on top of anything mandatory law requires.

2 · Try the whole thing before you pay

Every plan starts with a free trial — the full toolkit, on your own products, for 14 days, with no card and no charge. The trial never turns into a paid subscription by itself, so nothing is billed until you choose a plan and pay. The surest way never to need a refund is to use the trial first: if the tool does not fit, you simply never subscribe, and there is nothing to refund.

3 · The 14-day money-back guarantee

This is the guarantee named on the pricing page, written out. It covers the first payment that starts a subscription — the one that moves you from the free trial to a paid plan. Ask within 14 days of that payment, by any of the routes in section 8, and we return the whole amount to the payment method you used.

• It applies once per organisation, to the payment that begins a subscription — not to the renewals that follow it.
• It applies whether you paid month by month or for a whole year up front.
• You keep the use of the workspace until the refund is made; after it, the subscription ends and the workspace returns to the read-only state a trial leaves behind — nothing you entered is deleted.

4 · Renewals and cancelling

A subscription renews automatically at the end of each billing period — each month on a monthly plan, each year on an annual one — so that your compliance work is never interrupted by a lapse. You can cancel at any time, from the billing screen in the app or by asking us.

• Cancelling stops the next renewal. It does not refund the period you are already in: you keep full access until that period ends, and you are not charged again.
• Because the trial never converts by itself, an automatic charge only ever happens on a subscription you chose to start — never as a surprise when a trial runs out.
• A receipt is sent for every payment, so a renewal is always visible on your statement and in your inbox.

5 · Beyond the 14 days

After the guarantee period we do not, as a rule, refund a subscription for a change of mind — cancel instead, and it simply does not renew. But we would rather keep a fair customer than win a disputed charge, so we will look at a refund, in good faith and case by case, where:

1. you were charged twice for the same period, or charged after you had already cancelled;
2. our error put you on the wrong plan, or billed you for something you never got access to;
3. the service was materially unavailable or failed to work for a sustained period through our fault, and support could not put it right.

Where a refund of a part-used period is the fair outcome, we may refund it in proportion to the time left in that period rather than in full.

6 · What is not refundable

• A change of mind after the 14-day guarantee has passed.
• A renewal you meant to cancel but did not — cancel before the period ends to stop the next charge.
• The free trial and the free Partner plan: nothing was charged, so there is nothing to refund.
• Amounts already refunded, or charges already reversed through your bank.

7 · How refunds are handled — through Paddle

Card payments for this service are taken by Paddle, which acts as the merchant of record: it is the seller of record on your receipt and the party your bank statement shows. When we approve a refund, Paddle returns the money to the same payment method you used — we cannot send it anywhere else.

• A refund is made in the currency you were charged, for the amount you were charged, including any VAT or sales tax Paddle added — the tax comes back with the price.
• How quickly it reaches you depends on your bank or card issuer: usually a few working days, and up to ten in some cases, after we approve it.
• Paddle's own buyer terms apply to the transaction alongside this policy; where a mandatory term of theirs gives you more, that more applies.

8 · How to ask for a refund

Email the contact shown at the top of this page from the address on the account, or write to us from the billing screen inside the app. Tell us which organisation and which payment — the date and amount, or the transaction reference from your Paddle receipt — and whether you want the subscription to end.

We answer refund requests within five working days, and make an approved refund promptly after that.

9 · Chargebacks — talk to us first

If a charge looks wrong, please ask us before asking your bank to reverse it. Nearly every disputed charge turns out to be a renewal that was forgotten or a receipt that was not recognised, and we can usually refund it faster than a chargeback resolves. A chargeback raised without contacting us first may lead us to suspend the account while the payment is investigated, as the terms of service allow.

10 · Changes to this policy

We may update this policy. We will give notice in the service before a material change takes effect, and the version in force on the day you paid is the one that governs that payment.

11 · Governing law and disputes

This policy is governed by the same law, and disputes are heard by the same court, as the terms of service — shown below. Talk to us first: most disputes about a payment are a misunderstanding we can settle in a message.