1.At a glance
The detail is below, but this table is the answer for almost every case.
| What you bought | What happens |
|---|---|
| Monthly subscription | Cancel any time. Access runs to the end of the paid month. No partial-month refund. |
| Annual subscription | Full refund within 14 days of the first purchase. After that, cancel to stop renewal. |
| AI credits — unused | Refundable within 30 days of purchase, less any already spent. |
| AI credits — spent | Not refundable. The underlying work has been performed and paid for. |
| Billed in error | Refunded in full, whenever you spot it. |
| Extended outage | Pro-rated credit for the affected period, applied automatically. |
2.Cancelling a subscription
You can cancel at any time from billing settings inside the product, or by writing to [email protected]. There is no cancellation fee and no notice period.
Cancelling stops the next renewal. It does not end the period you have already paid for: your workspace stays fully available until that period ends, and then moves to read-only so you can still export.
We do not refund the unused part of a monthly subscription, because the month has already been provisioned. Annual plans are covered by the 14-day window in the next section.
3.Subscription refunds
First 14 days, annual plans. If you buy an annual plan and it is not right for you, tell us within 14 days of the first payment and we will refund it in full. This applies to a first purchase, not to a renewal.
Renewals. We email before every renewal. If a renewal charge takes you by surprise and you have not used the service in the new period, write to us within 7 days and we will refund it.
Billing errors. Charged twice, charged after cancelling, or charged the wrong amount — we refund it in full, regardless of how long ago it happened.
4.AI credits
Credits pay for metered work: sourcing searches, generated assessments, assistant queries, screening summaries and similar operations. Each one calls a third-party service that charges us at the moment it runs.
- Unused credits can be refunded within 30 days of purchase. We refund the unused balance at the price you paid.
- Spent credits cannot be refunded, because the work has been done and paid for downstream.
- Credits consumed by a fault of ours — a failed generation, a duplicate charge for one operation, an outage mid-task — are restored to your balance. Report it and we will check the logs.
- Credits do not expire while your account is active.
5.Service interruptions
If the service is unavailable for more than eight consecutive hours in a billing period, we apply a pro-rated credit for the affected time to your next invoice. You do not need to ask. This does not apply to announced maintenance, or to a failure caused by something outside our control such as your own network or a customer-side integration.
6.How to request a refund
Write to [email protected] from the email address on the account, and include:
- The workspace or company name.
- The invoice number or the date and amount of the charge.
- What you would like refunded, and briefly why.
We acknowledge within 2 business days and decide within 10. Approved refunds return to the original payment method through Stripe, and typically appear within 5 to 10 business days depending on your bank. We do not refund to a different card or account.
If we decline, we will say why in writing and point at the clause we relied on. If you think we got it wrong, reply and a second person will review it.
7.Your statutory rights
Nothing in this policy limits rights you hold under consumer law where you live, including any statutory right to cancel a distance contract. Where such a right applies and is more generous than this policy, that right wins. This policy forms part of our Terms of Service.
Questions about this policy
Write to [email protected] and we will respond within 30 days. For anything that needs a conversation, the contact page reaches the same team.