Refund Policy

All purchases are final

Every payment is final. Once a payment has gone through it is not refunded and not credited back, whatever the reason.

That covers a change of mind, a plan you forgot to cancel before it renewed, a billing period you did not use or used only partly, credits you did not spend, a plan bought by mistake, a plan you upgraded away from, an account you stopped using, and a subscription ended early.

Cancelling a plan stops the next renewal. It does not refund the period you are already in. You keep everything your plan unlocked until the end of that period, and then it stops, and no further charges are made.

Credits are a usage allowance and not money, so an unused balance is not refundable. Unused credits stay in your balance while your account exists, so cancelling does not throw them away.

The only exceptions are the two below. They are narrow, and neither is a route to a refund for a purchase you have simply changed your mind about.

When we got it wrong

If we charge you when we should not have, we will put it right. That means a payment taken twice for the same period, a payment taken after you had already cancelled, a charge for a plan you never received access to, or a charge that is simply wrong.

Write to [email protected] with the date and the amount, and we will check the account and the payment records. The support chat in the dashboard works too. Where the mistake is ours, we refund or credit the amount.

This covers our errors. It is not a refund window, and having second thoughts about a plan is not an error on our side.

Rights the law gives you

Some places give consumers a right to change their mind about an online purchase, and some give a right to a remedy if a service is not provided with reasonable care or does not work as described. Where those rights exist they are yours whatever this policy says, and we do not ask you to give them up.

If you have such a right and you ask us inside the window the law sets, we will honour it. Where the law allows us to take account of what you have already used, we will refund the part of the period you have not used.

If you believe a right you have is not being respected, contact us first. You can also raise it with the consumer authority where you live, or dispute the payment with your card issuer as set out below.

Disputes raised with your bank

A cardholder can always dispute a payment with their bank, and nothing here takes that away. A dispute is decided by the bank under its own rules, not by us.

If you think a charge is wrong, contact us first at [email protected]. It is usually faster, and we can see exactly what happened on the account.

While a dispute is open we may suspend the account, which means the tools stop working until it is settled. We may also give the bank the payment and subscription records for the account.

If the dispute is decided in our favour the payment stands and the suspension is lifted. If it is decided in your favour the bank reverses the payment, and the plan and any credits that came with it may be removed along with it.

Where to ask

Refund questions, billing questions, and anything about a charge can go to [email protected]. Include the date and the amount of the payment so it can be found quickly. The support chat in the dashboard works as well.