Refund Policy

Last updated: 2026-06-07

The short version

Monthly subscription: 14-day money-back guarantee on your first subscription. Email [email protected].
Annual subscription: pro-rata refund if you cancel within 30 days of purchase.
PAYG / API top-ups: unused balance refundable within 14 days of top-up. Consumed credits are not refundable.
EU, UK, EEA, Swiss consumers: 14-day statutory right of withdrawal applies. You can use it instead of our policy.
Australia: nothing here limits your rights under the Australian Consumer Law.

1. Refund matrix

What you bought	When refundable	How much	How long it takes
Pro / Team monthly subscription	Within 14 days of the first charge in your account history	100% of the most recent monthly charge	5–10 business days back to original payment method
Pro / Team annual subscription	Within 30 days of purchase, prorated; after 30 days, non-refundable (cancel-at-period-end available)	Pro-rata for unused months, rounded up	5–10 business days
Enterprise subscription	Per the negotiated order form	Per order form	Per order form
PAYG balance top-up ($10/$50/$100/$500/$1000)	Unused portion refundable within 14 days of top-up	Unused balance only. Once a detection is run, that portion is consumed.	5–10 business days
API-only balance top-up	Same as PAYG	Same as PAYG	5–10 business days
Add-ons (eg, extra seats, priority pool)	14 days from add-on purchase if unused; otherwise pro-rata	100% if unused; pro-rata otherwise	5–10 business days

2. The 14-day money-back guarantee (monthly subs)

If you subscribe to a monthly plan and decide within 14 days it's not for you, email [email protected] from the address on your account and we will refund the most recent charge in full. This guarantee is available once per customer — repeated subscribe-then-refund cycles will be declined as abuse.

3. EU / UK / EEA / Swiss right of withdrawal

If you are a consumer in the EU, UK, EEA, Iceland, Liechtenstein, Norway, or Switzerland, you have a 14-day statutory right of withdrawal from a distance contract under Directive 2011/83/EU (and equivalent national law). You may exercise this right by emailing [email protected] within 14 days of the contract date.

Note on digital content: if you ask us to begin supplying the Service before the 14-day period ends (which is the case as soon as you run a detection), you agree that you lose the right of withdrawal for any portion of the Service we have already supplied. The pro-rata refund still applies to any portion not yet supplied.

You may use this model withdrawal form, but any clear statement of withdrawal addressed to [email protected] works.

4. PAYG & API balances

PAYG and API-only balances are prepaid usage credits. They never expire while your account is active. The unused portion is refundable within 14 days of top-up. Once a detection runs and a credit is deducted, that credit is consumed and not refundable — you received the service you paid for.

Closing your account forfeits any remaining balance unless you request a refund within the 14-day window above.

5. What we will refund outside the policy

Service outages: if the Service is degraded for an extended period on an Enterprise SLA, service credits apply per the SLA.
Charged in error: if you were charged after cancelling, or charged twice, contact us — we will refund the duplicate immediately.
Fraudulent charges: if you believe your card was used without authorisation, contact us and your card issuer.
Material breaking change: if we materially reduce the scope of your plan mid-period without 30 days' notice, you may request a pro-rata refund for the remainder of the period.

6. What we won't refund

Detections you ran (PAYG, API).
Subscription periods that have already elapsed beyond the 14-day / 30-day windows above.
Plans terminated for breach of the AUP or Terms.
Add-ons consumed in full.
Fees passed to us by the payment processor for chargebacks initiated without first contacting us.

7. How to request a refund

Email [email protected] from the address on your account.
Include: account email, the invoice or charge ID, the plan or top-up in question, and a one-line reason (we use it to improve, not gatekeep).
We respond within 2 business days. Approved refunds typically arrive within 5–10 business days on your original payment method.

8. Chargebacks

Please contact us before filing a chargeback. Most disputes can be resolved faster by email. Filing a chargeback without first contacting us may result in account suspension and ineligibility for future refunds while the dispute is open.

9. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. Nothing in this policy limits those rights.

10. Changes

We may update this policy. Changes apply to refund requests made after the effective date. Continued use of the Service after the effective date constitutes acceptance.

11. Contact

Email [email protected].