Refund policy

01Request period and eligibility

You can request a refund for unused paid services within 14 days of payment. Requests involving services already used are assessed against actual delivery and failure records. Unlimited plans are reviewed against the subscription period, actual usage and delivery. The free trial incurs no charges. This policy applies to paid orders.

02Computation failures and duplicate charges

If a service failure prevents delivery of results, contact support for replacement credits or request a refund based on subscription usage and delivery. Confirmed duplicate charges will be refunded.

Uploads and format checks before queue entry do not use analysis credits. Data check results and reports of failed validation that are generated after a job enters the queue are also deliverables for that analysis. If you believe delivery involved a failure, provide the order details and project name so that we can investigate.

03Cancelling a subscription

You can cancel automatic renewal through subscription management on your account page. Cancellation takes effect at the end of the current billing period, and remaining credits can still be used within that period. Cancelling renewal and requesting a refund are handled separately. If you need a refund, submit a refund request as well.

04How to request a refund

Email [email protected] with the email address used for payment, order number, reason for the request, and related project name, if applicable. Do not send passwords or full card numbers. We will confirm the outcome of our review by email and explain in the same correspondence if we need more information.

05Receiving a refund

Approved refunds are processed through the original payment channel. The payment provider and card issuer determine when the refund reaches your account. Unused credits or subscription entitlements corresponding to the refund will be adjusted. Consumer rights to refunds under applicable law remain in effect.