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Refund Policy

Last revised: 2026-06-07

Summary

  • 7-day money-back window for new subscriptions. If you have not run a detection on your account within 7 days of the original subscription charge, you may request a full refund of that charge.
  • Any usage ends the window. Once any detection has been performed on the account, the period is non-refundable, even if the 7-day window has not yet closed.
  • After 7 days, periods are final. Renewals and any period in which the 7-day window has closed are non-refundable.
  • Prepaid credits are refundable on issues. PAYG balance, API top-ups, and word-pack credits are refundable on service errors, duplicate charges, or other concrete operational issues. Routine "I changed my mind" refunds do not apply to consumed credits.
  • Cancel any time. Cancellation is self-service from your billing dashboard. Access continues through the end of the current billing period and your card is not charged again.
  • Statutory rights apply. EU, UK, EEA, Swiss, and Australian consumer protections are honoured in full. See sections 4 and 8.

1. Cancelling a subscription

Subscriptions can be cancelled at any time from your billing dashboard or by emailing [email protected] from the address on your account. Cancellation takes effect immediately for future periods. The current period continues to run until its end date, after which the account reverts to the free tier.

No charge is made for any period that begins after the cancellation date. There is no penalty, lock-in, or cancellation fee.

2. The 7-day money-back window

A new subscription charge is fully refundable if all of the following are true at the time we receive your request:

  1. The request is made within seven (7) calendar days of the original charge that began the subscription.
  2. No detection has been performed on the account since the charge.
  3. No detection has been performed under any team seat, API key, or sub-user associated with the account since the charge.

Cache hits, API errors, and rate-limited requests are not counted as usage. Only a completed detection (a verdict written to your detection history) consumes the window.

The 7-day window applies to the first charge of a new subscription only — it does not reopen on each renewal. Renewal charges are not eligible for the 7-day money-back refund.

3. When a charge is not refundable

A charge is not refundable once any of the following has occurred:

  • A detection has been run from the dashboard or via the API.
  • A deep scan or plagiarism scan has been run.
  • A document has been processed in bulk upload.
  • An export (PDF, JSON, CSV) of detection results has been generated.
  • The 7-day money-back window has closed.
  • The charge is a renewal of an existing subscription.

This applies equally to monthly and annual plans. We do not provide pro-rata refunds for the unused remainder of a period after these conditions have been met; you keep access for the remainder of the period under standard cancellation handling.

4. EU, UK, EEA, and Swiss consumers

Consumers in the European Union, United Kingdom, European Economic Area, Iceland, Liechtenstein, Norway, and Switzerland have a fourteen (14) day statutory right of withdrawal from a distance contract under Directive 2011/83/EU and equivalent national law. This right can be exercised by emailing [email protected] within fourteen days of the contract date.

Where you ask us to begin supplying the service before the fourteen-day period ends (which occurs as soon as you run any detection), Article 16(m) of the Directive applies: you lose the right of withdrawal for the portion of the service we have already supplied. The 7-day money-back window described above is offered in addition to this statutory right, and is stricter; consumers in the listed jurisdictions may rely on whichever protection is more favourable to them in the circumstances.

5. Prepaid credits — PAYG, API balance, word packs

Prepaid balances and one-time word-pack purchases are not subject to the 7-day money-back window. They are refundable on the following bases:

  • Service issues. If a credit was consumed by a detection that failed, returned a server error, or produced an unusable result for reasons attributable to us, the affected credits will be returned to your balance or refunded to your original payment method on request.
  • Duplicate or accidental charges. Charges made twice, or made after a successful cancellation, will be refunded in full.
  • Unauthorised payment. If you believe your card was used without authorisation, please contact us and your card issuer at the earliest opportunity.

Credits already consumed by successful detections are not refundable — you received the service that was paid for. Unused prepaid balances are non-refundable once consumed but can be reclaimed during the service-issue process above.

6. Refunds we issue outside this policy

  • Service outages on an Enterprise SLA. Where the service is degraded for an extended period, service credits apply per the Service Level Agreement.
  • Material reduction in scope. If we materially reduce the features included in your plan during a paid period without thirty days' notice, you may request a pro-rata refund for the remainder of the period.

7. Refunds we do not issue

  • Subscription charges where any detection was performed in the 7-day window.
  • Subscription charges requested more than 7 days after the original charge.
  • Renewal charges on an existing subscription.
  • Credits already consumed by completed detections.
  • Accounts terminated for breach of the Acceptable Use Policy or Terms of Service.
  • Payment-processor fees passed to us when a chargeback is filed without first contacting billing support.

8. 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.

9. How to request a refund

  1. Email [email protected] from the address registered on your account.
  2. Include the invoice or charge ID, the plan or purchase the request relates to, and a brief description of the reason. For prepaid-credit issue refunds, include the affected detection IDs or timestamps where possible.
  3. We respond within two business days. Approved refunds are returned to the original payment method and typically settle within five to ten business days, depending on the issuing bank.

10. Chargebacks

Please contact billing support before filing a chargeback. Most disputes are resolved within one business day by email. A chargeback filed without prior contact may result in account suspension while the dispute is open and may make the account ineligible for future goodwill refunds.

11. Changes to this policy

We may revise this policy from time to time. Revisions apply to refund requests submitted after the effective date shown above. Earlier requests are evaluated under the policy in force on the date of the original charge.

12. Contact

Billing questions and refund requests: [email protected]. General support: [email protected].