Billing and refunds

14-day money-back guarantee

If you are not satisfied, email us within 14 days of your first payment for a plan (monthly or annual) or of a credit purchase, and we will refund it in full. We may decline a request that follows clear abuse of the guarantee — for example repeated purchase-and-refund cycles — and nothing here limits the rights you have by law.

Subscriptions

• Plans renew automatically each month or year. You can cancel any time from Account → Billing; you keep access until the end of the period you paid for.
• After the 14 days, we do not refund part-used periods or a renewal that has already taken effect, except where the law requires it. Cancel before the renewal date to avoid being charged again.

One-off analyses and credit packs

• Credits grant analyses at the moment payment is confirmed. Purchased credits never expire. Within the 14-day guarantee a purchase is refunded in full; afterwards credits are not refundable, but they stay on your account until you use them.
• If an analysis fails because of a fault on our side, tell us and we will restore it to your monthly allowance or credit balance.

Your statutory rights

If you are a consumer in the EU/UK, you may have a legal right to withdraw from a distance contract within 14 days. Because the Service starts immediately, by choosing to start using it during that period you ask us to begin the service straight away and acknowledge that you may lose the right to withdraw once it has been fully performed, and that a proportionate amount may be deducted if you withdraw after starting. Nothing in this policy limits rights that cannot be limited by law.

How to ask

Email [support email] from your account email with the date and amount of the payment. Refunds go back to the original payment method, normally within 5–10 business days. If a payment is disputed with your bank first, we may suspend the account while it is resolved.

See also the Terms of Service and the pricing page.