Refund Policy

1. Refund Policy Overview

We offer refunds under the following conditions:

• Annual Plans: Full refund within 14 days of initial purchase
• Monthly Plans: Generally non-refundable, but exceptions may be made for technical issues or billing errors
• Upgrades/Downgrades: Prorated credits for plan changes, not cash refunds

2. Refund Eligibility

2.1 Annual Subscription Refunds

You are eligible for a full refund if:

• You request a refund within 14 days of your initial annual subscription purchase
• You have not exceeded reasonable usage of the service (e.g., not more than 50% of your monthly analysis quota)
• Your account has not been suspended or terminated for Terms of Service violations

2.2 Monthly Subscription Refunds

Monthly subscriptions are generally non-refundable. However, we may issue refunds in the following cases:

• Technical Issues: If you experienced significant service outages or technical problems that prevented you from using the service
• Billing Errors: If you were charged incorrectly or multiple times due to a system error
• Immediate Cancellation: If you cancel within 48 hours of first subscribing and have not used the service

2.3 Special Circumstances

We understand that special circumstances may arise. If you believe you have a valid reason for a refund that falls outside our standard policy, please contact our support team. We review all requests on a case-by-case basis.

3. How to Request a Refund

To request a refund, follow these steps:

4. Refund Processing Time

4.1 Review Time

We aim to review all refund requests within 2-3 business days. During peak periods, this may extend to 5 business days. You will receive an email notification once your request has been reviewed.

4.2 Processing Time

Once approved, refunds are processed as follows:

• Credit/Debit Cards: 5-10 business days to appear on your statement
• PayPal: 3-5 business days
• Bank Transfers: 7-14 business days

Note: Processing times depend on your payment provider and financial institution. If you haven't received your refund within the expected timeframe, please check with your bank or payment provider first, then contact us if issues persist.

5. Non-Refundable Items

The following are not eligible for refunds:

• Partial Months: No refunds or credits for partial subscription periods
• Unused Analyses: Unused analysis credits do not carry over and are not refundable
• Add-on Services: One-time purchases or additional analysis packs are final sale
• Renewal Charges: Charges for automatic subscription renewals (you can cancel future renewals anytime)
• Violation Terminations: No refunds if your account was terminated for violating our Terms of Service
• Change of Mind: After the eligible refund period, we cannot offer refunds simply for changing your mind

6. Cancellation vs. Refund

Cancellation means you stop future billing but retain access until the end of your current paid period. Refund means you receive money back for a charge already made.

You can cancel your subscription at any time through your account settings without needing to request a refund. Upon cancellation:

• No further charges will be made
• You keep access until the end of your current billing period
• Your data is retained for 90 days in case you want to reactivate
• You can resubscribe at any time

7. Contact Us

If you have questions about our Refund Policy or need to request a refund, please contact us:

Our support team is available Monday-Friday, 9 AM - 6 PM PST. We aim to respond to all inquiries within 24 hours during business days.