Refund Policy

Every new organisation gets a 14-day free trial of the paid plan it signed up for. You will not be charged during the trial, and you can cancel from your billing settings at any time during it.

Monthly subscriptions renew automatically on the same day each month. You may cancel from your billing settings at any time; cancellation stops the next renewal and your access continues until the end of the current paid month.

Monthly fees already paid are non-refundable — there are no pro-rata refunds for partial months.

Annual subscriptions are billed once at the start of the year. If you cancel an annual plan within 14 days of the first charge or any renewal charge, we will refund the full amount on request, less any one-time setup or data-migration fees that have already been incurred.

After the 14-day window, annual fees are non-refundable, but you keep your access until the end of the paid year and we will not auto-renew.

Upgrading takes effect immediately and is pro-rated for the remainder of the current billing period. Downgrading takes effect at the start of the next billing period; we do not issue refunds or credits for unused capacity on the original plan.

One-time fees — such as paid onboarding, data migration, custom training or implementation services — are non-refundable once work has begun.

If we breach our 99.9% monthly uptime target, you may request a service credit on your next invoice, calculated as a percentage of that month's fee in line with our SLA. Service credits are the sole remedy for outages and are not paid out as cash refunds.

Eligible refund requests should be emailed to [email protected] from the email address of an organisation administrator. We aim to process approved refunds within 10 business days to the original payment method.

Please contact us before raising a card chargeback — most billing issues are faster to resolve directly. Chargebacks raised without first contacting us may result in immediate suspension of the affected account.

We may update this policy from time to time. The version in force when you were last billed governs that billing cycle's refunds.