Refunds and the 14-day Pro guarantee
Understand the first-payment guarantee, how to request it and the separate rights set out in the Terms.
Billing · 2 min read
Quick steps
- Check the date of your first Pro payment.
- Send your request within 14 days.
- Include your account email and payment reference.
- Read Terms §7 for the full cancellation and refund wording.
The first Pro payment guarantee
Request a refund within 14 days of your first Pro payment and that payment will be refunded in full. The voluntary guarantee applies once per customer, to the first monthly or annual Pro payment. It does not cover renewals, Business or Enterprise.
How to request a refund
Email [email protected] from your account email, or contact support while signed in. Say that you want a refund under the first Pro payment guarantee. Include the payment date and invoice reference if available. Do not send full card details. Request it within the 14-day window; turning renewal off alone does not request a refund.
What happens to your account
A guarantee refund ends Pro access and returns your personal account to Free. Saved work is not deleted, but Free allowances apply and excess monitoring or paid-only tools may pause. Review any client workflow that depends on paid features.
Statutory rights and other refunds
The guarantee is additional to statutory rights. Terms §7.3 also explains the right for a consumer to cancel a new paid subscription within 14 days by emailing a clear cancellation statement. Under those terms, the full payment is refunded within 14 days of receiving the request, to the original payment method. That cancellation right does not cover renewals; service-quality rights remain. Outside the guarantee and that right, discretionary refunds for unused time are not offered, while refunds or remedies required by law or expressly agreed still apply.
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