Refund policy

In short

Payments are final. We refund only in the three cases set out under "The only exceptions" below. Before paying anything you can run a one-time sample audit on your own website and see real output, so you know what the paid plans produce. You can cancel at any time from the billing settings in a few clicks.

Payments are final

Every Monetisation plan is a monthly or yearly subscription for access to the software, with the limits and features listed on the pricing page. We do not sell usage credits and do not charge per audit. You pay for access to the Service for a period, and that access is granted in full when the period starts, whether or not you use it.

The Service is delivered as described on the pricing page. Every plan is paid, and the one-time sample audit lets you see the interface and the kind of opportunities, estimates and methods a full audit contains before you pay. If you no longer want the Service, you can cancel at any moment and no further renewal is charged.

When you subscribe you ask us to start providing the Service immediately and you confirm that you lose any statutory right of withdrawal once it has started, as explained in the section on EU consumers below.

What is never refunded

None of the following is a reason for a full or partial refund:

• changing your mind, or no longer needing the Service;
• not using the Service, or using less of it than you expected, during a paid period;
• a renewal charged after one or more failed attempts, because the new period had started and your access for it was already granted;
• believing a plan was a one-off payment, when every plan is shown as a recurring subscription on the pricing page, at checkout, in the confirmation email and in your account;
• forgetting to cancel before a renewal date, or cancelling just after one;
• disagreeing with an estimate, an opportunity or an experiment verdict, or an experiment that ends with a loss or not enough data. Estimates are ranges with a stated method and are never a guarantee of results;
• a pricing or business change you decided to make, and its outcome;
• a connected source you could not connect, or data in it that was incomplete, because of your credentials, permissions or the source itself;
• a feature that is not described on the pricing page, or that works differently from what you assumed;
• choosing the wrong plan, billing period or number of seats;
• the rest of a period after cancelling. Access runs to the end of the paid period and is never pro-rated;
• use of your account by someone else, including where you shared your login.

The only exceptions

We refund only where one of the following applies, where it is supported by the records described below, and only up to the amount of the affected charge.

Duplicate charge

You were charged twice for the same period because of a fault in our billing.

Proved unauthorised charge

Someone used your card without your authority, you report it within 14 days of the charge, and our records and those of our payment operator confirm it. A claim alone is not enough, because the evidence decides it. We may ask you to confirm that you reported the misuse to your card issuer.

Total failure of service

A confirmed fault on our side made the Service entirely unusable for a continuous period, you reported it to us at the time, and we could not fix it. Partial slowdowns, delays in an audit, problems with a connected source, and problems with your own device, browser or network do not count.

Where we grant a refund, it is our only and entire liability for that charge, is limited to what you actually paid for the affected period, and goes back to the original payment method. One refund does not create a right to another.

How to request one

Email [email protected] within 14 days of the charge, from the email address on your account, with the invoice number and a short description of which exception applies. Requests sent later, or without the invoice number, are not considered.

We review requests in the order we receive them and reply by email. Monetisation is a self-service product, so this can take some days. We do not continue correspondence about requests that do not meet one of the exceptions.

Opening a chargeback instead of using this process is a breach of our terms of service and leads to immediate and permanent closure of the account.

Renewals, failed payments and cancelling

You can cancel at any time in the billing settings, without contacting us. Cancelling stops all future renewals at once and you keep access until the end of the period you have paid for. Cancelling is not a refund request.

Your subscription renews automatically until you cancel. When a new period starts, access for that whole period is granted and payment for it is due. If the charge fails, the amount is still due and the payment is retried over the following days. These retries are for one unpaid invoice, not a second charge. Cancelling after a period has started stops later renewals but does not cancel the payment for the current period, including when it is collected some days after the renewal date. Your access continues to the end of that period.

To avoid a renewal, cancel before the renewal date shown in your billing settings.

What you agreed to and the records we keep

When you create an account you accept our terms of service, including this refund policy, and our privacy policy. Before any payment, the checkout shows the plan, the price, the billing period and the fact that it renews automatically, and the same details are repeated in the confirmation email and in your account.

For every subscription we keep, and can produce when needed, the date and time of purchase, the plan and price shown at checkout, your acceptance of the terms, the confirmation email, renewal notices and a log of account activity, such as sign-ins, sources connected, audits run and experiments started, with the technical details recorded alongside them. Our payment operator keeps its own record of each transaction, including the result of bank authentication such as 3D Secure.

These records are what we assess a claim against. If a chargeback is opened, we submit them to your card issuer.

EU consumers and the right of withdrawal

Monetisation is built for businesses. If you are a consumer in the European Union, you normally have a 14 day right of withdrawal from a contract made online. By subscribing, you expressly request that we start providing the Service immediately and acknowledge that you lose the right of withdrawal once the Service has started, which is when your account gets access to the paid plan. The checkout asks for this request and acknowledgement before payment.

Contact

Refund requests and questions about this policy go to [email protected].