Refund policy

1. The rule

Operations, Platform, Institution and Enterprise are subscriptions paid at the start of each monthly or annual billing period, and every payment is final once it has cleared. We do not sell runs, matched items or seats one at a time. A payment opens the workspace for the period, with its sources, reconciliation runs, break queues and audit records, and it is the same whether your team clears ten breaks that month or ten thousand.

By subscribing, the institution asks us to start the service immediately and accepts that any statutory right of withdrawal or cooling-off period ends once the service has begun.

2. Cases we do not refund

• A change in priorities, a core banking migration, a merger, a reorganisation or a budget decision.
• Running few or no reconciliations during a paid period, or not having connected a source yet.
• Breaks that remain open because of data in your own ledger, statements or files, or because a counterparty has not answered.
• Disagreement with a suggested match, an ageing bucket or a routing rule. Every suggestion links to the rows behind it and stays subject to your team's review.
• A file layout from your bank or core system that changed without notice on its side.
• A renewal nobody cancelled in time, or a cancellation made just after a renewal.
• A renewal collected after earlier card attempts failed (section 4).
• Treating a plan as a single purchase. Each plan renews, as the order form, the checkout and the confirmation email state.
• Ordering the wrong plan or billing term.
• A capability that the pricing page and order form do not describe.
• Unused time after cancelling. The workspace stays open until the paid period ends and is not pro-rated.
• Activity by staff or contractors using credentials issued by your institution.

3. The three exceptions

• Duplicate charge. A billing fault on our side collected two payments for the same period.
• Unauthorised charge, evidenced. A card was charged without the cardholder's authority, it is reported within 14 days of the charge, and our records and those of our payment operator confirm it. We may ask for confirmation that the card issuer has been told.
• Complete outage. A confirmed fault on our side made the workspace entirely unusable for a continuous period, it was reported to us while it was happening, and we could not restore it. Slower runs, a single failed import and issues in your own network or systems are excluded.

A refund under these exceptions never exceeds the amount paid for the affected period, is returned to the original payment method only, and is our full liability for that charge. Granting one does not create a right to another.

4. Renewals, retries and cancelling

Plans renew automatically. You cancel in the billing portal linked from your workspace, without notice or a call. Cancelling stops every later renewal at once and keeps the workspace, with all its records, open until the paid period ends. It does not reverse a payment already collected.

When a new period begins, access for the whole of it is in place and its payment is due. If a card is declined, the amount stays due and our payment operator retries it over the following days. A retry collects the same invoice and is not a second charge. Cancelling while retries are under way stops future renewals, but the current period remains payable and is not refunded once collected. To avoid the next period, cancel before the renewal date shown in the billing portal.

5. How to request a refund

Write to [email protected] from the email address on the workspace within 14 days of the charge, with the date, the amount and the exception that applies. Requests from other addresses or after 14 days are not considered, and declined requests are not reopened.

Opening a chargeback instead of writing to us first breaches our terms of service and leads to the workspace being closed permanently.

6. Records we keep

Creating an account means accepting our terms of service, which include this policy and our privacy policy. Before payment, the order form and checkout state the plan, the price, the billing period and automatic renewal, and the confirmation email repeats them.

For each subscription we keep the purchase time, the plan and price shown, the acceptance of the terms, the emails we sent, renewal notices and the workspace activity log (sign-ins, sources connected, runs started, breaks resolved and exports, with technical details recorded alongside). Our payment operator keeps its own record of each transaction, including the card's country of issue, the origin of the payment and the result of bank authentication such as 3D Secure. Unauthorised-charge claims are assessed against these records, and they are provided to the card issuer if a chargeback is opened.

7. Earlier purchases

Payments made before 14 October 2026 stay under the terms in force when they were made. Where an institution signed a separate agreement, that agreement governs the subscription it covers.