Refund & Cancellation Policy

1. Refund eligibility depends on:
   • the time elapsed since the purchase, upgrade, or renewal, and
   • the percentage of the survey quota used during the relevant billing period.
2. The Platform incurs real, non-recoverable costs when surveys are generated. As a result, refunds are limited once a significant portion of a plan's usage has been consumed.
3. Payment processing fees (including, but not limited to, Stripe fees) are non-refundable.

   Any refund issued will always be calculated as the refundable amount minus payment processing fees.

4. Refunds are never guaranteed and are only granted when all applicable conditions in this policy are met.
5. The Free plan is not eligible for refunds, as it is offered at no cost.

1. Paid plans include Starter, Pro, and Advanced, available on a monthly or annual basis.
2. Add-ons (including Qualitative Analysis, Extra Questions, and Extended History) are billed separately and may be added or removed independently.
3. Add-ons follow the same refund rules as the plan to which they are attached, unless explicitly stated otherwise.

Add-ons and Refund Calculations

• If an add-on is purchased on the same date as the plan, the refund (if applicable) is calculated proportionally across both the plan and the add-on.
• If an add-on is purchased after the plan, the refund (if applicable) is calculated separately for the plan and for the add-on, and then combined.

3.1 First Monthly Purchase (from Free plan)

Refund requests may be considered if all of the following conditions are met:

• The request is made within 30 days of the initial purchase.
• 60% or less of the monthly survey quota has been used.
• The refundable amount is calculated as:
  • the monthly plan price,
  • minus the proportional cost of days already used during the billing cycle,
  • minus payment processing fees.
• Applicable add-ons are included under the same refund logic.

Outcome:

Account is cancelled and reverted to the Free plan.

Downgrades to other paid plans are only available at the end of the billing period and are not refundable.

3.2 Upgrade from an Active Monthly Plan

Refund requests may be considered if all of the following conditions are met:

• The request is made within 10 days of the upgrade.
• 51% or less of the monthly survey quota has been used.
• The refundable amount is calculated as:
  • the upgraded plan price,
  • minus the proportional cost of days already used during the billing cycle,
  • minus payment processing fees.
• Applicable add-ons are included.

Outcome:

Account is downgraded back to the previously active paid plan.

Further downgrades are only available at the end of the billing period and are not refundable.

3.3 Renewed Monthly Plans (Second Renewal and Beyond)

From the third monthly payment onward, refund requests may be considered if all of the following conditions are met:

• The request is made within the first 5 days of the renewal.
• 30% or less of the monthly survey quota has been used.
• The refundable amount is calculated as:
  • the monthly plan price,
  • minus the proportional cost of days already used during the billing cycle,
  • minus payment processing fees.
• Applicable add-ons are included.

Outcome:

Account is cancelled and reverted to the Free plan.

Downgrades to other paid plans are only available at the end of the billing period and are not refundable.

3.4 When a Monthly Refund Does Not Apply

If a refund does not qualify under any of the scenarios above, users may still:

• schedule a downgrade, or
• schedule a cancellation

to take effect at the next billing date, directly from the Subscription section of the Platform.

Annual plans include a discounted price compared to monthly plans and are subject to specific refund conditions.

4.1 First Annual Purchase (from Free plan)

Refund requests may be considered if the request is made within 30 days of the initial annual purchase.

Refund calculation depends on usage during the first month:

• If 60% or less of the monthly survey quota has been used:
  • Refund includes:
    • the full value of the 11 unused months, plus
    • the proportional value of the current month based on days used,
    • minus payment processing fees.
• If more than 60% of the monthly survey quota has been used:
  • Refund includes:
    • the full value of the 11 unused months only.
  • The current month is charged in full.

Applicable add-ons are included.

Outcome:

Account is cancelled and reverted to the Free plan.

4.2 Upgrade from a Monthly Plan to an Annual Plan

Refund requests may be considered if the request is made within 30 days of the upgrade.

Refund calculation follows the same usage thresholds described in Section 4.1.

Possible outcomes (user choice):

• downgrade to a monthly plan,
• downgrade to a different annual plan,
• cancellation and reversion to the Free plan.

4.3 Upgrade from an Active Annual Plan

Refunds apply only to the price difference between the original annual plan and the upgraded annual plan.

Refund calculation:

• If 51% or less of the monthly survey quota has been used in the first month:
  • Refund includes:
    • the full value of the 11 unused months of the price difference, plus
    • the proportional value of the current month based on days used,
    • minus payment processing fees.
• If more than 51% has been used:
  • Refund includes:
    • the full value of the 11 unused months of the price difference only.

Applicable add-ons follow the same differential logic.

Outcome:

Account is downgraded back to the previous annual plan.

4.4 Annual Renewal

Refund requests for renewed annual plans may be considered if the request is made within the first 30 days of the renewal.

Refund calculation follows the same logic described in Section 4.1.

Possible outcomes (user choice):

• downgrade to a monthly plan,
• downgrade to a different annual plan,
• cancellation and reversion to the Free plan.

1. Refunds are processed using the original payment method whenever possible.
2. The Platform reserves the right to deny refunds that do not meet the conditions described in this policy.
3. Abuse of refund mechanisms, excessive usage followed by refund requests, or attempts to circumvent usage limits may result in account restrictions or termination.
4. This policy may be updated from time to time. The version in effect at the time of purchase applies.

To request a refund under this policy, please use our dedicated Billing Support form.

Submit a Billing Support Request