Refund and cancellation policy

§ 01

1. The model on one page

The subscription is prepaid: you pay three or twelve months in advance, in one payment. That is a commitment, and it is stated as one before payment rather than discovered afterwards.

Two mechanisms bound what that commitment costs you if the product does not suit: a full-refund window of fourteen days after the first payment, and cancellation available at any time in at most two clicks, without contacting anyone. There is no free trial: what you can see before paying is the public demonstration, on labelled sample data.

• Cancellation by you: effective at the end of the period already paid, at no cost and without a reason.
• First payment: full refund on request within fourteen days.
• Billing error or double charge: full refund, always, without delay.
• Service stopped through our own decision: refund pro rata by day of the unused period.
• Unavailability through our own fault for more than seven consecutive days: refund pro rata for the days affected.
• Cancellation by you after the fourteen-day window: no refund of the current period, the service staying available until its end.

§ 02

2. Cancellation by you

• At any time, from your account, in at most two clicks and without contacting anyone. A reason may be asked for; it is never required.
• No cancellation fee and no retention for setup, setup being included in the subscription.
• Default effect: the end of the period already paid. The service stays available until the last day paid for, and renewal is cancelled.
• Immediate cancellation is available: it cuts the service off straight away and opens no refund. The screen restates the end date already paid for before you confirm, otherwise it would be a trap.
• Beyond the fourteen-day window, a period already started is not refunded when cancellation comes from you, subject to the withdrawal regime described in article 4 and to any more favourable mandatory provision.

§ 03

3. The fourteen-day window, and what it really is

Within fourteen days of your first payment you obtain a full refund on request, without justification and without discussion. Once per customer.

A point of honesty, because it is rarely said: Swiss law gives no statutory right of revocation for an online purchase of this kind. The statute lists four canvassing situations (at the workplace or home, in public transport or on the public highway, at a promotional event linked to an excursion, and by telephone or voice communication), and a purchase you make on your own initiative on a website is none of them.

This window is therefore a contractual commitment we make, not a statutory minimum we comply with. The consequence is simple and works in your favour: we have to honour it exactly as written here. A commercial promise that is not kept is a misleading statement, which is graver than a statutory obligation performed badly.

The refund is handled as a deterministic policy, not as a judgement call: within the fourteen-day window, refusal is not an available decision.

§ 04

4. If you are a consumer in the European Union

European Union law gives you a fourteen-day right of withdrawal for a distance contract, which cannot be reduced by contract. It adds to the window in article 3; you get whichever regime is more favourable.

A subscription supplied continuously over three or twelve months is not "fully performed" within fourteen days. As a result: if you expressly requested that the service begin during the withdrawal period and acknowledged that you would lose that right once the service was fully performed, you owe us, if you withdraw, an amount proportionate to what was supplied up to your request, and we refund the rest.

If one of the mandatory pieces of information was not provided, or if you did not expressly request an early start, withdrawal costs you nothing and the refund is full. We write this because it is the rule, and knowing it is what makes it useful.

Withdrawal is exercised by an unambiguous statement, from your account or in writing to support; we acknowledge receipt and refund by the same means of payment, at no cost.

A note on method: the exact classification of a software subscription under these rules, and its transposition in each Member State, are being examined with counsel. Until they are settled, we apply whichever rule is more favourable to the customer.

§ 05

5. Refunds due without a specific request

• Billing error, double charge, charge after cancellation: full refund, without delay and unconditionally.
• Unavailability of the analysis service through our own fault for more than seven consecutive days: refund pro rata by day for the days affected, on request. This is not a numerical availability commitment: it is a factual floor, observable without special instrumentation.
• Withdrawal of a substantial function or reduction of a quota mid-period: you may cancel and obtain a refund of the unused balance of the period.
• No refund that is due is converted into a credit note, a usage credit or an extension of period. On a service that is stopping, a credit note is worth zero.

§ 06

6. If we stop, or if we terminate

• Service shutdown: we give notice before stopping. Thirty days, extended to sixty for the most complete plan.
• The paid and unused period is refunded pro rata by day, in money, within thirty days.
• Termination on our initiative for a reason other than an established fault on your side: the same pro-rata refund rule. Keeping the unused prepayment when the break comes from us would be exactly the clause consumer law sets aside.
• Termination justified by an established fault on your side under the acceptable use policy: the unused part may remain ours, the measure being reasoned, notified and open to challenge.
• An export window of ninety days follows the stop in every case, during which your data stays retrievable in an open format. It is then deleted, backups included, following the chain described in the privacy policy.

§ 07

7. Changing plan and periodicity

• Plan upgrade: immediate. The price difference is computed pro rata by the days remaining in the period and charged straight away, and the current month’s quota rises by the same proportion. Analyses already used stay counted.
• Plan downgrade: effective at the next period, with no charge, no refund of the difference and no clawback of a quota already used.
• Moving from quarterly to annual: immediate, with the remainder of the current quarter credited pro rata against the annual price. That credit is applied to the new price, never refunded in money.
• Moving from annual to quarterly: at renewal only. Mid-period it would be a reduction of commitment requiring a remainder to be refunded; the reminder sent before renewal makes the move practicable at the right moment.
• Changing currency: not possible mid-subscription. It requires a new subscription and cancellation of the old one, and the move is logged.

§ 08

8. Payment incidents and bank disputes

• A declined payment causes no immediate suspension: you are told and given time to put it right. Because each period is paid in advance, a suspension can in any case only happen after a fully paid period has expired.
• We charge no dunning fee.
• If you raise a dispute with your bank, we handle the file with the billing records and the summary you validated before payment. A dispute is not a refund: it follows a separate procedure, with human review.
• The four intangible guarantees (export, revocation, access to your wallets, cancellation) are never suspended while any file is being handled.

§ 09

9. How to ask

From your account, or in writing to support, quoting the invoice concerned. We acknowledge receipt, state a handling time, and refund by the original means of payment. No handling fee is deducted from a refund.

If we refuse a request, the refusal is reasoned in writing and you may challenge it. A refusal without reasons is not a refusal.