Cancellation and Refund Policy

1.The short version

• Cancelling takes effect at the end of the period you have already paid for. It never takes effect immediately, and it never removes access you have paid for.
• There is no charge for cancelling, and no cancellation fee.
• Crawls you have already started are not returned to you when you cancel. See the allowances section below — this is the one people are most often surprised by.
• Your sites, crawl history, reports and artifacts stay in your account after a cancellation. Cancelling is not a deletion request.
• Refunds are not automatic. Where one is due — a duplicate charge, a payment we could not deliver, or a statutory right you exercise — we issue it; otherwise ask and we will look at it properly.

Everything below is the detail behind those five lines. If the two disagree, the detail wins, and telling us it does is worth doing.

2.How to cancel

There are two routes and both are self-service; neither requires an email, a phone call, or a conversation with anyone.

• From the product: the billing section has a cancel action. It takes one click and a confirmation.
• From the billing portal: the billing page links to Stripe’s hosted portal, where the same cancellation sits alongside your card details, invoices and receipts.

Only the owner of a workspace may change what that workspace pays for. If a colleague’s card is on file and they are not the owner, their cancel will be refused rather than silently applied — which is a deliberate protection against one member ending a subscription the organization is still using.

You can undo a cancellation for as long as the period is still running. Resuming restores the renewal schedule and you are charged as before; it does not create a new period early, and it does not refund the cancelled renewal because none was taken.

3.What cancelling does, and does not do

Cancellation sets the subscription to stop renewing at the end of the current period. That is the whole mechanism, and it is worth being precise about what follows from it:

• The subscription remains active until the end of the period. Every paid capability stays available until then — sites, crawls, automated remedies and white-label reports alike.
• No further payment is attempted after the period ends. There is no partial period, no prorated charge, and no charge at all for the cancellation itself.
• At the end of the period the workspace moves to the Free plan. It does not move back to whatever plan it was on before — that history is not something we reconstruct, because a customer who once bought Agency, cancelled, and returned a year later should get what they pay for now rather than what they bought then.
• If an operator has set your workspace plan by hand, ending the subscription will not change it. The subscription is not what governs that workspace’s plan, so it does not get to revoke it either.

Your data is untouched by any of this. Sites you connected, crawl runs, Search Console verifications, reports and exported artifacts are retained exactly as they were. If you want them removed as well, that is a deletion request under the Privacy Policy, and it is a separate thing you have to ask for.

4.Crawl allowances after cancelling

Crawl allowances are lifetime totals for the workspace, not a monthly allowance that resets. This is stated on the pricing page and in the Terms of Service, and it is repeated here because cancellation is the moment people ask about it.

• Cancelling does not return crawls you have started. They have been spent, and re-running the service cannot un-spend them.
• Subscribing again starts with a fresh allowance at the tier you subscribe to. The original allowance is not carried over and stacked on top.
• Any allowance from a higher tier is not prorated, credited forward, or paid out on the way down. The allowance belongs to the plan you were on, and it ends with it.

The reasoning behind the lifetime model is that a crawler cannot undo what it already found, so a crawl only earns its cost after you have acted on the previous one. A monthly allowance would have billed people for the privilege of re-discovering the same waste.

5.Failed and late payments

A renewal that fails is not a cancellation. We do not treat an expired card as a decision to leave, because it usually is not one.

• Your access continues while the payment is being retried. Losing a capability you have paid for because a card expired mid-month would be a punishment for the wrong problem.
• The payment processor retries over the following weeks and most of those attempts succeed on their own.
• You will see the failure in the product and in the billing portal, and you can update the card there. Fixing it stops the retries and the subscription continues as normal.
• Only when the retries are exhausted does the subscription end. At that point the workspace returns to the Free plan by exactly the rule above — downgraded to Free, not restored to a prior tier.

6.When a payment is refunded

There is no automatic refund on cancellation, and no money-back guarantee attached to a plan. Cancelling prevents a future charge; it does not claw one back, because the period you cancelled within is a period you used.

A refund is issued in these cases:

• A payment was taken twice for one subscription, or a charge was taken for something that was never delivered.
• A charge was taken in error — wrong workspace, wrong card, or a purchase you did not make and reported promptly.
• We could not deliver what you paid for, including a failure we caused that made the plan unusable.
• You exercise a statutory cooling-off right. If you are a consumer in the EEA or the UK, you generally have 14 days from purchase to withdraw, and where you have asked us to start delivering immediately, you owe us for what was supplied in that time. Nothing on this page reduces a right the law gives you.
• We discontinue the service or withdraw a capability you were paying for, and we do not offer an equivalent replacement.

Refunds go back to the original payment method. Your bank or card issuer decides how long it takes to appear — typically several business days — and that delay is theirs, not ours. We will confirm the refund from our side once it is issued.

7.Asking for a refund

Refunds that are not automatic are decided case by case, by a person, on the facts — which is why we do not publish a list of qualifying situations and treat it as a calculator.

Send the request through our contact page. Tell us which charge you are asking about and what happened; we will find the subscription from the email address you write to. You do not need to cite a clause of this policy, and you do not need to justify a request that falls under a statutory right.

We aim to answer a refund request within a few business days. If a request is declined we will say so and say why, rather than leaving you to guess whether it was read.

8.Payment disputes and chargebacks

If you dispute a charge with your bank rather than with us, we would rather you did not — not because we can stop you, but because a chargeback costs us the fee as well as the money, and telling us first usually gets the same outcome without that.

We will still help. Send us the details through the contact page with the date and amount, and we will look at the subscription. Where the charge was wrong we will refund it whether or not a dispute has been opened, and we will ask you to withdraw the dispute once it lands.

9.If you are pausing rather than leaving

Cancelling stops renewals permanently. If the reason you want to stop is a quiet month rather than a decision to leave, say so on the contact page first: an active subscription can be kept in place, or a workspace can be put on an operator-set plan, and either is a better answer than starting over later.

We will not ask you to justify it as a business decision, and we will not treat a pause request as a cancellation.

10.If this policy changes

We may update this page. Material changes will be announced in the product before they take effect, and this policy will never be applied retroactively to a charge already taken.

The version that applies to your subscription is the one in effect on the date the payment was taken. Where that version promised something, it is honoured regardless of what this page says afterwards.

This page is part of the Terms of Service and should be read with them. Where a statutory right in your country conflicts with anything here, the statutory right applies — that is not a concession, it is the floor the rest of this document sits on.