POLICY
Refund & warranty policy
What happens when something goes wrong, and how to ask.
Last updated 8 October 2026
The four cases at a glance
| Case | What we do | When |
|---|---|---|
| Shared tool down for more than 48 hours | Replacement, or a pro-rated refund to the original payment method | Within 7 working days |
| Personal account problem | Replacement first, under the warranty its product page states | The warranty period its product page states |
| Nothing delivered | Full refund | Once 48 hours have passed since payment |
| Change of mind, or a fair-use breach | No refund | — |
Shared tool down for more than 48 hours
Replacement, or a pro-rated refund to the original payment method
Timing Within 7 working days
Personal account problem
Replacement first, under the warranty its product page states
Timing The warranty period its product page states
Nothing delivered
Full refund
Timing Once 48 hours have passed since payment
Change of mind, or a fair-use breach
No refund
Shared tool down for more than 48 hours
A shared tool runs on accounts we manage for several members. If it is down for more than 48 hours, we replace it, or refund the unused part of your plan pro rata, to your original payment method.
Personal account problem
A personal account is yours alone and carries the warranty its product page states, where it states one. If it fails inside that period, we replace it first.
Nothing delivered
If your access has not arrived within 48 hours of payment, you get a full refund.
Change of mind, or a fair-use breach
There is no refund if you change your mind after delivery, or if an account is paused or closed for breaking the fair use policy. Check the tool’s limits on the limits page before you buy.
How to claim
Open a ticket in the member area and include your order id, the tool name and what happened. When to ask:
- Shared tool down: once it has been down for more than 48 hours.
- Personal account problem: any time inside the warranty period its product page states.
- Nothing delivered: once 48 hours have passed since payment.
Refund method and timing
Refunds go back to your original payment method, never to a different account. The timing for each case is the one in the table at the top of this page. If you have not heard from us, reply to your ticket or use the contact page.