Refund Policy

01 Try before you pay

The Hydrogen plan is free with no card required, and Carbon and Gold start with a 14-day trial. We encourage every team to connect real data and ask real questions before paying, so a refund is rarely needed.

02 Monthly plans

Monthly plans can be cancelled at any time. Cancellation stops the next renewal, and the workspace keeps paid features until the end of the month already paid. Partial months are not refunded.

03 Yearly plans

• Cancel within 30 days of the first yearly payment for a full refund.
• After 30 days, cancellation stops the next renewal and paid features continue until the end of the paid year.
• If you remove users during a yearly term, the reduction applies from the next renewal.

04 Service problems

If the service is unavailable for more than 0.5% of a month, excluding announced maintenance, workspace administrators can request a credit proportional to the downtime against the next invoice.

05 Billing errors

If you are charged twice, charged for users you removed before renewal, or charged the wrong amount, we will refund the difference in full once confirmed.

06 Add-ons

Additional data source packs and extra WhatsApp message packs are billed monthly and can be removed at any time from the next billing date. Used messages are not refundable.

07 How to request a refund

Send a request through the Data Desk from the workspace administrator's email, with the workspace name and invoice number. Approved refunds are returned to the original payment method within 7 to 10 business days.