Refund and Cancellation Policy

Every diagnostic tool is free. This policy covers the paid plans (Pro and MSP): how the trial works, how to cancel, and when we refund. It is part of our Terms of Service.

14-day free trial

• Pro and MSP come with a 14-day free trial. Starting it needs a payment card, but nothing is charged during the trial.
• Each organization gets one trial, ever (Pro or MSP, not both). Signing up through a referral link makes it 30 days.
• We email you 3 days before the trial ends. Cancel before the end and you are never charged.
• If you don’t cancel, the plan you chose starts when the trial ends and the card is charged then.

Cancel any time

• Cancel from Plans → Manage billing, which opens Stripe’s billing portal. No email or call needed.
• Cancelling stops the next renewal. You keep the paid plan until the end of the period you already paid for, then the organization moves to Free. Your data stays, within Free’s limits and history window.
• We don’t refund the unused part of a monthly or yearly period when you cancel, except as below or where the law requires it.
• Plan changes in the billing portal are prorated by Stripe, which shows the amount before you confirm.

Refunds for billing errors

We refund in full when the mistake is ours or the billing system’s, for example:

• you were charged twice for the same period;
• you were charged after you cancelled, or after a trial you cancelled in time;
• you were charged a different amount from the price shown when you subscribed.

Tell us through the contact form within 60 days of the charge, with your account email and the date and amount. Refunds go back to the original payment method; your bank may take 5–10 business days to show them.

If we end your service

If we close your account without cause, stop offering ProbeKit, or remove a paid feature and you cancel because of it, we refund the unused part of what you prepaid. We don’t refund accounts closed for breaking the Acceptable Use Policy.

Before a chargeback

Please email us first. Most billing problems are fixed within a day, and a chargeback pauses the account while the bank looks into it.