Refund Policy
Clear rules for trials, cancellations and refunds on every plan.
01Try before you pay
Every plan starts with a 30-day free trial with full access. No payment is taken during the trial, so there is nothing to refund if you decide not to continue.
02Monthly plans
Monthly plans can be cancelled at any time and stop renewing at the end of the current month. Fees for a month already started are not refunded.
03Annual plans
If you cancel an annual plan within 30 days of the first annual payment, we refund the full amount. After 30 days, the plan runs to the end of the paid year and is not renewed.
04Removing users
If you reduce the number of users during a billing period, the new count applies from the next billing period. Unused user time in the current period is not refunded.
05One-time services
Historical data migration and other one-time services are refunded in full if cancelled before work starts. Once work has started, fees for completed work are not refunded.
06Service credits
If monthly availability falls below 99.9% excluding announced maintenance, the account administrator can request a service credit against the next invoice, in proportion to the time the service was unavailable.
07How to request a refund
Use the contact form on this website, choose "Pricing and billing", and include your lab name and invoice number. Approved refunds are paid to the original payment method within 10 business days.