Refund & Cancellation Policy

This policy explains how cancellations and refunds work for paid Proserra plans and research-credit purchases. All prices and refunds are in Canadian dollars (CAD) and processed through our payment processor, Stripe, to your original payment method. This policy forms part of our Terms & Conditions.

1. Cancelling your subscription

You can cancel at any time from Profile → Manage billing. When you cancel, your plan stays active until the end of the billing period you have already paid for, and you are not charged again. Monthly plans end at the next monthly date; annual plans end at the next annual date. We do not automatically refund the remainder of a period on cancellation, except as described below.

2. 14-day money-back guarantee (new subscriptions)

If you are not satisfied with your first paid subscription, you may request a full refund of that first payment within 14 days of the charge. To keep this guarantee fair to everyone, it does not apply once the account has used more than 2 Area-Research credits (each research run carries a real, non-recoverable processing cost). The guarantee covers the initial subscription payment only — it does not apply to renewals.

3. Renewals and annual plans

Subscription renewals (the automatic charge that begins a new billing period) are non-refundable. Cancelling stops the next renewal but does not refund a renewal that has already been charged. For annual plans, after the 14-day guarantee window your current annual term is non-refundable; cancelling stops the plan from renewing for the following year, and you keep access until your paid year ends.

4. Research-credit top-up packs

Area-Research top-up packs (for example 5, 10, 25 or 50 credits) are a consumable digital product. Because each credit that is used incurs a real processing cost, credits are refundable only while unused:

• Unused credits from a pack are refundable within 14 days of purchase, pro-rated at the pack's per-credit price.
• Used (consumed) credits are non-refundable. A credit is "used" when an Area Research completes successfully.
• After 14 days, top-up purchases are non-refundable. Purchased credits remain valid for 12 months from purchase and are used only after your monthly plan allowance.

Monthly plan credits included with a subscription reset each billing cycle, do not roll over, and have no separate cash value.

5. How to request a refund

Use our contact form — from the email address on your account, if you can — and tell us what you'd like refunded (a subscription or a specific credit pack). We aim to respond within 2 business days. Approved refunds are issued to your original payment method through Stripe and typically appear within 5–10 business days, depending on your bank or card issuer.

6. Chargebacks

If you believe a charge is incorrect, please contact us first — we can almost always resolve it faster than a card dispute. Opening a chargeback for research credits may result in the unused portion of those credits being removed from your account.

7. Exceptions

We may decline a refund where the account has violated our Terms & Conditions (including the Acceptable Use rules), where the request falls outside the windows above, or in cases of evident abuse of the guarantee. Nothing in this policy limits any non-waivable rights you may have under the consumer-protection laws of your province of residence.

8. Contact

Questions about billing, cancellation, or refunds? Send us a message.

See also our Terms & Conditions and Privacy Policy.