Refund Policy.

1. The free trial

Every new Trace plan starts with a 14-day free trial. A payment card is required to start it and nothing is charged during it. Cancel in Billing before the trial ends and you are never charged. If you do not cancel, the card is charged for the plan you chose when the trial ends. One trial per account.

2. Cancelling

You can cancel at any time in Billing in the app. Cancelling stops the next renewal. Your plan stays active, with its allowances, until the end of the month or year you have paid for, and then ends. We do not refund the unused part of a period when you cancel, for monthly or annual plans, except as set out below.

3. Changing your plan

• Upgrades (a higher total) take effect straight away. Stripe charges the difference for the rest of the current period, pro rata.
• Downgrades (a lower total) take effect at the start of the next period. There is no refund or credit for the current period.
• Changes made during the free trial take effect straight away and nothing is charged until the trial ends.

4. Annual plans

Annual plans are paid in advance for 12 months at the annual price shown on the pricing page. You can cancel at any time to stop the next renewal; the plan stays active until the end of the paid year. The unused part of the year is not refunded, except as set out in sections 5 to 7. We email you before an annual plan renews.

5. The "Trace it or it's free" guarantee

If a leak within the tested envelope cannot be matched to its recipient within 72 hours, that month is refunded and work on that leak continues free until it is matched or closed. The full conditions, what is covered and how to claim are in section 12 of the Terms. In short:

• Claim by email within 30 days of the leak check, with the case id. We reply within 14 days.
• The refund is the plan price for that creator for the billing month of the check (one twelfth of the yearly price on an annual plan; on an agency plan, that creator's share).
• Overage, add-ons and one-off items are not refunded under the guarantee.
• Refunds go back to the original payment method through Stripe.

6. Billing mistakes and our changes

• If we charge you by mistake (for example twice, or after you cancelled), we refund the amount charged in error.
• If we remove a main feature of your paid plan, or close your account when you have done nothing wrong, we refund the unused part of the period you paid for.

7. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If a service has a major failure, you may be entitled to cancel and get a refund for the unused portion, or to compensation for its reduced value. For other failures you may be entitled to have the problem fixed within a reasonable time. Nothing in this policy limits those rights or rights under other laws that cannot be excluded.

8. How to ask for a refund

Email info@creatorsenseai.com with the subject "Refund", your account email and what happened. We reply within 14 days. Approved refunds go back to the original payment method through Stripe; your bank may take 5 to 10 business days to show it. Please contact us before raising a chargeback, so we can fix it quickly. A chargeback on an undisputed charge may lead us to pause the account while it is resolved.

This policy is issued by CreatorSense, a business name of Matt Orchard (sole trader), ABN 65 815 285 275, Sydney NSW, Australia, and forms part of the Terms of Service.

Other legal documents: Privacy Policy · Terms of Service · Acceptable Use Policy · Referral Programme Terms · Data Processing Addendum · Subprocessors · Cookie Policy · Security · Copyright Policy.