Cancellations and Refunds

Updated 2026-09-14

Free and sandbox access

Free accounts require no card. A checkout labelled sandbox or test uses test money and does not create a real customer charge. Paid plans become available only when live payment setup is enabled.

Subscriptions

When Pro is available, the current offer is US$29 per month for the allowance shown on the pricing page. Checkout confirms the price, tax if applicable, frequency and billing terms before you pay. Pro renews until cancelled. Open Plans & billing → Manage subscription to cancel renewal. Access normally continues through the already-paid period. Closing the account instead removes saved data and requests immediate cancellation.

One-time analysis credits

The current one-time offer is US$5 for one extra analysis credit. Credits are used after the monthly included allowance and do not expire while the account remains open. An accepted run consumes quota or a credit even if it fails or is cancelled. An allowance reset by an administrator is not a refund and does not restore spent credits.

Requesting help or a refund

If a charge appears incorrect, duplicated or unauthorised, or a service failure prevented delivery, use the contact form with the account email and a receipt or transaction reference. Do not send card numbers, passwords or patient data. We review refund requests individually, verify relevant account and payment information, and explain the outcome. Cancellation alone does not automatically issue a refund.

Where consumer law gives you cancellation, withdrawal, refund or other remedies, those rights take priority over this policy. This policy does not state that all payments are non-refundable or waive any statutory cooling-off rights. Provider processing times can affect when an approved refund appears.