Refunds and cancellation

Cancelling

An owner of the organisation cancels in the app at any time: Billing, then “Cancel subscription”. One optional question, which you may skip; no call or e-mail is needed. The plan then ends at the close of the period that is paid (or at the end of the trial), does not renew and is not charged again; monitoring runs until that day, and the owners get an e-mail with the date. Until then, “Keep my plan” on the same page undoes it. The free trial that starts in the app, without a card, needs no cancelling: when it ends without a paid plan, the organisation moves to the Free plan (the terms, “Plans, prices and the trial”, say what stays monitored).

Yearly plans

A yearly plan renews by itself. About 30 days before it renews, the owners get an e-mail with the date, the amount and how to stop it.

After a plan ends

Monitoring stops. Your sites, checks and history are kept for 60 days so you can come back; the owners get an e-mail 14 days and again 3 days before the data is deleted. An organisation that was on the Free plan before goes back to it instead: one site stays monitored, the others pause, and nothing is deleted. A copy of the data can be downloaded from the “Your data” page at any time. Invoices are kept as Romanian accounting law requires.

Refunds

A paid period is not refunded when you cancel; you keep the service until its end. The exception is an individual who withdraws within 14 days (below): every payment of that subscription is refunded in full. We also refund when we charged by mistake or when the service could not be provided through our fault. Refunds go back to the original payment method through our payment provider, and each refund gets a credit note that cancels the invoice it refunds.

The 14-day withdrawal (individuals)

If you buy as an individual, for yourself and outside any trade or profession, you can withdraw from the contract within 14 days without giving a reason. The 14 days start on the day of the first payment of a subscription; the free trial does not start them. They end at the end of the fourteenth day after that day, Romanian time. A business has no right of withdrawal; it cancels as above.

How to withdraw: an owner of the organisation presses “Withdraw from contract here” on the Billing page, then “Confirm withdrawal”. Or send us any clear statement before the 14 days end: the model form below, an e-mail to the contact address in the imprint, or a support request with the topic “Withdraw from the contract”. It is enough that you send it in time. We confirm it by e-mail without delay.

What happens then: the subscription ends at once, is not charged again and monitoring stops. We refund every payment of that subscription in full, including the days you already used (after an earlier withdrawal: see below), within 14 days of receiving your withdrawal, to the payment method you used and at no cost to you. A credit note cancels the invoice. Your data is kept as after any plan that ends (above), and you can download a copy.

After an earlier withdrawal. If you withdrew from a plan in the last 12 months, a new plan starts only when you ask us to start the service at once and confirm that you know this: if you withdraw from that plan within its 14 days, we refund what you paid minus the part of the period already provided until you told us (Art. 14(3) of Directive 2011/83/EU). The first withdrawal is always refunded in full.

Model withdrawal form

You may use this form, but you do not have to: any clear statement is enough. Copy it into an e-mail to the contact address in the imprint or into a support request.

This is the model form of Annex I(B) to Directive 2011/83/EU on consumer rights (in Romania, Government Emergency Ordinance 34/2014).