Refund Policy

01What is billed

An HTTP request costs 1 credit and is billable when the target returned a response, whatever its status code: a 404 or a 503 is still a response that was measured. An automated browser session costs 10 credits and is billable when its page navigation received a response.

Timeouts, connection errors and destinations blocked by our safety checks are never billed. Every reservation, consumption and release appears in the credit ledger under Billing, with the campaign it belongs to.

02Automatic releases

Creating a campaign reserves its maximum cost. As it runs, only billable units are consumed. When it ends, the rest of the reservation returns to your available balance automatically, however it ended:

• Completed. Units that did not run, for example because the duration elapsed first, are released.
• Cancelled, by you or by us. New units stop and the remainder is released. Units already in flight can still finish; they are billed only if billable, and the report lists them separately.
• Failed. If a campaign fails, for example after a worker fault it could not recover from, everything that did not run is released.

Releases need no request. Each one is recorded once, so a retry can never charge or credit you twice.

03Subscriptions

• Plans are billed monthly through our payment provider. Each paid period adds the plan’s included credits to your balance.
• An owner, admin or billing member can cancel at any time under Billing. The plan stays active until the end of the period you have paid for and is not renewed; the organization then returns to the Free plan. Until that date, the cancellation can be undone from the same page. To change plans, cancel the current subscription first.
• Cancelling removes no credits. Included credits already added stay on your balance after the organization returns to Free, and they do not expire.
• Partial periods are not pro-rated, except where the law requires it.
• If a renewal was charged that you did not intend, and none of that period’s included credits have been used, write to us within 7 days for a full refund. The credits that period added are then removed from your balance.

04Credit packs

• Packs are one-time purchases. Their credits are added once the payment provider confirms the payment, and remain on your balance while the account is open.
• A pack can be refunded in full within 14 days of purchase while your available balance still holds all of its credits. Once the balance has fallen below the pack’s size, the pack counts as partly used and is not refundable.
• When a pack is refunded, its credits are removed from your available balance and the ledger shows the adjustment. Credits reserved for a running campaign are not available, so let it finish, or cancel it, before you ask.

05Platform faults

If a fault on our side consumed credits without producing results, we restore the affected credits as a ledger adjustment. Adjustments are made by platform staff, carry a reason you can read in the ledger, and are recorded in the audit log.

06Not refundable

• Credits consumed by billable units, including responses with error status codes.
• Trial credits, which have no cash value.
• Payments and consumed credits connected with campaigns cancelled, or accounts suspended, for breaching the Acceptable Use Policy.

07How to ask

An owner, admin or billing member of the organization can ask. Write to us with the organization name, the payment ID shown under Billing, and a sentence on what happened. Approved refunds go back through the payment provider to the original payment method; how long the money takes to arrive depends on the provider and your bank.