UserInsight
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Legal

Refund policy

UserInsight subscriptions are paid in advance and every payment is final. This page lists the narrow cases in which we return a charge and explains how renewals and cancellation work. In effect from October 14, 2026.

The principle

A UserInsight plan is a monthly or yearly subscription to the platform, in US dollars, with the source connections, seats and analysis limits shown on the pricing page. We do not sell credits or bill per insight. What you pay for is a period of access: your workspace, your connected sources and the analysis behind every churn driver, theme and friction point are available to you in full from the first day of that period. Whether your team opens the dashboard daily or not at all, the period has been delivered.

By subscribing you ask us to start the service at once, and you accept that any statutory right of withdrawal or cooling-off period ends once the service has started.

Reasons that do not qualify

None of the following leads to a full or partial refund:

  • Deciding the platform is not for you, a change of priorities, a reorganisation or a budget cut.
  • Little or no use of the workspace during a paid period.
  • Not having connected your analytics, survey, support or review sources yet.
  • Disagreeing with an insight, a theme grouping or a sentiment score. Analysis depends on the data you connect, and every insight links to the signals behind it so you can judge it yourself.
  • Data quality problems in the sources you connected, or a source that changed its export or API on its side.
  • A renewal you meant to cancel, or a cancellation made just after a renewal.
  • A renewal collected after earlier card attempts failed (see the section on renewals).
  • Assuming a plan was a one-off purchase. Every plan renews, as the pricing page, the checkout and your confirmation email state.
  • Choosing the wrong plan, term or number of seats.
  • Expecting a capability the pricing page does not describe.
  • The remaining days of a period after you cancel. Access lasts to the end of the paid period and is not pro-rated.
  • Activity by colleagues or anyone else using credentials from your organisation.

Renewals and cancellation

Plans renew automatically. You can turn renewal off in your workspace billing settings at any time, without writing to us. Turning it off stops every future charge immediately and leaves your workspace open until the paid period runs out. It does not reverse a payment already taken and is not a refund request.

When a new period starts, access for the whole of it is in place and its payment is due. If your card is declined, the payment stays due and our payment operator retries it over the following days. Those retries belong to the period that has already begun and are not a second charge. Cancelling while they run stops the renewals that come later, but the payment for the current period remains owed and is not refunded once collected. To avoid a renewal, cancel before the date shown in your billing settings.

When a charge is returned

We refund only in these three cases, and only where the records described below support the claim.

  • Charged twice. A billing fault on our side took two payments for the same period.
  • Payment you never authorised. Your card was used without your permission, you report it within 14 days of the charge, and our records together with those of our payment operator confirm it. We may ask you to show that you have also told your card issuer.
  • The platform did not work at all. A confirmed fault on our side made UserInsight completely unusable for a continuous period, you told us while it was happening, and we could not restore it. Slower processing, a delayed sync from one source and issues with your own network or browser are not included.

A granted refund never exceeds what you paid for the affected period, is returned to the original card only, and is our full liability for that charge. It does not create a right to further refunds.

How to raise a claim

Write to [email protected] from the email address on your UserInsight account within 14 days of the charge. Include the date and amount and say which of the three cases applies. Claims from other addresses or after 14 days are not considered, and declined claims are not reopened.

Opening a chargeback without contacting us first is a breach of our terms of service and results in permanent closure of the workspace.

Our records

Creating an account means accepting our terms of service, which include this policy and our privacy policy. The checkout shows the plan, the price, the billing term and automatic renewal before any payment, and the confirmation email repeats them.

For every subscription we keep the time of purchase, the plan and price shown at checkout, your acceptance of the terms, the emails we sent, renewal notices and the workspace activity log (sign-ins, sources connected, reports opened and exports, with the technical details logged alongside). Our payment operator keeps its own record of each transaction, including the card's country, the origin of the payment and the result of bank authentication such as 3D Secure. Claims of unauthorised use are assessed against these records, and if a chargeback is opened we provide them to the bank.

Purchases before this policy

Payments made before October 14, 2026 stay under the terms in force when they were made. Where your organisation signed an order form, that document controls for the subscription it covers.