Refund & Cancellation Policy
What you can cancel, what you can get back, and how to ask. This policy sits alongside the Terms of Service Refund Policy and does not limit any right you have by law.
Who you bought from
Paid plans and AI credits are sold through Paddle, which acts as the merchant of record. Paddle is the seller for those transactions: it takes the payment, issues the invoice, and handles any tax due. Your purchase is therefore also subject to Paddle's buyer terms and its own refund policy.
We can approve a refund and ask Paddle to process it. We cannot process one ourselves, and we never hold your card details.
Cancelling a subscription
You can cancel at any time from Usage → Manage billing in the app, or by emailing us. No notice period, no cancellation fee, and nobody to talk to first.
Cancelling stops the next payment. It does not end the period you have already paid for: your plan keeps working until that period runs out, and only then does the account return to Free. We do not refund the unused part of a period that is already running, because you keep the use of it.
Your studies, sessions and recordings are not deleted when a subscription ends. If you are over the Free plan's limits you will not be able to create new studies until you are back under them, but nothing you have already collected is removed by the downgrade.
Your statutory right to cancel
If you are a consumer in the EEA, the UK or Norway, you normally have 14 days to withdraw from a distance purchase. Because urTRACE is a digital service that starts immediately, you are asked to agree at checkout that performance begins right away — and once it has, the withdrawal right no longer applies to the part you have used.
Where the right does still apply, it is yours regardless of anything else in this policy. Nothing here removes it.
Refunds we will give
Ask within 14 days of a charge and we will refund it if any of these is true:
- The service did not work as described and we could not fix it for you.
- You were charged twice, or charged after cancelling.
- You bought the wrong thing and have not meaningfully used it.
Outside those cases, and outside 14 days, refunds are at our discretion. We would rather hear about a problem than keep money from someone who is unhappy — ask.
AI credits
AI credits are consumable: an analysis spends them the moment it runs, and spent credits cannot be returned. If we refund a credit pack, the credits it bought are removed from your balance at the same time — in proportion, if the refund is partial.
This can leave a negative balance if the credits were already spent. That is deliberate: it blocks further AI analysis until the balance is topped back up, rather than treating a refunded pack as free usage. Nothing else in the product is affected.
Credits included with a plan each month are part of the plan, not a separate purchase. They expire with the month and are not refundable on their own.
What is not refundable
- The Free plan — there is nothing to refund.
- Periods you have already used in full.
- AI credits you have already spent on completed analyses.
- Accounts closed by us for a breach of the Terms of Service.
How to ask
Email [email protected] or use the contact form. Tell us the account email and roughly when the charge was — you do not need to find an invoice number.
You can also request a refund directly from Paddle at paddle.net, which is the fastest route if you no longer have access to your account.
We aim to answer within two working days. Approved refunds are returned by Paddle to the original payment method, normally within 14 days of approval.
Who operates this service
urTRACE is operated by Thode Media (org. no. 932 710 986), a sole proprietorship (enkeltpersonforetak) registered in Norway, run by Cédric Andrés Thode.