Refunds & Cancellation

1. The free plan

There is nothing to cancel and nothing to refund. The free plan takes no payment details, does not expire, and is the plan a new workspace lands on by default. You can stop using it, delete your sites, or delete the workspace at any time.

2. Cancelling a paid plan

Cancelling means exactly one thing: the subscription will not renew. It does not end your access on the day you press it.

• Every entitlement — your URL allowance, sites, seats, integrations and history window — continues unchanged until the end of the period you have already paid for.
• There is no mid-cycle termination and no pro-rata refund of the current period.
• You may reverse a cancellation at any point before the period ends, and nothing will have changed.
• At the end of the period the workspace is locked rather than moved to the free plan. Locked means your data is kept and readable subject to the retention window your plan provided, and nothing new can be started — no scans, no schedules, no CI runs.
• Subscribing again unlocks the workspace with its data intact.

3. Downgrading

A downgrade is deferred to the end of the current billing period, for the same reason there is no mid-cycle termination: you have paid for the higher tier through that period and it would be wrong to take it away part-way through. The new plan, and its limits, apply from the next period.

Upgrades are immediate. The larger allowance and the additional features are available as soon as the upgrade is processed.

Note what a downgrade means for retention: history older than the new plan’s window stops being visible once the change takes effect. Export anything you need first — any completed scan renders as a PDF, and every list exports to CSV.

4. Refunds

We do not offer refunds. Once a plan is purchased, it runs for the full period you paid for and the payment for that period is final. This applies whether you cancel on the first day or the last, and whether or not you used the allowance the plan gave you.

Nothing is taken away when you cancel. You keep every entitlement — the URL allowance, the sites, the seats, the integrations, the history window — until the period you have paid for ends. That is what the payment bought, and it is honoured in full. What we do not do is return the money and end the period early.

The same applies to a downgrade: it takes effect at the end of the current period rather than refunding the difference part-way through, for the same reason.

Two things that are not refunds

• A billing error is corrected, not refunded. A duplicate charge, a charge taken after a cancellation had already taken effect, or a charge at the wrong amount is our mistake and we will put it right in full as soon as we confirm it. That is a correction of something that should never have been charged, and this policy does not stand in its way.
• Your statutory rights are unaffected. Where the consumer law of your country gives you a right to cancel a distance contract within a cooling-off period, that right exists in law and nothing on this page removes it.

If you think your case is different

Write to us. Email support@pixyscan.com with the workspace name and the charge in question and a person will read it. The answer will usually be the policy above — but we would rather hear from you and say so than have you assume there is nobody to ask. If we do agree to return a payment, it goes back to the original payment method, and the timing after that is your bank’s: typically five to ten working days.

5. URL credits

• The monthly allowance included in a plan is not separately refundable. It is part of the plan’s price, resets with each cycle and does not roll over.
• Purchased add-on credit is a separate balance with its own one-year expiry. It is not refundable, spent or unspent. It stays on the balance and remains usable until it expires.
• Credit granted by support carries no monetary value and is never refundable.
• Credits spent on a scan that failed through a fault on our side are returned to the balance they came from. Credits spent on a scan that failed because the target site was unreachable, slow or refused the crawl are not — the crawl was attempted, which is what the credit pays for.

6. Failed payments

If a renewal payment fails we will notify the account owner by email and retry. Access continues during that period. If it remains unpaid after we have given notice, the workspace is locked in the same way as at the end of a cancelled subscription — data retained, nothing new started — until payment succeeds.

7. Enterprise agreements

Enterprise plans are priced and contracted individually. Where a signed agreement sets different cancellation, refund or notice terms, that agreement prevails over this page for those matters.

8. How to cancel or ask

Cancel from Settings → Plan & billing inside the workspace. The screen states the date the current period ends and what happens then before you confirm.

Cancelling does not require you to contact anyone, and nothing on this page is a reason to delay it — the period you have paid for runs to its end either way.

For anything this page does not cover, or if you believe your case is one of the exceptions in section 4, email support@pixyscan.com with the workspace name and the charge in question. We aim to respond within two working days.

This policy sits alongside our Terms of Service, which govern billing generally. The contracting entity is Kiara TechX LLP.