Refund & Cancellation Policy

This page says when you can have your money back, how to ask for it, and exactly what happens inside your account when a refund or a cancellation goes through. It describes what our software actually does.

1. Who this applies to

Section 2 is for consumers — people buying outside a trade, business or profession — because EU consumer law gives them rights a business customer does not have. Most of our customers buy as a business, and section 3 is for them. Everything from section 4 onwards describes the mechanics and applies to both.

2. The 14-day right of withdrawal

Directive 2011/83/EU gives a consumer 14 days to withdraw from a distance contract for a digital service, without giving a reason and without penalty.

That right can be given up when supply starts immediately, but only if the consumer expressly asks for it to start and acknowledges that doing so costs them the right. Our checkout does not ask you for that acknowledgement. So we do not treat the right as waived: if you bought as a consumer and tell us within 14 days that you are withdrawing, we refund what you paid.

Any clear statement will do — an email from the address on the account is enough, and there is no form to fill in. The 14 days run from the day of the payment. Write to support@scrape.land.

3. Business customers

The statutory withdrawal right does not cover a purchase made for a business, and our Terms say prepaid balances are non-refundable except where the law requires otherwise. That remains the rule. In practice we would rather keep a customer than a payment: if there was a duplicate charge, a plan bought by mistake and unused, or a failure on our side, write to us and we will look at it. That is our discretion, not your entitlement, and this page does not promise otherwise.

4. How to ask, and how long it takes

Email support@scrape.land from the address on the account and tell us:

• the email address the account uses;
• the date and amount of the payment, or the receipt number;
• whether you are asking as a consumer or as a business.

We aim to answer within five working days. An approved refund goes back to the card or account that paid, through Stripe, which is our payment processor. How long it then takes to appear is the bank's decision and not ours — card refunds typically show up within 5 to 10 business days.

5. What a refund does to your account

A refund is not only a movement at the bank. Our system reacts to it, and this is what it does:

• The refunded amount is removed from your prepaid balance. What the card is refunded includes any tax that was added on top at checkout, so it is converted back to the net amount that was credited before anything is deducted.
• Your balance can never go below zero. If you had already spent the credit, the balance stops at zero and we do not pursue the difference.
• A matching negative entry appears in your billing history, so our ledger and your bank statement tell the same story.
• Requests included with a plan are not taken back by a refund. Only prepaid balance is.

6. Cancelling a subscription

Cancel from your dashboard, under Billing, using Manage subscription — it opens the billing portal Stripe hosts for us. After that:

• The cancellation takes effect at the end of the period you have already paid for. Your plan, its rate and its priority exits keep working until that date.
• There is no partial refund for the remainder of a period you chose to end early, outside the withdrawal right in section 2. You keep the service instead of getting the money back.
• When the period ends, the account moves to the Free plan. Your API keys keep working, at the Free plan's rate limit.
• Nothing in your balance is taken away. Prepaid credit and any included requests carried over from earlier months stay in the account and can still be spent.
• Moving a live subscription between monthly and annual billing is not something we support. Cancel, let the period you paid for run out, then subscribe again on the interval you want.

7. Chargebacks

Please ask us before you ask your bank. A chargeback pulls the money back at the card network, and our system treats it as exactly that: the prepaid credit the payment bought is removed, and the plan it paid for goes with it, from the moment the dispute is opened — which is when the funds leave us, not when the dispute closes. If the dispute is later resolved in our favour and the money comes back, both are restored. A refund we agree to is quicker for you and cheaper for us.

8. Deleting your account

Deleting your account erases it, together with your keys, usage history and payment records. It does not issue a refund, and it cannot be undone. If you want money back, ask for it before you delete.

9. Affiliate commission

If an affiliate referred you, a refund reverses the commission on your purchase as well. Commission earned in one month only becomes payable from the 15th of the next, so most refunds are settled before any money leaves. None of this affects you or delays your refund.

10. Contact

Refund requests go to support@scrape.land. Anything about this policy itself, or about the contract behind it, goes to legal@scrape.land. Company details.