Refunds
Last updated
1. The 14-day guarantee
If you pay for a Passcite plan and it is not what you needed, tell us within 14 days of the first charge and the whole amount comes back. No reason is required and none will be asked for. This applies once per account, to the first charge of a paid plan.
The window starts on the date of that first charge, not on the date you signed in or ran a report. A request sent on the 14th day counts.
2. Trials and the free plan
There is no trial period on a paid plan; the 14-day refund above is what a trial would be for, without the card being charged twice. The free plan costs nothing and is not affected by this page.
If we open a plan for you by hand — a trial agreed in conversation, or a plan paid by invoice — nothing is charged until we have agreed it with you, and the 14-day window starts on the first charge.
3. If something we publish damages a client's site
Every change Passcite makes to a site waits for your approval, is created as a draft, and can be withdrawn in one step — those are the safeguards. If they fail and something we published breaks a client's site, the billing period in which it happened is refunded in full, as money and not as an account credit, and we will tell you rather than wait to be asked.
Today Passcite produces the report and the list of changes; publishing for you is being built and nothing is written to a site yet. This section is here now so that it is already true on the day that changes.
4. If Passcite is down
If a fault on our side stops you running reports for more than three days in a row within one billing period, that period is refunded on request. Outages at the AI engines the reports query, or at your CMS, are outside this — the report records which engine answered and which did not.
5. After 14 days
Payments after the 14-day window are not refunded, except as described in §3 and §4 or where the law where you live requires it. In plain terms:
- You can cancel at any time. Your plan stays open until the end of the period you have paid for, and no further charge is taken.
- Cancelling part-way through a month does not refund the rest of that month, and unused client-site capacity is not refunded.
- A renewal charge you did not notice is still a renewal charge. Cancel before the renewal date to avoid it; we will remind you of the date on request.
- If a plan is closed because these terms or the Terms were broken, no refund is issued.
6. How to ask, and how the money comes back
Email hello@passcite.com from the address on your account. Refunds go back the way the payment came: to the original card through Dodo Payments, which processes our payments, or, for a plan paid by invoice, by the same route you paid us. Expect the money within 10 business days of our reply; card networks sometimes take a few days more to show it.
7. Disputes with your bank
If a charge looks wrong, write to us before opening a dispute with your bank or card issuer. Anything inside the 14-day window is refunded without argument, and most other questions are settled in one email. A chargeback opened without contacting us first may lead to the plan being closed while it is resolved.
8. Your rights
Nothing on this page reduces a right you have as a consumer under the law of the country you live in. Where that law requires a refund this page does not describe, the law applies.
9. Changes to this policy
If this page changes, the date at the top changes. A change that affects a paying customer is told to them directly before it takes effect, and the policy in force on the date you were charged is the one that applies to that charge.