Draft — review with qualified counsel before publishing. This document states PubSentry's intended refund and cancellation terms in plain language so a lawyer can turn it into binding policy. It is not legal advice and is not the final agreement. Bracketed placeholders must be completed, and the refund window and consumer-law carve-outs confirmed for your jurisdiction, before this page goes live.
This Refund & Cancellation Policy explains how billing changes, cancellations, and refunds work for the PubSentry service operated by [LEGAL ENTITY NAME] ("PubSentry," "we," "us"). It supplements, and should be read together with, our Terms of Service. Where this policy and the Terms differ on a billing point, this policy controls.
Effective date: [EFFECTIVE DATE] Provider: [LEGAL ENTITY NAME], [REGISTERED ADDRESS] — billing questions to [DPO/CONTACT EMAIL]. Governing law: [GOVERNING JURISDICTION].
How PubSentry billing is structured
PubSentry sells subscriptions, not one-time licences. Understanding three facts makes the rest of this policy straightforward:
- Every account starts on the free plan — a 500-lifetime-pageview allowance, not a time-limited trial. There is nothing to pay and nothing to cancel on the free plan.
- Paid plans (Starter, Growth, Scale, and Enterprise) differ only by volume — pageview allowance, number of sites, and history-retention window. All detection features are on every plan; only the Enterprise contractual set (SSO, SOC 2 / DPA, data-residency, SLA, priority support) is feature-gated, under a separate agreement.
- Billing runs through DodoPayments, our merchant of record. Checkout, the customer portal, and the card itself live with DodoPayments — we never receive or store your card details, so all card-level actions happen through them.
Free plan
The free plan carries no charge. When you exhaust the 500-pageview allowance, the data screens in the dashboard are paywalled until you purchase a paid plan; billing and account screens stay reachable so you can upgrade. Because no money changes hands on the free plan, there is nothing to refund and no cancellation step — you may simply stop using the Service or delete your account at any time.
Cancelling a paid plan
You can cancel a paid subscription at any time, yourself, through the billing portal (reachable from the dashboard's Billing screen, which opens the DodoPayments customer portal). No email, phone call, or support ticket is required.
When you cancel:
- Future renewals stop. You will not be charged again for that subscription.
- Access continues to the end of the period you have already paid for. Cancellation is effective at the end of the current billing period, not immediately — you keep your paid plan's volume limits until that date.
- At period end you revert to the free plan, with its 500-pageview lifetime allowance (and any portion already consumed remains consumed). Your historical data is retained or pruned according to your then-current plan's history window.
Cancelling is the act of stopping renewals. It is separate from requesting a refund of money already charged, which is covered below.
Proration
PubSentry subscriptions are billed for a full period in advance.
- We do not prorate the period in which you cancel. Cancelling mid-period does not generate a partial-period credit or refund for the unused days; instead you keep full access until the period ends (see above).
- Upgrades and downgrades between paid plans take effect as DodoPayments applies them — typically an upgrade is charged for the new tier and a downgrade takes effect at the next renewal. Any proration on a plan change is calculated and shown by DodoPayments at checkout; review it there before you confirm.
Refund eligibility
This section states the discretionary refund we intend to offer in addition to any non-waivable rights you have under the consumer law of your jurisdiction. Those statutory rights — for example, a mandatory cooling-off period for consumers in some regions — always apply on top of, and can override, what is written here.
- Refund window. If you are charged for a new paid subscription (your first payment, or a first payment after a plan change) and you contact us at [DPO/CONTACT EMAIL] within [REFUND WINDOW — e.g. 14] days of that charge, we will, at our discretion, refund that charge. [Confirm the length of this window, and whether it must be offered, with counsel for [GOVERNING JURISDICTION].]
- Renewals are generally non-refundable. Automatic renewal charges for a continuing subscription are not refundable as of right, because you can prevent every renewal by cancelling before it bills. We send no charge you cannot stop in advance from the portal. We may still issue a goodwill refund of a recent renewal at our discretion — for example, an obvious accidental renewal reported promptly.
- Usage and overages. The Service is delivered as you use it. We do not refund a plan because traffic was lower than expected, because a particular invalid visitor was or was not blocked (detection is best-effort and never claimed to be 100% accurate), or because of paid-plan pageview overage — overage on a paid plan is a warning, not a charge or a lockout.
- Exclusions. Refunds are not available where the account was used in breach of the Terms (for example to manufacture or launder traffic), where a chargeback has already been filed for the same charge, or where applicable law does not require it and the circumstances above do not apply.
Approved refunds are returned to the original payment method through DodoPayments. Timing of the actual credit depends on DodoPayments and your card issuer or bank.
Billing disputes
If you believe you were charged in error, charged the wrong amount, or charged after cancelling, contact us first at [DPO/CONTACT EMAIL] with your account email and the approximate date and amount. Most disputes — a duplicate charge, a renewal you meant to cancel, a tax line you did not expect — are resolved fastest this way, and we aim to acknowledge a billing query within [RESPONSE TARGET — e.g. 2] business days.
- Merchant of record. Because DodoPayments is the merchant of record, some disputes are investigated jointly with them, and the card statement descriptor and dispute paperwork may reference DodoPayments rather than PubSentry. Your purchase is also subject to DodoPayments' own terms.
- Chargebacks. You retain the right to dispute a charge with your card issuer. We ask that you raise it with us first, because a direct fix is usually faster than a bank chargeback. Where a chargeback is filed for a charge that was valid under this policy, we may suspend the associated account pending resolution.
- No double recovery. You may not both receive a refund from us and a successful chargeback for the same charge; if both occur we may reclaim the duplicated amount.
Changes to this policy
We may update this policy on a going-forward basis. Material changes that affect refund eligibility or the refund window will be posted here with a revised Effective date, and where required by law we will notify affected customers. Continued use of the Service after a change takes effect constitutes acceptance of the updated policy for charges made after that date.
Contact
Billing, cancellation, and refund questions: [DPO/CONTACT EMAIL]. Provider of record: [LEGAL ENTITY NAME], [REGISTERED ADDRESS]. This policy is governed by the laws of [GOVERNING JURISDICTION].