We would rather refund someone than keep money they resent paying. This page sets out how cancellation and refunds work, in the order you are likely to need them.
In one line: cancel any time, keep access until the end of the period you paid for, and ask for a full refund within 30 days if the product is not for you.
01The free trial
Every plan starts with a 14-day free trial that does not ask for a payment method, with no limit on how much traffic you send during it. There is nothing to cancel and no way to be charged by accident.
When the trial ends we stop collecting new traffic. Everything already collected stays readable, and choosing a plan resumes collection at once. If no plan is chosen within 30 days of the trial ending, we remove the sites and their analytics data.
You will only ever be charged after actively choosing a plan and entering payment details.
02Cancelling a paid plan
You can cancel at any time from your billing settings, or by emailing [email protected]. No retention call, no form designed to wear you down.
- Your plan stays active until the end of the period you have already paid for. We do not cut you off the moment you cancel.
- You are not billed again after cancelling.
- Your data stays available for the rest of the paid period so you can export it.
Cancelling stops future billing. If you also want your data deleted, close the account. See the Privacy Policy.
03Refunds
Within 30 days of your first payment, email us and we will refund it in full. You do not need to justify the request.
After 30 days, we do not automatically refund the current period, but ask anyway. If something went wrong on our end, such as extended downtime, a bug that lost your data, or an unexpected charge, we will make it right rather than hide behind this page.
Annual plans. If you cancel partway through an annual term after the 30-day window, we will consider a pro-rata refund of the unused whole months. Get in touch.
Refunds go back to the original payment method and typically appear within 5–10 business days, depending on your bank. We refund the amount you paid; we cannot refund currency-conversion fees or charges added by your bank.
04Changing plans
Upgrading takes effect immediately, and we charge the difference pro-rata for the remainder of your billing period.
Downgrading also takes effect immediately, and the unused remainder of your billing period is credited against your next invoice. Check your event allowance and retention on the lower plan before switching, as historical data beyond the new retention window may no longer be queryable.
We never change your plan for you. Every move is one you make from your billing settings.
If you exceed your plan's event allowance we will email you rather than stopping collection or issuing a surprise invoice.
05Your statutory rights
Nothing on this page limits rights you have under the law where you live. Consumers in the EU and UK, for example, have a statutory right to cancel distance contracts within 14 days; the 30-day window above is more generous, and whichever gives you more applies.
Questions about a charge or a refund: [email protected]. A real person reads it.
Other policies
Questions about this policy? Email [email protected].