Refund & Cancellation Policy

Refund window: 7 working days

You may request a refund within 7 working days of a subscription payment, including renewals. Working days exclude weekends and public holidays. Requests made after that window are handled under "Outside the refund window" below.

Where the law of your country grants you a longer or unconditional right to a refund, that right applies instead of this policy, whichever is more favourable to you.

Refunds are pro-rata to unused capacity

Because each plan includes a monthly allowance of verification scans, a refund covers the part of that allowance you have not used. Scans already performed have been delivered and are not refundable.

The refund is calculated on the scans consumed in the billing period you are asking us to refund:

• Refund = amount paid × (1 − scans used ÷ scans included in the plan).
• Example: on a $299 plan including 5,000 scans, having used 2,500 scans (50%), the refund is $149.50.
• Example: having used none of the allowance, the refund is the full amount paid.
• If the entire allowance has been used, no refund is due for that period.
• On plans with an unlimited allowance, the refund is pro-rated by time instead: the unused portion of the billing period, counted in days.

How the usage figure is determined

We use the scan count shown on the Billing page of your dashboard for the period in question. It is the same figure your account is metered on, it updates in real time, and you can check it before you ask for a refund.

Failed verifications that failed because of a fault on our side are not counted as consumed usage. If you believe the count is wrong, tell us and we will look at the underlying records with you.

Outside the refund window

Past 7 working days we do not refund the current billing period as a matter of course, but we would still rather hear from you than not. If the service failed on our side — sustained downtime, or verifications failing because of a defect in our platform — contact us and we will make it right, including a full or partial refund where warranted, regardless of usage.

The free plan costs nothing, so there is nothing to refund.

How to request a refund

Email billing@authentity.io from the address on your Authentity account. Include the account email and the approximate date of the charge — that is enough for us to find it. Telling us why is welcome but not required.

You can also contact Paddle directly at paddle.net, where you can look up your purchase with your email address and order number and request a refund without going through us.

We aim to acknowledge refund requests within one working day. Approved refunds are issued to the original payment method by Paddle; depending on your bank or card issuer the money usually appears within 5–10 working days.

Cancelling your subscription

You can cancel at any time. There is no minimum term and no cancellation fee.

• By email: write to billing@authentity.io from your account address and ask us to cancel.
• Through Paddle: manage or cancel the subscription from the receipt email Paddle sent you, or at paddle.net.

What happens after you cancel

Cancelling stops future renewals. Your plan stays active for the rest of the period you have already paid for. Cancelling on its own does not trigger a refund — if you also want the unused portion back, ask for a refund within the window above and the pro-rata calculation applies.

When the paid period ends, the account moves to the free plan rather than being deleted. Your API keys, scan history and organisation settings remain available within the free plan's limits.

Failed payments

If a renewal payment fails, Paddle retries it over the following days and emails you. If it still has not gone through after those retries, the subscription is cancelled and the account moves to the free plan. Nothing is deleted, and you can resubscribe at any time.

Chargebacks

If something has gone wrong, please contact us or Paddle before raising a chargeback with your bank — it is almost always faster. A chargeback may suspend the account while the bank investigates, which is disruptive if you are using the API in production.

Changes to this policy

If we change this policy we will update the date at the top of this page. Changes apply to payments made after the update and never retroactively to a purchase you have already made.

Contact

Questions about billing, refunds or cancellation: billing@authentity.io.