Refund Policy

Effective date: 15 September 2026

This page explains when you can get money back for Enji Guard credits, how much, and how long it takes. The binding version is Terms of Service section 10 — this page is here to make it readable. How credits and pricing work is on the Billing & Credits page.

You have 30 days from buying to ask for a refund. After that a purchase is not refundable, though the credits stay usable until they expire 12 months after purchase. There are exceptions below, and they all cover situations we caused.

• Unspent credits — refundable within 30 days of the purchase. Ask us, and we arrange the refund back to your original payment method through Paddle, along with the tax Paddle charged on it.
• Spent credits — not refundable. The audit ran and the work was done.

It is all or nothing. We refund your whole refundable balance, not part of it.

When the 30 days do not apply

If the reason for the refund is something we did, we refund all your unspent credits however long ago you bought them:

• we increase what an audit costs and you do not accept the increase — ask within 14 days of the increase taking effect, which is the one deadline that still applies here;
• we withdraw an audit type you can currently run — same 14 days from the withdrawal taking effect;
• we discontinue the Service or a material part of it;
• we suspend or close your account for a reason other than you breaking the Terms;
• we materially change the Terms to your disadvantage and you do not accept it;
• you object to a new sub-processor on reasonable data protection grounds and we cannot resolve it — DPA section 5;
• we materially reduce your protection under the DPA and you do not accept it.

Your statutory rights sit outside the 30 days too. If you bought as an individual you may have a statutory right to cancel a digital purchase within 14 days, and it is unaffected by anything on this page — the detail is under Buying as an individual below.

Expired credits are not refundable. Credits last 12 months from purchase. Once they expire they are not reinstated and not refunded, in any of the situations above — expiry is not the same as unspent. You will have had at least 30 days’ warning by email before that happens, so spend them or ask for a refund while there is still time.

A refund takes the credits with it. However a payment gets reversed — we arranged it, Paddle granted it directly, or you disputed the charge with your bank — the credits that payment bought come off your balance. You cannot end up with both the credits and the money back.

If Paddle turns down a refund we sent them, we will tell you what they said. They make that call as the seller; we do not.

And we can be reasonable. If the 30-day limit produces a result that feels wrong, tell us. That is our discretion, not something you can insist on.

How much you get back. We refund the unused proportion of what you actually paid for your credits. The tax comes back too, but Paddle works that part out — our prices are exclusive of tax, Paddle calculates and collects it, and it does the same in reverse on a refund. We do not hold the tax figure, so we cannot quote it to you.

The rate is your own, not a list price. For each purchase we divide what you paid by the number of credits it gave you. That is the rate for those credits. If four fifths of a purchase is still unspent, you get four fifths of what you paid for it back. Bought at different prices on different days? Each purchase is refunded at the rate you actually paid for it. We never refund more than you paid.

To request a refund, contact [email protected] from the email address on your account. We work out what is refundable and instruct Paddle to pay it back to your original payment method. You can also go to Paddle directly, since they are the seller.

How long it takes. Three steps, and only the first is ours. We submit your refund to Paddle within 5 business days. Paddle reviews it before processing — usually quickly. Your bank then takes a few more working days to show the credit.

One limit worth knowing. Refunds go back to the card you paid with, and cards only accept refunds for a limited period — currently 120 days after the payment. If something is owed to you after that, tell us and we will find another way to pay it.

Buying as an individual

You may have a statutory right to cancel a digital purchase within 14 days. Nothing here removes that right, or any other right you have under the law where you live that cannot be signed away. Note that starting an audit run is asking us to begin straight away, so credits spent on a completed run are not refundable even inside that window, as far as the law allows.

That right runs against Paddle, not against us. Paddle is the seller, so Paddle owes you the refund, and the statutory deadline for paying it — 14 days from when you tell the seller — applies to Paddle rather than to us. Our five business days are the time we take to submit a refund to Paddle; they are not the statutory period and do not replace it. You can exercise a statutory right with Paddle directly and do not have to come through us.

Closing your account

Closing does not by itself create a refund right: purchases from the last 30 days are refunded as above, older ones are not. Export your reports first — you can download them at any time while the account is open, and the Data Retention & Deletion page explains what happens to them afterwards.