Refund Policy

Effective date: 2 October 2026

This page explains when you can get money back for Enji Guard credits, how much, and how long it takes. Where this page and Terms of Service section 10 differ, the Terms govern. How credits and pricing work is in Terms of Service sections 7 to 9, and the prices themselves are on the price list.

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 for any reason. Ask us, and we issue the refund back to your original payment method through Freemius, along with the tax Freemius charged on it.
• Spent credits — not refundable. The audit ran and the work was done.

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 issued it, Freemius granted it at its own discretion, 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.

The decision is ours, not Freemius’s. Under our agreement with Freemius we determine and administer refunds and Freemius processes them. Freemius’s own published promise to buyers is narrower — a full refund within 30 days where a defect makes the product unusable — and this page is wider than that deliberately. Where the two differ, this page is what we will honour.

We may make exceptions. If the 30-day limit produces an unfair result, tell us. That is our discretion, not a right you can insist on.

The tax comes back too, but Freemius works that part out — our prices are exclusive of tax, Freemius 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.

To request a refund, contact contact@enji.ai from the email address on your account. We work out what is refundable and issue it back to your original payment method through Freemius. You can also go to Freemius directly, since it is the seller.

How long it takes. We issue your refund through Freemius within 5 business days. After that it is the payment network’s timing: your bank takes a few more working days to show the credit.

One limit comes from the card networks. Refunds go back to the card you paid with, and cards accept them only for a limited period after the payment — the network’s window, months rather than years. It does not cancel what you are owed: if something is due to you after it closes, tell us and we will agree 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 excluded by agreement. Note that starting an audit run is a request that we begin performing immediately, so credits spent on a completed run are not refundable even inside that window, as far as the law allows.

In law that right runs against the seller, and the seller is Freemius — so the statutory deadline for paying it, 14 days from when you tell the seller, is the seller’s deadline rather than ours. Our five business days are how long we take to issue a refund; they are not the statutory period and do not replace it.

Freemius’s own terms of sale are governed by the law of the State of New York and do not restate a 14-day right of withdrawal — they offer a 30-day refund where a defect makes the product unusable. That choice of law does not remove the mandatory consumer law of the country you live in, which still applies. In practice you need not rely on it: the 30-day refund on this page covers the same ground, and asking us is enough.

Before you dispute a charge with your bank

Write to us first. A chargeback takes weeks and holds the money on both sides, while we can usually resolve the same question in a day. Disputing a charge is your right and we will not suspend you for using it — Terms section 21 says what we may act on, which is a pattern rather than a single dispute.

If it is the charge itself you do not recognise: it reads Enji Guard on a card statement even though Freemius is the seller, and Freemius in a PayPal email.

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.