Legal

Refunds and Cancellation

When you get your money back, when you do not, and how long it takes. Two things are worth separating: credits you buy, and a test that spends them.

Last updated 17 September 2026

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1. How paying works here

You buy credits. A test holds credits when it starts and settles against what it actually used when it ends. Nothing is charged by subscription unless the plan you bought says so, and what a test will cost is shown before you start it.

2. When a test goes wrong

This is automatic. You do not have to ask, and there is nothing to claim.

A test fails: The hold is released in full and you are charged nothing. A test that could not run is not a test.
You stop a test: You are charged for the time it actually ran, and the rest of the hold is released.
A test finishes early: You are charged for what it used, not for what was held.
A test never starts: Nothing is held and nothing is charged. If our systems lose track of a test, we give up on it and release the hold automatically.
A test finishes and finds nothing: It is charged. A clean result is a result, and the machine time was really spent. See section 4.

3. Refunding a purchase

Unused credits, within 7 days. If you bought credits in the last seven days and have not spent a single one of them, write to us and we will refund that purchase in full. Once any credit from a purchase has been spent, that purchase is not refundable.
Charged twice. If a payment went through more than once for the same purchase, the duplicate is refunded in full, always. Tell us or we will catch it ourselves.
Charged for something you did not buy. Refunded in full, and we will investigate how it happened and tell you what we find.
Our fault. If the product did not work and that is on us, we refund it. We would rather do that than argue about it.

Anything outside those four is at our discretion. We may refund it, and sometimes we will, but we are not obliged to, and doing it once does not commit us to doing it again.

4. When we do not refund

Being clear about this is fairer than being vague about it.

Credits already spent on tests that ran. The machine time was consumed and cannot be returned.
A test that ran correctly and found nothing. Finding nothing is an outcome, not a failure, and it costs us the same to produce.
A finding you disagree with. Tell us and we will look at it, and if it is our mistake we will make it right. Disagreement on its own is not grounds for a refund.
A test that disturbed a system you pointed us at. You chose the target and the time, which is what section 6 of the Terms of Use is about.
An account ended for breaking section 3 of the Terms of Use, which is the clause about testing things you do not own. Credits on an account ended that way are forfeited.
A purchase made more than seven days ago, or one where any credit has already been spent, unless one of the other three cases in section 3 applies.

5. How to ask

Write to support@deepsoch.ai with the email on the account and roughly when the payment was made. You do not need an order number, though it helps.

We reply within: 2 working days, with a decision and the reason for it.
Approved refunds are sent within: 5 working days, to the same method you paid with.
Your bank then takes: Up to 7 to 10 working days to show it, which is their timeline and not one we can speed up.

6. Cancelling

There is nothing to cancel on a credit purchase: you buy credits once, and if you stop using the product nothing further is taken. If you are on a plan that renews, cancelling it stops the next renewal and leaves you with what you have already paid for until the period ends.

Erasing your account, which is in your profile, stops everything. Credits left on an erased account are not refunded unless section 3 above applies, so ask for the refund before you erase it rather than after.

7. If you are not happy with the answer

Take it to our Grievance Officer, who will look at it again from the start. Raising a chargeback with your bank before writing to us usually makes it slower rather than faster, and we suspend an account while a chargeback against it is open.