Refund & Cancellation Policy

1. Summary

• Free demo: nothing to refund — no payment is ever taken.
• Cancel any time: one click on the Billing page. No cancellation fee, no questions asked.
• 14-day money-back guarantee on your first paid month: full refund if you ask within 14 days of your first payment and have used less than 20% of the plan's allowance.
• Renewals: not refundable once the new period starts, except in the cases in section 5.
• Our fault (outage, defect, wrong charge): always refunded or credited, pro-rata or in full.

2. Cancelling a subscription

1. Go to Billing and choose Manage / cancel (in live mode this opens the secure Stripe customer portal).
2. Your plan stays active until the end of the period you have already paid for.
3. After that your account drops to the Free demo plan automatically. Your data is not deleted when you downgrade; only the limits change.
4. You can also cancel by emailing support@gapscope.uk from your account email. The cancellation date is the date we receive the email.

3. 14-day money-back guarantee (first payment only)

We want you to test the product on your own real searches before committing. Therefore:

• If you request a refund within 14 calendar days of your first payment for a given plan, we refund it in full, provided that you have run fewer than 20% of the plan's monthly allowance (for Pro: fewer than 100 businesses discovered in web campaigns and fewer than 20 social accounts stored).
• If you have used more than 20%, we refund pro-rata for the unused days instead.
• The guarantee applies once per customer per plan. Upgrading from Pro to Agency starts a new guarantee for the price difference only.

Why the usage condition? Every campaign incurs real, non-recoverable costs with our search and crawling providers. The 20% threshold lets you properly evaluate results without the guarantee being used as free bulk scraping.

4. Renewal payments

We send a reminder e-mail from Stripe before each renewal and you can cancel at any time up to the renewal moment. Because the subscription can be cancelled with one click and continues to the period end, renewal payments are non-refundableunless section 5 applies. If you forgot to cancel and contact us within 48 hours of a renewal without having used the new period at all, we will refund it as a goodwill gesture (once per 12 months).

5. Refunds we always give

• Duplicate or incorrect charges — full refund of the erroneous amount.
• Extended outage — if the Service is unavailable for more than 24 consecutive hours because of us, you receive a pro-rata credit for the downtime, or a refund on request.
• Material defect — if a core feature (campaign discovery, social scraping, export) is broken for more than 5 working days after you report it and we cannot fix it, you may cancel and receive a pro-rata refund for the remaining period.
• Removal of features — if we remove or materially reduce a feature you paid for, you may cancel and receive a pro-rata refund.
• Price increases — you may cancel before the new price applies; if it was applied without the required notice, we refund the difference.

6. What is not refundable

• Searches that legitimately return few or zero verified results. The Service only reports businesses and contacts that are actually published online. An honest zero is the product working correctly, not a defect.
• Results that later turn out to be out of date on the source website, or leads who do not respond to your outreach.
• Loss of access caused by a breach of the Terms or Acceptable Use Policy.
• Any month in which you have used more than 80% of the plan allowance.
• Third-party costs you incur elsewhere (e-mail providers, phone credit, your own domain, etc.).

7. Failed payments and past-due accounts

If a renewal payment fails, Stripe retries automatically over a few days and e-mails you. During that time the account is marked past due and background campaigns pause. If payment is not received within 7 days the plan is downgraded to Free. Nothing is deleted; paying again restores the plan immediately.

8. Chargebacks

Please contact us before disputing a charge with your bank — we resolve genuine issues within 2 working days and far faster than a chargeback process. Accounts with an open chargeback are suspended until the dispute is resolved; if the dispute is decided in our favour we may charge a £15 administration fee to reflect the costs Stripe imposes on us.

9. How to request a refund and how it is paid

1. E-mail support@gapscope.uk from your account e-mail with the subject "Refund request" and, ideally, the Stripe receipt number.
2. We reply within 2 working days and decide within 5 working days.
3. Approved refunds go back to the original payment method via Stripe. Your bank normally shows the credit within 5–10 working days.
4. Refunds are made in pounds sterling; we cannot control exchange-rate differences or bank fees applied by your card issuer.

10. Statutory rights

The Service is sold to businesses. If, exceptionally, you purchased as a consumer, you have a 14-day cancellation right under the Consumer Contracts Regulations 2013. By starting to use the paid features during that period you request immediate performance and acknowledge that you may be charged pro-rata for the service used; your rights under the Consumer Rights Act 2015 are not affected.

11. Changes to this policy

Changes apply to payments made after the change is published; they never reduce refund rights for a payment already made.