Refund and Cancellation Policy

Cancelling

You can cancel at any time from your billing settings. There is nothing to phone and no retention process.

Monthly plans run to the end of the period you have paid for and then stop. We do not pro-rate a part month.

Annual plans run to the end of the year you have paid for and then stop.

Refunds

Annual plans have a 14-day cooling-off period. If you cancel within 14 days of first paying for an annual plan, we refund it in full.

After that, we do not routinely refund unused time on an annual plan — but if something has gone wrong, tell us. We would rather sort it out than hold onto money you feel you should not have paid.

Monthly plans are not refunded for a period already started, because you can cancel before the next one.

If we suspend or close your account for a reason that is our fault, we refund the unused portion.

Nothing here limits your rights under the New Zealand Consumer Guarantees Act 1993 or Fair Trading Act 1986 where those apply to you.

Usage charges

Where a plan includes optional usage above its limits, those charges are billed in arrears for the period in which they were incurred, and are not refundable once the usage has occurred.

If you believe a usage charge is wrong, raise it within 30 days. We will resolve it against the usage record shown in the app, which you can see at any time.

What happens to your record

Cancelling a paid plan does not delete anything. Your account reverts to the free tier. Your record stays, search keeps working, and your experts can keep answering Questions that were already asked.

What changes is that new Questions beyond the free tier's limits are declined until you upgrade again.

Your record is only deleted if you delete the project, or close your account — see the Privacy Policy for retention periods.