This policy explains when we refund money, when we restore credits instead, and how to ask. It applies to every paid charge on enrichloops.com and forms part of our Terms of Service.
Short version (not part of the policy): If the Service is not working out for you, email us and ask. We would rather give the money back than have you stuck on a plan you are not using. All amounts are in US dollars.
1. First 14 days
If you are on your first paid month of any plan and it is not what you expected, email us within 14 days of the charge and we will refund it in full. You do not need to give a reason.
This applies once per account, on the first paid charge.
2. Renewals you did not intend
Subscriptions renew automatically each month. If a renewal caught you off guard, email us within 30 days of the charge:
- If you have barely used the period, we refund the charge in full and close the plan.
- If you have used a meaningful part of the allowance, we refund the unused portion, or credit it toward a future month, whichever you prefer.
We do not need you to prove anything. We look at the usage on the account and act reasonably.
3. Cancelling mid-cycle
You can cancel any time from the dashboard. Cancellation takes effect at the end of the current billing period, and you keep full access until then. We do not automatically prorate a cancellation, because you keep the credits you paid for.
If you cancelled right after a renewal and would rather have the money than the remaining time, Section 2 covers it.
4. Plan credits
Plan credits reset at the start of each billing cycle. Unused plan credits are not carried forward and are not refunded separately from the plan charge itself. They are part of what the monthly fee buys.
5. Top-up credit packs
Top-up packs are one-time purchases, and those credits roll over rather than expiring at the end of a cycle.
- Untouched packs are fully refundable within 60 days of purchase.
- Partly used packs are refundable for the unused balance, at the rate you paid.
6. Enrichments that do not return a result
Failed enrichments and no-match results are refunded to your credit balance automatically. You are not charged for them and there is nothing to request.
If you believe you were charged credits in error, email us with the request details and we will check the account and restore any credits that were wrongly consumed.
7. Outages and incidents
If a sustained problem on our side made the Service unusable for a significant part of a billing period, We will credit or refund that period in proportion to the disruption, whether or not your plan carries a formal uptime commitment.
8. Free plan
The free plan carries no charge, so there is nothing to refund. If you upgrade and change your mind, Section 1 applies.
9. How to request a refund
Email support@enrichloops.com from the address on the account, and include:
- The account email or workspace name.
- The date and amount of the charge.
- A sentence on what happened, if it helps us fix something.
We reply within three business days, and usually the same day.
10. Processing time
Approved refunds go back to the original payment method through our payment processor. Most land within five to ten business days, depending on your bank. We cannot refund to a different card or account.
11. Where we may say no
We will decline a refund where an account was terminated for breach of the Terms, where the request is well outside the windows above with no reason for the delay, or where an account repeatedly subscribes, consumes the allowance, and asks for the money back. This policy is written to be generous with people acting in good faith, and we reserve the right to treat it that way.
Nothing here limits any refund right you have under the consumer law that applies to you.
12. Chargebacks
Please email us before opening a dispute with your bank. A chargeback freezes the account while it is investigated and takes weeks to resolve. We can almost always sort it out faster directly.
13. Changes
We may update this policy. The version in force is the one published on the day you were charged. The date at the top of this page always reflects the current version.
Contact
Billing and refund questions: support@enrichloops.com