Refund & Billing Policy

Most data tools bill per seat, per API call, or per month regardless of what you actually receive. VoxScrape bills per result returned. Everything below follows from that one decision.

If a run returns nothing, it costs nothing. If it returns fewer results than you asked for, you pay for what came back. If it returns more than you paid to receive, the extra is discarded rather than billed. These are properties of the billing code, not goodwill gestures, and they apply automatically without you contacting support.

When you start a run, we estimate the maximum number of results it could return and place a hold for that amount. If you request 100 results from a source that costs 10 credits per result, 1,000 credits are held.

The hold reserves credits so that two runs started at the same time cannot overdraw your balance. It is not a charge in the card-payment sense — no money moves, and nothing leaves your account permanently until the run settles.

When the run finishes, the hold is settled against the results actually returned and the difference is released back to your balance immediately. In the example above, 87 results means 870 credits consumed and 130 returned. There is no rounding up and no minimum charge.

If a run fails — the source is unreachable, the upstream platform returns an error, or the job is aborted before results are retrieved — the entire hold is released back to your balance. You do not need to request this and there is no review step.

The same applies to AI operations. If a scoring, enrichment, summarisation, or forecast request fails or times out, the credits charged for it are refunded before the error is returned to you.

A run that succeeds but genuinely finds nothing — a search with no matches — also costs nothing, because zero results settle to zero credits.

Results are truncated to the size of the credit hold before they reach you. If you paid to receive 100 results and a source returns 140, you receive 100. This guarantees a run can never cost more than the hold you authorised when you started it.

The practical consequence: the number you enter in the results field is a hard ceiling on both what you receive and what you spend. There is no scenario in which a run overruns its estimate and bills you for the overage.

Each plan includes a credit allocation granted at the start of every billing period. Subscription credits are allocated for that period and do not roll over— an unused balance resets when the next period’s allocation is granted.

This is why the plans are sized around usage rather than sold as a credit bank. If you routinely finish a period with a large unused balance, you are on too large a plan and should move down; if you routinely run out, a top-up pack or the next tier up will cost you less than the interruption.

Credit allocations by plan are listed on the pricing page.

Top-up packs are one-time credit purchases available on Starter and above. They are held in a separate balance from your subscription allocation and are drawn down after your subscription credits are exhausted.

Because top-up credits are consumed rather than time-limited, they are non-refundable once purchased, except where required by law or where a duplicate charge occurred. If you bought the wrong pack size, contact us before spending the credits and we will do what we reasonably can.

Duplicate top-up charges caused by a payment retry are detected and voided automatically — you are credited once per payment, never twice.

Subscriptions are billed in advance. If something goes wrong — the Service did not work as described, you were charged after cancelling, or you were billed twice — contact us and we will put it right.

For a renewal you did not intend, reach out promptly and we will review it. Our starting position is that nobody should pay for a period they did not use and did not mean to buy.

Where a refund is agreed, it is returned to the original payment method through our payment processor. Processing time is set by your bank, typically five to ten business days.

You can cancel at any time from your account settings. Cancellation stops the next renewal and you keep full access until the end of the period you have already paid for. We do not pro-rate a partial period on cancellation.

Upgrades take effect immediately. The new plan’s credit allocation is granted at the point the upgrade is confirmed as paid, and the payment processor prorates the price difference against the remainder of your current period.

Downgrades are not processed as in-place changes. To move to a smaller plan, cancel and resubscribe at the tier you want once the current period ends. This keeps the credit accounting unambiguous in both directions.

If a renewal payment fails, our payment processor retries it on a schedule and notifies you. Access continues during the retry window. If payment is not resolved, the subscription lapses and access ends — your account and history are not deleted, and resubscribing restores access.

If you believe a charge is wrong, please contact us first — almost every billing question is resolved faster by email than by a card dispute, and we would rather fix the problem than contest it. Accounts with an open chargeback are suspended until the dispute is resolved, because the payment processor requires it.

Email support@voxscrape.com from the address on your account, and include:

• The charge date and amount, or the invoice reference.
• What happened — a failed run, an unintended renewal, a duplicate charge.
• The run ID, if the request concerns a specific run.

Note that credit refunds for failed runs are automatic — if a run failed, check your balance before writing, because the credits are almost certainly already back.