Cancellations & refunds.

Hobby is free. There's nothing to cancel and nothing to refund — you keep your account and a small monthly credit grant for as long as you want.

Paid plans renew automatically every 30 days (monthly) or 365 days (yearly), charged in advance via Dodo Payments.

• Cancel any time. Use the settings → billing page to cancel. The cancellation takes effect at the end of the current paid window, not immediately — you keep all paid features until then, and no further charges occur after that.
• Auto-renewal. Plans renew on the same cadence (monthly or yearly) you signed up with. We notify you by email before each renewal so you can cancel ahead of time if you no longer want the plan.
• Downgrade at window end. When you cancel, the paid window plays out and the account drops back to Hobby. No data is deleted at this transition — your reports remain accessible for the retention period defined in your old plan.

We issue full refunds in these cases:

• Duplicate charge caused by our checkout or webhook handling — verified by matching Dodo Payments payment IDs.
• Service unavailable due to a sustained outage on our side (downtime > 24 consecutive hours within the first 7 days of a new billing window).
• Plan flip didn't happen after a successful payment — i.e. the Dodo charge cleared but our subscription row didn't flip and we cannot manually correct it. (We will try to correct it first.)

We do not refund:

• Unused portion of the current paid window after a voluntary cancellation. Cancellation just stops the next renewal — you still get the window you paid for.
• Credits already consumed by simulations you ran (even if the results weren't useful — agent quality is “as is” per our Terms).
• Charges where the violation of acceptable use led to suspension.

Email [email protected] within 7 days of the charge you're disputing. Include:

• The Dodo Payments payment ID — find it in the receipt email Dodo sent you, or in our billing-events log we can look up.
• Your account email.
• What happened, in one paragraph.

We respond within 2 business days. If approved, Dodo Payments processes the refund to your original payment method; settlement to your bank typically takes 5-10 business days depending on payment method and region.

When a refund is processed, our webhook receives refund.succeeded from Dodo Payments and immediately downgrades the account to Hobby. This is irreversible without a new payment — the plan window doesn't revert to its pre-refund state.

If you raise a chargeback through your card-issuing bank without first contacting us, we'll work with Dodo Payments' dispute process to provide transaction evidence. Successful chargebacks downgrade the account and may result in temporary suspension while we sort out the situation. We'd much rather you email us first — almost every chargeback we've seen is resolvable in one reply.

Billing or refund questions: email [email protected] or visit zaplens / contact.