Refund Policy

This Refund Policy explains when you can get your money back for a Surbee purchase. It is part of our Terms of Service.

Payments for Surbee are processed by Polar, our merchant of record, which collects the payment and issues any refund on our behalf.

You can cancel a paid plan at any time from the Billing tab in Settings.

• Your plan stays active until the end of the period you have already paid for
• After that, your account moves to the Free plan and your surveys and responses stay in your account
• Cancelling stops future charges. It does not refund the current period, except as described below
• We do not give partial refunds for unused days, weeks or months

Plan payments are not refundable. This includes your first payment and every renewal, monthly or annual.

We will refund a payment if:

• You were charged because of an error on our side, such as a duplicate charge or a charge after you had cancelled
• An annual plan renewed and you tell us within 7 days of the renewal, as long as you have used less than 20% of the credits it has given you so far

To avoid an unwanted renewal, cancel before your renewal date. Your renewal date is shown on the Billing tab.

When you upgrade, the price difference is charged according to the billing details shown at checkout. Upgrade charges follow the same rules as the payment they belong to.

When you downgrade, the change takes effect at the end of your current period, and the difference is not refunded.

Prepaid API credits for the developer API and Cipher SDK are bought in the platform console.

• You can ask for a refund of credits you have not used within 7 days of buying them
• If you have used part of a top-up, only the unused part can be refunded within that window
• After 7 days, top-ups are not refundable

Plans and credits we give you at no charge, including beta, trial, pilot and promotional plans, are not refundable and have no cash value.

We may refuse a refund where:

• The account was suspended or terminated for breaking our Terms of Service or Acceptable Use Policy
• We see signs of fraud or abuse of this policy, such as repeated sign-up and refund cycles
• The request falls outside the time limits or usage limits in this policy

If you have a signed agreement with Surbee, the cancellation and refund terms in that agreement apply instead of this policy.

Nothing in this policy limits rights you have under the consumer law of your country.

If you are a consumer in the European Union or the United Kingdom, you may have a 14-day right to cancel online purchases. Because Surbee gives you access to a digital service as soon as you pay, by starting a paid plan you ask for access to begin straight away and acknowledge that this right to cancel ends once the service has been provided. Where the law still gives you a right to a refund, we will honour it.

Open a support ticket at https://surbee.dev/support/new (opens in a new tab) and choose Billing as the category, or email [email protected] from the address on your account. Tell us which payment you want refunded.

Approved refunds go back to the original payment method. Depending on your bank, they usually arrive within 5 to 10 business days.

Please contact us before disputing a charge with your bank. A dispute freezes the payment while it is investigated, which is usually slower than a refund through us.

We may update this Refund Policy from time to time. Changes apply to payments made after the updated policy is posted. The version in effect when you made a payment applies to that payment.