Refund & Cancellation Policy

1. Payment Terms

All fees are in US dollars and processed by Stripe. Paid subscriptions renew automatically at the end of each billing cycle using your payment method on file until you cancel. You are responsible for applicable taxes. We give at least thirty (30) days' notice before any price change takes effect.

A promotional discount applies only for the period and billing interval stated when it is offered; after that the plan renews at the regular price. Each discount may be redeemed once per account, a discount cannot be combined with an individually agreed price, and it ends if you move to a plan it does not cover. Byte Optimizer may withdraw an offer at any time, but a discount already redeemed is honored for its stated period.

2. Monthly Subscriptions

You may cancel a monthly subscription at any time from the portal; cancellation stops the next renewal and your plan remains active until the end of the current period. No partial-month refunds are issued for self-serve cancellations. Mid-period refunds or immediate closures may be requested by email and are granted at Byte Optimizer's discretion.

3. Annual Subscriptions

• The annual fee is paid up front. The plan's credits are still added monthly, on the same day each month as the start of the annual term. The plan's rollover limit (Section 5) applies at each of these monthly grants.
• Within 30 days of purchase: a full refund is available, provided you have not consumed more than 10% of the scan credits included in the annual term (twelve months of the plan's monthly credits).
• After 30 days: refunds are prorated based on the number of full, unused months remaining.

4. One-Time Scan Purchases

A one-time scan is fully refundable within twelve (12) hours of purchase if the scan has not yet been initiated. Once a scan has begun processing it is non-refundable, because the work has been performed.

5. Credits & Auto-Top-Up

• One-time credit purchases are non-refundable once the credits have been added to your account balance, regardless of whether they have been spent. A refund may be requested within twenty-four (24) hours of purchase if the credits have not yet been applied.
• Your balance holds plan credits (included with your plan, including the signup credits) and purchased credits (credit purchases and auto-top-up). Scans spend plan credits first.
• On a paid plan, plan credits expire at the end of each billing period. At renewal, unused plan credits roll over up to your plan's rollover limit and any above it are forfeited; plans without rollover reset to their allotment. If a paid plan is cancelled or ends, the account moves to the Free plan at the end of the final billing period and its remaining plan credits become Free plan credits.
• Free plan credits expire on a rolling 30-day window that renews with each Free top-up (every 30 days), and are not refundable or transferable.
• Purchased credits last twelve (12) months from your most recent purchase or auto-top-up, and each new purchase restarts that window for every purchased credit not yet expired. They are never reduced at renewal. Credits that have already expired are not restored by a later purchase.
• Expired credits are not restored, refundable, or transferable.
• Unused purchased credits are forfeited on account closure.
• If you believe an auto-top-up charge was made in error, email support within seven (7) days of the charge; disputes raised after seven days are not eligible for a refund.

6. Plan Changes

An upgrade to a higher-priced plan takes effect once its payment succeeds: you pay the full price of the new plan, a new billing period starts that day, and no credit or refund is given for the unused part of the old period. Your existing credits are kept and the new plan's credits are added. A downgrade takes effect at the end of the current period and can be undone before then. Changes to or from an annual plan go through support.

7. Failed Payments

If a renewal payment fails, monthly or annual, the subscription is marked past due and the payment is retried. While a payment is past due or awaiting your confirmation, new, scheduled and monitoring scans cannot start, though credits can still be bought. If the payment is still unpaid after the retries, the subscription may be cancelled, and the account then moves to the Free plan, with remaining plan credits handled as described in Section 5.

8. Service Failure

If a scan fails to complete due to a fault on our side, report it within seven (7) days of the scan date. We will add a replacement scan credit to your account or refund the affected scan, at your choice.

9. Professional Services

Engagement deposits are non-refundable once scheduling is confirmed and resources are allocated. Cancellation fees apply by timing:

No refunds are issued based on the nature, quantity, or severity of findings (or the lack of them). Satisfaction claims must be raised within seven (7) days of the final report. If we cancel an engagement through no fault of yours, we refund unused fees.

10. Disputes & Chargebacks

Please contact us before initiating a chargeback or payment dispute, we typically resolve good-faith billing issues within five (5) business days. Filing an unauthorized chargeback may result in immediate suspension or termination of your account, recovery of the disputed amount plus any chargeback fees, and reporting to fraud-prevention services.

11. How to Request a Refund

Email support@onscanner.com with the subject "Refund Request" and your order/invoice or subscription ID, account email, the service in question, and the reason. We acknowledge requests within two (2) business days and aim to resolve them within five (5) business days; approved refunds appear on your statement within 5 to 10 business days depending on your financial institution.