1. Overview
TestPilot offers enterprise subscription plans and, in some cases, one-time assessment credits. This Refund Policy describes the circumstances under which refunds may be issued. By purchasing a subscription or credits, you agree to this policy.
2. Subscription Plans
2.1 Free Trial
Where a free trial is offered, no payment is collected during the trial period. You may cancel at any time before the trial ends without charge.
2.2 Paid Subscriptions - General Rule
All subscription fees are billed in advance and are non-refundable once the billing period has commenced. This applies to monthly and annual plans alike.
2.3 Annual Plans - Pro-Rata Exception
If you cancel an annual subscription within the first 14 days of the initial purchase (not renewals), and you have not conducted any live assessments during that period, you may request a pro-rata refund for the unused portion of the year. Renewals are not eligible for refunds.
2.4 Downgrades
Downgrading your plan takes effect at the start of the next billing cycle. No partial refunds are issued for the remainder of the current billing period.
3. Assessment Credits
One-time assessment credit purchases are non-refundable once issued to your account. Unused credits expire 12 months from the date of purchase unless otherwise agreed in writing.
4. Service Outages
If TestPilot experiences a verified service outage that materially impacts your ability to conduct scheduled assessments, you may be eligible for a service credit applied to your next billing cycle. Credits are calculated based on the duration and severity of the outage relative to your plan's SLA. Service credits are the sole remedy for outages and are not redeemable for cash.
5. Billing Errors
If you believe you have been charged incorrectly, please contact us within 30 days of the charge at support.testpilot@gmail.com. We will investigate and, if a billing error is confirmed, issue a full refund of the erroneous amount within 10 business days.
6. Cancellation
You may cancel your subscription at any time from your account settings or by contacting support. Cancellation takes effect at the end of the current billing period. You will retain access to the Service until that date. No refund is issued for the remaining days in the billing period upon cancellation.
7. Exceptional Circumstances
We understand that exceptional situations arise. If you believe your circumstances warrant a refund outside the terms above (e.g., serious illness, natural disaster), please contact us and we will review your request on a case-by-case basis. We are not obligated to grant refunds outside this policy but will act in good faith.
8. How to Request a Refund
To request a refund, please:
- Email us at support.testpilot@gmail.com
- Include your account email, organisation name, and the invoice number
- Describe the reason for your refund request
We will acknowledge your request within 2 business days and provide a resolution within 10 business days.
9. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Continued use of the Service after changes constitutes acceptance of the revised policy.