Refund policy

This policy says when a payment for a SfwBot plan or a credit pack is returned and how to ask for it.

When we refund

• A new subscription. The first payment of a new plan is refunded in full if you ask within 14 days of paying. The plan ends when the refund is made.
• A credit pack. A pack bought in the last 14 days is refunded in full if less than 10 percent of its credits have been used. The pack's credits are removed from the server.
• Duplicate or wrong charges. A charge made twice or in error is always refunded in full. If a second subscription is paid for a server that already has one, it is cancelled and refunded automatically.
• If we end your plan or remove a paid feature. We refund the unused part of the paid period and the price of unused bought credits, unless the plan ended because the terms were broken.

When we do not refund

• Renewals of a running subscription. Cancel before the renewal date in the dashboard under My subscriptions; the plan then runs until the end of the paid period.
• A credit pack after 14 days, or once 10 percent or more of it has been used.
• Free credits, such as the monthly credits of the Free plan, the welcome bonus and credits for votes. They have no cash value.

A scan that fails on our side does not cost a credit; the credit is returned automatically.

Right of withdrawal for consumers in the EU and the UK

If you buy as a consumer and live in the EU or the UK, you may withdraw from a purchase within 14 days without giving a reason. To do so, send a clear statement to [email protected] within that time.

When you buy, you ask us to start providing the service at once. For a subscription this means that after a withdrawal you would owe the share of the price for the days already used; under the first rule above we refund the full first payment anyway. For a credit pack the right of withdrawal ends for the credits you already used; unused credits are refunded.

How to ask

Write to [email protected] with the server's name or id and the invoice number or the date of the payment. We answer within two business days. Refunds go back to the payment method used; banks usually need 5 to 10 business days.

Please write to us before disputing a charge with your bank. While a dispute is open, the server may be moved to the Free plan.