Refund Policy

This policy is part of our Terms of Service. It explains what you are buying, how to stop, and when you get money back.

1. What you are buying

A paid plan is a term of 30 days or 12 months, at the price shown on the pricing page. What happens at the end of it depends on how you paid, and you choose that at checkout.

Card, with auto-renewal on. This is a subscription. We store a payment mandate with our payment processor and the amount shown at checkout is charged again at the start of each term until you turn it off. We email you before each renewal, stating the amount and the date.

Card, with auto-renewal off, or any cryptocurrency payment. This is a one-off purchase of a single term. It does not renew, no payment mandate is stored, and we cannot charge you again — if you want another term you buy another one. There is no subscription to stop and no way to be charged by accident. Cryptocurrency payments can only ever be this kind.

2. Stopping

If auto-renewal is on, turning it off in your dashboard stops the next charge. You keep the plan and all of its limits until the end of the term you have already paid for — it does not cut your access short, and there is nothing to be gained by leaving it until the last day. If a renewal payment fails we will tell you and keep your plan for seven days while it is sorted out.

If you bought a single term, there is no charge to stop; it ends on the date shown. You can move the workspace to the Free plan sooner from your dashboard, but because nothing was going to renew that only ends your access early. Unless one of the sections below applies it does not produce a refund, so there is usually no reason to do it before your term runs out.

Either way, buying the same plan again before your current term ends adds the days you have left to the new term — paying early costs you nothing.

When a term ends the workspace moves to the Free plan and its limits. Nothing you have created is deleted: every profile, proxy, cookie set and automation stays where it is, and the Free limits only restrict how many new ones you can add.

3. Your 14-day right to withdraw (UK and EEA consumers)

If you are a consumer resident in the United Kingdom or the European Economic Area, you normally have 14 days from the day of purchase to withdraw from a distance contract and get a full refund, without giving a reason. This is a consumer right; business customers do not have it, though sections 4 and 5 apply to them in the same way.

The exception for digital content. That right is lost once we begin supplying digital content within the 14-day period, if you gave express consent to supply beginning immediately and acknowledged that you would lose the right. When you confirm a purchase, your plan limits are applied as soon as the payment clears — that is immediate supply, and the checkout page tells you so and links to this policy before you pay.

In practice: if you have paid and your plan has been applied, the statutory 14-day right no longer applies. If for any reason your plan was not applied — the payment did not complete, or the upgrade failed — the right is intact and you can withdraw in full.

To withdraw where the right does apply, email support@simnetiq.store from the address on your account within 14 days of purchase and say you are withdrawing; you may use the form in section 10 but do not have to. We will refund the full amount to the original payment method within 14 days of receiving that notice.

4. When we refund anyway

Statutory rights aside, we will refund you in these cases:

• You paid and did not get what you paid for. The payment cleared but your limits were never applied, or a fault on our side stopped you using the plan for a material part of the term. Full or pro-rata, depending on how much of the term was affected.
• You were charged twice for the same term.
• We materially reduced a feature you were paying for, or terminated your account without cause, during a term you had already paid for. Pro-rata for the unused part — see sections 10 and 11 of the Terms of Service.
• The software was faulty and we could not put it right within a reasonable time. Consumers in the UK have this as a statutory right under the Consumer Rights Act 2015 (section 14 of the Terms); we extend the same treatment to everyone.

5. When we do not refund

• Because you stopped using it, or changed your mind after the plan was applied and the statutory right in section 3 has been lost.
• Because a third-party service restricted or closed one of the accounts you operate with the browser. That outcome is outside our control, and section 14 of the Terms says we do not warrant against it.
• Where the account was terminated for a breach of our Acceptable Use Policy.

None of this limits a statutory right you have as a consumer, including your rights if the digital content supplied was faulty or not as described.

6. Free plan and trials

The Free plan costs nothing and needs no payment method, so there is nothing to refund. You can use Argus on it for as long as you like.

7. Refunds of crypto payments

Everything above applies whichever way you paid. What differs is the mechanics: a cryptocurrency payment cannot be reversed by us, so an approved refund is sent as a new transfer rather than as a reversal of the original one.

We refund the amount in USD that you were invoiced, sent in the same cryptocurrency, to an address you give us in writing. Because exchange rates move, the quantity of coin you receive will usually differ from the quantity you sent; the USD figure on the invoice is the amount owed and is what we settle. Network fees for the refund transfer come out of the amount sent.

Please check the address carefully. A transfer sent to an address you gave us cannot be recalled, and we cannot replace funds lost that way.

8. How to ask

Email support@simnetiq.store from the address on your account, and tell us which purchase you mean and what went wrong. We aim to answer within two working days. Approved card refunds go back to the original payment method; how quickly they appear is up to your bank, and is usually five to ten working days. Crypto refunds are sent as described in section 7.

9. Chargebacks

If something has gone wrong, please talk to us before raising a chargeback — it is faster, and we would rather fix it. Raising one does not affect any statutory right you have. There is no chargeback mechanism for a cryptocurrency payment, which is another reason to write to us: section 7 is the only route back for those, and we do use it.

10. Model cancellation form

If you wish to exercise the withdrawal right in section 3, you may copy the text below into an email to support@simnetiq.store or a letter to Simnetiq Ltd, 2 Frederick Street, Kings Cross, London, WC1X 0ND, United Kingdom. Any clear statement that you are withdrawing works just as well.

• To: Simnetiq Ltd, 2 Frederick Street, Kings Cross, London, WC1X 0ND, United Kingdom, support@simnetiq.store
• I hereby give notice that I withdraw from my contract for the supply of the following service: [plan name and term]
• Ordered on: [date]
• Name of consumer: [your name]
• Address of consumer: [your address]
• Email address on the account: [email]
• Date: [date]