Refund Policy.

01 What You Pay For

A paid Backcandle subscription grants access to the Pro feature set for a fixed 30-day period from the date of payment. The service is digital, delivered instantly, and consumed continuously over the period — there is no shipped good, no staged delivery, and no usage cap that can be left "unused".

Because access is granted in full at the moment of payment, all payments are final and we do not issue prorated refunds for unused days within a paid period.

02 Cancellation

• You can cancel at any time from the Billing page — one click, no email-us-to-cancel.
• Cancellation stops the next renewal. Your Pro access stays active until the end of the current paid period.
• When the paid period ends, the account automatically reverts to the Free plan. No further charges occur.
• You can resubscribe at any time; previous session data, journal notes, and analytics remain intact.

03 When We Do Issue Refunds

We will issue a full refund in the following situations:

• Duplicate charge — you were billed more than once for the same period due to a payment-processor error.
• Service outage — Backcandle was materially unavailable for a sustained portion of your paid period due to a fault on our side (not third-party data-feed gaps, browser issues, or scheduled maintenance under one hour).
• Unauthorized charge — payment was made without the account holder's consent and reported within 30 days.
• Statutory rights — where mandatory consumer-protection law in your jurisdiction grants you a refund that overrides this policy.

To request a refund under any of the above, contact us via the Contact page with your account email and the payment reference. We aim to respond within 5 business days.

04 Chargebacks

If you believe a charge is incorrect, please contact us first — we can almost always resolve it faster than your card issuer can. Opening a chargeback without first contacting us may result in the associated account being suspended pending resolution, as chargebacks incur fixed fees regardless of outcome.

05 Free Plan & Trials

The Free plan is, and remains, free — nothing to refund. Backcandle does not currently run paid trials; any promotional access granted at zero cost is similarly non-refundable because no payment was made.

06 Changes to This Policy

We may update this policy from time to time. Material changes will be communicated via the Changelog and, where possible, by in-app notification. The policy in effect on the date of your payment governs that payment.

07 Contact

Refund requests, billing questions, and disputes: Contact us. Related documents: Terms of Service, Privacy Policy.