Refunds & Cancellations

How to cancel

Cancel through the Stripe customer billing portal when the cancellation option is available. You can also email [email protected] for assistance. Submit cancellation before the next renewal date to avoid another monthly charge.

Cancellation is intended to prevent future renewals while paid access continues until the end of the current already-paid billing period. The Stripe portal displays the effective date before confirmation because its production cancellation configuration is managed in Stripe. If the portal shows immediate cancellation or another unexpected date, do not complete the action and contact support.

First month guarantee

If no variation is approved and signed during your first paid month on a ScopeLock subscription, ScopeLock will refund that first month's subscription charge in full on request. Email [email protected] within 30 days of the end of that first paid month and quote the account email.

This applies once per business, to the first paid month of a first subscription. It covers the subscription charge only: any pay-as-you-go per-approval charges already incurred are separate and are not refunded under this guarantee, because those are only ever charged when a customer has in fact approved a variation. Using the service and having variations approved during the month means the guarantee does not apply.

Change-of-mind refunds

Apart from the first month guarantee above, ScopeLock does not normally provide a partial-month refund or credit when a customer changes their mind or stops using the service partway through an already-paid monthly billing period.

When a refund may be considered

Refund requests will be considered where required by the Australian Consumer Law and in cases such as a duplicate charge, an incorrect charge or a verified service failure. Nothing on this page excludes rights or remedies that cannot lawfully be excluded.

Requesting a billing review

Email [email protected] and include:

• The ScopeLock account email
• The date of the charge
• A brief description of the problem
• Any non-sensitive information that helps identify the charge

Do not email a full payment card number or password. Replies within one business day. That target is for acknowledging the request; investigation and resolution may take longer.