1. The trial
Every new account gets 7 days free with the whole product switched on. No card is taken, so there is nothing to cancel and nothing to refund. If you do nothing, measurement stops at the end of it and everything you collected stays where it is.
2. Cancelling a plan
Cancel any time from inside the product, under Plan, then Card and invoices. It takes effect at the end of the month you have already paid for — nothing is cut off early.
After that, measurement stops. Your account stays open and you can still read everything already collected, and starting a plan again resumes measurement from that moment.
3. Refunds
Plans are monthly and paid in advance. Because you keep the service to the end of the period you paid for, we do not refund the unused part of a month.
We do refund in these cases:
- You were charged twice for the same month, or charged after cancelling.
- You were charged the wrong amount or in the wrong currency.
- The service was unavailable for a substantial part of a month for a reason on our side.
- We ended your account for a reason that was not a breach of the terms by you.
Where a refund is due it goes back to the card that paid, through Stripe. Banks usually take five to ten working days to show it.
4. Asking for one
Write to billing@dewiride.com with the email address on the account and the invoice or charge in question. We acknowledge every request within one working day and give you a decision within five.
5. If you disagree with a charge
Please write to billing@dewiride.com before asking your bank to reverse a payment. Almost everything is faster to fix directly, and a reversal suspends the account automatically while it is investigated.
If we cannot settle it between us, escalate to grievance@dewiride.com within 30 days. We acknowledge within 48 hours and answer within 15 days.
6. Changing plan
You can move between plans at any time from inside the product. Stripe works out the difference for the rest of the month and puts it on your next invoice, so moving up costs the difference rather than a whole month.