Refund

Refunds are limited to the new-subscription grace window and verified billing errors. Routine renewals and unused visit pool are not refunded. Contact support with your access key — not an email address stored on the account.

New-subscription grace window

When you start a new subscription at /pricing, checkout displays a short grace window for requesting a full refund if the service cannot work for your site as documented. The exact duration appears on the confirmation screen. To qualify, contact support within that window through the Help page, provide your access key, and describe the technical blocker.

Grace refunds address concrete failures: the script cannot be installed on your stack, beacons never reach the server despite correct setup, or the dashboard never loads after a valid login. They are not for general regret after reading the Features catalog or for deciding the visit allowance is smaller than you hoped. Those facts are visible before purchase.

Requests filed after the grace window closes are outside the automatic policy. Support may still review exceptional cases, but you should not expect a refund simply because time passed.

What is not refunded

Renewals for periods that already started are not refunded. If you intended to cancel before renewal, use account settings during the prior period to schedule cancellation at period end. Missing that step is not treated as a billing error.

Unused visits within an active period are not refunded partial amounts. The pool was available whether you used five percent or ninety-five percent. Low-traffic months are explained in the Non-Use help article — they do not create credits.

Canceling stops future renewals; it does not rewind charges for days already elapsed in the current period. The read-only window after cancellation is the window to copy data, not a basis for retroactive refunds.

Billing errors

A duplicate charge, a charge you did not authorize, or a charge that does not match the single plan price shown on /pricing qualifies as an error to investigate. Contact support with your access key, the approximate charge date, and the amount. Do not paste full card numbers into support messages.

Payment details are handled by the external processor on its own infrastructure. StatelessID receives authorization results, not a mailbox for your receipts. If the processor emailed you a receipt, that message lives in your inbox — StatelessID does not store operator email for login or support lookup.

Report discrepancies quickly. An accidental checkout you notice within hours is easier to verify than a charge questioned weeks later.

How to request a refund

Use the Help page contact path on statelessid.com. Identify the account with your access key. State whether you are claiming grace-period failure, a billing error, or an exceptional circumstance. Include dates and amounts sufficient for support to locate the transaction through merchant records.

Approved refunds return through the original payment method. Timing depends on card networks and banks. Support confirms when the refund is issued. If nothing appears after a reasonable window, check with your bank before opening a second ticket.

Refunds do not restore deleted accounts. If you canceled, passed the read-only window, and then request a refund for an older charge, account data is already gone. Refund policy and data retention are separate tracks.

Troubleshooting

If you missed the grace window by a day or two but the underlying issue is a genuine technical failure described in Help, contact support anyway with your access key and a clear reproduction. Policies aim at fairness, not stopwatch games.

If you completed checkout unintentionally, report it immediately with your access key. Fast reports strengthen accidental-purchase claims. Waiting until after heavy dashboard use weakens them.