Last updated September 26, 2026. When a charge is refundable, when it isn't, and how to ask.
Short on time? Drag the scene or pick a step to see whether your charge qualifies and exactly what to send. The plain-language policy follows, and plan scope is explained on the Pricing page.
A Snapshot Audit is a single complete pass and is not refundable once it has run, even when the result is clean. Recurring plans renew automatically and cancellation takes effect at the end of the current cycle, with no proration.
We refund a charge, in whole or in part, if you were billed in error, a technical failure on our side meant no scans ran at all during a paid period, or applicable law gives you a right to one. A quiet cycle with zero cases found is not a reason.
Write to the billing contact with your invoice number and what happened. For cancellation, email the general contact instead. Please contact us before filing a bank dispute; most issues are resolved faster by email.
We look into the charge and reply to confirm what will happen, and by when. Enterprise and custom-quoted plans follow the terms in your signed quote or invoice where those differ from this page.
Once confirmed, the refund goes back to the original payment method through Airwallex within 5 business days of confirming.
A Snapshot Audit is a single, complete pass across your branded keywords, delivered as a full case file — including a clear result confirming nothing turned up, if that's what a pass finds. The price covers running that work, not a fee per problem found, so once the audit has run, the charge is not refundable, including when the result is a clean one.
These plans renew automatically on the cycle agreed at signup. There's no lock-in: you can cancel at any time from your workspace or by emailing [email protected], and cancellation takes effect at the end of the current billing cycle. We don't prorate or refund the cycle you've already paid for, and a quiet cycle with zero cases found doesn't entitle you to a refund — price is set by scope (keywords, regions, devices, brands), not by how many cases a scan turns up. Enterprise and other custom-quoted plans follow the cancellation and refund terms in your signed quote or invoice where those differ from this page.
We'll refund a charge, in whole or in part, when:
To ask for one of these, email [email protected] with your invoice number and what happened. We investigate and, once confirmed, refund the original payment method through Airwallex within 5 business days of confirming.
Please contact us first if something looks wrong on a bill — most issues are resolved faster by email than by a bank dispute. If a chargeback is filed directly with your card issuer, we may pause the workspace it relates to while the payment provider resolves it.
Email [email protected] for cancellation, or [email protected] for a billing question or refund request. We reply and confirm what will happen, and by when.
Short answers, taken straight from the policy above. See the Terms of Service for the wider agreement.
Email the billing contact with your invoice number and a description of what happened. We investigate and, once confirmed, refund the original payment method through Airwallex within 5 business days of confirming. Please contact us before filing a chargeback, as email is usually faster than a bank dispute.
BrandPatrol refunds a charge, in whole or in part, when you were billed in error (a duplicate charge, wrong amount or subscription created by mistake), when a technical failure on our side meant no scans ran during a paid period, or when applicable law gives you a right to a refund.
No, not once the audit has run. A Snapshot Audit is a single complete pass delivered as a full case file, and the price covers running that work, not a fee per problem found. The charge stays non-refundable even when the audit confirms that nothing turned up.
No. Price is set by scope (keywords, regions, devices and brands), not by how many cases a scan turns up. A quiet billing cycle with zero cases found doesn't entitle you to a refund, and the cycle you have already paid for is not prorated.
Cancel any time from your workspace or by emailing the general contact. Cancellation takes effect at the end of the current billing cycle, and there is no lock-in. Enterprise and custom-quoted plans follow the cancellation terms in your signed quote or invoice where those differ.
We may pause the workspace the payment relates to while the payment provider resolves the dispute. Please contact us first if something looks wrong on a bill, because most billing issues are resolved faster by email than by a bank dispute, and we can confirm what will happen.