Refund Policy

Credit you purchase is non-refundable. Because every account gets free credit each month, you can evaluate the service fully before paying us anything.

This does not apply to a billing error on our side. If we charged you twice, or charged you for work that did not run, we will put it right. Any refund has to be started within 30 days of the payment, which is a limit set by the card networks and our payment provider, not by us.

Payments are handled by Dodo Payments, which acts as the merchant of record. That means Dodo Payments is the seller of record for the transaction, issues the invoice, and calculates, collects and remits any VAT, GST or sales tax due in your country.

Charges appear on your card or bank statement as DODO_TRUSCAN, not as Truscan. If you see a charge you do not recognise, look for that descriptor before contacting your bank. Raising a dispute for a charge you actually made costs us a fee we cannot recover and suspends your account while it is investigated.

Refunds are issued to the original payment method, in the original currency, and any tax charged is adjusted automatically.

Every account receives free credit every month, with no card required. It renews whether or not you ever top up. The rate card and the worked example on our pricing page tell you what a request costs before you run it, and the dashboard shows the charge for every call you have made.

We would rather you spent the free credit and decided we were not a fit than paid us and asked for it back.

Credit is delivered to your balance immediately on payment and can be spent immediately. Once purchased it is not refundable and not exchangeable for cash, and unused credit is not returned if you later delete your account.

Credit does not expire while your account is open.

Consumer law in the European Union and the United Kingdom normally gives you 14 days to withdraw from a distance contract. Because credit is digital content supplied immediately, by completing a top-up you expressly request immediate performance and acknowledge that you lose the right of withdrawal once the credit has been added to your balance.

If you top up and have not spent any of that credit, write to us within 14 days and we will refund it. Your statutory rights where the service is faulty or not as described are unaffected by anything in this policy.

Several things that other providers bill for are free here, which removes the most common reasons a refund would be asked for:

• A response served from cache costs nothing, because it cost us nothing to produce.
• A page that failed to load is not billed, and neither is a page read only to rank the ones you asked for.
• The first results of every search are included in the price of the search itself.
• Requests rejected for a malformed query or an authentication failure are not billed.

If you believe you were charged incorrectly, contact us as soon as you notice, and in any event within 30 days of the charge. Include your account email and, if it relates to specific calls, the request identifiers from the response headers.

The 30 day limit is hard. Our payment provider will not process a refund for a transaction older than 30 days, so a claim raised after that can only be settled as account credit, not as money back.

We will review the credit ledger, which records every charge individually, and correct any error by refunding to your original payment method or by crediting your balance, whichever you prefer. We aim to resolve billing queries within five business days.

If we discontinue the service entirely, we will refund unused purchased credit on a pro rata basis. Where a payment is older than the 30 day refund window, we will arrange an alternative method of returning the money. If we close your account for breaching our terms, unused credit is forfeited.

Please talk to us before raising a chargeback. A chargeback costs us a fee whether or not it succeeds, takes months to resolve, and we can almost always settle a genuine problem faster directly. Accounts with an open chargeback are suspended until it is resolved.

Where a chargeback is raised for a charge you did make, we will respond with the record of your account activity, the invoice, and these terms as accepted at checkout.

Billing questions go to support@truscan.co, or use the contact form and pick the billing topic.