Refund Policy

LAST UPDATED 18 AUGUST 2026

This policy states when Rax refunds payments for Trawl subscriptions and how cancellation works. It forms part of the Terms of Service.

The Free tier

The Free tier permits evaluation of the Service before purchase: five searches per month, with no card and no time limit, drawing on the same data as paid plans.

First-payment refunds (14 days)

The first payment on a plan is refunded in full on request made within 14 days of that payment. No reason is required. Send the request to [email protected] from the email address on the account.

The window applies to the first payment on each plan. On an upgrade from Starter to Pro, the first Pro payment carries its own 14-day window.

A full refund ends the plan it paid for: the subscription is cancelled and the account returns to the Free tier. Data is retained, subject to the Free tier’s limits.

Renewals

Subscriptions renew automatically. Renewal payments are non-refundable except in the following cases:

• Unintended renewal. If you notify us within 7 days of the charge and no searches were run in the new period, the renewal is refunded.
• Material service failure. Where a significant outage or defect prevented use of the Service during a paid period, the affected period is refunded.

Yearly plans

Yearly plans carry the same 14-day first-payment refund as monthly plans. After 14 days, cancelling a yearly plan stops its renewal but the remainder of the year is not refunded pro rata. The annual discount is given in exchange for the annual commitment.

Cancellation

You may cancel at any time from Settings. Access continues until the end of the period already paid for, after which the account reverts to the Free tier.

Cancellation is not a refund. It stops the next charge; it does not return the last one. A refund must be requested separately under the terms above.

Data is not deleted on cancellation or downgrade. It is retained subject to the Free tier’s limits and is available again on resubscription.

Account deletion is distinct from cancellation: deletion cancels the subscription immediately and the unused remainder of the paid period is forfeited. To use the remainder of a paid period, cancel first and delete the account when the period ends.

Downgrades

A downgrade from Pro to Starter takes effect at the next renewal. The difference for the period already paid is not refunded; Pro remains active until the renewal date.

Exclusions

The following are not refunded:

• Periods of non-use, beyond the cases stated above.
• Accounts terminated for breach of the Terms of Service.
• Charges older than 90 days, except where the Terms of Service require a refund.

Statutory rights

Consumers in the UK and EU have a statutory 14-day right to cancel a distance contract. This policy is at least as generous, and nothing in it removes that right or any other statutory right.

Processing of refunds

Refunds are issued through Stripe to the original payment method within 5 working days of being agreed. Banks typically post the credit within a further 5 to 10 working days.

Chargebacks

Contact us before disputing a charge with your card issuer. Accounts with an open chargeback may be suspended until the dispute is resolved.

Contact

Refund and billing enquiries: [email protected].