Billing, Cancellation and Refund Policy

1. Subscriptions

• Paid plans are billed in advance, monthly or annually, by Stripe, and renew automatically.
• Cancel from Billing in your workspace (the Stripe customer portal). Cancellation stops the next renewal. Your plan stays active until the end of the current period, then the workspace moves to the Free plan. Your surveys and results are kept, within Free plan limits.
• Upgrades take effect immediately; you are charged the prorated difference for the rest of the period.
• Downgrades take effect at the end of the current period.
• Failed payments: if a renewal payment fails, Stripe retries it. If it still cannot be collected, the subscription ends and the workspace moves to the Free plan.

2. Subscription refunds

Fees already paid are not refunded for unused time, including when you cancel or downgrade mid-period. We will refund in full if we charged you in error, if you were charged after you cancelled, or where consumer-protection law gives you a right to a refund. If something went wrong with the service, contact support@surveyhood.com within 30 days of the charge and we will look at it fairly.

3. Response orders

• You pay the quoted total when you place an order. The quote is valid for 72 hours.
• You are charged only for completes that pass quality review. Screen-outs and rejected responses are never billed.
• When an order closes, either because it is complete or because you or we cancel it, any amount for completes not delivered is refunded to your original payment method. Refunds normally reach your account within 5–10 business days, depending on your bank.
• Approved completes are not refundable, because participants have been paid for their time. If you believe approved responses are poor quality, tell us within 14 days of the order closing and we will review them; responses we reject on review are refunded.

4. Contact

Billing questions: support@surveyhood.com. Enterprise contracts follow the billing terms in your order form.