Refunds

If a new BioFRQ subscription is not right for you, tell us within 14 days of the first charge and we will refund it in full. You can cancel at any time, and cancelling stops the next charge.

The rest of this page sets out the detail: what the 14 days covers, how prepaid usage credits are treated, and how to make the request.

Paid plans (Pro and Enterprise) are charged at the start of each billing period. On a new subscription, the first charge is refundable in full if you request it within 14 days of that charge. You do not have to give a reason, and we do not deduct for calls you made while evaluating the service.

Refunding the first charge closes the subscription. Your account returns to the Free plan and the API keys on it keep working at Free-plan limits.

Renewal charges are treated differently. A renewal is a charge you can see coming: the renewal date is shown in the dashboard, and we email you before it happens. The remedy for a renewal you do not want is to cancel before it is taken, which you can do at any time in one click. Renewal charges are therefore not routinely refunded.

That is our policy, not a hard limit. If a renewal caught you out — you had stopped using the service, the notice went to an inbox nobody reads, something else went wrong — write to us and we will look at it. We would rather resolve it than argue about it.

Cancel from the dashboard at any time. There is no cancellation fee, no notice period, and no phone call.

Cancelling takes effect at the end of the period you have already paid for. You keep full access, and your plan's rate limits and included allowance, until that date. We do not cut service off part way through a period you have paid for.

Prepaid usage credits are a separate purchase from a subscription. They cover API usage beyond your plan's included allowance, and they do not expire for 12 months from the date of purchase.

Credits are non-refundable except where the law requires otherwise, because they are consumed as you use them and we cannot un-spend them. Unused credits stay on your account and remain usable for the rest of their 12 months, including after a subscription is cancelled.

One exception we apply as a matter of course: if credits were bought by mistake — a duplicate purchase, or the wrong amount entered — tell us before they are spent and we will refund them.

Email hello@biofrq.com from the address on the account, and tell us which charge you mean. You can also reply directly to the receipt email you were sent when the payment was taken.

We aim to answer within two business days. Approved refunds are returned to the original payment method. How long the money takes to appear is set by your bank or card issuer, not by us — typically five to ten business days.

• Charges on an account suspended or terminated for breach of our Acceptable Use Policy.
• The unused portion of an annual prepay plan where you terminate early, unless we are the party in breach.
• Enterprise agreements, which are refunded per the terms of the order form rather than this page.
• Taxes already remitted to a tax authority, where that authority does not permit them to be reclaimed.

BioFRQ subscriptions and credits are sold through Paddle, which acts as Merchant of Record. Paddle is the seller on the transaction, and it appears as the merchant on your card or bank statement.

This does not change anything above. The 14 days is what we commit to, and we action refund requests through Paddle on your behalf. Paddle also operates its own buyer protection under its own terms — where those give you more than this page does, they apply on top of it. Nothing here limits them.

This policy sits alongside our Terms of Service. Where the two describe the same thing, the Terms control.