Refund policy

• It applies to the first payment you make on a paid plan, on Solo, Studio or Agency.
• It applies whether you pay monthly or yearly, and the refund is for the whole amount. A yearly plan refunded on day 29 is refunded in full.
• The 30 days run from the date of the charge, not the date you signed up. A free trial doesn’t eat into the window.
• When we refund you, the workspace comes off the paid plan. You can export your data first; just say so in your email.
• One guarantee claim per customer.

Solo and Studio start with a 14-day free trial, so you get the full plan before anything is charged. Cancel inside the trial from the billing page and you pay nothing, which means there’s nothing to refund.

Agency is billed from day one. The 30-day guarantee is what covers you there.

You can cancel at any time from the billing page. Cancelling stops future charges: it takes effect at the end of the paid period you’re currently in, and you keep access until then. We don’t pro-rate partial months or partial years.

If you want the money back rather than simply stopping the next charge, that’s a refund request, and the guarantee above is how it works.

The guarantee covers your first payment. After that, cancel before your renewal date to avoid the next charge.

If a renewal caught you out, email us anyway. Charges taken after you meant to cancel, duplicate charges, or a renewal on a workspace nobody has opened in months are all things we’d rather sort out directly than have you dispute with your bank. We look at these case by case and we’re not precious about it.

Nothing in this policy reduces the rights you have under the law. Where the law gives you more than this policy does, the law wins.

If you’re a consumer, meaning you’re buying wholly or mainly outside a trade, business or profession, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from entering the contract to cancel. Because Bugpot starts working the moment you subscribe, you’re asking us to begin the service inside that period. You can still cancel within those 14 days, and we’ll refund what you paid less the value of what you used. In practice our 30-day guarantee is both longer and more generous, so it’s usually the better route.

If you’re buying through a business, which covers most agencies, studios, limited companies and freelancers using Bugpot for client work, that statutory 14-day right doesn’t apply to you. The 30-day guarantee still does. We deliberately don’t ask which category you fall into before honouring it.

Separately, under the Consumer Rights Act 2015 a digital service has to be as described, of satisfactory quality, and supplied with reasonable care and skill. If Bugpot genuinely doesn’t do what we said it does, your remedies aren’t limited to 30 days, and we’d want to hear about it regardless.

We’d rather be upfront about the short list of cases where we may decline:

• Repeat claims, for example refunding one workspace and then signing up again for the same guarantee
• Accounts we’ve closed for a serious breach of the acceptable use rules
• Charges older than 30 days, where no statutory right or billing error applies

If we do decline, we’ll tell you why rather than leaving you guessing.

Email hello@bugpot.io from the address on the account and tell us which workspace it’s about. You don’t have to give a reason, though if something specific went wrong we’d like to know so we can fix it.

We aim to reply within two working days and to process approved refunds within five. Because Polar took the original payment as our reseller and merchant of record, the refund is issued through them, back to the payment method you used. Any tax charged at checkout is refunded with it. How quickly the money appears is down to your bank or card issuer, typically five to ten working days after we process it.

You can also request a refund from Polar directly using the customer portal link on your receipt. Either route reaches us.

Please email us before raising a chargeback with your bank. A chargeback takes weeks, costs us a fee whatever the outcome, and locks the account while it’s open. If you’re owed the money under this policy, emailing gets it back to you faster.

When we change this policy we’ll update the date at the top. Any change applies to charges made after that date. The version of the guarantee that was in place when you paid is the one that applies to that payment.

This policy is offered by Red Frog Studio, of Suite RA01, 195-197 Wood Street, London, E17 3NU, United Kingdom. Full trader details are in our terms. Questions about a charge, a refund, or anything else go to hello@bugpot.io.