Refund Policy

Decide with the demo, not with a refund

Each new account gets a one time demo of up to 500 sessions or 7 days without AI features. It runs on your own site, so you see real replays and heatmaps before choosing a plan. Buying a plan after the demo is a request to start the paid service straight away.

What we never refund

• A change of mind after the plan was charged.
• A period in which the tracking snippet was not installed, was removed, or recorded fewer sessions than the plan allows.
• Insights, AI summaries or interview findings that did not lead to the result you hoped for, while the features worked.
• A renewal charged on its date because the subscription had not been cancelled.
• A plan bigger than your traffic needed, or yearly billing chosen instead of monthly.
• The unused part of a month or a year after cancelling.
• Recording paused because the session limit of the plan was reached.

The three exceptions

• Duplicate charge on our side. When a fault in our billing charged the same account twice for the same period, the second charge is returned.
• Charge you never authorised. When your card was used for UserExplorer without your consent, report it within 14 days of the charge. We check the account log and the payment record, then refund a charge that was not yours.
• Total service failure. When recording and the dashboard were unavailable for a long period because of our fault, and you reported it while it lasted, we may refund the share of the period that was lost.

Any refund is limited to the amount paid for the affected period and is returned to the card used for the payment. Send the request from the email address of the account owner within 14 days of the charge, with the date, the amount and the invoice number if you have it.

Cancelling

You can cancel at any time in the billing portal. Cancelling stops the following renewal; it does not reverse a payment already taken. Recording and the dashboard stay available until the paid period ends, and the remaining days are not paid back.

Renewals and retried payments

Plans renew automatically for the same term until cancelled. If a renewal payment is declined, the payment provider may attempt the charge again over the following days. A renewal paid on one of those later attempts is treated as a normal renewal.

Records we keep for billing questions

We keep the date and time you accepted the Terms of Service, an activity log of the account (sign ins, projects, installed snippets, recordings and AI analyses) and the payment record kept by the payment provider, including the outcome of any 3D Secure check.

Chargebacks

Please write to us before going to your bank. A chargeback for a service that was delivered, opened without contacting us first, breaches the Terms of Service. The account is closed and the bank receives the records listed above.

Consumers in the EU and the UK

UserExplorer is a service for businesses. If consumer law applies to your purchase anyway, by subscribing you ask for the service to start immediately and you acknowledge that the 14 day right of withdrawal ends once it has started. Rights that the law of your country does not allow to be waived still apply.

Purchases before this policy

Payments made before October 14, 2026 stay under the terms that applied when they were made.