Refunds

Here's how refunds work in Safe Foundry — both the credits we return automatically and the payment refunds our team can help with.

Credits are only spent on real work

Reading an SDS reserves credits up front, then settles against what the job actually costs. If less is used than reserved — including when an extraction doesn't complete — the difference is returned to your balance automatically. There's nothing to claim, and you're only ever charged for the work that's done.

If an assessment fails or looks wrong, just try again — you won't be charged for a run that didn't produce a result.

Payment refunds

For a refund on a subscription payment or a top-up pack, contact our support team and we'll take a look.

• Refunds can be issued within 14 days of the original payment. After that, we're no longer able to refund it.
• Money is always returned to the original payment method.
• Because top-up and plan payments add credits to your account, a refund also removes the credits that payment added.

Refunds only apply to unused credits

A payment can only be refunded while the credits it added are still on your account and unused. A refund takes those credits back, so once they've gone that payment can no longer be refunded:

• Used — once you've spent any of the credits a payment added, that payment is no longer refundable, even if some are left over.
• Expired or reset — top-up credits expire 6 months after purchase, and monthly plan credits reset at each renewal. Once a payment's credits have expired or reset, that payment can no longer be refunded.

Refunding a subscription payment also ends the subscription and moves your organisation back to the Basic plan.

How to request a refund

1. Open the Help Centre and choose Contact support at the bottom.
2. Tell us which payment you'd like refunded and why — the account email and roughly when you were charged help us find it fast.
3. We'll confirm by email once it's done. Refunds usually appear on your statement within a few working days, depending on your bank.

Please don't include card numbers or other sensitive payment details in a support message — we can find the payment from your account.