Refund Policy
This page explains refund rules for each purchase type. Refunds require manual review: the system estimates the amount first, and the review result is final. Approved refunds are returned to your original payment method; arrival timing follows the payment channel.
Last updated: 2026-09-09
Can I request a refund?
Only orders that still have unused value and haven't been settled are eligible. Each order shows whether it's refundable.
How much can I get back?
Unused credits and unused time are calculated per the rules, minus a processing fee of 5% of the order amount. Orders are non-refundable when the refundable amount would be less than the fee.
How long does it take?
Review takes 1–2 business days. After approval, the payment channel processes the refund to your original payment method (estimated 5–10 business days).
Refund rules
Subscription · Monthly (within 14 days)
Requested within 14 days of activation, with unused credits in the current month.
Based only on the unused credit ratio, not elapsed time. Example: $89 / 500 credits, 100 used → gross refund = $89 × (400 ÷ 500) = $71.20.
5% of the order amount: $89 × 5% = $4.45.
$71.20 − $4.45 = about $66.75.
Monthly credits fully used; billing period ended; order settled; refundable amount less than the fee; the same order was already refunded.
Subscription · Monthly (after 14 days)
Requested after the first 14 days and before the current subscription month ends, when the refundable amount exceeds the fee.
Remaining ratio = 1 − days elapsed ÷ period days − credits used ÷ monthly credits; gross refund = amount paid × remaining ratio.
$89 / 500 credits, day 20 of a 30-day month, 50 used → remaining ≈ 23.3%, gross refund ≈ $20.77.
5% of the order amount: $4.45.
$20.77 − $4.45 = about $16.30.
Current month ended; order settled; credits fully used; remaining value minus the fee ≤ 0; the same order was already refunded.
Subscription · Annual
Requested during the annual term while remaining value exists and the refundable amount exceeds the fee.
① Fully consumed months are charged at the monthly list price (Lite $39/mo, Standard $89/mo, Professional $299/mo);
② The current month is prorated by days elapsed and credits used;
③ Once the remaining value can no longer cover the fee, nothing is refundable (about 10.7 months in).
If requested within the first 14 days of the first month, only the unused credit ratio is used; the 14-day rule applies once per order.
5% of the order amount, e.g. Standard annual $948 × 5% = $47.40.
Order settled (e.g. replaced by a new renewal order); no remaining value; refundable amount less than the fee; already refunded.
Credit packs
Unused credits may be refunded proportionally when the refundable amount exceeds the fee.
Gross refund = amount paid × (unused credits ÷ purchased credits), minus the processing fee.
$79 / 500 credits, 300 remaining → gross $47.40; fee $3.95; refund about $43.45.
5% of the order amount ($79 × 5% = $3.95).
When you have several packs, they're used in the order you bought them; refunding one pack only refunds its unused portion. Unused credits are removed after a refund.
Credits fully used; refundable amount less than the fee; the same pack was already refunded.
Project packs (permanent)
Not refundable.
A purchase immediately increases your project capacity limit and cannot be refunded.
Not applicable.
Engine add-ons (permanent)
Not refundable.
Engine add-ons are account-level permanent entitlements: non-refundable once purchased, unaffected by plan changes, and still usable on the Free plan (you can't buy new ones while on Free). Engine add-ons only widen your monitoring inside SourceSight; they aren't affiliated with, and don't include, the engine vendor's own products, subscriptions, accounts or apps. After buying individual engine add-ons, the 6-engine bundle is completed at $249 minus the list price of engine add-ons you already own; once your engine add-on purchases total $249, the remaining engines are free, and we don't refund what you've already paid.
Not applicable.
Other information (not refunds)
Plan change (to a lower plan)
Only same-cycle downgrades are supported: monthly → monthly and annual → annual; you may move across tiers within the same cycle (Professional monthly → Lite monthly). Monthly → annual and annual → monthly are not supported.
At the start of the next subscription month; it can't be undone once submitted.
Changing to a lower monthly plan has no price difference.
Changing to a lower annual plan calculates and processes the remaining months' price difference on the effective date (no processing fee; manual processing expected within 48 hours; after review it is handled by the payment channel and returned to the original payment method).
Moving from monthly to an annual plan, or from annual to monthly, is not supported directly. Request a refund for your current subscription and purchase the target plan again, or purchase it when your current subscription ends.
Plan changes are not available while a canceled subscription remains active until its period end; you can purchase a new plan after it ends.
The change can't be undone once submitted; you keep your current plan until the change takes effect.
Plan change (to a higher plan)
Immediately after the price difference is paid.
The remaining subscription period is charged the prorated difference, calculated automatically by the payment platform.
Credits already used this month are deducted from the new plan's monthly credits; the change does not grant extra credits.
Only same-cycle upgrades are supported: monthly → monthly and annual → annual; you may move across tiers within the same cycle (Lite monthly → Professional monthly). Switching between monthly and annual is not supported directly.
This change does not create a refund. If you selected the wrong plan, use the refund rules above for the relevant subscription.
After a refund
After the refund is approved and processed by the payment channel, the corresponding value/rights are revoked: a subscription refund returns the plan to Free, and a credit-pack refund removes the unused credits.
After a subscription refund is approved, other separately purchased and unrefunded items (such as credit packs, project packs or engine add-ons) are not affected.
Refund process and timing
- 1Open the Billing page, find a refundable order and submit a request (you may add a reason)
- 2The estimate and processing fee are shown; your request enters manual review (1–2 business days)
- 3After approval, the payment channel processes the refund for the calculated amount
- 4The refund is returned to your original payment method; arrival timing follows the payment channel (estimated 5–10 business days)
- 5You can cancel a request before review ends; the same order cannot be refunded twice
Other notes
- Collected taxes (if applicable) are returned with the refund by the payment channel and are not calculated separately.
- If the original payment method is unavailable, we will confirm an alternative with you.
- We may update this Policy from time to time. If a material change occurs, we will notify you via in-app notification or the email address on your account, and update the date at the top of this page. Your continued use of the Service after the change takes effect constitutes acceptance of the updated Policy; where applicable law requires separate consent, we will obtain it as required.
- The final right of interpretation of this policy belongs to the SourceSight team.
FAQ
Why is the processing fee 5% of the order amount?
Payment channel costs are based on the order amount, not the refund amount, so the fee is a flat 5% of the order amount, paid by you. If the refundable amount would be less than the fee, the order is not refundable. To avoid loss, you can continue using the value within the order's validity period.
Can I continue using the service after a refund?
Yes. A refund only covers the unused portion. A subscription refund does not affect other separately purchased, unrefunded permanent items (such as credit packs, project packs or engine add-ons); it only affects the current plan. Rights covered by the refund can't be used afterwards: unused credits are removed, and a subscription refund returns your plan to Free, while free-plan capabilities remain available.
Why does an order show “Not refundable”?
Orders that are fully used, settled, already refunded, have a refundable amount below the fee, or belong to a non-refundable type (such as project packs) are not refundable; the order page shows the reason.