Refund Policy

We want istPositive to be useful. If a subscription is not the right fit, here is how refunds work.

1. Subscriptions (monthly & annual)

• 14-day no-questions refund from the date of the first charge on a new subscription.
• Annual plans: after the 14-day window, refunds are pro-rated — we refund the unused full months remaining in the term, less any discount that was conditional on the annual commitment.
• Renewals: subsequent renewal charges are not automatically refundable, but you can cancel any time to stop future renewals. We will consider renewal refunds in good faith when the renewal was clearly accidental (e.g. you cancelled but our system did not register it).

2. Single-use reads

Single-use reads are refundable only if the analysis never ran (for example, an upload error or a server failure prevented us from returning a result). Once a reading has been delivered, the work has been performed and the charge stands.

3. EU 14-day right of withdrawal

If you are a consumer in the EU, you have a statutory right under Directive 2011/83/EU to withdraw from a distance contract within 14 days. This right applies in addition to our 14-day no-questions policy. To exercise it, email support@istpositive.com with the subject line WITHDRAWAL.

Note: by ticking the consent box and starting a scan, you expressly request immediate performance of the service. To the extent the service has been fully performed (a reading delivered) before the 14 days expire, you acknowledge the loss of the right of withdrawal for that specific scan, as permitted by Art. 16(a) of the Directive. Subscription refunds are unaffected.

4. How to request a refund

1. Email support@istpositive.com with the subject line REFUND and the email address on your account, or
2. Open the Stripe customer portal from your account page and cancel the subscription. Refund requests submitted via the portal are routed to us.

We aim to respond within 3 business days and to settle approved refunds within 5–10 business days, depending on your card issuer.

5. Chargebacks

Please contact us first. We will almost always sort it out faster than a chargeback, and chargebacks add bank fees that affect our ability to keep prices low.

6. Related

See our Terms of Service and Privacy Policy. For pricing, visit the pricing page.