Summary
- Cancel at any time. Your plan keeps working until the end of the period you have already paid for.
- New subscribers can request a full refund within 14 days of their first payment.
- There is a free plan, so you can evaluate the product before paying anything.
- Refunds go back to your original payment method, via Paddle.com Market Ltd.
1. Cancelling
Open Manage billing on the pricing page to reach your billing portal, where you can cancel, change your payment method or download invoices. You can also email support@testhive.tech and we will cancel for you.
Cancellation takes effect at the end of the current paid period. We do not cut off access the moment you cancel, and we do not charge a cancellation fee. After the period ends your organisation returns to the Free plan; your account, past runs and evidence remain available.
2. The 14-day refund window
If you are new to a paid plan and it is not right for you, email support@testhive.tech within 14 days of your first payment and we will refund it in full. You do not need to justify the request.
This applies to your first payment on a paid plan. It is not intended to be used repeatedly by cancelling and resubscribing.
3. Renewals and partial periods
Subscriptions renew monthly until cancelled. We do not automatically refund a renewal that you meant to cancel, but we are reasonable about it: if you were charged for a period you did not intend to use and have not used it, contact us within 7 days of the charge and we will normally refund it.
Otherwise, part-used periods are not refunded pro rata, because the monthly audit allowance is made available in full at the start of the period.
4. When we will refund outside the window
- The service was materially unavailable for a sustained period during your billing cycle.
- You were charged more than once for the same period, or charged after a confirmed cancellation.
- A change we made materially reduced what your plan provides during a period you had already paid for.
5. When we will not refund
- Audit allowance consumed by scans you chose to run. A completed audit is a delivered service, including when the result is that your site has defects.
- Dissatisfaction with the findings themselves. The platform reports what it observes; it does not guarantee finding every defect, and a clean report is not a warranty that your application is defect-free.
- Accounts suspended for breaching the Terms of Service, in particular scanning targets you were not authorised to test.
- Charges older than six months, except where the law requires otherwise.
6. How refunds are processed
Paddle.com Market Ltd is the Merchant of Record for every TestHive subscription, so refunds are issued by them to your original payment method. Once we approve a refund it is typically initiated within 2 business days, and your bank usually takes a further 5 to 10 business days to show it. Any tax or VAT charged is refunded with the payment.
If you do not recognise a charge, look for PADDLE.NET* on your statement — that is us, billed through Paddle.
7. Statutory rights
Nothing here removes rights you have under consumer law in your country. If local law gives you a longer cancellation or refund right, that right applies.
8. Requesting a refund
Email support@testhive.tech from the address on the account, with the date of the charge. We reply within 2 business days. Full contact details are on the contact page.
