Payments are final
Every Trademarking plan is a subscription that gives your workspace access to the service, with the limits listed on the pricing page, for one month or one year. The full access for the period is made available the moment the period starts. The price is for that access, not for the number of searches, filings or alerts you actually use, so a payment for a period that has started is not refunded.
You can see the product before you pay: an anonymous check on the home page shows the registration likelihood and the closest conflicts, and every plan, limit and price is published on the pricing page. You can cancel at any time, and nothing is charged after you cancel.
Your right of withdrawal as a consumer in the EU
If you are a consumer in the European Union, you normally have 14 days to withdraw from a contract made online. For a digital service, that right ends once the service has started with your express consent and your acknowledgement that you lose the right of withdrawal. At checkout you ask us to start the service immediately and confirm that acknowledgement, so the right of withdrawal ends when your plan is activated. Business customers do not have a statutory right of withdrawal.
Situations that do not lead to a refund
- You changed your mind or no longer need the service.
- You did not use the service, or used less than your plan allows, during a paid period.
- You forgot to cancel before a renewal date, or cancelled after a renewal was charged.
- You picked the wrong plan or billing period. You can move to a higher plan at any time, and a lower plan takes effect at the next renewal.
- A registration likelihood or similarity score did not match the decision of an office or of another owner. Scores are estimates, as explained in the terms of service.
- An office refused, delayed or opposed an application, or an office fee changed.
- Fees charged by a partner attorney or lawyer you engaged, or official fees, which are not paid to us.
- A renewal that went through after one or more failed payment attempts. The period had already started and the payment for it was due.
- Unused time after you cancel. Access runs to the end of the paid period and is not pro-rated.
The three exceptions
We refund a charge, in whole or in part, only in these cases, and only when our records and those of the payment operator confirm them.
Duplicate charge
A fault in our billing charged you twice for the same plan and the same period. We refund the extra charge.
Proven unauthorised charge
Your card was used without your permission, you tell us within 14 days of the charge, and the transaction records support it. A statement alone is not sufficient; the evidence decides. We may ask you to confirm that you reported the misuse to your card issuer.
Total failure of the service
A confirmed fault on our side made the service completely unusable for a continuous period, you reported it to us while it was happening, and we did not fix it. Slower results, a delay in office data, or problems with your own device, browser or network do not count. The refund covers the affected part of the period.
A refund is paid only to the original payment method and never exceeds the amount you paid for the affected period. One refund does not create a right to another.
How to ask for a refund
Write to [email protected] within 14 days of the charge, from the email address of the account, with the date and amount of the charge and the reason under one of the three exceptions. We check the request against the billing records and reply in writing. Please contact us before disputing a charge with your bank; a chargeback raised without contacting us first breaches the terms of service and leads to the account being closed.
Cancelling and renewals
Cancel at any time in Billing inside your workspace, without contacting us. Cancelling stops all future renewals straight away. Your plan stays active until the end of the period you have already paid for, and your data stays available for export. Cancelling does not refund the current period.
A renewal is charged at the start of each new period. If the charge fails, the payment operator retries it over the following days; these retries collect the same unpaid amount and are not additional charges. Cancelling after a new period has started stops the renewals that come after it, but does not cancel the payment for the period already started. To avoid a renewal, cancel before the renewal date shown in Billing.
Records we keep
For each subscription we keep the date and time of purchase, the plan, price and period shown at checkout, your acceptance of the terms and of immediate performance, the confirmation and renewal emails, and a log of activity in the workspace. The payment operator keeps its own record of each transaction, including the result of bank authentication. We use these records to assess refund requests and disputes.