1. Free trial — nothing is charged
Every new account starts with a 7-day free trial with full access. No credit card is required to start the trial, so there is nothing to refund.
2. Cancelling a paid subscription
You can cancel at any time from your dashboard, or by emailing us. Cancellation takes effect at the end of the current billing period — you keep full access until that date, and no further charges are made. As stated in our Terms of Service, we do not refund partial months.
3. When we do refund in full
We refund without argument in these cases:
- Billing error: you were charged the wrong amount, charged twice, or charged after cancelling.
- Service not delivered: you paid and could not access the Service for a reason on our side. We refund the affected period in full, pro-rata where only part of the period was affected.
Refunds are returned to the original payment method through Airwallex, normally within 5 business days of us confirming the issue. We will tell you the reference number so you can track it.
4. How to request a refund
Email hello@scalesmes.com from the address on your account, quoting your Airwallex payment or invoice reference. We reply within 2 business days with a decision and, if approved, the refund reference.
5. Before you raise a chargeback
Please contact us first. A chargeback takes weeks and freezes the payment while it is investigated — a direct email is normally resolved in a few days, and we would rather fix it for you than have your bank do it.
6. Your statutory rights
Nothing in this policy limits any right you have under mandatory consumer protection law in your jurisdiction. If local law gives you a stronger refund right than this policy, that right applies.
7. Contact
Questions about a charge, a refund or a cancellation: hello@scalesmes.com.