Refunds at Exsigo
Effective September 20, 2026
Try before you pay
Every account starts with a free trial (3 days or 30 units, whichever ends first, including free AI Analyst questions), so you can evaluate the product and the data before any payment. We encourage you to use the trial fully before subscribing.
Subscriptions
Subscription fees are charged at the start of each billing period and are generally non-refundable once the period has begun, since units and platform access are made available immediately. You can cancel at any time; your plan then stays active until the end of the paid period and does not renew.
We will refund you in full where:
- you were charged in error, including duplicate charges;
- a renewal was charged after you cancelled in accordance with this policy;
- a verified technical failure on our side prevented you from using the service for a substantial part of the billing period.
For anything else, contact us within 14 days of the charge and we will review the request in good faith. Refunds outside the cases above are at our discretion, and nothing in this policy limits any non-waivable rights you hold under the consumer law of your country.
Credit top-ups
One-time credit packs are non-refundable once any of the purchased units have been spent. An entirely unused pack purchased in error can be refunded if you contact us within 14 days of purchase. Units consumed by failed AI Analyst runs are re-credited automatically and never need a refund request.
How to request a refund
Email support@exsigo.com from the address on your account with the charge date and amount. We respond within 2 business days. Approved refunds are returned to the original payment method, typically within 5 to 10 business days depending on your bank.
Payments are processed by our payment partners. Depending on your region your charge may appear on your statement as Exsigo (via Stripe) or as Paddle.com, our merchant of record for some regions; refunds for Paddle-processed orders are issued through Paddle to the same payment method.
Related terms
This policy summarises and is governed by the billing sections of our Terms of Service. Unused units expire at the end of each period, do not roll over, and have no cash value; cancelling stops future charges but spent units are not refunded.