011. All sales are final
A MentionAlert subscription buys access to the service for a billing period, monthly or yearly. Access is granted at the start of that period, and from that moment your workspace begins collecting mentions and sending alerts.
By subscribing you ask us to start providing the service immediately. Where the law gives you a statutory right of withdrawal, you acknowledge that you lose it once performance has begun, to the extent the law allows. If you are a consumer in a country where this acknowledgement is required at checkout, it is collected there.
022. What is never refunded
- Changing your mind after the period has started.
- Not using the service, or using it less than you expected.
- A renewal charged after earlier payment attempts failed and were retried.
- Believing the subscription was a one-off purchase. Every plan renews automatically, as shown on the pricing page and at checkout.
- Forgetting to cancel before the renewal date.
- Mention volume, sentiment scores or reach figures that do not match your expectations.
- A source that is not covered, when it is not listed for your plan on the media monitoring tools page.
- Choosing the wrong plan. You can upgrade at any time, and downgrades apply at renewal.
- Unused parts of a monthly or yearly period, including after cancellation or a downgrade.
- Accounts suspended for breaking the terms of service, or logins shared between several people.
033. The only exceptions
We refund a charge only in these cases.
- Double charge. You were charged twice for the same plan and the same period. We refund the duplicate.
- Unauthorized charge. You prove that a charge was made without your authorization, for example by showing that the card was used without your consent.
- Complete failure of the service. The service was entirely unavailable to you for an extended period because of a problem on our side that we could not fix. The refund covers the affected part of the period.
044. How to request a refund
Email [email protected] within 30 days of the charge. Include the email address of your account, the date and amount of the charge, and a short description of which exception applies. We review every request and reply by email, usually within one business day. Approved refunds go back to the original payment method.
055. Failed payments and renewals
If a renewal payment fails, we retry it over the following days and email you so you can update your card under Billing. Your workspace keeps running during the retries. If all attempts fail, the subscription ends and collection stops. A renewal that succeeds on a retry is a normal charge for the new period and is not refunded.
066. Cancellation
You can cancel at any time in your account under Billing. Cancellation stops the next renewal, and your access, alerts and mention history stay available until the end of the period you paid for. You can export your mentions to CSV before the period ends. Questions about anything on this page go to [email protected], and how we handle your data is described in the privacy policy.