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Legal

Refund Policy

Monitoring starts as soon as a plan is paid, so the payment covers time that is already running. Below is what that means for refunds, and the narrow cases where we do send money back. Effective 14 October 2026.

Payments are final

When a Starter, Growth, Pro or Enterprise payment goes through, EyeOut begins scanning the web, news, forums and social sources for your alerts twice an hour and storing every mention it finds. Because that collection runs whether you open the dashboard or not, a subscription payment is not refunded once charged, apart from the three exceptions further down.

By subscribing you ask us to begin immediately. If you are a consumer with a statutory right to withdraw from a digital service within 14 days, that right lapses once the service begins with your express consent and your acknowledgement that it lapses.

Situations we do not refund

  • Fewer mentions of your brand than you expected, or none at all, in a quiet period.
  • A source that published something about you which our crawler could not reach or which was removed before a scan.
  • Alerts you set up but rarely checked, or a plan allowance you did not fill.
  • A renewal charged before you switched renewal off.
  • Buying Pro when Growth covered your keywords, or paying yearly when a month would have done.
  • The remainder of a period after you cancel, downgrade or end a campaign.

The exceptions

Duplicate billing. If a fault on our side charged your workspace twice for the same plan and period, we return the duplicate charge.

Unauthorized use of your card. If a charge was made without your permission and you report it within 14 days, we investigate and refund it where the evidence supports your report.

Full outage. If EyeOut was unusable for most of a billing period because of a failure on our side, and you reported it at the time, we refund that period.

No refund is larger than the amount paid for the period in question, and it goes back to the card that paid. Write to support@eyeout.com from the account email within 14 days of the charge, giving its date and amount.

Cancelling

You can cancel at any time from your account. Monitoring continues until the end of the period already paid for, then stops. Cancelling ends future renewals; it does not undo a charge that has gone through, and partial periods are not credited.

Renewals and retried charges

Subscriptions renew each month or year until cancelled, and a period's charge is due when that period opens. If the charge fails, our payment operator retries it over the next days, and a retry that succeeds is a normal renewal.

What we keep

We keep a timestamped record of your acceptance of the terms of service, an activity log for your workspace (sign-ins, alerts created, reports exported) and the payment record held by our payment operator, including the 3D Secure result.

Chargebacks

Please write to us before raising a dispute with your bank. A chargeback on a payment covered by this policy, opened without contacting us first, breaches the terms of service, and the workspace is closed.

Purchases before this policy

Payments made before 14 October 2026 remain under the terms in force when they were made. Questions go to support@eyeout.com.