Refund Policy
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Scope
This policy covers subscriptions to Spectra bought directly from us. Payments are processed by Dodo Payments, which acts as merchant of record and appears on your statement and your invoice.
Trial and evaluation
There is a free plan with a smaller session allowance and a shorter retention window. It exists so you can see the product working on your own site before paying, and it does not require a card.
Refund window
If a paid plan is not what you expected, write to us within 14 days of the first payment and we will refund it in full. We would rather refund somebody who is unhappy than keep money from a product that did not suit them.
Refunds for service failure
If the service was unavailable for a sustained period and that stopped your sessions being recorded, tell us and we will refund the affected part of the period. We do not require you to prove the loss.
Changing plan mid-month
Changing plan takes effect immediately. The plan you are leaving ends at once, the new plan is charged in full straight away, and the unused remainder of the previous plan is not refunded or credited. This is stated on screen before you confirm the change, and it is the reason the confirmation exists.
Cancellation
You can cancel at any time from the billing page. Cancelling stops the next payment. It does not refund the period you are in: recording continues to the end of it, and recordings remain available for their retention window afterwards.
How to request a refund
Email support@spectra-trace.com from the address on the account and say what you would like refunded. You do not need to give a reason for a refund inside the window above.
How refunds are issued
Refunds go back to the original payment method through Dodo Payments, usually within 10 business days, though your bank may take longer to show it. We cannot refund to a different card or account.
Chargebacks
If something looks wrong on your statement, please write to us first. A chargeback raised without contacting us suspends the account while the payment provider investigates, which stops recording, and that is a worse outcome for you than an email that we can answer the same day.
Statutory rights
Nothing here removes rights you have by law.
If you buy as a consumer in the European Economic Area or the United Kingdom you have a statutory right to cancel within 14 days. Our own window is the same length deliberately, so there is one rule rather than two. Note that where you ask us to start the service immediately, which is what buying a plan does, that right can be lost once the service has been fully provided, and we will still honour our own window regardless.
India does not give a statutory cooling-off period for a digital service of this kind, so for customers here the window above is the whole of it.