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Legal

Refund Policy

Effective October 14, 2026

Suppliers fees are charged in advance for each billing period and are final once paid. A charge is returned only in one of the three cases in section 3 and only where our records confirm it. Ending a plan is always up to you, and it takes a few clicks in your workspace.

1. What you pay for

Each plan is a recurring subscription in US dollars, monthly or yearly, giving your team the sourcing workspace with the monthly request allowance, shortlists, supplier records and outreach tools shown on the pricing page. We never take a commission on the deals you close. The fee buys access for the period, opened in full on its first day, so it does not change with how many briefs you send or how many suppliers you end up contacting.

On subscribing you ask us to begin the service at once and accept that any statutory right of withdrawal or cooling-off period ends once it has begun.

2. Requests we do not grant

  • A change of plan on your side, a cancelled product line or sourcing moving in-house.
  • Sending few or no sourcing requests during a paid period.
  • A supplier on a shortlist who later declined to quote, changed prices, raised the MOQ, missed a deadline or stopped replying.
  • A deal, sample or order with a supplier that went wrong. Contracts and payments with suppliers are between you and them, and the shortlist is a set of suggestions for you to verify.
  • Disagreeing with how a match was ranked or how a vetting summary read.
  • A renewal you did not cancel in time, or a cancellation made right after one.
  • A renewal taken after earlier card attempts were declined (see section 4).
  • Assuming the plan was a one-off fee. Plans renew, as stated on the pricing page, in checkout and in the confirmation email.
  • Picking the wrong plan or billing term.
  • A capability the pricing page does not describe.
  • The rest of a period after you cancel. The workspace stays open until the paid period ends and is not pro-rated.
  • Use of the workspace by colleagues or anyone you gave your login to.

A sourcing run that fails on our side is already marked failed and does not count against your allowance, so there is nothing to refund for it.

3. The exceptions

  • Charged twice. A billing fault on our side took two payments for one period.
  • Unauthorised charge, proven. Your card was used without your consent, you report it within 14 days of the charge, and our records and those of our payment operator support it. We may ask you to confirm that you have reported it to your card issuer.
  • Complete service failure. A confirmed fault on our side made Suppliers fully unusable for a continuous stretch, you told us while it was happening, and we could not fix it. Slow runs, a single failed request and issues with your own browser or network do not count.

An approved refund is limited to what you paid for the affected period, goes back to the original card only, and covers our entire liability for that charge. It creates no right to another refund.

4. Renewals, failed payments and cancelling

Plans renew automatically until cancelled. You can cancel from workspace billing settings at any time without contacting us. Cancelling switches off every future renewal immediately, keeps your workspace available until the paid period ends, and does not reverse any payment already collected.

The moment a new period begins, access for the whole of it is in place and its payment is owed. If your card declines, the amount is still owed and our payment operator retries it over the following days. The retries collect the same invoice and are not additional charges. Cancelling during them stops the renewals that follow, but the current period's payment remains due and is not refundable once collected. Cancel before the renewal date in your settings to avoid the next period.

5. How to ask for a refund

Email [email protected] from the address on your account within 14 days of the charge, with the date, the amount and which exception applies. Requests from another address or after 14 days are not considered, and declined requests are not reopened.

Raising a chargeback before writing to us is a breach of our Terms of Service and results in the workspace being closed permanently.

6. Records we keep

By creating an account you accept our Terms of Service, which include this policy and our Privacy Policy. The checkout shows the plan, the price, the billing period and automatic renewal before payment, and your confirmation email repeats it.

For each subscription we retain the purchase time, the plan and price shown, your acceptance of the terms, the emails we sent, renewal notices and the workspace activity log (sign-ins, sourcing requests, shortlists opened, supplier messages and exports, with technical details recorded alongside). Our payment operator keeps its own record of every transaction, including the card's country of issue, the origin of the payment and the result of bank authentication such as 3D Secure. We check unauthorised-charge claims against these records and give them to the bank if a chargeback is opened.

7. Earlier purchases

Payments made before October 14, 2026 remain under the terms that applied when they were made.