Refund Policy

Effective 23 September 2026 Terms of Service Privacy Policy
Summary. Unused Credits are refundable in full within 14 days of purchase. A report that has been generated is not refundable, having been produced on demand and delivered in full, except where it is materially defective, in which case it will be regenerated or refunded. A Credit consumed by a failed generation is restored automatically. A subscription may be cancelled at any time and continues to the end of the paid period. Duplicate charges are refunded in all cases.

1. Scope and the role of Paddle

1.1 This Refund Policy (the “Policy”) forms part of the Terms of Service and uses the terms defined there.

1.2 All purchases are made through Paddle.com Market Ltd (“Paddle”), acting as Merchant of Record. Paddle collects payment and, upon approval of a refund under this Policy, issues the refund to the original payment method. Refunds are generally credited within 5 to 10 business days, depending on the payment provider.

1.3 A refund request may be submitted to Squsha directly in accordance with section 8, or to Paddle through the link provided on the receipt. In either case the request is determined by Squsha under this Policy.

2. Report Credits

2.1 Credits that have not been consumed are refundable in full within 14 days of the date of purchase, without the need to state a reason.

2.2 Where a pack has been partly consumed, the unconsumed Credits are refundable within the same period at the per-report price paid for that pack.

2.3 After 14 days from the date of purchase, Credits are not refundable. Credits do not expire and remain available for use.

2.4 A Credit restored to the account following a failed generation (section 3.2(a)) does not constitute a purchase and is not separately refundable.

3. Generated reports

3.1 A report is digital content produced on demand. Upon generation, the research has been performed, the model has been run and the result has been delivered to the account. Accordingly, a generated report is not refundable, and the Credit consumed by it is not restored, except as provided in section 3.2.

3.2 The following exceptions apply:

3.3 Disagreement with the conclusions of a report, or a finding that the market described is less favourable than anticipated, does not constitute a defect. Nor does a section reporting Not measured or Unverified, which reflects the limits of the available sources as described on the About page. The Free Report is provided so that the User may evaluate the Service before making a purchase.

4. Subscription plans

4.0 This section applies to every subscription Squsha sells — the Consultant Plan and the Satellite Plan — except where a paragraph names one of them.

4.1 The subscription may be cancelled at any time from the Billing page. Access continues until the end of the billing period already paid for, reports generated during that period remain in the account, and no further charge is made. On the Satellite Plan, scheduled regenerations continue over that period and cease at the end of it; report Credits are not affected by the cancellation.

4.2 No pro-rata refund is made for the remainder of a billing period once that period has commenced, whether monthly or annual.

4.3 Initial period. Where the subscription is the User’s first subscription to that plan and no more than three reports have been generated under it — on the Satellite Plan, no more than three scheduled regenerations — the User may cancel within 14 days of the first payment and receive a full refund. This applies equally to annual subscriptions.

4.4 Unintended renewal. Where a subscription renews that the User intended to cancel, the User may notify Squsha within 7 days of the renewal charge. If no report has been generated in the new billing period — on the Satellite Plan, if no scheduled regeneration has run in it — the charge will be refunded in full and the subscription cancelled.

4.5 Annual subscriptions are not refunded pro rata after the period in section 4.3. Requests arising from a change of circumstances will be considered on a case-by-case basis without obligation.

5. Duplicate and erroneous charges

5.1 A charge made twice for the same item, or a charge for an item not purchased, will be refunded in full upon notification, without time limit. Duplicate subscriptions are in most cases detected automatically and held for review.

5.2 Users are requested to contact Squsha before initiating a chargeback with their payment provider. A chargeback takes materially longer to resolve than a refund request, incurs a fee that benefits neither party, and results in the account being suspended by Paddle until the dispute is closed.

6. Statutory rights of withdrawal

6.1 Consumers resident in the European Union or the United Kingdom have a statutory right to withdraw from a distance contract within 14 days. In respect of digital content supplied immediately — a report generated on request — that right is lost once the consumer has requested immediate supply and acknowledged the loss of the right, which Paddle’s checkout requires the consumer to confirm before purchase.

6.2 The statutory right is not affected in respect of Credits that have not been consumed. Section 2 provides an equivalent 14-day period for such Credits, unconditionally.

6.3 Nothing in this Policy limits any right available to the User under the mandatory consumer-protection law of the User’s place of residence.

7. Account deletion

Deletion of an account forfeits any unused Credits and any remaining subscription period, as stated on the deletion page before confirmation. A refund of unused Credits that remain within the period in section 2.1 must be requested before the account is deleted.

8. Procedure

8.1 Refund requests should be sent to hello@squsha.com from the email address registered to the account, stating the Paddle order or transaction number shown on the receipt and the grounds for the request.

8.2 Squsha will respond within 3 business days. Approved refunds are submitted to Paddle on the day of approval.