Refund policy

Final means final

ComplianceOfficer plans are monthly or annual subscriptions to the monitoring workspace, with the frameworks, entities and seats listed on the pricing page. What you pay for is access during the billing period. It starts in full on day one and costs the same whether your team reviews a hundred regulatory changes that month or none. The compliance scan demo shows the real output before anyone pays, so the purchase should hold no surprises.

Subscribing is a request that we begin providing the service immediately. Where a statutory right of withdrawal or a cooling-off period would apply, you accept that it ends once the service has begun.

Exceptions we honour

We return money in three cases only, only when the records support the claim, and never above the charge concerned.

• Double charge. Our own billing collected payment twice for the same period.
• Card misuse that can be evidenced. Someone used the card without the holder's consent, you report it within 14 days, and our account records and the payment record bear it out. The claim alone is not enough, and we may ask you to confirm the card issuer has been told.
• Complete loss of service. A fault confirmed on our side kept the whole workspace out of use for a continuous period, you reported it while it lasted, and we did not restore it. Delayed alerts, a single source not updating, or trouble with your own systems, network or browser do not count.

A refund granted under one of these is limited to what you paid for the affected period, goes back to the original card only, and is the whole of our liability for that charge. It does not set a precedent for any other request.

Not grounds for a refund

• A change in your compliance programme, budget or headcount, or a decision to use a different tool.
• Seats, entities or frameworks left unused during the period.
• Disagreement with how a regulatory change was summarised or classified. The output is general information, not legal advice, as the terms say.
• A rule, jurisdiction or regulator that the pricing page does not list as covered.
• A renewal that was charged, including one collected after earlier declined attempts.
• Assuming the plan was a single payment. Automatic renewal is shown on the pricing page, at checkout, in the confirmation email and in the workspace.
• Cancelling late, or cancelling just after a renewal.
• Selecting the wrong plan, cycle or seat count.
• The days remaining in a period after cancellation, which are never pro-rated.
• Activity by anyone using credentials you shared.

Renewals, declined cards and cancelling

Subscriptions renew automatically until cancelled in the workspace billing settings, which needs no contact with us. Cancellation takes effect at once for every later period, the current period remains available until it ends, and nothing already taken is reversed. Cancelling is not a refund request.

A period becomes payable as soon as it begins. If the card is declined, the invoice stays open and the payment operator retries it in the days that follow. Those retries are the same invoice, not additional charges, and cancelling during them stops later periods without cancelling the open one. To avoid a renewal, cancel before the date shown in billing settings.

Raising a claim

Email support@complianceofficer.ai from the address on your account within 14 days of the charge, with the date, the amount and the exception you rely on. Claims received later or by another route are not reviewed. We work through them in order of arrival, without a committed reply time, and declined claims are not reopened.

Starting a chargeback without contacting us first breaches our terms of service and the account is closed permanently.

Evidence on file

Creating an account means accepting the terms of service, which include this policy, and the privacy policy. Checkout states the plan, price, billing cycle and automatic renewal before payment, and the confirmation email repeats them.

For every subscription we keep the purchase time, the plan and price shown at checkout, the acceptance of the terms, the emails we sent, and a log of workspace activity such as sign-ins, scans, alerts reviewed and reports exported, with the technical details stored alongside. The payment operator separately records each charge, including the card's issuing country, the origin of the payment and the result of bank authentication such as 3D Secure. Unauthorised charge claims are assessed against this evidence, and it is sent to the card issuer if a chargeback is opened.

Earlier subscriptions

Subscriptions bought before 14 October 2026 remain under the refund terms in force when they were bought.