We back our paid services with a clear refund policy. The summary: PR Replay is refundable before kickoff (Day 1), and is backed by a quality-based guarantee after delivery — zero material findings is a 100% refund, and fewer than half the high/medium findings surviving review is a full refund. Roam Cloud will carry a 30-day first-charge refund once generally available. Other tiers have specific terms below. For PR Replay engagements, the signed Statement of Work takes precedence over this page where the two diverge.
Roam Review and Roam Cloud are not available to subscribe to today. Their subscription and cancellation provisions below describe planned services, not an active checkout or account dashboard. The revised PR Replay finding-review process below applies only to new engagements expressly adopting the September 20, 2026 terms. Already-agreed customer rights, including earlier refund guarantees, remain unchanged.
Roam Cloud (when available) — 30-day first-charge refund
When Roam Cloud is available, if you subscribe to any tier (Starter, Team, Growth) and decide it's not for you within 30 days of your first charge, we will refund the full subscription amount.
- How to claim: email [email protected] from the email address on the account, with the order ID or charge date. No reason required.
- Mechanism: the refund is processed via Stripe back to the original payment method. Card refunds typically appear in 5-10 business days.
- Eligibility: first charge per account. Subsequent renewals are not eligible (cancel anytime to stop the next charge — see below).
- What stops: on refund, the subscription is cancelled and access ends immediately.
Roam Review — 14-day withdrawal, then term-bound
Roam Review is planned as a flat-tier subscription (Starter $99, Team $299, Business $799, Scale $1,499/mo) with usage caps, billed monthly or annually. EU consumer law gives you a 14-day right of withdrawal from any distance contract. Within those 14 days, email us for a full refund.
Beyond 14 days: monthly plans renew month-to-month and you can cancel any time from your account (the cancellation stops the next renewal but does not refund the current month). Annual plans are paid up-front and not refundable for convenience after the 14-day window; you may still cancel auto-renewal any time.
Roam Review is planned to be free for qualifying open-source projects. Eligibility and program terms will be published if the service launches. The local CLI and MCP server are already free and open source.
Roam Self-Hosted — case-by-case
Self-Hosted is not a packaged GA product today. Private-deployment pilots are scoped individually, and refund terms are negotiated and written into the order form before work starts.
PR Replay — refunds and finding review
PR Replay terms are governed by the signed Statement of Work (SOW) Section 8, which takes precedence over this page where the two diverge. Reference template: sow-pr-replay.md. The clauses most material to a chargeback or dispute:
- Pre-kickoff (Day 1 only): full refund, no questions asked, on written request to [email protected]. Kickoff is defined as Day 2 of the engagement timeline in SOW Section 4 — the day the replay run begins.
- EU 14-day right of withdrawal: EU consumers may withdraw within 14 calendar days of payment per Directive 2011/83/EU. Where the buyer is a business (B2B), the right of withdrawal does not strictly apply but we honour it in practice.
- Finding-review guarantee (SOW Section 8): an unsupported finding is one whose material claim is not supported by the evidence against the agreed repository snapshot, scope and methodology. A later code change does not by itself disprove a finding about the agreed snapshot. We remove unsupported findings from the report and refund their pro-rata share of the fee. Findings still disputed at the deadline below receive the same refund treatment, without requiring agreement that they are technically false.
- Full-refund thresholds: if fewer than half the original high/medium findings survive review, you receive a full refund. If the report surfaces zero material findings, the refund is 100% of the fee (not 50%). We use the original delivered report's finding IDs and severity levels; adding, splitting or reclassifying findings during review cannot reduce your refund. You keep the delivered report and evidence packet in all cases. This applies to Team and Deep engagements alike.
- Post-kickoff cancellation (buyer request): non-refundable, but we will deliver the work-in-progress at the time of cancellation if you request it.
- Acceptance window: deliverables are deemed accepted 5 business days after the walk-through call unless you raise specific written objections within that window (SOW Section 6). A timely objection keeps the disputed findings open for the review below; it does not reduce your statutory or already-agreed contractual rights.
How finding disputes are resolved
- Raise the issue: email [email protected] within 5 business days after the walk-through. Identify the finding and explain the disputed claim; include any relevant evidence you have. You do not need to commission an independent expert.
- Our evidence response: within 10 business days of receiving your objection, we supply the matched source locations, recorded check results and reasoning supporting the finding, or remove it as unsupported. We assess the agreed snapshot, scope and methodology, not a new standard introduced after delivery.
- A fixed end to review: if a finding remains disputed 30 calendar days after we receive your objection, it is excluded from the surviving findings for refund purposes. Requests for more information do not restart this deadline. We mark it as unresolved in the report; our disagreement cannot postpone its refund treatment.
For a partial refund, each excluded finding receives an equal share of the engagement fee: fee paid multiplied by excluded findings divided by all findings in the original delivered report. An excluded finding is either unsupported or unresolved at the deadline. Count each finding once. The full-refund thresholds above take precedence; total refunds are capped at the fee paid. We initiate the refund within 5 business days after the review closes or the 30-calendar-day deadline, whichever comes first. Payment-provider processing time is additional. There is no review fee. This process does not restrict statutory remedies or already-agreed rights.
Data-handling for PR Replay engagements is governed by the Data Processing Agreement (DPA), incorporated by reference into every SOW.
How to cancel a subscription
- Email [email protected] from the account email
- Include “Cancel subscription” in the subject so the request can be matched promptly
Cancellation takes effect at the end of your current billing period. You keep access until then. We don't pro-rate cancellations of already-paid periods unless within the refund windows above.
EU consumer rights notice
EU consumers have a 14-day right of withdrawal from distance contracts (Directive 2011/83/EU as transposed in Greek law via Joint Ministerial Decision Z1-891/2013). Where your local law gives you stronger rights than this Refund Policy, those rights apply.
For digital content delivered immediately after launch (for example, the Roam Review GitHub App being installed and active immediately upon subscription), we ask that you explicitly consent to immediate delivery and acknowledge that the right of withdrawal lapses upon use. If you don't want immediate delivery, contact us before completing checkout and we'll arrange a delayed start.
Disputes and chargebacks
Please contact us first at [email protected] before initiating a credit-card chargeback. We aim to acknowledge refund or dispute requests within 2 business days and to resolve them within 5 business days. These are service targets; PR Replay finding disputes have the fixed deadlines above. Most disputes are resolved by clarifying scope against the signed SOW; please reference your SOW effective date and tier in the first email so we can match the engagement record quickly.
The EU Online Dispute Resolution platform closed on 20 July 2025. See the European Commission's current consumer redress information.
Chargebacks initiated without prior contact may incur a chargeback-handling fee on subsequent reinstatement, and we reserve the right to submit the signed SOW, delivery proof, engagement record, and walk-through-call record to the card network as evidence in the dispute.
Questions? [email protected].