Refund Policy

Last updated: 1 November 2026

A clear way to ask for help with a subscription charge.

Requesting a refund

Contact [email protected] within 14 days of the charge to request a refund. Include the email address on your account, the transaction reference and a short description of the issue. Do not send card details.

We review requests individually, including duplicate or incorrect charges and material service failures. Submitting a request does not guarantee a refund. Approved refunds are processed through Paddle, our merchant of record, to the original payment method. Your payment provider or bank determines when the funds appear.

Cancellation stops future renewals. Unless a refund is approved, access continues until the end of the period already paid for; we do not automatically pro-rate unused time. See our cancellation policy for instructions.

Nothing in this policy limits rights or remedies you have under applicable consumer law or Paddle's buyer terms. A statutory right may apply even after our 14-day request window.

Trial and recurring payments

Starter offers a 14-day trial. When you start a trial without a payment method, no automatic charge occurs. The trial ends on the date shown in Billing; choose a subscription to continue afterwards. Existing sites, settings and data are retained when trial access ends.

If a payment method is required at signup, Paddle shows the trial end and first charge date before you confirm. Cancel before that date to avoid the first subscription charge. A trial offered in Paddle checkout follows the dates shown there. Growth and Scale begin billing at checkout. Paid subscriptions renew monthly until cancelled.

External AI assistants

This policy covers Brightstone subscription charges. If your chosen AI assistant charges its own fees, its provider's billing and refund terms apply to those charges. Authorizing or disconnecting an AI Connection does not purchase, cancel or refund a Brightstone subscription.

Brightstone Metrics is operated by Brightstone Metrics. Read our Terms of Service for the full subscription terms.