Refund & Cancellation Policy

Last updated: 5 September 2026

Draft, published for transparency. Identiwise has not launched. No payment can be made today — there is no checkout, no subscription and no account to open — so there is nothing yet to cancel or refund. This policy describes how cancellations and refunds will work once billing opens. It will be finalised — and the legal entity, its registered address and the governing law named — before any account can be opened.

1. Subscription cancellation

Once the service is live you will be able to cancel your subscription at any time from the account portal, or by writing to hello@identiwise.com. No minimum term and no cancellation fee will apply.

Effect of cancellation. Your subscription will stay active until the end of the billing period you have already paid for, and will not renew after that. Cancelling part-way through a period will not generate a pro-rated refund for the unused remainder. You will keep access, and your data will stay available for export and deletion, until the period ends.

2. Refunds

General rule. Subscription fees are charged in advance and are generally non-refundable, including where a subscription is cancelled part-way through a paid period.

We will consider a refund in two situations:

Billing error. You were charged in error — a duplicate charge, a charge after a cancellation took effect, or a charge for a plan you did not select. We refund these in full once confirmed.
Extended service unavailability. The service was unavailable for an extended period within a billing period through a fault on our side. We assess these individually and, where a refund is appropriate, it is proportionate to the affected period.

These are the two cases we commit to considering; they are not exhaustive, and we will deal with anything else on its merits. This policy does not affect any statutory right you have as a consumer under the law that applies to you.

3. Plan quotas — there are no overage charges

Each plan includes a monthly API request allowance. When it is exhausted, further API requests are refused with an HTTP 429 response until the next monthly period begins or you move to a larger plan. Usage above the allowance is never billed automatically, so there is no overage charge for you to dispute or for us to refund.

4. Merchant of Record

When billing opens, purchases will be processed by a third-party payment provider acting as Merchant of Record. That provider will be the seller of record for your purchase and will handle payment, invoicing and applicable taxes. Identiwise never sees or stores card data.

The provider's own buyer terms and refund process may also apply to your purchase — in some cases, particularly tax adjustments, chargebacks and suspected fraud, a refund is issued by the provider rather than by us. The provider will be named, and its buyer terms linked, on this page before launch.

5. How to raise a billing question

Write to hello@identiwise.com with the charge date, the amount and your account name. Please raise a suspected billing error within 60 days of the charge so that we can trace it. We aim to acknowledge billing enquiries promptly; we do not publish a response-time commitment we cannot yet stand behind.

This policy should be read with our Terms of Service and Privacy Policy. Indicative pricing is on the pricing page.