NanoEASM
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Refund & Cancellation Policy

Effective 1 December 2026
Version 2026-12-01
Last updated 23 October 2026

This Refund & Cancellation Policy is incorporated into the Terms of Use and the Subscription & Payment Terms. Capitalised terms have the meanings given in the Terms of Use.

Summary (the short version)

  • Cancel anytime. Cancel from Settings → Payment & Plans or from Manage billing. Your subscription stays active until the end of your current paid period, and you can undo the cancellation at any time before then.
  • After the end date your Organisation moves to the Free plan and becomes read-only. Your data stays viewable and exportable, and resuming a paid plan restores everything as it was.
  • Deletion after 90 days. If no paid plan is resumed within 90 days of the end date, the Organisation and its data are permanently deleted. We email warnings before this happens.
  • No automatic refund for unused time in a period you've already paid for. We don't pro-rate cancellations.
  • Switches between paid plans mid-cycle are pro-rated automatically. You're not charged twice and unused time on your previous plan is credited to the new one. Switching to the Free plan is a cancellation (§1.1) and is not pro-rated.
  • Exceptions where we will refund: billing errors, material service failure on our side, and where applicable law requires.
  • Chargebacks: please contact us first. Disputed charges hurt both sides; we'd rather just refund.

The full terms below control over this summary.

1. Cancellation

1.1 How to cancel

An Owner or Admin can cancel your subscription at any time in either of these ways:

  • Settings → Payment & Plans. Click Cancel plan. You are shown your plan's end date and what happens after it, and asked to confirm a second time. The cancellation is only made when you confirm that second step.
  • Hosted billing portal. Click Manage billing to open our hosted billing portal, then click Cancel subscription and confirm.

You can also email support@nanoeasm.com and we will action the cancellation for you. Please email from the address on the Account.

Switching from a paid plan to the Free plan is treated in the same way as a cancellation: it takes effect at the end of the current paid billing period, and the rest of this section applies.

1.2 What happens when you cancel

  • Your subscription is set to cancel at the end of the current paid billing period (monthly or annual, whichever applies).
  • You retain full access to paid features until that period ends. No further charge is taken.
  • Owners and Admins receive a confirmation email, and a reminder email 3 days before the end date.
  • A reminder banner appears in the Service showing the date your subscription ends.
  • Undo: at any time before the end date, an Owner or Admin can undo the cancellation from the banner or from Settings → Payment & Plans (or reactivate from the billing portal). Your subscription continues with no gap and no new charge.
  • After the end date, your Organisation moves to the Free plan and becomes read-only, as described in §1.4. Data is not deleted at that point; the deletion rule in §1.5 applies.

1.3 Immediate cancellation

We do not support immediate (mid-period) cancellation through the self-service flow because it would create an automatic refund of unused time. If you need to terminate immediately for a documented reason (for example, you have switched to a different service and are not using ours), contact us. We may agree to early termination on a case-by-case basis but are not obliged to.

1.4 After the end date: read-only Organisation

From the end date, your Organisation is on the Free plan and is read-only until a paid plan is resumed:

  • Still available: assets, findings, scan history, reports, and the audit log remain viewable. You can export your existing data, including generating reports from existing findings.
  • Not available: new scans, assets, discoveries, and other changes.
  • Paused, not deleted: monitors, scan schedules, credential monitors, lookalike and certificate-transparency watches, integrations, and webhooks stop running but keep their configuration.
  • API and MCP keys: only the Organisation's oldest key keeps working. Other keys stop working but are not deleted.
  • Members: every member keeps a view-only login. Roles are not changed. Pending invitations cannot be accepted while the Organisation is read-only.

Resuming. An Owner or Admin can resume a paid plan at any time before deletion. Resuming restores everything as it was: paused monitors, schedules, watches, integrations, webhooks, and keys resume, and members regain the access their roles give them.

1.5 Deletion after the end date

If no paid plan is resumed within 90 days of the end date, the Organisation is permanently deleted. Before this happens, Owners and Admins receive warning emails 30, 7, and 1 days before the deletion date. Deletion never takes place less than 24 hours after the final warning.

Deletion removes the Organisation, all of its data (assets, scans, findings, reports, settings, keys, and the Organisation's audit log), and the accounts of members who belong to no other Organisation. It cannot be undone. Export anything you wish to keep before the deletion date. Billing records held by Stripe are kept by Stripe for accounting.

Free Organisations that are inactive are also deleted after 90 days, as described in the Data Handling & Retention Policy §5.3.

2. Refund policy

2.1 Default position

Subscription fees, both monthly and annual, are non-refundable for elapsed and unused time in a period you have already paid for.

This is consistent with how most subscription services operate and is a key reason annual plans can be priced lower per month than monthly plans.

2.2 Exceptions where we will refund

We will refund (in full or pro-rata, as appropriate) where:

  • Billing error: you were charged in error (e.g. duplicate charge, charged after a successful cancellation, charged on the wrong plan tier).
  • Service failure on our side: there has been material unavailability or material loss of functionality of the Service that we are responsible for and that we have not remedied within a reasonable time. "Material" is judged by the impact on your ability to use the paid features in your plan. Outages caused by third-party dependencies, force majeure, scheduled maintenance, or your own configuration are excluded.
  • Mis-sold or unfit for purpose: where the Service is found not to match its description in our marketing materials in a way that materially affects you.
  • We discontinue the Service: if we end the Service entirely or end your plan tier without offering an equivalent replacement, we will pro-rate refund prepaid time after the discontinuation date.
  • Required by law: where a non-waivable consumer-protection right or other applicable law requires a refund.

2.3 What we do not refund

  • Time elapsed before you cancelled (you used the Service during that time).
  • Time remaining on a current monthly or annual period after you cancel (the cancellation takes effect at period end; this is documented in §1.2).
  • Charges arising from features you used and were billed for, even if you didn't intend to use them, but contact us if you think you were misled by the UI.
  • Currency conversion fees, foreign-transaction fees, or taxes that are charged by your bank or imposed by your jurisdiction. We refund the amount we received; your bank may or may not refund their fees.

2.4 How refunds are issued

Refunds are issued back to the original payment method via Stripe. Funds typically appear within 5–10 business days, depending on your bank.

When a refund is issued, you will receive a refund confirmation email from no-reply@nanoeasm.com showing the refund amount and reference. The corresponding entry will also appear in your billing history.

3. Plan changes mid-cycle (proration)

Switching to a higher or lower paid plan tier mid-cycle is not a cancellation and is not subject to this policy's refund rules. Switching to the Free plan is a cancellation: it takes effect at the end of the current paid billing period, no unused time is credited, and §1 applies.

When you switch plans:

  • Stripe automatically credits the unused portion of your previous plan against the new plan.
  • You are charged the prorated cost of the new plan for the remainder of the current period.
  • Your next renewal is at the new plan's full rate.

This pro-rata calculation is mathematical, automatic, and visible on the resulting receipt. The receipt explicitly shows the credit line and the prorated charge.

4. Trials

Trials of paid plans are request-only: see the Subscription & Payment Terms for details. No payment method is required during the trial period and no charge is taken until and unless you choose to convert to a paid plan.

If you don't convert, your Organisation reverts to the Free plan when the trial ends, there is nothing to refund.

If you convert and then cancel, the standard cancellation rules in §1 and refund rules in §2 apply from the conversion date forward.

5. Failed payments and past-due subscriptions

If a renewal payment fails:

  • The subscription enters a past-due state.
  • We send an email to your billing contact and display a banner in the Service.
  • Stripe automatically retries the payment over approximately three weeks.
  • You retain access during the retry window so you have time to update your payment method.
  • If all retries fail, the subscription ends and your Organisation moves to the Free plan. The read-only state in §1.4 and the deletion rule in §1.5 apply from that date, as they do after a cancellation.

Past-due cancellations triggered by failed payment do not entitle you to a refund of any successfully charged earlier periods.

6. Termination by us

We may terminate your Account or Organisation as set out in the Terms of Use. The refund position depends on why:

  • For cause: termination for breach of the Terms of Use, the Acceptable Use Policy, fraud, or unlawful use does not entitle you to any refund.
  • Without cause: if we terminate without cause (rare; e.g. a business decision to stop serving a particular region), we will pro-rate refund prepaid time from the termination date.

7. Statutory rights (consumer protection)

Nothing in this policy excludes, restricts, or modifies any right or remedy under applicable consumer-protection law that cannot be excluded, restricted, or modified by agreement.

7.1 Australia: Australian Consumer Law (ACL)

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). For services, this includes guarantees that the Service:

  • will be supplied with due care and skill,
  • will be reasonably fit for the purpose you have made known to us, and
  • will be supplied within a reasonable time where no time is fixed.

If we fail one of these guarantees and the failure is major, you are entitled (under the ACL) to a refund or cancellation, plus compensation for any reasonably foreseeable loss or damage.

If the failure is minor, we may choose to refund, replace, or remedy the failure within a reasonable time.

To make a claim under the ACL, contact us at support@nanoeasm.com with details of the issue.

7.2 Other jurisdictions

If you are in the United Kingdom or European Union and using the Service as an individual outside your trade or profession, you may have a right to cancel within 14 days of subscribing. The Service is sold for business use, but where that right applies to you, this policy does not override it: contact support@nanoeasm.com within the 14 days to use it.

If you are in another jurisdiction with non-waivable consumer-protection rights, this policy does not override those rights.

Most users of Nano EASM are using it on behalf of a business, in which case business-to-business contract law (rather than consumer law) applies.

8. Chargebacks

Please contact us before initiating a chargeback or payment dispute through your bank or card provider. Chargebacks:

  • cost both sides time and money,
  • often take weeks to resolve,
  • can result in a permanent ban from the Service while the dispute is open or after it concludes.

We respond promptly to refund requests and will resolve genuine billing issues quickly. Email support@nanoeasm.com first.

If you initiate a chargeback for a charge we believe was valid, we may suspend your Account pending resolution and provide our records to the card network in defending the dispute.

9. How to request a refund or cancellation

For cancellations: use Cancel plan in Settings → Payment & Plans or the Manage billing button, as described in §1.1.

For refund requests, billing questions, or anything not handled by self-service:

Include your Organisation name and (if available) the invoice number from your receipt email so we can locate the charge quickly.

We aim to respond within two business days.

10. Changes to this policy

We may update this policy from time to time. Material changes will be communicated via the Service or by email to account holders. Changes will not apply retroactively to charges already taken.

11. Contact