Refund policy

1. What you are paying for

Ledger, Compliance and Assurance are subscriptions to a CarbonAccounting.ai workspace, billed monthly or yearly at the prices on the pricing page. Each period opens in full as soon as it is paid: entities, seats, imports, classification, report packs and exports up to the limits of the plan. The fee buys that access for the period. It does not depend on how many ledgers you import or reports you produce.

The Scope Classifier demo on the home page lets you see how spend lines are classified before you pay anything, so you can judge the method before committing a reporting year to it.

When you subscribe, you ask us to open the workspace immediately and accept that, once it is open, any statutory right of withdrawal or cooling-off period that would otherwise apply no longer applies.

2. Reasons that do not qualify

• Your reporting obligation moved, was delayed or dropped away, for example a change in CSRD scope or a deadline being pushed back.
• The workspace was not used, or used only lightly, during a paid month or year.
• A renewal went through before you remembered to cancel, or you cancelled right after it.
• You chose Compliance or Assurance when Ledger would have covered you, or yearly billing instead of monthly.
• An emissions figure, a scope classification or a factor choice that differs from what you expected, where it follows from the data you imported. Classifications carry a confidence score for this reason.
• Your auditor, a customer or a regulator asked for something the plan does not include, or a feature does not work the way you assumed and the pricing page does not describe it that way.
• Taking the plan for a one-off payment. Every plan renews automatically, which is stated on the pricing page, at checkout and on your receipt.
• Days left in a period after you cancel. The workspace stays open to the end of the period, and periods are not prorated.
• Colleagues or third parties using the workspace through logins you shared.
• A renewal that was collected after earlier attempts failed, since that period had already begun and was already due.

3. The only cases we refund

Billed twice. A fault in our billing charged the same workspace twice for the same period. The second charge is returned.

Unauthorised use of your card. Someone paid for a workspace with your card without your consent, you tell us within 14 days of the charge, and the account and payment records confirm it. Your statement alone does not settle the claim. We may ask you to confirm that you have reported the misuse to your card issuer.

Total outage. A confirmed fault on our side left the workspace completely unusable for a continuous period, you reported it to us at the time, and we were unable to resolve it. Slow imports, a single report pack failing, or issues with your own files, browser or network are not covered.

A refund is limited to what you paid for the period affected, is made to the original card, and is the whole of our liability for that charge. Receiving one refund gives no entitlement to another.

4. Making a request

Email [email protected] from the address on your workspace, within 14 days of the charge, naming the charge and the case in section 3 that applies. Requests received after 14 days, or from an address we cannot connect to the workspace, are not considered, and declined requests are not reopened.

Filing a dispute with your bank without contacting us first is a breach of our terms of service and the workspace is closed permanently.

5. Cancelling, renewals and failed charges

You can cancel at any time from your billing portal, without writing to anyone. Cancelling stops every later renewal at once. The plan remains active until the end of the period already paid, and you can export your ledger and reports before it ends.

Plans renew automatically at the start of each month or year, and the new period is due the moment it begins. If a card payment is declined, the decline comes from your card issuer, and our payment provider retries over the following days. Those retries are attempts to collect the same unpaid invoice, not new charges. Cancelling once a period has started stops the renewals after it but not the payment for the period in progress.

6. Records we keep

For each subscription we hold the time of purchase, the plan, price and billing period shown at checkout, your acceptance of our terms, the receipt and renewal notices we sent, and an activity log for the workspace: sign-ins, imports, classifications reviewed, report packs generated, exports and seat invitations, together with the technical details recorded for each.

Our payment provider keeps its own record of each payment, including the issuing country of the card, the location the payment came from and the result of any bank authentication such as 3D Secure. Claims of unauthorised use are assessed against these records, and they are what we provide to a card issuer when a payment is disputed.

7. Purchases before 14 October 2026

Plans bought before 14 October 2026 stay under the terms in force when they were bought.