Refund and cancellation policy

• Hera Free is a plan rather than a trial. It does not expire, and we never charge for it.
• We do not ask for a card on Hera Free, so there is nothing to cancel.
• A paid plan starts only when your organisation's billing owner sets one up and pays, or when we agree one with you in writing. Nothing becomes a paid plan by itself.

• Your billing owner can cancel at any time from your plan and billing page in HeraIQ, or by emailing hello@heraiq.io.
• Cancelling stops the next payment. We take no further payment once you have cancelled, unless you keep your plan after all.
• You keep your paid plan until the end of the month you have paid for, and then your organisation moves to Hera Free.
• Until then, your billing owner can change their mind and keep the plan from your plan and billing page. It then carries on as before, and so do your monthly payments.
• We do not refund part of a month.

• Your organisation's first paid plan starts with a free month. We tell you the date that free month ends before you enter a card, and we remind you by email at least 7 days before it ends.
• Your first payment is taken on that date, and covers the month that follows it.
• From then on you are charged your monthly price, after any discount in your Order, on the 1st of each month, in advance.
• If you cancel during the free month you are never charged, and there is nothing to refund.
• If your organisation has set up a paid plan in HeraIQ before, even one cancelled during its free month, there is no second free month. Your first payment is taken when you set the new plan up, for the part of your monthly price that covers the rest of that month, and from then on you are charged your monthly price, after any discount in your Order, on the 1st of each month, in advance. A discount comes off that first payment too.

• When your billing owner changes your paid plan, including a move between Hera Essentials and Hera Plus, your new monthly price starts on the 1st of the following month.
• Anything the change adds starts straight away. Anything it takes away stays until that 1st.
• We do not charge or refund part of a month for a change.
• To move to Hera Free, cancel your paid plan. How a change is made, and when your price can change because more people are recorded in HeraIQ, are set out in Changing your plan and When your service grows in our terms.

If a card payment fails, we email you and try again. Until your organisation is suspended, your billing owner can pay what is owed at any time from your plan and billing page, including after your Hera allowances have been reduced. While it is suspended nobody can sign in, so email hello@heraiq.io and we will tell you how to pay. What happens if a payment stays unpaid is set out in Suspension in our terms.

We do not offer annual billing. Every paid plan is monthly.

Cancelling a paid plan does not delete anything: your organisation moves to Hera Free and keeps its records. If you end the agreement altogether, you have 90 days to ask for an export, and we then delete your data within 30 days. The details are in Exit and your data in our terms.

HeraIQ is sold to businesses only, so the cancellation rights consumers have when they buy online do not apply. This policy sets out what we offer instead.