Cancellation and refunds

A subscription renews monthly or annually, according to the billing option you selected, until cancelled. Annual plans still issue a new allowance each month. A signed-in customer can select “Cancel at period end” on the Billing page. That stops the next renewal; the plan and its remaining plan credits continue until the current paid period ends, when unused plan credits expire. Purchased PAYG and top-up credits are not removed by ordinary subscription cancellation.

Active paid subscribers can buy one-time extra credits. Auto-reload is a separate, optional setting in Billing; creating an account or buying a plan does not enable it.

A Consumer ordinarily has 14 days after entering a distance contract to cancel without giving a reason, subject to the detailed statutory rules and exceptions. Accepting our terms or completing payment does not itself waive those rights. Any express request for immediate supply and any acknowledgement affecting cancellation rights must be recorded separately.

If you cancel after requested service performance begins, the law may permit a proportionate deduction for service already supplied. For digital content not on a tangible medium, the cancellation right may be lost after supply begins only if the statutory conditions, including prior express consent and acknowledgement, are satisfied. Use of credits does not remove rights concerning faulty, misdescribed or improperly performed services.

We assess the purchase and its actual use rather than applying a blanket “no refunds” label to a Consumer. Your rights under the Consumer Rights Act 2015 and other mandatory law are unaffected.

For Business Customers, PAYG packs, plan invoices and top-ups are generally non-refundable once credits are granted. We correct duplicate or incorrect charges, billing errors and payment reversals and comply with mandatory law. Failed synchronous calls cost zero credits; failed, cancelled or reaped paid async jobs receive credit restoration. Those API remedies are normally credits rather than cash.

If NTV LTD closes a compliant paid account for its own convenience, it will provide fair treatment for identifiable unused purchased PAYG/top-up value, normally a pro-rata refund or reasonable time to use it.

Complete the form with the account email, purchase or Stripe Checkout reference if available, purchase date, and a clear statement such as: “I give notice that I cancel my contract for [pack/plan/top-up], ordered on [date].” The form records the request and gives an on-screen reference.

• We record the time the request was submitted and review the customer type, checkout evidence, payment, credits granted and usage.
• We may ask for proportionate identity or purchase verification, but not your password, API key or full card number.
• Where money is due, it is returned using the original payment route where practicable. Payment-network timing is outside Monocrawl’s control.
• A disputed API charge should include the request or job ID so we can check the metering and refund record.

For the complete contractual policy see the Terms, failures and refunds section.