Refund Policy

LitmusRun offers free and paid subscription plans. Paid plans provide access to additional features, higher usage limits, and support levels as described on our pricing page at the time of purchase. This policy applies to recurring subscriptions and one-time charges processed through our authorized payment provider unless a separate written enterprise agreement states otherwise.

Except for the single limited exception described in Section 3, all charges are final and non-refundable. We do not provide refunds for dissatisfaction with synthetic agent outputs, unused panel quota, partial billing periods, or change of mind.

All sales are final. LitmusRun does not offer refunds, credits, or prorated reimbursements for the following, including but not limited to:

• Change of mind or decision not to use the Service after purchase
• Unused panel runs, agent quota, or feature entitlements during a billing period
• Partial use of a monthly or annual billing period before cancellation
• Plan downgrades mid-cycle where the lower plan costs less than the amount already paid
• Dissatisfaction with the quality, accuracy, completeness, or usefulness of synthetic validation outputs
• Misconfiguration of target URLs, credentials, mission goals, or panel settings by you or your team
• Inability to access third-party websites, staging environments, or content you submitted for validation due to third-party blocking, authentication requirements, or network restrictions outside LitmusRun control
• Delays caused by sandbox capacity, runner queue depth, or reasonable processing time for multi-agent panels
• Failure to cancel before an automatic renewal date
• Account suspension or termination for violation of our Terms of Service

The free Starter tier and waitlist registration are not billed and are not eligible for refunds or credits.

A refund or account credit may be considered only when both of the following conditions are met in full:

3.1 Verified LitmusRun platform outage

A documented LitmusRun platform outage prevented you from accessing or using a paid feature you were charged for during the affected period. The outage must be attributable to LitmusRun core infrastructure or Service availability, not to misconfigured URLs, third-party site blocking, your network or browser, payment card issues, or outages of external providers outside our reasonable control (including authentication providers, payment processors, cloud regions not used by LitmusRun, or target applications you submitted for testing).

3.2 Twenty-four hour request window

You must email billing@litmusrun.com within twenty-four (24) hours of the outage start time, or within twenty-four (24) hours of our public acknowledgment of the outage on our status page or official communication channels, whichever is later. Requests received after this window are not eligible for this exception.

If we approve a request under this section, we may, at our sole discretion, issue a prorated credit or refund for the affected portion of the billing period. This is our exclusive and entire remedy for service availability issues. We are not obligated to approve every request that cites an outage.

You may cancel a paid subscription at any time through billing settings in your account dashboard or through the payment provider customer portal linked from your profile. Cancellation stops future recurring charges but does not entitle you to a refund for the current billing period.

After cancellation, paid features generally remain available until the end of the current billing cycle, after which your account may revert to a free tier or limited access state as described on our pricing page. We do not refund remaining days in a billing cycle after cancellation.

If you cancel during a trial that converts to paid billing, cancellation before the trial end date may prevent charges as described at signup. Once a paid charge processes, this Refund Policy applies.

Upgrades to a higher plan may take effect immediately and may result in prorated charges through our payment provider according to its rules. Downgrades typically take effect at the next renewal date. We do not refund price differences when downgrading mid-cycle.

Promotional discounts, coupon codes, and introductory pricing apply only as stated at checkout and may not be combined unless explicitly permitted.

Email billing@litmusrun.com with the subject line "Refund request: platform outage" and include the following information:

• The email address associated with your LitmusRun account
• Invoice ID, transaction ID, or payment receipt reference from Dodo Payments
• The date and time the outage began, preferably in UTC
• A brief description of the paid feature you could not access
• Any relevant screenshots or error messages, if available

We may request additional verification to confirm account ownership and outage impact. Incomplete requests may be denied without further review.

Approved refunds are returned to the original payment method used for the charge. Processing times vary by bank or card issuer and typically range from five (5) to ten (10) business days after approval. Account credits, if issued instead of a refund, apply automatically to future invoices and are non-transferable and non-redeemable for cash except where required by law.

Contact us at the billing address above before initiating a chargeback or payment dispute with your bank or card issuer. Chargebacks filed without first allowing us to investigate may result in immediate suspension or permanent closure of your account.

Filing a chargeback does not replace this Refund Policy. If a chargeback is resolved in our favor, you remain responsible for outstanding amounts and may lose access to the Service.

Fees are exclusive of applicable taxes unless stated otherwise at checkout. Tax amounts collected are remitted according to legal requirements. Refunds of eligible charges, if any, include taxes only where required by law and payment processor rules.

Customers with executed enterprise order forms or master service agreements may have different refund, credit, or service level terms. In case of conflict between this Refund Policy and a signed enterprise agreement, the signed agreement controls for that customer.

Nothing in this Refund Policy limits mandatory statutory rights that cannot be waived under the laws of your jurisdiction, including certain cooling-off or withdrawal rights for consumers in the European Union or United Kingdom where applicable to digital services. If such rights apply, we will honor them as required by law notwithstanding the general rules above.

We may update this Refund Policy from time to time. The "Last updated" date at the top of this page indicates the current version. Changes apply prospectively and do not expand refund rights for amounts already paid unless we expressly state otherwise in writing.

If a recurring payment fails, we may retry the charge according to payment processor rules and notify you by email. Persistent payment failure may result in downgrade or suspension of paid features until the balance is resolved. Suspension for non-payment does not entitle you to a refund for prior successful charges.

Prices are displayed in United States dollars unless otherwise stated at checkout. Your bank or card issuer may apply foreign exchange fees or decline international transactions. We do not control issuer decisions.

Billing and refund inquiries: billing@litmusrun.com

General legal inquiries: legal@litmusrun.com

Related documents: Terms of Service (/terms), Privacy Policy (/privacy).