Refund Policy

DataTrail does not give money back on subscription charges, apart from the three billing errors listed further down. Before you pay, the interactive console on the home page shows how lineage, freshness checks and impact analysis look on a real stack. After you pay, you can stop the next renewal yourself whenever you like.

What a DataTrail charge buys

Each plan on the pricing page is a monthly or yearly subscription to the platform, with the table, connection and seat limits shown there. The fee pays for a period of access to the software. It is not tied to how many tables you scan, how many alerts fire or how often your team opens the lineage graph, and access for the whole period is switched on the day the period begins.

By starting a subscription you ask DataTrail to begin providing the service right away, and you accept that any statutory right of withdrawal or cooling-off period ends as soon as that service has begun.

Stopping renewals

Every plan renews on its own until you turn renewals off in your workspace billing settings. That takes a moment and needs no email to us. Turning renewals off has effect from that moment: the period you are in stays paid and usable to its last day, the next one is never charged, and nothing already collected is reversed. There is no pro-rated credit for the unused days of a period.

Once a new period has started, its fee is owed. When a card is declined at renewal, the amount stays outstanding and the operator that processes our payments tries again over the following days. Those attempts collect the one unpaid invoice; they are not new charges. Turning renewals off while that invoice is open only prevents the periods after it, and the renewal collected that way is final like any other. To skip a renewal, switch it off before the date shown in billing settings.

The three cases where we return a charge

• You were charged twice. A fault in our own billing took payment two times for one period. We return the extra charge.
• Someone else used your card, and it can be shown. You report the charge within 14 days, and our account records together with the payment record confirm the purchase was not yours. A statement alone does not decide it; we may ask you to confirm that you reported the misuse to the bank that issued the card.
• DataTrail could not be used at all. A fault confirmed on our side made the whole platform unusable for an unbroken stretch, you told us while it was happening, and we did not restore it. A slow sync, one connector misbehaving, or trouble with your own warehouse, credentials or network is not in this category.

Where one of these applies, the amount returned never goes above what you paid for the affected period, it is sent only to the card that was charged, and it is the whole of our liability for that charge. Receiving one refund gives no claim to a later one.

Reasons that do not lead to a refund

• A change of plans, a new tool chosen by your data team, or the project that needed lineage being shelved.
• Not connecting a warehouse, not running a scan, or using only a few tables during a paid period.
• A renewal that went through, including one collected days late after earlier attempts were declined.
• Thinking a plan was a one-off purchase. Automatic renewal is stated on the pricing page, at checkout, in the confirmation email and in billing settings.
• Missing your renewal date, or switching renewals off just after one was charged.
• Gaps in lineage or monitoring caused by your stack: SQL we cannot parse, missing query history, permissions you did not grant, or sources not yet supported.
• A capability that is not described on the pricing page, or that behaves differently from what you pictured.
• Picking a plan, term or seat count you later regret.
• The days left in a period after renewals are switched off.
• Activity by anyone who signed in with your credentials, including colleagues you shared them with.

How to raise a billing problem

Email [email protected] from the address on your DataTrail account no later than 14 days after the charge. Give the date and amount and say which of the three cases above you believe applies. Messages after that window, or sent another way, are not considered. We handle them in the order received, without a fixed response time, and a declined request is not reopened.

Please contact us before your bank. Filing a chargeback without writing to us first is a breach of our Terms of Service and leads to the permanent closure of the account.

Records we rely on

Creating an account means accepting the Terms of Service, which include this policy, and the Privacy Policy. Checkout shows the plan, price, billing period and automatic renewal before any payment, and the confirmation email repeats them.

For each subscription we keep the purchase time, the plan and price shown at checkout, your acceptance of the terms, the emails sent to you, and an activity log of the workspace: sign-ins, warehouses connected, scans run and alerts sent, with the technical details stored next to each event. The payment operator keeps its own record of each charge, including the card's issuing country, where the payment came from and the result of bank authentication such as 3D Secure. A claim of an unauthorised charge is checked against these records, and the same records are sent to the card issuer if a chargeback is opened.

Earlier purchases

A subscription bought before 14 October 2026 keeps the refund terms that were published on the day it was bought.