Refunds.

You see the cost before anything runs

Usage is metered in maps, and the number of maps an analysis will consume is shown on the boundary you drew before you start it. Nothing is charged or deducted by surprise, which is why most of what would otherwise be a refund question never becomes one.

Insufficient evidence returns your maps

If an analysis finishes without enough evidence to make a recommendation, it does not quietly spend your allowance. The maps it reserved return to your balance and you can spend them on different ground. This is automatic; you do not have to ask.

A result you disagree with is not the same thing. A ranked site with its evidence shown is a delivered analysis, and the groundwater disclaimer sets out why a modelled range is not a guarantee of what a drill will find.

What is not refunded

We do not refund on the outcome of a drill. A dry hole, a lower yield than the modelled range, water deeper than expected, or a well that fails later are not grounds for a refund, and neither is a second opinion that reached a different conclusion. What you paid for is the analysis and the evidence behind it, not a guarantee about the ground.

We also do not refund an analysis because you drew the wrong boundary, ran it on land you do not control, or changed your mind after seeing the result. The map cost is shown before anything runs precisely so that decision sits with you.

Outside the statutory rights below, refunds are discretionary and reserved for cases where the service itself failed you — a charge you did not make, a duplicate charge, or an analysis that never delivered a result and could not be re-run.

Subscriptions

Plans renew automatically until you cancel. You can cancel at any time from Plan and billing, and the cancellation takes effect at the end of the cycle you have already paid for — you keep the maps you have until then.

Plan allowances reset each cycle and do not roll over, so an unused allowance at the end of a cycle is not refunded or carried forward. Cancel before the renewal date if you do not want the next cycle.

Single maps

A single map is a one-time purchase of a single analysis. Once the analysis has run it has been delivered and the payment is not refundable, except where the law gives you a right we cannot exclude.

If that analysis returns insufficient evidence, you get the map back as a credit to run another one on different ground rather than a refund of the payment. Nothing you paid for is lost; it moves rather than reverses.

Your statutory rights

Nothing in this policy removes a right you have by law. Consumers in the EEA and the UK have a statutory right to withdraw from a distance contract for digital services, which is ordinarily lost once you ask for the service to be supplied immediately and it has been supplied. Where a mandatory consumer-protection or local tax rule requires a refund, that rule wins over anything written here.

How to ask

Paddle is our merchant of record: they take the payment, they appear on your statement, and they issue any refund. Write to billing@usebeneath.com with the account and the charge and we will deal with it, or contact Paddle directly through the receipt they emailed you.

We answer every request, and where we decline one we say which part of this policy the decision rests on.