Refund Policy

1. The Free plan

Code scanning on the Free plan costs nothing, needs no card and has no time limit, so there is nothing to refund.

2. 14 days on a first subscription

The first payment for Team or Business is refunded in full if you ask within 14 days of it and no pentest has started on that subscription. Once a pentest has run, the agent has done the work, so section 4 applies instead. The guarantee applies once per organisation per plan.

3. Cancelling

You can cancel any time from Manage billing in the app. The plan stays until the end of the period you have paid for and is not renewed; the organisation then returns to Free. Cancel at least 48 hours before the period ends to be sure the next one is not charged. Apart from section 2, a period already started is not refunded in part.

4. Pentest Pass, Audit Pentest and extra pentests

A pentest credit you have not used is refunded in full if you ask within 14 days of buying it. An Audit Pentest is refunded within 14 days only if its pentest has not started. A credit is used when its pentest starts, and from then on it is not refundable, whatever the pentest found.

If a pentest is stopped on our side (it was skipped, failed because of our configuration, or found no worker to run it), the credit is returned to your organisation automatically and can be used again.

5. EU and UK consumers

If you buy as a consumer in the EU or the UK you may withdraw within 14 days without a reason and get a full refund. Starting a pentest, or using a paid feature, within those 14 days asks us to begin at once; you then keep the right only for what has not yet been provided, and what has been provided may be deducted fairly.

6. How to ask

1. For a subscription, cancel it first from Manage billing.
2. Email [email protected] from your account's address, with the subject "Refund request" and your organisation's address (its name in the link).
3. We reply within 2 business days. Polar then refunds the payment method, usually within 5 to 10 business days.

7. Tax, billing errors and chargebacks

A business that gives a valid tax ID after buying can ask Polar to refund the tax charged. A billing error (a double charge, a wrong amount, a charge after cancelling) is put right, usually within 5 business days, and does not use up a refund. Please write to us before disputing a charge with your bank: a dispute may suspend the organisation while it is open.

8. What is not refunded

Pentests that ran, periods already started (apart from sections 2 and 5), accounts ended for breach of the Terms unless the law requires a refund, and fees your bank or payment method charges, such as currency conversion.

9. Annual plans and contracts

An annual plan follows this policy with the year as its period. A contract agreed in writing follows its own terms, and this policy where it says nothing.

10. Changes and contact

Material changes are emailed to subscribers at least 14 days before they take effect and never apply to a refund already asked for. Refunds: [email protected]. Annual plans: [email protected].