Refund Policy

This policy applies to paid ProductLense plans bought at https://app.productlense.app. ProductLense is operated by RedAnalytica. Paid plans are sold through Dodo Payments, which acts as merchant of record and processes every refund.

1. 14-day refund on your first payment

If you are not satisfied, you can get a full refund of your first payment on a paid plan if you ask within 14 days of that payment. This applies to monthly and annual plans alike: an annual plan bought for the first time can be refunded in full within 14 days of the first annual charge.

When the refund is processed, your account returns to the Free plan. Your data stays, but anything beyond the Free plan’s limits (one site, 30 days of history, no billing connections) is no longer shown, and new events above 10k a month are dropped.

2. Renewals

Renewal payments, monthly or annual, are not refundable, except where the law requires otherwise or where the service was unavailable for a long period through our fault.

3. Cancelling

You can cancel at any time from the account page. Cancelling stops the next renewal. Your plan stays active until the end of the period you have paid for, and then the account moves to the Free plan. We do not give pro-rata refunds for the unused part of a period when you cancel.

4. Upgrades and downgrades

When you change plans, Dodo Payments applies proration to the charge for the new plan within the same currency. A downgrade is not a refund: any credit is applied as Dodo Payments calculates it to later payments, not paid out.

5. How to ask for a refund

Email support@productlense.app from the email address on your account, with the subject “Refund” and the date of the payment. We confirm by email when the refund is issued. Approved refunds are issued by Dodo Payments to the original payment method, usually within 5 to 10 working days depending on your bank or card issuer. Refunds are made in the currency you paid in, including any tax that was charged.

6. Exceptions

We may refuse a refund where an account was used in breach of the Terms, for example for abuse of the event caps, or where several refunds have been requested on new accounts by the same person.

7. Chargebacks

Please contact us before disputing a charge with your bank. A chargeback on a payment we would have refunded only delays your money.

8. Your statutory rights

This policy does not limit any right you have under consumer protection law where you live, including the law of India and, for consumers, the law of the EU or UK.

9. Contact

RedAnalytica (redanalytica.in), Ahmedabad, Gujarat, India. Refunds and billing: support@productlense.app. Grievances: Sanni Heruwala, grievance@productlense.app.