This policy forms part of our Terms of Service. Our services are for businesses and organisations only.
1. No refunds
All fees are final. We do not refund fees, Credits or quota in money, except where the law requires it.
When we are at fault, we return Credits or quota, or deliver a report at no extra charge, as described below.
2. Late delivery
Each plan has a turnaround time between 36 and 72 hours. The clock starts when an upload is complete and the footage meets our technical requirements.
If we miss the turnaround time for a match:
- Subscription quota or Credits: we return the quota or Credits used for that match.
- Per-report fee: we deliver the report at no extra charge, or give you a credit of the same value toward a future report.
This is the only remedy for late delivery.
3. Processing failure
If we cannot process a match because of a fault on our side, we return the quota or Credits used, or, for a per-report fee, give you a credit of the same value toward a future report.
If footage cannot be processed because it does not meet our technical requirements (for example, the pitch is not visible or the file is corrupted), we tell you and do not charge for that match.
4. Accuracy
Our outputs are automated estimates. We do not return fees or Credits because outputs contain errors or do not match your expectations. If you think an output has a serious error, contact us and we will review it and, where appropriate, reprocess the match at no extra charge.
5. Subscriptions
- Subscription fees cover the term stated in your order and are not refunded if you stop using the service during the term.
- Unused quota does not carry over unless your order says so.
- We do not reduce the core service during a paid term. Changes that reduce the service, or changes to our terms that reduce your rights, apply to you only from your next term.
- Subscriptions do not renew automatically, so you are never charged for a new term unless you ask to renew.
6. Credits
Credits expire 12 months after purchase. They cannot be exchanged for money.
7. How to request returned Credits
Email [email protected] with your organisation name, the match or report, and the reason. We reply within 5 business days. Approved Credits or quota are added to your account within 14 days.