Refund Policy
Efefctive date: June 22, 2026
Thing Identity is a digital, subscription-based SaaS product. This Refund Policy explains when refunds may be available. Nothing in this policy limits any mandatory consumer rights that may apply under applicable law.
1. First purchase refund
We offer a 30-day money-back guarantee for the first subscription purchase.
If you are not satisfied with Thing Identity, you may request a refund within 30 days of the original purchase date. This guarantee applies only to the first subscription purchase for a customer or account, unless we decide otherwise at our discretion.
2. Subscription renewals
Subscription renewal payments are generally non-refundable.
Because Thing Identity provides digital services with immediate access, we do not provide routine refunds for renewal payments, unused time, or failure to cancel before a renewal date, except where required by law or where we approve a refund at our discretion.
3. Billing errors
We will refund clear billing errors, such as duplicate charges, accidental overcharges, or payments taken incorrectly.
Where a refund is approved, it will usually be returned to the original payment method through our payment provider.
4. Statutory rights and defective services
Nothing in this policy limits your statutory rights under applicable consumer law.
You may have additional rights where digital services are defective, not as described, unavailable due to our fault, or where a refund is otherwise required by law.
5. EU/UK withdrawal rights and immediate access
Consumers in the EU and UK may have a 14-day right to withdraw from certain distance purchases.
For digital content or digital services, this right may be affected if you request or agree to immediate access before the withdrawal period ends and acknowledge that this may limit or remove your right to withdraw, where permitted by applicable law.
Where required, we may ask for this consent before providing immediate access to the service.
6. Chargebacks and payment disputes
If you believe a charge is unauthorized, incorrect, duplicated, or otherwise disputed, please contact us first so we can investigate and, where appropriate, issue a refund.
If you file a payment dispute or chargeback with your bank or payment provider, we or our payment provider may respond to the dispute and provide relevant transaction, account, and usage information where permitted by law.
7. Trials, cancellations, and renewals
Unless stated otherwise, subscriptions automatically renew until canceled.
You can cancel your subscription at any time through the account portal or by contacting us. Cancellation stops future renewal charges, but it does not automatically refund amounts already paid for the current billing period.
Access normally continues until the end of the paid subscription period. For annual plans, pro-rated refunds are not provided unless required by law or approved at our discretion.
We aim to provide clear renewal information and cancellation instructions.
8. How to request a refund review
To request a refund review, contact us at support@thingidentity.com.
Please include the email address used at checkout, your receipt or order number if available, and a short explanation of the reason for your request.
We typically review refund requests within 3–5 business days and respond by email. Approved refunds are processed back to the original payment method where possible.
9. Changes to this policy
We may update this Refund Policy from time to time to reflect product, legal, or operational changes.
Material changes will be posted on this page and, where appropriate, communicated by email or in-product notice.