Subscriptions, renewal and refunds

Starting a subscription

• Creating an account does not start a paid subscription. An organization owner chooses a plan and monthly or annual billing on a checkout page hosted by Stripe, which shows the price, billing interval and any trial before you complete it. (Terms 6.1)
• Completing checkout authorizes us, through Stripe, to charge the payment method you provide for the selected plan at each billing interval until the subscription ends. (Terms 6.2)
• Card details are entered on Stripe's pages, not on NEMUQU's.

Trials

• Checkout requires a payment method, including for an eligible trial. (Terms 6.3)
• Trial eligibility is once per organization; a returning organization may be charged immediately. (Terms 6.3)
• Unless canceled before the trial ends, the subscription converts to paid billing for the selected plan. (Terms 6.3)

Automatic renewal

Paid subscriptions renew automatically at the interval you selected, monthly or annual, unless canceled before the renewal date. (Terms 6.4)

Cancellation

An organization owner can cancel at any time from the billing portal in Settings. Cancellation takes effect at the end of the current paid period, and the subscription remains available until then. (Terms 6.5)

Refunds

• Fees already paid are non-refundable. There are no refunds or credits for partial periods, unused time or downgrades, except where the law requires otherwise. (Terms 6.5)
• One exception: if we end the Terms for a reason other than your breach, on 30 days' notice, we refund any prepaid fees for the period after termination. (Terms 10)

Failed payments

If a payment fails, Stripe may retry it. If payment is not received, the subscription may end and the organization moves to retained-state access. (Terms 6.6)

Price changes

We may change prices for future billing periods. Organization owners are told by email at least 30 days before a price increase takes effect for an existing subscription, and the new price applies from the next renewal after that notice. You can cancel before then. (Terms 6.7)

Taxes

Prices exclude taxes unless stated otherwise. You are responsible for applicable sales, use, value-added and similar taxes, other than taxes on our income. (Terms 6.8)

After a subscription ends

Retained-state access lets you read and export records that have not expired or been deleted. New investigations, uploads and other paid work are blocked, and ordinary retention continues. Resubscribing restores paid work but cannot recover expired or deleted data. (Terms 8)

Canceling a subscription does not close the organization or delete its data. Closing the organization is a separate action that cancels any subscription and removes the organization's accounts and investigation data. (Terms 9) See Data retention.

Questions about a charge

Write to billing@nemuqu.com with your organization name and the invoice date. Do not send card numbers by email.

Last updated 2026-10-15.