Refund Policy
This page is maintained by Suss to explain how billing, cancellations, and refunds work for paid reports and subscriptions.
1. Try before you pay
A free Suss account lets you see how the product works before spending anything: a free preview shows behavioural signals and a summary. Premium plans unlock the full report, including photo, profile, and available public-record safety signals.
2. Digital goods, delivered instantly
Paid reports are digital services that are generated and delivered immediately after purchase, and paid third-party checks are billed to us as soon as they run. Because of this, completed reports are generally non-refundable once they have been generated.
3. When we do issue refunds
We will refund a purchase when:
- You were charged more than once for the same purchase, or charged after cancelling;
- A technical failure on our side prevented your report from being generated and we could not fix it;
- You were billed for a subscription renewal you did not intend and you contact us within 7 days of the charge, provided no paid checks were run in that billing period;
- A refund is required by applicable consumer law.
A report that is accurate but simply did not find anything is not grounds for a refund — "no findings" is a valid result.
4. Subscriptions and cancellation
Suss Premium is available at $4.99/week, $8.99/month, or $49.99/year (USD). Subscriptions renew automatically at the plan price and interval you selected until cancelled. Payments are processed by Paddle, our payment provider and Merchant of Record.
How to cancel. Suss does not currently offer an in-app cancel button. Use the subscription-management link in your Paddle receipt email, or email us at support@getsuss.org from the address on your account and we will cancel it for you.
Cancellation takes effect at the end of the current billing period: it stops future renewals, and your Premium access continues until that period ends, after which your account returns to the free tier. We do not pro-rate partial periods unless required by law.
Usage allowances, such as the monthly cap on public-record searches, reset each billing period and do not roll over.
5. How to request a refund
Email us with the email address on your account, the date of the charge, and a short description of the issue. We aim to respond within 3 business days. Approved refunds are returned to the original payment method and typically appear within 5–10 business days, depending on your bank.
6. Chargebacks
Please contact us before filing a chargeback — most issues are resolved faster directly. Accounts with an open chargeback may be suspended until the dispute is settled.
7. Changes to this policy
We may update this Refund Policy. The version in effect at the time of your purchase applies to that purchase.