> ## Documentation Index
> Fetch the complete documentation index at: https://docs.scanova.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Refund policy

> When Scanova issues a refund and when it does not: the two exceptional cases, the claim windows for monthly and annual renewals, and how to request one.

Scanova's refund policy is narrow by design, and the reason is the free trial: you can try the product before paying, and you choose between monthly and annual billing to suit how long you need it.

## When a refund is not issued

Refunds are **not** granted in these situations:

* A QR Code campaign ends earlier than planned and the codes are no longer needed
* A campaign's results do not meet expectations, leading to it being stopped
* Scanova does not meet expectations

The [14-day free trial](/billing/trial-and-expiry) exists so these can be tested before any money changes hands. During it you can create up to 3 Dynamic QR Codes, and Static QR Codes are not restricted.

## Case 1: an unintended auto-renewal charge

Auto-renewal is enabled by default when you buy a subscription. That is deliberate — it keeps your account and your Dynamic QR Codes resolving, so codes already printed and in circulation don't stop working between billing periods.

You can decline auto-renewal at the time of purchase, or turn it off later at any point from [Subscription & billing](/billing/subscription-and-billing).

If auto-renewal wasn't turned off and a charge goes through unintentionally, you can claim a refund within a window that depends on your renewal period:

| Renewal period | Refund claim is made within |
| :------------- | :-------------------------- |
| 1 month        | 7 days                      |
| 12 months      | 14 days                     |

Approved refunds are processed within 24 hours, and the amount is credited in 7–10 working days.

## Case 2: recurring technical issues

If technical problems with Scanova affect your QR Code campaigns, contact the team at [support@scanova.io](mailto:support@scanova.io) and they will work to resolve them.

Support runs 24/5, Monday to Friday, over live chat, email, phone, and scheduled video calls. If the team doesn't respond promptly, you can ask for the escalation matrix.

Where an issue stays unresolved, or several technical issues occur, you can request a refund. Each request needs management approval and is handled case by case.

## Requesting a refund

Email [support@scanova.io](mailto:support@scanova.io) with your account details and which of the two cases applies. For an auto-renewal claim, send it inside the window in the table above.

## Related

* [Subscription & billing](/billing/subscription-and-billing) — your renewal date, and where to turn auto-renewal off
* [When your trial or subscription ends](/billing/trial-and-expiry) — what happens to your QR Codes when billing stops
* [Payment methods](/billing/payment-methods) — how to pay, and how to change a card
* [Plans and pricing](https://scanova.io/pricing) — what each plan costs and includes