Refund Policy

Effective Date: September 14, 2026 Last Updated: September 28, 2026

This Refund Policy applies to all subscriptions to the Undercurrent platform (“Platform,” “Service”) operated by Undercurrent Research Labs, Inc. (“Company,” “we,” “us,” “our”). It is part of the End User License Agreement.

1. First-Month Money-Back Guarantee

First-month money-back guarantee: a full refund on request within 30 days of your first payment. If you are not satisfied with the Platform for any reason, contact us within 30 days of your first payment and we will refund that payment in full.

The guarantee applies to your first invoice only — the payment made when you subscribed. It does not apply to renewals, to lines added after your first payment, or to a second subscription opened after a prior one was refunded or canceled.
Annual subscriptions: your first payment is the annual prepayment for your fixed lines. A request within 30 days of that payment refunds the amount prepaid by you. Additional engagements on an annual subscription are billed on a separate monthly invoice; the guarantee covers your first invoice, and any separate engagement invoice issued in the same period is refunded with it on request.
Refund requests must be submitted within 30 days of your first payment to billing@theundercurrentapp.com from the email address on the account.
Approved refunds are processed within 5 business days, or longer if required by the Company, and include any sales tax collected on the refunded payment.
The guarantee is available once per customer. We may decline a refund request where we reasonably determine that the guarantee is being abused. Where required by law, we will provide a refund.
Your subscription ends when the refund is issued, and your account follows the wind-down in Section 5. The Platform does not offer a data export, and we cannot produce one for you (see the EULA, Section 11). Keep your own records of any engagement material you consider essential before requesting a refund.

This guarantee exists because the Platform compounds over time. We want you to experience enough of the analytical cycle to make an informed decision — not rush through a short trial.

2. Monthly Subscriptions

Monthly subscriptions are billed in advance at the start of each billing cycle. Prices shown exclude applicable taxes, which are calculated and collected at checkout where required.

You may cancel at any time through the Platform at Settings > Billing.
Cancellation takes effect at the end of your current billing cycle. You retain full access until that date.
No refunds are issued for partial periods beyond the first-month guarantee. If you cancel mid-cycle, you will not be charged again, but you will not receive a refund for the remainder of the current period.
Additional engagements are added only when you request one in the Platform, and each is billed for a whole calendar month, never prorated: an engagement that is active at any point in a month is one whole unit for that month, including one added mid-month. On the first day of each month, the number billed to you is reduced automatically to the number you actually used in the prior month. Finished engagements beyond the three included are billed the same way. The rules are in the EULA §2, “How Engagements Work”; the prices are in the Price Schedule.
Removing a line. You may add Capture or an additional engagement yourself through the Platform at Settings > Billing, effective immediately. Removing Capture or Firm is arranged through support and takes effect at the end of the current billing period; the remainder of the period is not refunded.

3. Annual Subscriptions

Annual billing applies to the fixed lines only (Core, Capture, and Firm), as a single payment at the start of the annual cycle at the annual prices in the Price Schedule. Additional-engagement and finished-engagement charges always bill monthly, on a separate monthly invoice.

Within 30 days of your first payment: the first-month money-back guarantee applies, and the amount prepaid by you is refunded (Section 1).
After 30 days: you may receive a pro-rata refund for unused full months remaining on your annual cycle, at our discretion. Contact us to discuss your situation.
Cancellation takes effect at the end of your current annual cycle unless a refund is issued. You retain full access until that date. Your monthly engagement invoice continues each month until the annual cycle ends and stops with it.
Annual renewals are billed at the start of the next annual cycle and are not covered by the first-month guarantee.

4. How to Cancel

You can cancel your subscription at any time in two ways:

Self-service: Navigate to Settings > Billing in the Platform and select “Cancel subscription.” You may also cancel through the “Manage Billing” portal on the same page.
Email: Contact us at support@theundercurrentapp.com with the subject line “Cancel Subscription” from the email address on the account.

You will receive a confirmation email when the cancellation is recorded. A cancellation can be reversed from Settings > Billing at any time before the end of the paid period, with no new charge.

5. Data After Cancellation

After your paid period ends:

Your account enters a 30-day read-only period. You can view everything but cannot add to it. You may restart your subscription during this period from Settings > Billing and continue with your data intact.
When the read-only period ends, your account is deactivated. Access ends. Your data is retained until you delete the account (from Settings > Billing, at any point after cancellation) or ask us to restore it.
When you delete your account, permanent deletion of your organization, every engagement, all uploaded media, and your billing customer record completes within 31 days, subject to the backup and legal-hold terms in the Privacy Policy and the EULA, Section 11.

The Platform does not offer a data export at any stage, and because your content is encrypted under keys only you hold, we cannot produce one on your behalf. Retain your own records of engagement material you consider essential before your paid period ends.

6. Billing Disputes

If you believe you have been charged in error, contact us at billing@theundercurrentapp.com within 30 days of the charge. Include:

Your account email address
The date and amount of the charge in question
A brief description of the issue

We will investigate and respond after we receive your email.

7. Contact

For billing and refund questions:

Undercurrent Research Labs, Inc. Greenville, SC Email: billing@theundercurrentapp.com Web: https://undercurrentresearchlabs.com