Refund Policy

This policy explains when you are entitled to a refund on a Premium subscription. It applies alongside our Terms & Conditions, and nothing here affects your statutory rights as a consumer.

Choosing a paid plan creates a plan request only — we do not take payment automatically. No charge is made, and therefore nothing is refundable, until our team has contacted you directly and you have agreed to set up billing. You can cancel a plan request at any time before billing is arranged, free of charge, by emailing billing@counts.ai.

The Premium plan includes a guarantee of a confirmed interview introduction with a verified employer within your first monthof an active paid subscription, provided your profile meets our placement team’s minimum matching criteria (a complete profile, relevant skills, and availability for your selected roles).

If we do not deliver a qualifying interview within that first month through no fault of your own, you are entitled to a full refund of that month’s subscription fee, or — if you prefer — a free additional month while we keep working on your placement. To claim this, contact billing@counts.ai within 14 days of the end of your first month, and our team will review your account and respond within 5 working days.

If you change your mind shortly after your first payment is taken, you can request a full refund within 14 days of being charged, provided you have not yet received a qualifying interview introduction or made substantial use of paid features such as the AI Auto-Apply Engine. This mirrors the statutory cooling-off period for digital services and does not affect any other rights you may have.

You can cancel future billing at any time by emailing billing@counts.ai or via your dashboard. Cancelling stops future charges but does not automatically refund the current billing period — you will continue to have access to your plan’s features until the end of the period you have already paid for, unless a refund applies under Section 3 or 4 above.

Annual plans are billed at a 25% discount versus paying monthly. If you cancel an annual plan after the cooling-off period in Section 4, we will refund the unused portion of the year on a pro-rata basis, less the value of any months during which the interview guarantee was met.

• Refunds are not available simply because an interview did not lead to a job offer — the guarantee covers the interview introduction itself, not the outcome of that interview.
• Accounts suspended or terminated for breaching our Terms & Conditions (for example, providing false information) are not eligible for a refund.
• The guarantee does not apply if your profile is incomplete or you have marked yourself unavailable for matching during the qualifying period — our team will let you know if this is the case so you can update your profile.

Approved refunds are returned to the original payment method within 5–10 working days. We will confirm the amount and timing by email once your refund request has been approved.

To request a refund or ask about your eligibility, email billing@counts.ai or use our Contact page. We aim to respond to all billing queries within 2 working days.