Cancellation and refunds
Version 1.0 · effective 6 September 2026
How paying for ArrayTrace works, how to stop, and when money is paid back. This policy is part of our terms of use, changes with them, and is offered by ArrayTrace.
1. The free trial
A new team gets 14 days free. No card is asked for and nothing is charged, and when the trial ends it does not turn into a paid plan: a team pays only once somebody chooses a plan and pays for it.
2. What you pay, and when
Plans are priced per team and billed in ZAR, in advance, either monthly or annually. The prices are on the pricing page and on the billing page inside the product. The price shown is the whole of what is charged.
Payment is taken by our payment provider, and your card number never reaches us. The first payment is taken when you subscribe, and the plan starts as soon as the provider confirms it. Each payment is receipted by email to the team's owner with its invoice attached, and every invoice can be opened again from the billing page.
3. Renewal
A subscription renews automatically at the end of each period, monthly or yearly as chosen, and each renewal is charged to the same payment method until the subscription is cancelled. It renews at the price you subscribed at: a change to our prices applies to new subscriptions, never to one already running.
4. How to cancel
The team's owner or an administrator opens Billing and chooses Cancel subscription. The recurring charge is stopped at the payment provider there and then, so no further payment is taken. If you cannot reach the billing page, write to support@arraytrace.com from the owner's address and we will stop it for you.
The plan keeps working to the end of the period already paid for, and the confirmation names that day. We write to the owner when a plan is cancelled, again 7 days before it ends, and once more when it has ended.
5. What happens when a plan ends
Nothing is deleted. Everybody in the team can still sign in, and every project, design, report and proposal stays where it is, readable and exportable. What stops is making new ones: creating a project, running a simulation and generating a proposal need a plan. Taking a plan out again opens them back up as soon as the payment confirms.
6. Changing plan
Choosing another plan while one is paid for replaces it once the new payment goes through: the old plan's recurring charge is stopped and the team moves to the new plan straight away. What is left of the old plan's paid period is not credited or refunded, and the billing page says so before you pay.
7. If a payment fails
If a renewal does not go through, we write to the owner and the plan keeps working for 7 days after the period it was renewing ended, so there is time to put it right. If it is still unpaid after that, the plan ends as above, and nothing is deleted.
8. Refunds
Fees for a period that has already started are not refunded, in whole or in part. Cancelling stops the next charge; it does not pay back the current one, which is why the plan runs to the end of it.
We refund in full any charge you did not owe:
- the same period charged twice;
- a charge taken after the subscription was cancelled;
- a charge taken on a plan another plan had already replaced;
- an amount different from the price you subscribed at.
For anything else, ask us and we will deal with it case by case. Write to support@arraytrace.com and quote the invoice number, which is the reference beside the payment on the billing page. A refund is paid through our payment provider, and how long it takes to reach you depends on how you paid and on your bank.
9. Your statutory rights
Nothing in this policy limits a right you have under the consumer protection law that applies to you.