Refund and Cancellation Policy

New properties may start with a free trial. You do not need to give a payment method to begin, unless we tell you otherwise before you start, and you are not charged during the trial.

If you did not give a payment method, nothing is charged when the trial ends: the property is locked until you choose a plan. If you did give one, cancel before the trial ends and you are never charged; if you do not cancel, the paid plan starts automatically when the trial ends and the first payment is taken then.

Either of these works, and both take effect immediately:

• In the application, go to Settings → Billing → Manage billing. This opens the secure billing portal run by our payment processor, where you can cancel, change plan or update your card.
• Email billing@shiningstar.software from the address on your account and ask us to cancel. We will confirm by reply.

You do not need to give a reason, though we are always glad to hear one. Deleting the application, removing your competitors or simply not signing in does not cancel a subscription.

• Your plan stays fully active until the end of the billing period you have already paid for.
• It does not renew, and your payment method is not charged again.
• After the period ends the property returns to a locked state: your settings and your competitors are kept, but rates stop refreshing.
• A property that was on a plan with more than five competitors keeps its first five, and the others are switched off until you add them back.
• Detailed rate history is deleted after 60 days, as it is for every property (see the Privacy Policy), so a property that stays locked longer than that loses its older history.
• You can resubscribe at any time.
• If you also want your data deleted, ask us and we will delete it as described in the Privacy Policy.

We issue a full or partial refund, without argument, in these situations:

• Billing error. You were charged the wrong amount, or charged after you canceled.
• Duplicate charge. The same period was billed more than once.
• Unauthorized charge. Someone used your payment method without permission. Tell us and we will refund and help you secure the account.
• Extended outage. The Service was materially unavailable for more than 72 consecutive hours in a billing period through our fault. We refund that period on request.
• Charged after a trial you tried to cancel. If you attempted to cancel before the trial ended and the cancellation did not take effect, we refund the charge in full.
• First paid month, if it is not for you. If you tell us within 14 days of your first paid charge for a property that the Service is not working out, we refund that charge in full. This applies once per customer.

• The unused remainder of a billing period after a voluntary cancellation, outside the first month situation above.
• Periods in which the Service was available but you did not use it.
• Dissatisfaction with rates, suggestions or the commercial outcome of pricing decisions you made. As set out in the Terms of Service, published rate data comes from public sources and pricing decisions are yours.
• Gaps in data caused by a third party source blocking, changing or withdrawing access, where we continued to operate the Service.
• Accounts terminated for breach of the Terms of Service.

Email billing@shiningstar.software from the address on your account with the property name and the date or invoice number of the charge. You do not need a special form.

We respond within two business days. Approved refunds are returned to the original payment method, normally within 5 to 10 business days depending on your bank. We refund in the currency charged; we are not responsible for changes in exchange rate or for fees your bank applies.

If something looks wrong, please contact us first. A bank dispute takes weeks and usually results in the account being suspended while it is open, whereas we can normally resolve a billing problem the same day. We will not penalize you for asking.

Prices shown at checkout are tax inclusive: the amount you see is the amount you are charged. A refund returns the full amount charged, including the tax component.

We give at least 30 days notice before a price change, and it only applies to periods after it takes effect. If you do not accept it, cancel before then and you will not be charged the new price.

Billing: billing@shiningstar.software. This policy forms part of our Terms of Service.