Refund and Cancellation Policy

Last updated: 19 August 2026 Applies to: Legible subscriptions

The short version

Legible, a product of Sensate Origin Design Services-FZCO, has a Free plan that costs nothing and takes no card. Pro and Agency each carry a 14-day free trial on the plan record our billing provider holds. We do not refund periods that have already started — you keep access until the end of the period you paid for.

There is more than one route to a paid plan, and this document does not claim the same certainty about all of them. One promise does cover every route, and it is the one that matters: if you are charged before your 14 days are up, tell us and we refund it in full. We would rather owe you that than print a sentence about your card we have not walked ourselves.

Your free trial

The Free plan is not a trial. It costs nothing, it takes no card, and it does not expire or turn into a paid plan on its own. Nothing in this section applies to it.

The trial belongs to the paid plans. Pro and Agency each carry a 14-day free trial, set on the plan record our billing provider holds for them. The trial puts you on the plan you chose — not a reduced version of it. Creating a Free account takes no card.

Two routes to a paid plan, and we are only certain about one

• Signing up straight onto Pro or Agency, from the plans on our website. You

give a card as part of signing up, the trial starts, and the first charge falls when it ends — then on the same date each period after that.

• Moving an account you already have, using the upgrade button inside the

app. That opens your existing account at our billing provider and asks it to change your subscription. The provider shows you a summary of what it is about to charge, and you confirm on that screen.

We have not yet completed that second route with a real card, so this document does not tell you what your card does on it. The summary on the provider's confirmation screen is the authority there, not us. If it does not say what you expected, stop before you confirm and email hello@sensate.design — we will tell you in writing what your account will be charged and when.

The promise that covers both routes

If you are charged before your 14 days are up, we refund it in full. No argument and no case to make; it is written as a commitment under "When we do give refunds" below, not offered as a courtesy.

We email you before the trial ends, with the date and the amount — read from our billing provider rather than counted forward from your signup, so it is the date the charge will actually fall. If that email does not arrive, that does not extend the trial, but it does put any charge you did not see coming squarely inside the refund commitment above.

Cancelling

You can cancel yourself, at any time, from Account & usage in the app: one confirmation and an optional reason. No retention call, no notice period, and no reason required.

If our billing provider cannot be reached at that moment, your request is still recorded and a person completes it the same working day — the screen tells you which of the two happened, and gives you a reference either way.

You can also cancel by emailing hello@sensate.design, which we action the same working day.

When you cancel:

• You keep full access until the end of the period you have already paid for.
• You are not charged again.
• Scheduled monitoring stops at the end of that period.
• Your audit history stays available to export for 30 days after the

subscription ends. After that we delete it (see the Privacy Policy).

Cancelling is not the same as deleting your account. You can delete your account and its data yourself, from Account & usage in the app. Before you confirm, that screen lists both what is deleted and what is not — some records, such as your sign-in with our accounts provider and the invoices we are required to keep, are named there with the reason and the way to deal with each one.

If you are on a paid plan, cancel first. We do not delete an account while a card is still being charged against it.

Refunds after the trial

We do not refund subscription periods that have already begun, including partial months and unused time after a mid-period cancellation.

This is stated plainly so nobody is surprised by it: once a period starts, that period is paid for.

When we do give refunds

We will refund you, without argument, in these cases:

1. We charged you after you cancelled. Full refund of the incorrect charge.
2. You were charged twice for the same period. Full refund of the duplicate.
3. **The service was materially unavailable for a sustained part of your billing

period** because of a fault on our side. We refund a pro-rated share of that period.

1. You were charged before your 14 days were up. Full refund of that

charge. This holds however you reached the paid plan, whether or not you had cancelled, and whether or not either of us can yet explain how the charge happened.

Email hello@sensate.design with the charge date. We aim to respond within one business day and to process approved refunds within 10 business days. Refunds go back to the original payment method — we cannot send them anywhere else.

We also keep the discretion to refund outside these cases where it is simply the fair outcome. Ask.

Chargebacks

If something looks wrong on your statement, email us before raising a chargeback with your bank. A chargeback freezes the account while the bank investigates, which usually takes longer than us just refunding you.

Price changes

If we change the price of your plan, we will tell you at least 30 days before it takes effect. The new price applies from your next billing period, and you can cancel before then if you would rather not continue.

Annual plans

If annual billing is offered on your plan, the same rule applies: the 14-day trial is the risk-free window, and annual periods are not refunded once started.

Contact

hello@sensate.design Sensate Origin Design Services-FZCO, DSO-IFZA, IFZA Properties, Dubai Silicon Oasis, Dubai, UAE