We back our paid services with a clear refund policy. The summary: PR Replay is refundable before kickoff (Day 1), and Roam Cloud will carry a 30-day first-charge refund once generally available. Other tiers have specific terms below. For PR Replay engagements, the signed Statement of Work takes precedence over this page where the two diverge.
Roam Cloud (when available) — 30-day first-charge refund
When Roam Cloud is available, if you subscribe to any tier (Starter, Team, Growth) and decide it's not for you within 30 days of your first charge, we will refund the full subscription amount.
- How to claim: email hello@roam-code.com from the email address on the account, with the order ID or charge date. No reason required.
- Mechanism: the refund is processed via Stripe back to the original payment method. Card refunds typically appear in 5-10 business days.
- Eligibility: first charge per account. Subsequent renewals are not eligible (cancel anytime to stop the next charge — see below).
- What stops: on refund, the subscription is cancelled and access ends immediately.
Roam Review — 14-day withdrawal, then term-bound
Roam Review is planned as a flat-tier subscription (Starter $99, Team $299, Business $799, Scale $1,499/mo) with usage caps, billed monthly or annually. EU consumer law gives you a 14-day right of withdrawal from any distance contract. Within those 14 days, email us for a full refund.
Beyond 14 days: monthly plans renew month-to-month and you can cancel any time from your account (the cancellation stops the next renewal but does not refund the current month). Annual plans are paid up-front and not refundable for convenience after the 14-day window; you may still cancel auto-renewal any time.
Roam Review remains free for open-source projects forever (no charge, nothing to refund).
Roam Self-Hosted — case-by-case
Self-Hosted is not a packaged GA product today. Private-deployment pilots are scoped individually, and refund terms are negotiated and written into the order form before work starts.
PR Replay — refund before kickoff
PR Replay terms are governed by the signed Statement of Work (SOW) Section 8, which takes precedence over this page where the two diverge. Reference template: sow-pr-replay.md. The clauses most material to a chargeback or dispute:
- Pre-kickoff (Day 1 only): full refund, no questions asked, on written request to hello@roam-code.com. Kickoff is defined as Day 2 of the engagement timeline in SOW Section 4 — the day the replay run begins.
- EU 14-day right of withdrawal: EU consumers may withdraw within 14 calendar days of payment per Directive 2011/83/EU. Where the buyer is a business (B2B), the right of withdrawal does not strictly apply but we honour it in practice.
- Zero-findings clause (Team tier only): if a Team engagement surfaces zero findings worth wiring into CI (our reasonable judgement, narrated in the report), we will at your choice either (a) re-run the replay on a different range at no additional fee, or (b) refund 50% of the fee. Deep engagements do not carry this clause due to the longer window.
- Post-kickoff cancellation (buyer request): non-refundable, but we will deliver the work-in-progress at the time of cancellation if you request it.
- Acceptance window: deliverables are deemed accepted 5 business days after the walk-through call unless you raise specific written objections in writing within that window (SOW Section 6). If objections are raised and not resolved within 30 calendar days, SOW Section 8 refund clauses apply.
Data-handling for PR Replay engagements is governed by the Data Processing Agreement (DPA), incorporated by reference into every SOW.
How to cancel a subscription
- Sign into your account dashboard at app.roam-code.com (when available)
- Settings → Billing → Cancel subscription
- Or email hello@roam-code.com from the account email
Cancellation takes effect at the end of your current billing period. You keep access until then. We don't pro-rate cancellations of already-paid periods unless within the refund windows above.
EU consumer rights notice
EU consumers have a 14-day right of withdrawal from distance contracts (Directive 2011/83/EU as transposed in Greek law via Joint Ministerial Decision Z1-891/2013). Where your local law gives you stronger rights than this Refund Policy, those rights apply.
For digital content delivered immediately after launch (for example, the Roam Review GitHub App being installed and active immediately upon subscription), we ask that you explicitly consent to immediate delivery and acknowledge that the right of withdrawal lapses upon use. If you don't want immediate delivery, contact us before completing checkout and we'll arrange a delayed start.
Disputes and chargebacks
Please contact us first at hello@roam-code.com before initiating a credit-card chargeback. We aim to acknowledge refund or dispute requests within 2 business days and to resolve them within 5 business days. Most disputes are resolved by clarifying scope against the signed SOW; please reference your SOW effective date and tier in the first email so we can match the engagement record quickly.
For EU consumer disputes only, the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr is also available (Regulation (EU) No 524/2013).
Chargebacks initiated without prior contact may incur a chargeback-handling fee on subsequent reinstatement, and we reserve the right to submit the signed SOW, delivery proof, engagement record, and walk-through-call record to the card network as evidence in the dispute.
Questions? hello@roam-code.com.