Refund Policy
The short version
30-day money-back guarantee on your first payment. If Provenance is not what you needed, email us within 30 days and we will refund it. No form, no argument.
1. The guarantee
If you are within 30 days of your first payment — Pro Monthly or Pro Yearly — email Support@useprovenanceapp.com and ask for a refund. We will refund the full amount.
You do not need to give a reason. If you tell us one we will read it, because it is how the product gets better, but it is not a condition.
This applies to your first payment only, once per account.
2. After the first 30 days
Pro Yearly. We do not refund partial years by default. Your subscription stays active until the end of the paid period and does not renew if you cancel. If something has genuinely gone wrong — an extended outage, a charge you did not authorise, a billing error — email us. We would rather sort it out than argue about a policy page.
Pro Monthly. We do not refund partial months. Cancel and you keep access to the end of the current month.
3. Renewals
Subscriptions renew automatically until cancelled. We email you before an annual renewal.
If an annual renewal catches you by surprise, tell us within 14 days of the charge and we will refund it, provided you have not generated an Originality Packet since it was taken.
4. Additional storage
Storage add-ons are billed monthly and can be cancelled at any time, effective at the end of the current month. Part-months are not refunded.
5. What happens to your data if you are refunded
A refund also ends your subscription. It is not a credit on a subscription that keeps running — the two happen together.
From that point the cancellation rules in Terms of Service section 6.1 apply. Your account becomes read-only, we email you, and you have 24 hours to take your record with you before the account is closed and its files are permanently deleted.
During those 24 hours you can still:
- view all of your evidence;
- download any individual file;
- download your entire account in one archive, including every original file and a manifest listing each file's name, SHA-256 hash, received date and capture date;
- generate and export Originality Packets.
We do not withhold your data over a refund. You get all of it, in a form you can verify — the hashes in the archive still match the hashes in your Originality Packets. What ends is the service, not your access to your own files.
Subscribing again before those 24 hours are up cancels the closure entirely. Afterwards, signing up with the same email address creates a new and empty account. We cannot restore a closed account.
6. How to ask
Email Support@useprovenanceapp.com from the address on the account.
We aim to respond within 2 business days. Approved refunds go back to the original payment method through Stripe and typically appear within 5–10 business days, depending on your bank.
7. Chargebacks
If something is wrong, please email us first. We will almost certainly just fix it, and it is faster than a bank dispute. We may suspend an account with an unresolved chargeback until it is sorted out.
8. Free plan
The Free plan costs nothing, so there is nothing to refund. It has no time limit and does not expire.
9. Contact
Support@useprovenanceapp.com Berrada Ventures LLC, New York