Effective: 25 October 2026
This policy is part of the Benchmark Monitor terms of service between Bravery Media LLC ("we") and your organization ("you"). It explains how to cancel, what happens when you do, and when we give money back.
The short version
- Cancel any time on your billing page. You keep access until the end of the period you've paid for.
- Monthly plans: no refunds for the current month.
- Annual plans: a full refund if you ask within 14 days of your first annual purchase. After that, no refund.
- We always refund our own mistakes, such as a double charge.
How to cancel
- Sign in at app.benchmarkhe.com as an owner or admin of your organization.
- Open Billing from the account menu and choose Cancel subscription.
- Stripe's billing portal opens. Confirm the cancellation there.
The billing page then shows the date your access ends, and we email the account owner to confirm. If you can't sign in, email support@benchmarkhe.com from the account owner's address and we'll cancel for you.
When it takes effect. A cancellation always takes effect at the end of the current billing period, never immediately. Until then your competitor sets, recipients and reports carry on as normal, including any monthly report due before the end date. After it, you can no longer sign in to see reports, and no more are sent.
Changing your mind. Until the end date, you can undo the cancellation from the billing portal (the Billing portal button on the billing page). Your plan then continues and renews as before. While a cancellation is pending, you can't add Seats or switch plans; undo it first.
Refunds
Monthly plans (Seat and Campus)
No refunds or partial refunds for the current month, whenever you cancel in it. You won't be charged again.
Annual plans (Seat, Campus and Portfolio)
- First purchase: if you ask within 14 days of the date you first bought an annual plan, we refund it in full.
- After 14 days: no refund. You keep access to the end of the year you paid for.
- Renewals: if an annual plan renews and you didn't mean it to, ask within 14 days of the renewal and, as long as no report has been sent since the renewal, we'll refund it in full.
- Portfolio: the 14-day refund applies to Portfolio too, including the setup call.
- Switching from monthly to annual counts as a first annual purchase.
Plan changes, Seats and account credit
- Removing a Seat, or switching to a cheaper plan, credits the unused time to your account balance. Stripe applies that credit to your next invoices. It is not paid back to your card.
- Adding a Seat or switching to a more expensive plan is charged straight away, prorated from today. We show you the amount before you confirm, so a confirmed charge isn't refundable just because you changed your mind, unless it falls under the 14-day rule above.
- Credit left on your account balance when your subscription ends is not paid out.
Discounts, promotion codes and complimentary periods
- A refund is never more than you actually paid. If you paid a discounted price, that's what is refunded.
- A complimentary period costs nothing, so there's nothing to refund.
- When a discount or a complimentary period ends and there's no card on file, your subscription ends with it; no charge is made. We email you 14 days before. To keep your plan, add a card on your billing page before the end date (for a complimentary period, then choose to continue). If a card is on file when a discount ends, the regular price is charged from then on, and the refund rules above apply to it.
Failed payments
If a renewal payment fails, we don't switch anything off straight away: Stripe retries the card and we ask you to update it. If it's still unpaid after the retries, the subscription ends and nothing more is owed for the unpaid period.
Our mistakes, and when we end the service
- Billing errors (a double charge, a charge after you cancelled, the wrong amount) are always refunded in full.
- If we end your subscription without cause, or stop offering the service, we refund the unused part of any fees you paid in advance.
- If we materially reduce what your plan includes, annual customers can cancel and get the unused part back.
- Outages and late reports don't normally give a right to a refund. If a problem on our side stops your reports for a whole month, tell us and we'll credit that month.
Tax
Tax is refunded together with the amount it was charged on. Tax charged before we had your exemption certificate is handled as the terms of service describe (section 6).
How to ask for a refund
Email support@benchmarkhe.com from the account owner's address with your organization's name and the charge you mean. We reply within two business days. Approved refunds go back to the card that paid, through Stripe; your bank usually shows them within 5 to 10 business days.
Please talk to us before disputing a charge with your bank. We can almost always sort it out faster by email.
Changes to this policy
We may update this policy as the terms of service describe (section 16). A change never takes away a refund you were already entitled to under the version in force when you paid.
Contact
support@benchmarkhe.com
Bravery Media LLC, 5900 Balcones Dr. Ste 20207, Austin, TX 78731