There is now a single page saying when we refund and when we do not. Until today that was spread across two clauses of the Terms and one of the Billing and Tax Policy, so you had to already know where to look. It is at Refund Policy and it is linked from the footer of every page.
Nothing you are entitled to has changed. The policy states the position that already followed from the terms you accepted, in one place and in plain English — including the parts that are not in your favour. SIMCOAI is sold business to business, so the Consumer Rights Act and the 14-day right to cancel a distance contract do not apply, and cancelling part way through a period you have paid for is not refunded. We would rather tell you that plainly than have you find out.
What has changed is that we now do the arithmetic and pay it. Our terms have always promised a pro-rata refund if we withdraw the service, retire a plan you pay for, change the terms in a way you decline, or cannot supply for a prolonged period — and there was no system behind that promise. There is now: the unused part of your period is calculated and returned to the card that was charged, without you having to ask or work out the figure. A charge that was never owed goes back in full.
The calculation uses what you were actually charged rather than your plan’s list price, measures real elapsed time so a six-month or annual term is not rounded, and rounds any fraction of a penny in your favour. Refunds we have issued appear on the Billing page of your dashboard with a credit note reference.