This article outlines Heatmap policies for free trials, refunds, cancellations, and account restarts.
Free Trial Policy
All new accounts are eligible to receive a 14-day free trial of the Behavioral Suite when signing up for full access to the platform. Users are auto-billed at the end of the free trial period.
If you run into any issues getting started like setup questions, tracking concerns, or account access, our team is happy to help. Please contact support@heatmap.com, and we’ll make sure you’re taken care of.
Refund Policy
We want you to have a great experience with Heatmap. If something isn’t working as expected, we’ll work with you to make it right.
Refunds and/or credits are considered on a case-by-case basis. When evaluating a request, we may consider things like:
the nature of the issue and its impact on your experience
account usage and timeframe
what troubleshooting steps have already been attempted
To request a refund or credit, email our support team at support@heatmap.com with your account details and a brief summary of what happened. Our support team will review your request and follow up with next steps.
Cancellation Policy
If you decide to cancel, we appreciate the time you've spent with Heatmap. You can cancel at any time, and you'll retain access through the end of your current billing period.
If you'd like to reconsider Heatmap in the future, we're happy to help you get started again. In many cases, customers returning 6+ months after cancellation may be eligible for another free trial. If you restart your subscription in the future, it will be billed at the current price.
If you have questions about canceling, billing, or restarting your account, please reach out to support@heatmap.com.