01 · The policy
What this policy covers.
This policy applies to payments for [PRODUCT NAME], including monthly or annual subscriptions, plan upgrades, add-ons, additional seats, usage-based charges and other paid features offered by [LEGAL ENTITY NAME]. It should be read with our Terms & Conditions and Privacy Policy.
Mandatory consumer or payment rights that apply to you are not limited by this policy. Where local law gives you a stronger right to cancel or receive a refund, that right will apply.
02 · Paid plans
Subscription payments are generally non-refundable.
Subscription fees are charged in advance for the billing period selected at checkout. Once a billing cycle has started, we generally do not refund partial periods, unused time, unused document allowances, unused coordinator seats or downgraded features.
Unless the applicable plan or law says otherwise, a cancellation stops future renewals but does not refund the current or a previous billing period. You may continue using paid features until the end of the period already paid for, subject to these Terms.
03 · Trying the Service
Free trials and promotional access.
If we offer a free trial or promotional period, the specific duration, eligibility and conversion terms will be shown when you start it. Cancel before the trial ends to avoid a paid renewal where cancellation is available before the charge.
We may require a payment method to start a trial. If a charge is made during a trial due to an error, duplicate transaction or failure to apply the stated trial terms, contact us promptly and we will review it.
We may limit one trial or promotion per person, workspace, payment method or organization, and may withdraw or change a promotion where permitted by law.
04 · Exceptions
When a refund may be considered.
We may review a refund request on a case-by-case basis in situations including:
- Duplicate charge: the same account was charged more than once for the same plan and billing period.
- Incorrect charge: we charged the wrong amount, applied the wrong plan or charged after a valid cancellation request.
- Trial error: a charge was made contrary to the trial terms shown to you.
- Substantial service failure: the Service was substantially unavailable for an extended period and the issue materially prevented use of the paid features.
- Required by law: a refund or cancellation right applies under the law governing your purchase.
Approval is not automatic. We may consider the facts, the duration and effect of any outage, account history, plan terms, payment records, misuse, chargeback activity and the remedies required by law.
05 · The request
How to ask for a refund.
Send a request to [BILLING EMAIL] within [REFUND REQUEST WINDOW] of the charge or event giving rise to the request. Include:
- Account email, workspace name or user ID.
- Charge date, amount, currency, plan and transaction or payment ID.
- Reason for the request and relevant details, such as an error message or duplicate-charge record.
- The outcome you are requesting and any supporting screenshot or receipt.
We may ask for additional information to verify the account and transaction. We aim to respond within [RESPONSE TIME] business days. If approved, the refund will normally be sent to the original payment method.
After approval, your payment provider or bank may take [REFUND PROCESSING TIME] business days to show the funds. Currency conversion, bank fees and provider processing times may affect the amount or timing.
06 · Future charges
Cancellation stops renewal.
You can cancel from account settings where available or contact [SUPPORT EMAIL]. Cancellation must be completed before the renewal date to avoid the next charge. A failed payment, deleting an app shortcut or simply stopping use does not necessarily cancel a subscription.
When cancellation takes effect, access may continue until the end of the paid billing period unless we state otherwise. We may suspend access immediately for fraud, security risk, unlawful use, serious breach or unpaid amounts.
Closing an account does not automatically create a refund. Please export or download any documents and data you need before cancellation or closure.
07 · Processing payments
Payment-provider rules also apply.
Payments may be processed by [PAYMENT PROVIDER, FOR EXAMPLE RAZORPAY]. Your transaction may also be governed by the provider’s terms, your bank’s rules, network rules and applicable payment regulations.
We will cooperate with reasonable payment investigations. Please contact us before opening a chargeback where possible so we can review the issue. An unjustified chargeback, payment reversal or repeated payment abuse may lead to suspension while the matter is investigated.
We do not store full card numbers unless expressly stated in the final payment architecture. Payment details are handled by the applicable payment provider under its own security and privacy practices.
08 · Updates
Changes to this policy.
We may update this Refund Policy when our plans, providers, billing process or legal obligations change. We will publish the revised version and update the date above. The version in effect when the relevant charge was made will normally apply to that charge, subject to mandatory law.
09 · A direct line
Refund questions and requests.
[LEGAL ENTITY NAME]
[BUSINESS ADDRESS]
[CITY, STATE / REGION, POSTAL CODE]
[COUNTRY]
Billing email: [BILLING EMAIL]
Support email: [SUPPORT EMAIL]
Include “Refund request” in the subject line and never send full card numbers or passwords by email.