This article explains when we can refund a charge, and how to ask. To stop future charges, cancel or downgrade from Settings → Plan. See How to downgrade or cancel a plan.
What happens when you cancel
Canceling does not cut off access on that day. You keep your paid plan until the current billing cycle ends. We do not renew the subscription, so you will not be charged for the next cycle.
Unused time left in that cycle is not refunded. Extra Spaces you already paid for are not refunded automatically either.
What we can usually refund
We review refund requests case by case. These are the cases we typically approve:
A duplicate charge for the same period
A charge you did not authorize
A charge that posted after you already canceled, when the billing cycle should have ended
What we usually do not refund
Unused time on an annual or monthly plan is not refunded because you canceled early or used the product less than you expected. You keep access through the end of the period you already paid for.
An extra Space you added and later did not use is not automatically refunded. If the Space was added by mistake, message us and we will review it.
How to request a refund
Message us in the chat widget, or email the address on your invoice.
Include the account email, the charge date, and the amount.
If you have the Stripe invoice or receipt, attach it. You can download it from Settings → Billing. See How to have a copy of your Invoice/Receipt.
A teammate will review the request. We may ask for a short confirmation before we issue anything through Stripe.
Need help? Message us in the chat widget.