Refund Policy
How cancellation works, what happens to seats mid-cycle, and the circumstances in which we return money.
What this says.
We have no free tier and no trial, so the first month is effectively how you evaluate us. This policy is written with that in mind.
- Cancel at any time. Access continues to the end of the period you have already paid for.
- Monthly fees are not prorated on cancellation, because you keep the access you paid for.
- Seat reductions apply at the next period boundary rather than refunding mid-cycle.
- If we billed you in error, we fix it and return the money.
- If the service was materially unusable and we could not fix it, ask and we will look at a refund on the merits.
This summary is here to be readable. The numbered clauses below are the operative text.
Policy
Cancelling a product
You can cancel a product from your subscription at any time. That product stays active until the end of the current billing period, and seats lose access after that date.
Because your organization holds one subscription with a line item per product, cancelling one product does not affect the other.
Prorating and seat changes
Monthly fees are not prorated on cancellation. You have paid for the period and you keep access for the whole of it.
Adding seats takes effect so the member can start working. Reducing seats is recorded as a pending change applying at the next period boundary, rather than generating a mid-cycle refund.
Billing errors
If we charged you incorrectly, tell us and we will correct it and return the difference. This is not discretionary, and we would rather find these ourselves than have you find them.
Service problems
If the service was materially unusable for a sustained period and we were unable to resolve it, contact us and we will consider a refund on the facts. We do not currently offer a contractual uptime commitment, so this is a good-faith position rather than a service credit formula, and we prefer to say that plainly.
How to ask
Use the contact page, choose the pricing and plans topic, and tell us what happened. A person reviews it, and you get a real answer with a reason rather than a form response.
Ask before you sign.
If your legal or procurement team needs something changed, clarified, or evidenced, contact us and we will answer specifically rather than pointing at this page again.