The short version: cancel whenever you like, and if you are within 14 days of first subscribing you get a full refund, no questions asked.
1 Your right to withdraw
14 days, full refund.
If you are a consumer in the European Union, you have a statutory right to withdraw from a distance contract within 14 days. We apply the same window to everyone, consumer or business, wherever you are.
Ask within that window and we refund the whole payment and end the subscription immediately. You do not have to give a reason.
Refunds are returned to the card that was charged, usually within five working days of us processing them, though your bank may take a little longer to show it.
2 Cancelling after that
You can cancel at any time from Settings → Billing. Cancelling stops the next charge and leaves your plan running until the end of the period you have already paid for.
We do not, as a rule, refund the remainder of a month that is already under way, because you keep full use of the plan for all of it. The exceptions are below, and they are real ones.
3 When we refund outside the withdrawal window
You were charged twice
Refunded in full, immediately, whether or not you noticed first.
You were charged after cancelling
Refunded in full. If our cancellation did not work, that is our fault, not yours.
A charge you did not authorise
Refunded in full while we investigate.
A significant outage
If the service was substantially unavailable for a prolonged period, we refund a proportionate part of the period affected.
We changed the terms materially and you did not accept
The unused part of the period you paid for is refunded.
We closed your account without cause
The unused part of the period you paid for is refunded.
You subscribed by mistake
Tell us promptly and we will sort it out. We would rather refund a genuine mistake than argue about it.
4 When we normally will not refund
- · A period that has already been used in full, outside the withdrawal window.
- · A plan given away free, whether on the free tier or during launch pricing - there is nothing to refund.
- · An account closed by us for a serious breach of the Terms or the Community Guidelines.
- · Dissatisfaction with a transaction between you and another user. We are not a party to those and never received the money.
None of this overrides a right you have under the mandatory consumer law of the country you live in. Where the two disagree, the law wins.
5 How to ask
Email us from the address on your account, and include the invoice number if you have it. That is the whole process - there is no form.
We reply within five working days, and we tell you the outcome either way, with a reason if we say no.
If you disagree with our decision and you are a consumer in the EU, you may also use the European Commission's online dispute resolution platform, or your national consumer body.
6 Refunds and your subscription
A full refund ends the subscription there and then, and your business moves to the free plan. A partial refund does not - your plan runs to the end of the period as normal.
Either way, nothing you have published is deleted.