Refunds and disputes
Paid plans are charged to a card through Stripe. That means the ordinary protections of a card payment apply: we can refund a charge, and your bank can reverse one without asking us. This page says what we will refund, how to ask, and what happens if you go to your bank instead.
What happens when you pay
Upgrading opens a Stripe Checkout page. You enter the card details there, on Stripe’s own page, and Stripe charges the card. We never see or store the card number.
Once the charge succeeds, the plan on your team changes and the new volume is available immediately. The billing page in your dashboard opens the Stripe portal, which is where you change the card, read the invoices, or cancel.
The free tier costs nothing
The free tier takes no card and carries no charge, so there is nothing to refund on it. Everything on this page is about a paid plan.
Cancelling
Cancel in the Stripe portal, reached from the billing page of your dashboard. Cancelling stops future charges. It does not, by itself, refund a charge that has already been made.
Access after cancelling runs to [END OF PAID PERIOD OR IMMEDIATELY — DECIDE]. Unused sends in a window are not credited, carried over or paid back in cash.
What we will refund
Refunds are handled by a person, one request at a time. We will refund where:
- a charge succeeded and the plan was never applied to your team;
- our error caused a duplicate charge;
- we suspended or terminated your account for a reason that turns out to be ours rather than yours.
We will not normally refund:
- a change of mind after the window has been used;
- unused volume, or a window you let expire;
- an account suspended or terminated for breaching the acceptable use policy.
Outside those cases we will consider a request made within [REFUND WINDOW — DECIDE] of the charge.
If you dispute the charge with your bank
You can raise a chargeback with your card issuer instead of writing to us. We would rather you wrote to us first, because a chargeback is slower for you than a refund and costs us a fee whichever way it is decided.
While a dispute is open, the account it was raised against is suspended, and it stays suspended if the dispute is resolved against us. That is not a penalty; it is that we no longer have a paid relationship to keep open.
How to ask
Write to [SUPPORT EMAIL ADDRESS] from the email address on the account, with the plan and the approximate date of the charge. There is no refund button in the dashboard. An agreed refund goes back to the card that paid, through Stripe, and your bank decides how long it takes to appear.
We do not promise a response time, and we will not pretend to. If mandatory consumer law where you live gives you rights this page does not offer, those rights apply and this page does not limit them.
Who this is with
The service is operated by [LEGAL ENTITY NAME], registered in [JURISDICTION] at [REGISTERED ADDRESS]. These refund terms form part of the terms of service.