Refunds

Our refund posture is simple: we want your bill to be correct. If something on it is wrong, we fix it. If you simply changed your mind mid-cycle on a flat-rate subscription, the answer is usually "use the rest of the period."

What we refund without question

• Duplicate charges. Stripe sometimes retries in odd ways; if you were billed twice for the same period, we refund the duplicate.
• Charges after cancellation. If a charge somehow went through after you canceled, we refund it.
• Wrong seat count. If we billed for more seats than your workspace had, we refund the difference.
• Wrong tax. If tax was computed against an outdated address, we issue a credit note.

These are billing errors. Email us via support-contact with the invoice number and we typically resolve within one business day.

Case-by-case refunds

• Mid-cycle cancellation refund. Default answer is no, because our pricing is flat $39/seat/month and we do not pro-rate refunds. The remainder of the cycle is yours to use. We make exceptions for clear cases of "I literally subscribed yesterday and realized this is the wrong tool"; reach out and we will sort it out.
• Service issues. Unplanned downtime, broken integrations, persistent dispatch failures. We will credit you against the affected period if the issue was on our end and material.
• Annual prepay, mid-term cancellation. We pro-rate annual refunds for the unused months in most cases.
• Stripe-detected fraudulent payment. Stripe handles the refund directly via their dispute flow.

What we do not refund

• Unused seats within an active period. Demote or remove people; the seat is freed at next renewal but is not refunded for the current cycle.
• AI token costs. Those are billed by your model provider, not us. If the AI sent a bunch of bad replies and burned tokens, we will work with you to tighten guardrails (guardrails) and confidence thresholds (confidence-thresholds) but we do not reimburse model fees.
• Time you spent learning the product. Yes, people ask.

How to request a refund

Email support-contact from the owner's address. Include:

• Invoice number(s) in question.
• Reason for the request.
• Whether you want a refund to your original card or a credit applied to a future invoice.

We respond within one business day with either confirmation, follow-up questions, or a decline with reasoning.

How refunds get processed

When approved:

• We initiate the refund in Stripe.
• Stripe pushes the refund to your card. Time-to-arrival is bank-dependent: 5–10 business days is normal.
• A "Refund issued" event appears in your invoice list in the stripe-portal.
• A credit note is issued, which you can download and forward to AP.

If you preferred a credit instead, the credit shows on your next invoice and reduces the amount charged.

Why we do not aggressively pro-rate

We thought about this. Two reasons:

1. Simpler invoices. Customers regularly tell us our invoices are easier to reconcile than the dozens of pro-rated line items competitors generate. The price of that is no mid-cycle refunds.
2. Cycles are short. A monthly cycle with $39/seat means a typical mid-cycle refund is $20–$50. The accounting overhead exceeds the value.

When you push back on the rule, we listen. Most of the cases that look like "should be refunded but is not" turn out, on inspection, to actually be billing errors that we are happy to fix.

Common questions

My card was charged for an annual prepay but I want to cancel after one month. Email us. We typically refund 11 months and keep the one month at the monthly rate ($39/seat).

I was double-billed when I added a seat. Should not happen, but does occasionally if Stripe retries in an unusual sequence. Email us with both invoice numbers.

My refund has not arrived after 7 days. Stripe-side delay. Most banks post within 5–10 business days. After 14 days, contact us; we will follow up with Stripe.

Can I get a refund as a check or wire? No. Refunds go to the original payment method. If the card has expired or been canceled, we issue an account credit instead.

Is there a money-back guarantee? No formal guarantee. In practice, if you are within your first 30 days and clearly have not used the product, we will refund. Just ask.

What to do next

• See cancellation for the cancellation flow.
• See invoices for understanding what was charged.
• For tax/address corrections see stripe-portal.
• For service issues that warrant a credit, file a ticket at support-contact.