Payments, refunds, cancellations

If you were charged after attempting to cancel your subscription, it may be because you selected a subscription extension instead of completing the full cancellation process.

When the extension period ends, the system automatically reactivates the subscription, and the account is billed as usual because no actual cancellation was recorded.

If you’d like us to review the cancellation status on your account, please let us know and we will investigate.

If you received a cancellation confirmation but were charged afterward, we sincerely apologize for the inconvenience. In this case, we will need to contact our billing team to review the issue and determine what happened. We will update you as soon as they complete their investigation.

If your account shows “Free Plan” but you’re still being charged, it’s likely that the charges are linked to another billing profile.

To locate the correct account, please send:

• A screenshot of the transaction

• The name on the payment card

• The last four digits of the card

Once we receive this information, we can trace the payment and resolve the issue.

Trial pricing is only available once per account. If you have already used the trial in the past, the system will not offer the discounted trial rate again.

Subscription timing is calculated from the exact timestamp of your original sign-up, not business days.

If you still believe you were renewed earlier than you should have been, let us know and we will contact the billing team to review your renewal history.

Our refund policy allows refunds only within the first 7 days of account creation. If more than 7 days have passed, the subscription is not eligible for a refund, even if no premium features were used.

Our pricing details and the trial payment page explain that the 7-day trial automatically converts into a monthly subscription if it is not canceled within the trial period.

If the subscription was not canceled before the trial ended, the system processed the renewal as designed.

Didn’t Use Premium Features — Why No Refund?

Refund eligibility is based on sign-up timing, not usage. If more than 7 days have passed, the account is not eligible for a refund, regardless of whether premium features were accessed.

When a cancellation is successful, the system sends a confirmation email. If you did not receive this confirmation, the cancellation may not have been completed.

Refunds cannot be issued if more than 7 days have passed since account creation, even if you attempted to cancel before renewal.

Billing cycle, pauses, account activation

*Platforms used: Admin, MixPanel, Adyen, Chargebee, PayPal, Mollie.

If you recently paid but do not have premium access, we can help activate it. To investigate, please provide the following:

• A screenshot of the purchase

• The name on the payment card

• The last four digits of the card

Once we receive this information, we will forward it to our billing team, who can activate your access.

Our monthly subscription is based on a 4-week cycle (28 days), starting the moment your initial payment is processed. If your subscription appears to have expired early, it is likely due to this 4-week billing structure rather than calendar-month timing.

Subscription and billing information cannot be changed while an active subscription is in place. To update your plan, payment method, or billing details, you will need to:

1. Cancel your current subscription

2. Subscribe again using your updated details.

This ensures your account is correctly updated with the new information.

You can find your subscription end date by visiting your Account Settings, located in the top-right corner when logged into your account. This section displays your current plan details, renewal timing, and expiration date.

If your payment is being declined, please double-check whether your card is authorized for international transactions. Payment processors may block charges if international use is disabled or restricted by your bank.

If you are unable to use your card or your region restricts the payment, you may try alternative payment methods such as:

• PayPal

• Mollie

These are often successful when card payments are not supported in your area.

You can pause and unpause your account once. If you wish to pause your subscription, please let us know and we will enable the pause for you.

Pausing stops future renewals until you choose to unpause.

There is no time limit for how long your account can remain paused.However, each account may be paused only once, so consider your timing carefully before activating the pause.

If you no longer have access to the email address associated with your account, we can help you recover it. To verify ownership, please send:

• A screenshot of your most recent payment

Once verified, we will help you update the email address on file and restore access to your account.