Refund policy
Standard refund policy
- Monthly subscriptions. Non-refundable. Cancel any time to stop the next renewal.
- Annual subscriptions. Non-refundable. Cancel any time and the subscription ends at the end of the paid year; it does not renew.
- Add-ons (phone numbers, extra message packs). Non-refundable once provisioned.
There is no refund window. When you cancel, you keep your plan until the end of the period you paid for.
How to request
If you think you were charged in error, email [email protected] from your account email with your receipt or invoice number. There is no self-serve refund in the dashboard; any refund is at our team's discretion and goes back to your original payment method.
Processing time
Refunds, when granted, go back to your original payment method and typically reflect within 5 to 10 business days, depending on your bank or card issuer.
Exceptional circumstances
Outside the standard policy, and at our discretion, we will consider a full or partial refund for:
- Sustained outage. More than 36 hours of outage in a single month. Outages of 36 hours or less in a month are not eligible for a refund.
- Duplicate or unauthorised charge. Including an accidental double charge.
- Material defect. A documented bug that materially prevents use of a feature included in your paid plan and that we cannot fix within a reasonable period.
- Billing error on our part. Including a pricing-page mismatch, a currency conversion error, or the wrong plan being provisioned.
Email [email protected] within 30 days of the charge with your invoice number and a brief
description.
Two subscriptions on one account
Completing checkout twice (for example on two devices) can leave one account with two paid
subscriptions. An automatic fix is rolling out and is not yet switched on. Once it is, your account
keeps the most recent subscription and its plan. The other subscription is cancelled, and its first
payment is refunded to the original payment method. If the extra subscription has already renewed,
it is cancelled and our billing team reviews the refund with you. Until then, email
[email protected] and we will cancel and refund the duplicate.
Annual plans
- Non-refundable, like monthly plans.
- Cancel any time; the subscription ends at the end of the paid year and does not renew.
Annual billing costs 10 times the monthly price (2 months free, about 17% off).
Limits
- Refund window. None. Fees are non-refundable on monthly and annual plans.
- Exceptional circumstances. Contact us within 30 days of the charge.
- Processing time. Typically 5 to 10 business days, depending on your bank or card issuer.
Common pitfalls
Asking for a refund on a monthly plan. Monthly plans are non-refundable. Cancel before the next renewal to stop being charged.
Annual plan regret. Annual plans are non-refundable. Cancel to stop the next annual renewal; you keep the plan until the end of the paid year.
Refund to a different card. Refunds go to the original payment method, not your current default card.
FAQ
Will my data be deleted after refund?
If you cancel, your data stays on the Free plan within its limits. If you delete your account, it is deleted immediately and cannot be recovered. Copies in encrypted backups are removed when those backups expire.
Can I refund and re-subscribe?
Fees are non-refundable, so a refund is considered only in the exceptional circumstances above, at our discretion. If you do get a refund, there is no penalty for re-subscribing later.
Is there a refund for downgrade?
No, a downgrade is not refunded.
What a refund does to your plan
This is rolling out and may not apply to your account yet.
- A full refund of your current billing period ends the paid plan straight away. The subscription is cancelled, so it never charges again.
- An annual pro-rata refund keeps your plan until the end of the current month of service, then moves you to the Free plan. The subscription is cancelled, so it does not renew.
- A partial or goodwill credit, a refunded duplicate charge, or a refund of an earlier payment leaves your plan and subscription unchanged.
- Re-subscribing after a refund works straight away. Only the refunded subscription is blocked from being reactivated.