Refunds and changing plans
Two questions come up once the first invoice lands: can I get money back if I cancel, and can I switch between monthly and annual part way through.
The short version
Cancel during the trial and there is nothing to refund, because nothing was charged.
Cancel a paid subscription and you keep access to the end of the period you have paid for. The unused part of that period is not refunded, except where the law requires it.
Switch between monthly and annual whenever you like, from the Account page. The change is prorated, and the confirmation tells you what will be charged before you click.
Canceling
Open Account, click Manage billing & payment, and cancel in Stripe's portal. The subscription then ends when the current period does, you keep working until that date (the Account page shows it), and no further charge is taken.
Until that date you can undo the cancellation in the same portal, and your renewal date stays as it was.
Canceling is not deleting. Portals, contacts, requests and every document people submitted stay as they are, and links you have already sent keep working. If you come back after the subscription has ended, Subscribe again on the Account page starts a new one, charged from that day. To remove the data itself, see deleting your account. An account left canceled and unused is eventually removed; managing your subscription covers the timing.
Refunds
Canceling does not refund the rest of the period you are in. You keep the access you paid for instead: cancel three months into an annual plan and you have the remaining nine months, not a refund. Removing a teammate part way through a period does not refund their seat either.
If you think you were charged in error, for example a charge taken after a cancellation, email [email protected] from the address on the account, with the invoice number from the portal.
Switching monthly and annual
Use the Switch to annual billing or Switch to monthly billing button on the Subscription card. Your plan and any team seats move together.
Monthly to annual. Your card is charged for a year that day, less a credit for the unused part of the month you already paid for. Annual costs about 20% less than paying monthly, and the year runs from the day you switch.
Annual to monthly. The unused part of your year becomes credit on your account, and it comes off your monthly bills until it is used up.
During the trial. Nothing is charged until the trial ends, and the trial end date does not move. You are billed on the new interval from then.
If the card is declined, nothing changes and the page tells you to update the card first. Each switch starts a new billing period from that day, so switching back and forth is allowed but rarely worth it.
The switch is not offered while a payment is past due or the subscription is paused. Add a working card in the portal first.
When a payment fails
Stripe retries a failed charge automatically, and the Account page shows Payment past due meanwhile. You can keep viewing and editing everything, but creating new portals, contacts and invites is paused until a payment goes through. Update the card in the portal and the next retry clears it.
A failed payment is not a refund case: nothing was taken, so there is nothing to give back.
Receipts, invoices and tax
The portal holds your full invoice history, and any invoice downloads as a PDF.
To put a business address or tax number on your invoices, open Your business address and tax ID on the Account page. Changes apply to future invoices, not past ones. Prices are exclusive of tax: where tax applies to you, it is added to the invoice and shown on the cost line on the Account page.
Prices are in US dollars. If your card is in another currency, your bank converts, and any foreign transaction fee is set by your card issuer.
Getting help
For anything that looks wrong on an invoice, or a charge you cannot place, email [email protected] with the invoice number from the portal.