Refunds
The money-back guarantee for paid plans, and how to ask for a refund.
All paid plans come with a 30-day money-back guarantee. The pricing page states this guarantee.
You can also try the platform first. The Free plan gives you 100 models and needs no payment card.
A cancel is not a refund
When you cancel, your plan runs until the end of the billing period. The cancel stops the next renewal. It does not return a payment. The cancel dialog also tells you this.
| You want to | Do this |
|---|---|
| Stop the next renewal | Cancel on the Plan and billing tab. See Upgrade, downgrade or cancel. |
| Get a payment back | Send a refund request to support. |
How to ask for a refund
The platform has no refund button. A person on the support team reads each request.
Contact support and send these details:
- The email address of your account.
- The plan or the add-on that you paid for.
- The date of the payment.
- The invoice. See Invoices.
- The reason for the request.
What this page does not tell you
This page states the guarantee only. The support team gives the answer for your account. Send your request as soon as you can.
I was charged after I cancelled, or I was charged two times
Do these checks first:
- Open Settings, then select Plan and billing.
- Go to Payment history. Find the charge by its Date and its Description.
- Look at your plan card. If it still shows Renews on, the cancel did not complete. Cancel again. See Cancel.
- Compare the date of the charge with the date of your cancel. A cancel stops only the next renewal. A charge before the cancel is the renewal of the current period.
- If you have more than one account, sign in to each account and look at its plan card. Each account has its own plan and its own payments.
All 5 steps are done.
If the charge is still wrong, contact support with the details in How to ask for a refund. Send the invoice of each charge.